Smart Homes Smart Offices: 4 Pillars of Customer Care

A diagram of a typical AV conference room setup. 

From the moment our team first engages with a client, we are guided by our 4 Pillars of Customer Care: 1) Being Your Expert; 2) Developing a Plan; 3) Clear Communication; and 4) Earning Trust and Building Relationships.  Because technology changes so rapidly, we are always learning and expanding our skillsets. When we meet with a customer, we focus on understanding their technology needs and challenges before we start offering solutions. We approach each project with diligence, integrity and a dedication to excellence. We believe that clear and transparent communication is key to successful partnerships, which is why we keep our clients informed at every stage of the process – ensuring their peace of mind and satisfaction.

Can you fix it, and how much is this going to cost me?  It’s a two-part question that we hear too often at Smart Homes Smart Offices. For a customer with a broken system, it’s a very stressful time. They’re frustrated and disappointed with technology that isn’t working. They’re justifiably reluctant to spend money to correct the problem, and skeptical that a second go-around will produce any meaningful change.

When it comes to unravelling installation mishaps, we’ve seen it all. The engineering specs were inaccurate, the wrong product was used, or the right product was incorrectly installed. We’ve done countless rehab project walk-through meetings. On these visits we’ve encountered dangerously bad electrical wiring, jobs that weren’t code compliant, server racks improperly installed and automation systems that wouldn’t work because they were programmed incorrectly.

Corporate IT managers, commercial building managers and homeowners with broken systems have contacted us – and most have a similar backstory. They’ve reached out to us for help because they can’t get their original contractor to return their calls.

At Smart Homes and Smart Offices, we specialize in restoring automation systems to full functionality – whatever the root cause of the failure. And if we happen to earn your confidence and trust through our knowledge, experience, professionalism and personalized, friendly support that continues even after the job is done, we’re perfectly ok with that.

Table of Contents:

• Being Your Expert.
• Developing a Plan.
• Clear Communication.
• Earning Your Trust. Building Relationships.

Being Your Expert.

Because we’ve seen it all, continuing education is the first foundational pillar of the Smart Homes Smart Offices 4 Pillars of Customer Care. We are constantly pursuing learning opportunities and certifications to sharpen and expand our skills.

Technology changes rapidly. In order to stay top of our game, we make it a priority to stay current on new developments and trends. What does this mean for our customers? It means they can have confidence in our ability to assess and engineer a project correctly, to manage it efficiently and communicate consistently, to install all components properly, and deliver unparalleled service at every stage.

Just one of our many certifications. 

Developing a Plan.

The second in our 4 Pillars of Customer Care involves doing a deep dive into your problem before developing a plan and recommending a solution.

When a customer contacts us for the first time, we focus on listening and learning about the problem, their current setup and how they want or need their system to work. During that initial call, a member of our intake team will gather detailed information about the issues they are experiencing and schedule a time for a walk-through of the space.

At the walk-through, we conduct an in-depth engineering audit of your current system so we can pinpoint exactly what’s working and what is not. We look at the project’s wiring and supporting infrastructure, and document what’s in good working order, and if necessary, what needs to be brought up to code. If any part of the existing equipment is still in good, working order, we may be able to integrate it into the plan. If new equipment is needed, we will recommend the right component(s) for the job.

We spend time with you to learn exactly how you want your system to perform, and we provide this initial service as a free consultation to our customers.

A large office space where sound masking was implemented. 

Clear communication from start to finish is another of our 4 Pillars of Customer Care. When a prospective customer wishes to move forward, our Engineering and Project Management team leads begin framing the quote. Nobody likes surprises. We don’t either. That’s why a Smart Homes Smart Offices quote always includes a complete scope of work with clearly defined phases, line-item descriptions and pricing.

We make it easy for our customers to understand our project proposals. When a member of our sales and engineering team delivers a quote to a prospective customer, they take the time to sit down and go through it with them personally line by line, section by section.

When you’re ready to move forward, our project management team will keep you updated on everything from the lead time on parts ordered, to a scheduled start date and regular progress updates over the course of your project.

Upon completion, we will schedule a project walkthrough that includes personalized training so you can fully understand and enjoy all the capabilities of your new system.  If you need system support a month, year or even 5 years from installation, we’ll be here to help.

Earning Your Trust and Building Relationships Through Our 4 Pillars of Customer Care.

At Smart Homes Smart Offices, we prioritize building trust and fostering long-lasting relationships with our customers – the last of our 4 Pillars of Customer Care.

From the moment our team engages with a client, we are focused on understanding their needs and challenges. We approach each project with diligence, integrity and a dedication to excellence. We believe that clear and transparent communication is key to successful partnerships, which is why we keep our clients informed at every stage of the process – ensuring their peace of mind and satisfaction.

If you’re struggling with an automation system that’s never quite performed to your expectations, let Smart Homes and Smart Offices help get it working for you.  Contact us today to speak with an engineering specialist and schedule a complimentary assessment of your current system.

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