The Troubleshooting, Service and Maintenance (TSM) course from NTS is relatively new, but it's already proven to be an extremely popular course. With a focus on problem-solving and servicing security systems, TSM makes one of your company's most profitable engines perform even better.
In an industry that maintains long-term relationships with its clients primarily through monitoring, system maintenance and upkeep is an additional opportunity to connect and serve the customer base. It can also be incredibly profitable - or costly.
"Typically, a service call can make or break your company's reputation," says Joel Kent of FBN Security and an NTS Senior Instructor. "If customers say - yeah, the technician was great, he was in and out, the charge was reasonable - that's a good thing," he says.
But if the technician spends too much time on the job site, or needs to make too many calls to tech support to solve a problem, it can be a problem. "You don't want the customer thinking the tech doesn't know what he's doing and is learning on their dime," says Kent.
Every business owner knows the cost of a service call, and if a tech isn't prepared to fix the problem, the company's cost may increase without the ability to charge the client for that additional time.
"If a tech spends too much time on a job site, you'll have difficulty billing the customer for what it really cost you to have him out there," says Kent.
TSM is designed to ensure that your techs are more efficient when they're on the job site, and that they can properly find the problem and fix it. According to Kent, TSM teaches how to be a detective -- how to recognize the problem, fix it, then reexamine the situation and be confident the problem is fixed.
The big thing is to have technicians establish the troubleshooting mindset and properly examine the system. You don't want them to get tunnel vision and fix the first thing that looks wrong and then leave.
Kent says it's important to take notes during troubleshooting. When you take notes, he says, you'll stop repeating steps. And if you really hit an hurdle and need to call tech support, having proper notes will allow you to provide answers to tech support's questions.
Poorly trained technicians don't do this, says Kent. "They don't even call tech support prepared to answer the basic questions."
For a business, a properly trained technician can have a huge impact on costs and reputation. If a technician can service multiple accounts in one day, it's more valuable than one who can only do one. And customer satisfaction goes up when you can fix things the first time.
"Service is the place that will either make or break your company," says Kent.