October 31, 2011
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Question
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Hi Ken
I realize all sales people just want to sell,sell,sell . But when, what, are the Standards for Holding a Saleman, and Company Accountability for their words,Contracts, Actions.
What holds a sales contract to the defined stated performance if after 3-6 months or even 1-2 years they Start not performing to the specified contracts .
Contracts hold the customer to our client base, What holds the Company to Standards?
Cff/ppp
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Answer
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From the tone of the question I suspect you think there is little if anything that holds an alarm company to comply with its contract obligations or performance expectations. You would be wrong. Here's what alarm companies have hanging over their head to ensure proper performance.
First, customer satisfaction, because without it the subscriber will stop paying. If the alarm company fails to perform its obligations the subscriber is relieved of its payment obligations.
Second, consumer laws and consumer governmental agencies that enforce the consumer laws. These agencies, like the courts, lump almost all consumers into the category of "least sophisticated consumer" and therefore always balances the scale in the consumer's favor. There are a slew of consumer laws designed to protect the consumer. These laws address not only system standards, contract terms, contract notice and execution, equipment, installation requirements and in some cases, unimaginable issues, like lead paint or in California, Proposition 65. The agencies, from Consumer Affairs to State Attorney General, got your number once you're on the radar screen.
Third, industry regulatory groups. UL and ETL come to mind. Fire departments do a good job implementing rules and regulations. NFPA has the fire standards. These rule setters establish customary standards and when you deviate from these standards you risk getting d listed and having your performance deemed negligent.
Fourth, licensing agencies, who, after enough complaints or after its own investigation, often prompted by complaints, yanks your license. Game over.