How to treat your customers ... the do’s and don’ts

As a proprietor of an installing company established more than 30 years ago and the person who has taught Mike Lynskey all he knows (Mike will deny this of course), I feel that I am in a position to offer some practical advice on the do’s and don’ts of the trade (Mike also cringes at this assertion!)

Starting from the first telephone call ... I state:

“Good morning / afternoon. Baymont Alarms, Colin speaking. How can I help?”

If the person requires a rough verbal quote, ask for some details and say that although you can give them a rough idea over the phone, you would prefer to call and show them the equipment etc. Stress that there will be no pressure sales and to get other quotes from an SSAIB or NSI member in order to meet insurance requirements.

Upon calling to give a quote, introduce yourself, show the person your ID, take off your shoes if necessary, tell them a little about your firm. When checking the property, ask permission to go upstairs, open cupboards etc.

Sit down and give them an on-site cost (if you can) including annual service costs. Follow this up in writing with a full quote and spec. Stress that you do not install cheap equipment. Quality of equipment and quality of workmanship is what counts.

Have a multi pack printed where the name and address etc will go through all copies. The first one and the copy states the cost, conformity and terms. The second and the copy is for more details on types of agreement etc and for signature and return of top copy.

The third copy is the completion list and satisfaction certificate.

We have a small booklet giving information about ourselves, customer recommends etc. A set of return slips for recommendations – £10 cash or £15 off next service. Also a list of “How we have done” with a points scoring out of ten.

If your letter writer Dominic of Aaron Security (Security Installer, September 04) would like to contact me, he may get to know as much as my mate Mike.

We don’t mind helping ... providing your well out of the York area, of course.

Please pass my booklet to Mike. He’s due for a laugh, especially about me being called a “boffin” on the Enigma page!