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How do you handle check-ins?


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dfiddy 
Copper - Posts: 162
Copper spacespace
Joined: August 17, 2002
Location: Canada
Posted: June 04, 2005 at 10:14 PM / IP Logged  
I would like to know how the other installers and salesperson(s) at reputable shops go about handling checks, ie the dreaded comebacks. The salespeople at my work are tards and do not know how to talk to the customer and figure out exactly what their carstarter, alarm, audio system, etc is or isn't doing. I am in the process of designing a generic check in sheet with a checklist and a number of set questions to help the salesperson determine what the customers needs are. I sware I waste more time trying to figure out what is written on the check in sheet than need be. My question to you is what would you have on this check in sheet?
us_test 
Copper - Posts: 200
Copper spacespace
Joined: May 21, 2005
Location: United States
Posted: June 05, 2005 at 1:17 PM / IP Logged  

Questions:

(I would sometimes not use the first paragraph if you've been talking to the perons for a while).

"JAmes I will ask a few questions to help us deisgn the best custom alarm for your needs.  We'll be talking about where you park your car at work and at home and other items (ceonveinece) such as lighting in your driveway.

"How far is your car from your office building".

"2000 ft"

"James that is a really big distance"

"I would got with the FM LCD alarm that way you can be notified if someone is tampering with the car and respond.  Yes it is a bit more than a regular alarm but will pay off in the long term let me explain why.  If you had a basic alarm and the car was 2000 ft away from your building even if it goes off chances of someone hearing it are minial due to the disatance, the LCD transmitter is like having a friend watch you car and notify you of problems all the time. 

Ok James now we are making progress.  Let me ask is you drieway lit at night when you come home and parl?

James: "Are you kidding me I have some mean Amazon type of bushes which block 90% of the light even during the DAY.  At night you need map to make it to the house".

James I think we can help.  We are going setup your new alarm to automatically keep the dome and head lights on for 90 seconds after the car is shut off to help you make your way to the door of your house.  BEcause we're only running the car headlights for a small mount of 90 seconds your battery will not be drained".

"James that is a great feature"/

Sales guy: James.  When you wake up in the morning in the winter and you get in the car and it feels like an ice box I bet you're thinking "I wish I had the car all warmed up when I got in" don't ya?

James: Your right, sometimes I feel like not going to work.

Sales guy: You know I feel the same way.  A great feeature we can setup for you is to remote start your car in the moring from your house.  Think about it you wake up press a button and your car starts, you go take shower and get some coffey and the car is already running.  We're also going to setup the heater to come on to warm your car.  Let me show you how it works in my car (take him outside and hoefully the sales guy has a remote start and show him/her, give him/her the remote inside the store and have him her press it and start the car, then say "That was really easy"

The biggest problem all business have is showing to the world that they are different.

Everyone uses general terms which in turn makes all business look the same.

Look in the yellow pages.  I'll bet you'll see the same type of adds.  "Certified techs, WE do it all, AMPS, alarms, CAR stereos, tint, etc" or "Need and ALARM, call US the alarm experts, 20 years experience"

This type of advertising IS called "Well I would hope so"

Let me tell you how this works.  Let's say the ad says "We're honest, we install the alarm right the first time"....what would a customer think "well I would hope so"...see what I mean you got to get specific with deatail.

Here is a good ad "The 3 critical features you need to know about alarms"

1. Extedned range FM 2 way remote - why? most alarms work great IF YOU CAN HEAR them, the FM remote allows you to be in touch with your SECURITY system from a staggering 2500ft (most basic alarms are limied to 300ft or less).

2. Motion sensor - You've left you windows down and purse on the seat and walked away. Someone wants to grab it, the motion sensor alerts the intruder with chirps and if he is bold enough to reach for the purse will sound the alarm and notify you on the LCD pager and roll up the windows.

3. Multiple sirens - most alarms have 1 siren.  We install 3 (2 inside the car to make it really unconfortable for a thief.

(IT IS ALL ABOUT BEING SPECIFIC).

(Give something free (motion sensor, etc) FREE IS the mos powerfull word.

Check in sheet:

Vehicle security (alarm, remote-start).

