REDBAND: Returning to the Basics During a Client Service Call By Todd Anthony Puma

Returning to the Basics During a Client Service Call


Todd Anthony Puma

One of the best ways to improve profitability is by reducing truck rolls. Lately, we’ve accomplished this by using technology such as IP-based power management products, remote programming for universal remotes, Teamviewer to troubleshoot systems, and countless other products. But an incident last week reminded me that returning to the basics during a routine service call is just as important.

For a client in Manhattan, we recently replaced a whole-home audio system and separately added new URC remotes for the TVs and video components. On Friday afternoon we returned to their home because they were having RF interference issues, and we needed to move the RF antenna around. One of our technicians went over and quickly found a new spot for the antenna that alleviated the problem. He thoroughly tested the remotes to make sure all of the components were working properly and even showed the client how to detect RF interference and what to do if they encountered it again. The client was very happy that everything worked and that they were given the tools to prevent the issue from occurring again. All was well and good, and my technician went home for the weekend…

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Todd Anthony Puma is the CEO & Founder of The Source Home Theater. Check out his  website at The Source Home Theater and follow him on twitter at  @ToddAnthonyPuma .


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