Hello, all! I don't know if this has been done before. If so, maybe it's time for an update. Moderators - If you have a problem with this, I'll understand - just let me know why!
I see so many installation "horror stories" in these forums, and the posts in those threads allude to related situations others have suffered through. I see only a few compliments or "good installation" stories, but there should be more of this latter. Perhaps there is a means to that end!
I thought it would be a worthwhile exchange to see what the consumers think are the elements of "true professionalism", and I hope the folks who have to make a living in this increasingly low-margin business will counter with a "reality check". It's tough to make a buck in this business these days, but IMHO, it's equally tough for a true professional to look at himself in the mirror knowing that he's had to cut corners and do less than his best. Tough choice!
I am NOT a professional installer of satellite receiving equipment, but I have done my own installations and helped with several others. I have seen the work of many installers, mostly after-the-fact. I WAS a professional installer in the security (alarm) business which has a similar consumer base that requires similar on-site installations and third-party service, and I have a lot of retail sales and general customer service experience. Thus I think I have a pretty well rounded idea of "true professionalism" in this context. I just want to see what others think.
To all you true professionals out there - my hat is off to you! I believe most of you want to always do your best in any given situation and will always go to most reasonable extremes to satisfy a customer. I realize there are some customers (I probably met most of them at one time or another!) who will NEVER be satisfied no matter what you do. Your perseverance in those difficult situations is appreciated by at least some of us! (Perhaps an installer will follow this thread with one about "The Customer from Hell"...!)
Given all that...
IMHO, "true professionalism" comprises a competent installation that strictly conforms with all prevailing codes and regulations (antenna locations, electrical grounds, etc.), that reflects "good workmanship" practices in all areas of concern (proper tools and incidentals, drip loops, sealants, etc.), that achieves maximum or best-compromise performance from the connected equipment (tested and adjusted, etc.), and - within reason - meets subscriber expectations.
Here are some extras that others may put into the "wow" category, but that I also consider part of routine true professionalism.
The true professional installer:
1) Arrives on time (in the "window") or makes an attempt to contact the customer of any ETA change;
2) Is cordial, and makes an attempt from the beginning to communicate with the customer. (In my experience, part of this is to confirm the extent and expectations of the installation from the get-go! The rest is just being friendly!);
3) Presents installation options to the customer when any exist and explains his preference/reasons for one vs. another, if any;
4) Does the best possible job to hide wiring and equipment that does not need customer intervention;
5) Removes all debris he created during the installation or disposes of it in an appropriate manner, regardless of the condition of the environment. This would include vacuuming-up sawdust, removing boxes, etc.;
6) Does not eat or smoke, etc. on the job site without first gaining an OK from the customer, and if he does, removes all traces;
7) Makes sure he does not track in any dirt from outside, leave doors/windows open, let pets out, etc.;
8) Makes an attempt to confirm the customer's level of comfort with the equipment and installation and takes time to demonstrate, explain, etc. This is also the time to confirm that the customer is satisfied with the installation itself and correct (if possible) anything that's in question;
9) NEVER "badmouths" the competition or is condescending about prior work that is not up to his standards. (I know this one is contentious! It's difficult for an installer to explain why he'll have to replace a substandard installation that the customer will probably have to pay for, but there are PC ways to do this!);
10) Mediates with any off-site providers who are also part of the service and makes the effort to fully understand the customer's side of any issues in order to try to represent the customer's perspective with those providers;
11) Appreciates that the customer's time is valuable too, and;
12) No matter what - THANKS the customer for his business when he is sure the job is done correctly!
And a professional who is proud of his work, that knows he did his BEST job (given any compromises that had to be explained/managed), and who would be happy to showcase that job in an interview with prospective clients, should also be happy to ask that customer for referrals!
This last piece - more than anything else - tells me that a contractor on my premise and taking my money from me (directly or otherwise) believes he has done his best!
We may not always agree on what that "best" is however - and that's what this thread is all about.
So is this reasonable stuff? I was trained by one of the best, and 30 years after the fact I still run into customers who remember who we were and what we did for them! And many want to know if we're still in the business. All I can say is - Thanks...
