User Error or Industry Failure? False Alarms vs False Dispatches

1. This presentation is part of a larger program that includes hand outs with checks lists and user instruction tips. If you do not have these materials they are available at www.siacinc.org, Look in the dealer training files to find the information. If you have any questions or comments please Email : training@siacinc.org We are especially interested in your results with this program so feel free to let us know about your experience.

2. User Error or Industry Failure?

3. False Alarm or False Dispatch • There is a difference between a false alarm and a false dispatch request. • False alarms occur frequently. • False dispatches are false alarms that end with a response to the alarm site.

4. USER ERROR? • 77% of all false alarms and false dispatches are due to user error. • Mostly entry exit issues • Many due to call waiting • ECV potential to resolve 60% of these dispatches • CP-01 Panels, 40% fewer signals

5. or

6. Industry Failure? • 99% of all training done by installing technicians • Even with user error industry needs to take ownership

7. Does Your Customer Training Look Like This?

8. Or This?

9. And This

10. Making a Simple Task Difficult • Wrong terminology • End of the job • End of the day • Customer wants you gone • No consistency in training

11. Use “Plain” English • On and Off versus Arm and Disarm • Cancel instead of Abort • Bypass instead of Shunt • Avoid being too technical

12. I’ll Equipped and Not Prepared • Technicians • Poor communication skills • We don’t hire technicians for communication skills • Not comfortable talking to people • Need to be confident, open and friendly • Language issues • Technical people tend to “assume” that everyone has certain basic knowledge but in truth they won’t even ask a question if they feel “stupid”

13. Concept of Delay Zones • Hardest thing for customers to grasp • Too many arming features • Home • Away • Instant • Bypass • Interior zones

14. Never Assume • Biggest training failure is to assume that the customer understands anything. • Go over the check list in detail with the customer • Never touch the keypad during instruction, have the customer use the keypad • Go through the alarm tips on every installation.

15. Phone Access • A huge problem with non residential alarms is after hours access to a telephone. • Phones are forwarded to an answering service. • No phone with an outside line that monitoring station can call to verify. • Failure to use all of the panels features. • Each user has unique code • Open and close reports identify problem users .

16. Developing YOUR Program • The alarm tips must be used. • The check lists can be altered for your circumstance. • You must document training process.

17. Follow Up • Using a soak period of one week allows comfort level for new customers • Forces you to review activity after first week. • Forces you to contact new customers after first week. • Provides opportunity to follow up and ask for referrals. • Can be waived under unique circumstance such as domestic abuse.

18. Responsible Thing To Do • Puts your company on path to being part of solution. • Improves customer relationships. • Forces you to reach out to new customers after taking their money. • Improves law enforcement view of the industry AND your company.

19. All Materials Available Free • Important that you embrace concept. • All materials are FREE and available to be branded. • Contact SIAC www.training@siacinc.org or call Ron Walters at 954-347-4883.

20. THANK YOU