Many home technology integrators tend to focus on the design and installation aspects of their jobs. They’ve honed their skills, implemented jobsite efficiencies, and developed effective methods of tackling projects within budget and on tight schedules. These are all good attributes, certainly, but as pointed out by the presenters at the Home Technology Association’s ‘Best of the Best’ Customer Experience Summit, held recently in New York City, integrators often miss the boat when it comes to providing great customer service.
“Service has evolved into a modern operation of a dealer’s business,” remarked Summit presenter Joey Kolchinsky, founder and CEO of OneVision Resources. “If integrators aren’t grasping this notion, they should be because there’s a huge opportunity to differentiate themselves—and reap more RMR than even monitored security can provide–through impeccable customer service.”
Kolchinsky kicked off the day-long educational event, held at the showroom of HTA-certified integration firm Gilmore’s Sound Advice. Although the common practice of 24/7 monitoring of customers’ home technology systems is commendable, Summit presenters suggested to attendees other effective ways to develop stronger, more comprehensive of customer service practices. The word “concierge” was mentioned numerous times throughout the day, as presenters advised providing home technology clients with the same level of service as they would find at a luxury hotel.
“High-end homeowners have come to expect the best, whether it’s the automobile they drive, the watch they wear, or the hotel they frequent,” said Ben Pearson, owner of BMP Lifestyle, LLC, a company that provides private lifestyle services to luxury homeowners.
“The experience they have with the technology in their home should be no different, and for the integrator this means providing a white-glove level of service, from the uniforms the team wears and the vernacular they use when speaking with clients to ensuring that ‘checking in and checking out” of their home is just as easy as the procedure at a high-end hotel.
This post originally appeared on CEPro at https://www.cepro.com/news/home-technology-association-summit/
