CHAPTER 3 - Hardware Installation
a. Meeting the Client
Few things are worse than getting off on the wrong foot
with a client when they drive up to your shop to have
their Magellan MSS installed.
The good news is that good customer relations are not
that difficult, and in the end you only really need to
understand three things...
End of section
LISTEN, LISTEN, and LISTEN
It is almost guaranteed that the customer has thought
about the installation of his system a bit more than you
and you can bet that he has a few ideas about what he
would like to do.
Your job is to walk with him and carefully listen to where
he would like his computer, where he can place the
Direcway modems, and where he would like to install that
MSS on the roof.
A customer will often times show you exactly what they
would like. You just need to let him know what is possible
and what is not. If there is something that can not be done,
then it is my experience that the customer will be more
than happy to find a solution for you.
After all, he's the expert of his coach.
- Let the customer tell you what they want.
- Tell the customer what can be done.
- Agree on how the installation will take place.
Agreeing to what the installation will look like will be music
to a buyers ears. His confidence in your ability to get the
installation accomplished professionally just went up greatly.
Get the Vehicle Keys
How to turn on/off the AC power
How to turn on/off the interior lights
A computer password (if needed)
Before you begin the installation...
And most importantly...
Their Cell phone number(s) they may be reached at.
(if they do not have one, it is very wise to provide them one)
Depending on the customer, you may choose or not choose
to have them help you with your installation. Many customers
are quite helpful, and others are very detailed oriented that
turn a 1 day install into a 3 day install.
If you do decide not to have a customer help you, then it is
very important that you have a way to contact the customer
if something comes up. Make sure they are near a phone
or have a cell phone on their person. Nothing is worse than
having to delay an install because the customer can not
be reached to answer a simple question.
If the customer does leave... make sure to...