I see so many installation "horror stories" in these forums, and the posts in those threads allude to related situations others have suffered through. I see only a few compliments or "good installation" stories, but there should be more of this latter. Perhaps there is a means to that end!
I thought it would be a worthwhile exchange to see what the consumers think are the elements of "true professionalism", and I hope the folks who have to make a living in this increasingly low-margin business will counter with a "reality check". It's tough to make a buck in this business these days, but IMHO, it's equally tough for a true professional to look at himself in the mirror knowing that he's had to cut corners and do less than his best. Tough choice!
I am NOT a professional installer of satellite receiving equipment, but I have done my own installations and helped with several others. I have seen the work of many installers, mostly after-the-fact. I WAS a professional installer in the security (alarm) business which has a similar consumer base that requires similar on-site installations and third-party service, and I have a lot of retail sales and general customer service experience. Thus I think I have a pretty well rounded idea of "true professionalism" in this context. I just want to see what others think.
To all you true professionals out there - my hat is off to you! I believe most of you want to always do your best in any given situation and will always go to most reasonable extremes to satisfy a customer. I realize there are some customers (I probably met most of them at one time or another!) who will NEVER be satisfied no matter what you do. Your perseverance in those difficult situations is appreciated by at least some of us! (Perhaps an installer will follow this thread with one about "The Customer from Hell"...!)
Given all that...
IMHO, "true professionalism" comprises a competent installation that strictly conforms with all prevailing codes and regulations (antenna locations, electrical grounds, etc.), that reflects "good workmanship" practices in all areas of concern (proper tools and incidentals, drip loops, sealants, etc.), that achieves maximum or best-compromise performance from the connected equipment (tested and adjusted, etc.), and - within reason - meets subscriber expectations.
Here are some extras that others may put into the "wow" category, but that I also consider part of routine true professionalism.
The true professional installer:
1) Arrives on time (in the "window") or makes an attempt to contact the customer of any ETA change;
2) Is cordial, and makes an attempt from the beginning to communicate with the customer. (In my experience, part of this is to confirm the extent and expectations of the installation from the get-go! The rest is just being friendly!);
3) Presents installation options to the customer when any exist and explains his preference/reasons for one vs. another, if any;
4) Does the best possible job to hide wiring and equipment that does not need customer intervention;
5) Removes all debris he created during the installation or disposes of it in an appropriate manner, regardless of the condition of the environment. This would include vacuuming-up sawdust, removing boxes, etc.;
6) Does not eat or smoke, etc. on the job site without first gaining an OK from the customer, and if he does, removes all traces;
7) Makes sure he does not track in any dirt from outside, leave doors/windows open, let pets out, etc.;
8) Makes an attempt to confirm the customer's level of comfort with the equipment and installation and takes time to demonstrate, explain, etc. This is also the time to confirm that the customer is satisfied with the installation itself and correct (if possible) anything that's in question;
9) NEVER "badmouths" the competition or is condescending about prior work that is not up to his standards. (I know this one is contentious! It's difficult for an installer to explain why he'll have to replace a substandard installation that the customer will probably have to pay for, but there are PC ways to do this!);
10) Mediates with any off-site providers who are also part of the service and makes the effort to fully understand the customer's side of any issues in order to try to represent the customer's perspective with those providers;
11) Appreciates that the customer's time is valuable too, and;
12) No matter what - THANKS the customer for his business when he is sure the job is done correctly!
And a professional who is proud of his work, that knows he did his BEST job (given any compromises that had to be explained/managed), and who would be happy to showcase that job in an interview with prospective clients, should also be happy to ask that customer for referrals!
This last piece - more than anything else - tells me that a contractor on my premise and taking my money from me (directly or otherwise) believes he has done his best!
We may not always agree on what that "best" is however - and that's what this thread is all about.
So is this reasonable stuff? I was trained by one of the best, and 30 years after the fact I still run into customers who remember who we were and what we did for them! And many want to know if we're still in the business. All I can say is - Thanks...
