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Re: Customer Installation Satisfaction Sign Off Form
Sales reps promising things the machine cannot do you say?.....only happens at 80% of my installs. I have a few reps that tell new customers "it does single pass duplex", or "it has no turn around section", and, my personal favorite.."laser guided paper path"; ooh fancy! I got a good chuckle one day when a perspective customer asked where the second drum was for single pass duplex....I could here the crickets all the way down the hall!
We use several forms but the IT Site Survey is the most useful. It basically asks for basic network information. Print server, number of PCs, what OS they use, feature they want to use (scanning, fax forward, etc...), SMTP information and user names and passwords. It also has PICTURES of the power plug outlets as, in my experience, reps do better with pictures, but not by much. Now, actually getting these forms filled out is a whole other ball of wax, but when I get them, they sure are helpful.
After initial install, the customer signs that everything is installed and working to their standard. If they decline the IT service contract, any changes made to a customers network that effect the machine are billable.
We also use the reps to train, so after the training, the customer is asked to sign another form stating they were properly trained. This helps with those 2 hour jaunts to clean someone slit glass, "I don't know where the staples go", and "which one is the toner?".
Failing to plan is planning to fail!!! -
Re: Customer Installation Satisfaction Sign Off Form
We have only had two or three occasions in which such forms were necessary, and it becomes clear quite early. The endless parade of new PC's, changing IP's, and amateurs fiddling with the settings. We have created sign offs just for those individuals.
Maybe one in four installation do I actually see a site survey, and of those only half have accurate/complete information. The majority of the time the enduser just expects me to know their credentials. What sort of security would it be if I could just find it written on the wall somewhere? I really need to invest in a crystal ball ...... We use several forms but the IT Site Survey is the most useful. It basically asks for basic network information. Print server, number of PCs, what OS they use, feature they want to use (scanning, fax forward, etc...), SMTP information and user names and passwords. It also has PICTURES of the power plug outlets as, in my experience, reps do better with pictures, but not by much. Now, actually getting these forms filled out is a whole other ball of wax, but when I get them, they sure are helpful. ...
We also use the reps to train, so after the training, the customer is asked to sign another form stating they were properly trained. This helps with those 2 hour jaunts to clean someone slit glass, "I don't know where the staples go", and "which one is the toner?".
We have one customer who after two years, continues to claim that they have never had any proper training. I conservatively estimate that we've spent 30+ hours, often repeating the same things. I truly believe that some endusers are just untrainable. =^..^=If you'd like a serious answer to your request:
1) demonstrate that you've read the manual
2) demonstrate that you made some attempt to fix it.
3) if you're going to ask about jams include the jam code.
4) if you're going to ask about an error code include the error code.
5) You are the person onsite. Only you can make observations.
blackcat: Master Of The Obvious =^..^=Comment
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Re: Customer Installation Satisfaction Sign Off Form
Me again,
Anyone have a nice form that they would like to share (Post) and help a brother out ?
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Re: Customer Installation Satisfaction Sign Off Form
I'll attach a couple of site surveys, next time I'm at the other PC. I think you'll find that it's a delicate balance: not enough information and you can't complete the install. Too much, and you prompt them to install 100 things they'll never use, but sound cool.
I definitely prefer getting the info from an IT grunt rather than a manager. An IT grunt knows what it take to maintain a dozen different apps and wants to keep it real simple. The manager doesn't care what it takes to support. =^..^=If you'd like a serious answer to your request:
1) demonstrate that you've read the manual
2) demonstrate that you made some attempt to fix it.
3) if you're going to ask about jams include the jam code.
4) if you're going to ask about an error code include the error code.
5) You are the person onsite. Only you can make observations.
blackcat: Master Of The Obvious =^..^=Comment
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Re: Customer Installation Satisfaction Sign Off Form
In my region, I get this alot, I install these devices in portable trailers in the middle of nowhere, (hours from my office) for a bunch of Oil and Gas folks..
Typically, they never have cat5 cabling done, and I have to make a long ass ethernet wire to hook up to a Wild Blue box.
Add to that, the workers use laptops and rotate to different sites all around the country.
And the signal sucks if you set up end users remotely! (Takes an hour to setup print n scan due to network delay)
It gets done, but they call like once every month to setup John, Tom, Susan, their Granma, their Uncle, etc, so that they can print n scan from their laptop.
I ask myself, " When does it end " LOLComment
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I am looking at using an ipad app called IAuditor. It is quite customisable, and will allow me to get the client to sign off on training. I can then email them updated copies, and keep track of who within an organisation has been trained.Comment
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