Basic alarm with dual stage shock sensor (no remote start) (put a check box and list the price so customer can see it)

(check boxes for options)motion sensor, glass break, trunk releease, auto arm when last door shut, etc.

Level 2 alarm (2-way notifies owener of wehicle tampering via 2way remote LCD)-includes motion sensor (FREE BONUS VALUE of $30). ADD remtoe start to this or any other alarms for $75 (or wahtever you charge).

Level 3 alarm (2-way LCD with remote start, glass, motion, shock sensor, includes 1 siren in engine bay + 1 120db piezo ear bleader inisde car and one inside trunk) (BEST VALUE).

Hope this helps.

dfiddy 
Copper - Posts: 162
Copper spacespace
Joined: August 17, 2002
Location: Canada
Posted: June 05, 2005 at 4:06 PM / IP Logged  
Wow thanks for the reply, more than helpful.
us_test 
Copper - Posts: 200
Copper spacespace
Joined: May 21, 2005
Location: United States
Posted: June 06, 2005 at 7:31 AM / IP Logged  
Yeah I used to work witth a friend who had a Car Audio shop but back then I did not have the marketing know how I have now (if I did I'd probably be rich now).  So this stuff I wrote I just put together while typing yesterday.  I'm glad it helps.  Let me know if you have questions regarding marketing and ads I can definteley help a lot with that (free of course).  Marketing is my main area these days and it is the most important piece of evey business no matter what field.
dfiddy 
Copper - Posts: 162
Copper spacespace
Joined: August 17, 2002
Location: Canada
Posted: June 06, 2005 at 7:12 PM / IP Logged  
Thanks mang I'll keep that in mind. Thanks again.
NowYaKnow 
Gold - Posts: 1,217
Gold spacespace
Joined: December 18, 2002
Posted: June 06, 2005 at 8:25 PM / IP Logged  
I try to bypass the sales guy whenever the customer is waiting which is usually the case with a check job. It's like anything else the customer tells the sales guy, the sales guy tells you. Each time something is lost or not passed on with the information. Cut out the middle man and go straight to the source since his problems mean a lot more to you than the sales guy. Maybe have your sales guy have a little tape recorder of the customer explaining what the problem is so he can't leave anything out. You'd probably have to ask them before taping them though..
I do a lot of work at dealerships so I don't even get to hear the problems from a semi knowledgable sales guy who knows a little bit about the system. I get to hear the problems from the service guy who has no experience with the system, and who tried to type as fast as he could while the customer explained the problem. Most of the time if it isn't clear what's wrong or doesn't make any sense, I have them call the customer so I can speak to them directly and get the real story.
As for a check sheet, here's a few questions I find myself asking when troubleshooting:
Remote Starts:
Is the theft light blinking?
Does the vehicle start & stall?
If failing to start, does it try again?
Does the vehicle crank and NOT start?
Does the vehicle not crank at all?
Does the ignition turn on?
Does the vehicle respond to the remote? flash lights/horn beep?
Have you had any other work done on the car lately?
Alarms:
Does it false alarm on a set schedule everytime?
Parked on a busy street?
Only happen when it rains?
What does the LED do?
There's a few it's a shame that you have to try and make something up for your sales guys to get you the right info, but I know how you feel. Also push to have people better demo the systems after they are put in. Most units have pretty good diagnostics modes these days that will tell you exactly why the remote start didn't start, or what set the alarm off. If only the customer knew it existed or how to use it. Never rely on them reading the owners manual, it's not gonna happen in most cases. And to be honest you really don't always want them reading it because most owners manuals mention a million features that aren't included in basic installs and customers end up asking why they don't have this or that and how it should be in because it's in the manual. Again more sales problem than yours, but a pain either way. Good luck,
Mike
dfiddy 
Copper - Posts: 162
Copper spacespace
Joined: August 17, 2002
Location: Canada
Posted: June 07, 2005 at 2:34 PM / IP Logged  
Good info Mike thanks for the reply. And you are right it is a shame that I (an installer) am willingly creating a sheet for them, but it's more for the customer in the end, making sure that we, as installers and salespeople, can communicate to satisfy the customers. Ya know!? Anyways thanks for the input I'll be sure to put some of your suggestions on the sheet.
Peace out

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