Seeing too many installers skip the final walkthrough with the customer

I did a service call in Spokane where a new system kept having false alarms. The homeowner showed me the keypad, and they had no idea how to arm it in 'stay' mode for nights. The original installer just handed them the code and left. That's a 15 minute fix that costs us way more in callbacks. How do you make sure your handoff covers everything?

2 comments

2 Comments

rubywebb15d ago

My old boss in Tacoma used to make us do a full system demo with the customer, even the test call to monitoring. It felt like overkill at the time, but we never got those basic how-to calls back. What's your walkthrough checklist look like?

sandra_black15d agoTop Commenter

You think that was overkill? That's just basic due diligence. Skipping the test call is how you end up with a panicked customer at 2 a.m. My checklist starts with verifying the monitoring path works before we even say hello.