People rarely read contracts much less understand them. I have found many people view anything related to a wireless install as something they don¹t understand. How many times have installers been asked if the hole they drill is a ³special type of hole² or something goofy like that. I bet many people think the papers they sign are somehow beyond their realm of comprehension so they just sign it.
Customer education is the toughest obstacle I think. I know everyone has had customers who call in weekly and are told the same thing they were told last week (ie. Reboot your router or computer). I have seen successful WISPs send installers out in two person teams. One person takes care of the outside stuff (mounting, running cable) and the inside person checks over the computer and spends time educating the customer some. This works great IMHO, but is not always practical due to time and money. When I did installs I would make the customer walk around the house/building and document exactly what we were going to do. We then wrote it up and the customer signed off on it. Justin -- Justin Wilson <j...@mtin.net> http://www.mtin.net/blog Wisp Consulting Tower Climbing Network Support From: Marco Coelho <coelh...@gmail.com> Reply-To: WISPA General List <wireless@wispa.org> Date: Fri, 23 Apr 2010 11:34:03 -0500 To: WISPA General List <wireless@wispa.org> Subject: Re: [WISPA] Today I fied a customer and I liked it! WAS An Old Woman 90% of your problems and aggravations are less than 3% of your customer base. The worst ones I send to my competition (small evil grin). I simplify things in a couple of ways. 1. I tell my installers that if they let the customer drive the install they are fired. 2. I make each customer sign a contract and a statement of understanding (see below). WIRELESS BROADBAND STATEMENT OF UNDERSTANDING: I the Subscriber do hereby acknowledge that I understand and agree to the following about my wireless installation: 1. Wireless installation WILL require the installation of between a 10-foot and 50-foot mast ON TOP of my ROOF. Any mast over 10 feet in height will require guy wires for support. Typical installations have been shown to me. 2. I understand that the cable from the antenna will come down the mast and be routed into a hole drilled into an outside wall. The equipment will be installed within the room that the outside penetration is made. 3. If I, for any reason, refuse the installation after contract signing I will be forfeiting the installation fee. I will also forfeit the installation fee if I refuse to cut tree branches that overhang my roof preventing the installation as the installers will describe to me. If the crew has to make a second trip to install your service for any reason not controlled by us, there will be an $85.00 service call fee. 4. If we are unable to install you due to our technical limitations, we will refund the installation fee you have paid. 5. I understand that I have entered into a legal and binding contract for the terms stated in the contract. 6. I understand that I will not own the equipment installed at my location. I further understand that I am responsible for returning that equipment in serviceable order to Argon Technologies. I also understand that I am responsible for maintaining homeowners insurance to provide coverage for the equipment while installed at my location. 7. I understand that service calls to repair or correct problems with my computer and or network are not covered by the service and will be billed on an hourly basis. 8. I have read, understood, and agree to the Wireless Contract signed by myself. I further understand that this Statement of Understanding does not change the requirements of the Wireless Contract. _________________________ ___________________ ____________________ Subscriber Date Phone Number Photocopy of Drivers license to be attached And still we have issues! ---------------------------------------------------------------------------- ---- WISPA Wants You! Join today! http://signup.wispa.org/ ---------------------------------------------------------------------------- ---- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ -------------------------------------------------------------------------------- WISPA Wants You! Join today! http://signup.wispa.org/ -------------------------------------------------------------------------------- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/