Transcript Slide 1

This presentation is part of a larger program that includes hand
outs with checks lists and user instruction tips. If you do not
have these materials they are available at www.siacinc.org,
Look in the dealer training files to find the information.
If you have any questions or comments please Email :
[email protected] We are especially interested in your
results with this program so feel free to let us know about your
experience.
User Error or Industry Failure?
False Alarm or False Dispatch
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There is a difference between a false alarm
and a false dispatch request.
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False alarms occur frequently.
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False dispatches are false alarms that end with a
response to the alarm site.
USER ERROR?
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77% of all false alarms and false dispatches
are due to user error.
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Mostly entry exit issues
Many due to call waiting
ECV potential to resolve 60% of these dispatches
CP-01 Panels, 40% fewer signals
Industry Failure?
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99% of all training done by installing
technicians
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Even with user error industry needs to take
ownership
Does Your Customer Training
Look Like This?
Or This?
And This
Making a Simple Task Difficult
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Wrong terminology
End of the job
End of the day
Customer wants you gone
No consistency in training
Use “Plain” English
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On and Off versus Arm and Disarm
Cancel instead of Abort
Bypass instead of Shunt
Avoid being too technical
I’ll Equipped and Not Prepared
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Technicians
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Poor communication skills
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Not comfortable talking to people
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We don’t hire technicians for communication skills
Need to be confident, open and friendly
Language issues
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Technical people tend to “assume” that everyone has
certain basic knowledge but in truth they won’t even ask
a question if they feel “stupid”
Concept of Delay Zones
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Hardest thing for customers to grasp
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Too many arming features
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Home
Away
Instant
Bypass
Interior zones
Never Assume
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Biggest training failure is to assume that the
customer understands anything.
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Go over the check list in detail with the customer
Never touch the keypad during instruction, have
the customer use the keypad
Go through the alarm tips on every installation.
Phone Access
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A huge problem with non residential alarms
is after hours access to a telephone.
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Phones are forwarded to an answering service.
No phone with an outside line that monitoring
station can call to verify.
Failure to use all of the panels features.
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Each user has unique code
Open and close reports identify problem users
Developing YOUR Program
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The alarm tips must be used.
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The check lists can be altered for your
circumstance.
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You must document training process.
Follow Up
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Using a soak period of one week allows
comfort level for new customers
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Forces you to review activity after first week.
Forces you to contact new customers after first
week.
Provides opportunity to follow up and ask for
referrals.
Can be waived under unique circumstance such
as domestic abuse.
Responsible Thing To Do
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Puts your company on path to being part of
solution.
Improves customer relationships.
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Forces you to reach out to new customers after
taking their money.
Improves law enforcement view of the
industry AND your company.
All Materials Available Free
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Important that you embrace concept.
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All materials are FREE and available to be
branded.
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Contact SIAC [email protected] or
call Ron Walters at 954-347-4883.
THANK YOU