**************************
Reply to John in NJ from June 27 2014 article
Rule # 1 ....Life is not fair.........
Rule # 2 .....Everything can only be regulated so far and it then begins to work against you.
Rule # 3 ...Truism from my early days as an NTS instructor.... Professionals compete with Professionals ....Amateurs fight with Amateurs.
You are not the only company facing the problems as you have outlined (Different states, different company names..... same problem)
While frustrating, continue to improve the professional status and standing of your own company. Quality never goes out of style.
After they have dug the hole, it doesn't take much to bury them. I've closed the casket on more than a few.
John W. Yusza, Jr
************************
June 30, 2014
**********************
Comment on police training subs from June 25 2014 article
***********************
Ken;
I think the idea of the police department having to train anyone in the use of their security system is ludicrous. I'm sure it can help with preventing false alarms, but this takes addressing the lowest common denominator to a new level (or new low.) Many alarm manufacturers have stopped printing end user manuals. The reasons being, A) Cost and B) No one reads them. The end user manuals are available online and can be downloaded in a pdf file. I have gotten into the practice of emailing the file to my customers and also have posted the manuals for the panels that I use on my website.
But none of this takes the place of spending five minutes with a customer explaining how the system works. I believe the statistic is user error accounts for about 85% of all false alarms. As much as I am against fining people who are having problems with their security systems, those that don't pay attention or fail to train their employees should be fined.
My constant complaint with municipalities, is that as much as they want residents to have security systems installed in their homes to reduce the burden placed on law enforcement, they turn a blind eye to the real problems and look for solutions that make money for the town. (ATB is a classic example.) They work in an autocracy and I find it easier to reason with the DMV or the IRS than getting any compassion from ATB. With their system, a customer pays an exorbitant fee annually just to keep their alarm system registered, and they get only one false alarm per calendar year. The fines do help to cut down abuses by careless customers, but if someone has a problem with their security system, they are well into the fine schedule before it gets resolved. The intent was to punish the knuckleheads, but that idea was lost on the idea of towns making money from ATB.
I have my own ideas for how to cut down on false alarms, but apparently it doesn't jive with those in the industry who would have their customers spend much, much more on residential security.
Best wishes,
John from NJ
****************************
Question - can you cancel the sub
***************************
Ken,
Avid reader of your letters, great forum. I have a question about canceling a customer who has stated he is getting a new alarm company for his monitoring. This customer has been nothing but a problem customer. Can we (the alarm company) give him 30 days’ notice and tell him we are canceling his account as of 30 days from the date of our email to him? In essence firing him since he has already stated he is pursuing a new alarm company. Are we under any obligation to continue his service past a 30 day notice? We have a signed (your) standard alarm contract with him.
Keith
********************
Answer
*******************
You cannot unilaterally "cancel" the contract, just as the subscriber can't decide to cancel with impunity. Your cancellation would constitute a breach of the agreement. The subscriber's remedy for your breach is finding another monitoring company and going after you for the difference between what the new company charges and what was being paid to you, assuming it's more. If it's less then the subscriber has no damages.
There are more effective ways to get out of your contract with a subscriber you just don't want to continue servicing. And by the way, just because the sub lets you know that it is looking for another alarm co that would not constitute a breach of the agreement; not even an anticipated breach which might be actionable. You do have options. One is to increase the monthly payment. The Standard Form Contract permits 9% per year and the sub is committed to pay the increase. However, you could allow the sub out of the contract if the increase is objectionable. You can start charging for services that a problem sub might be causing you, such as service calls or programming issues. If you've been providing those services for free, you don't have to continue. Nothing in the contract offers those services for free. There is a limited warranty and a service contract - but only ordinary wear and tear is covered; charge for non covered services.
You can sell or assign the contract to another alarm company. Pick someone you don't like and give it to them for free. Or start a rumor how great a sub it is and maybe someone will steal it. ****************************
comment on shoddy work from June 27 2014 article
**************************
Reply to John in NJ from June 27 2014 article
Rule # 1 ....Life is not fair.........
Rule # 2 .....Everything can only be regulated so far and it then begins to work against you.
Rule # 3 ...Truism from my early days as an NTS instructor.... Professionals compete with Professionals ....Amateurs fight with Amateurs.
You are not the only company facing the problems as you have outlined (Different states, different company names..... same problem)
While frustrating, continue to improve the professional status and standing of your own company. Quality never goes out of style.
After they have dug the hole, it doesn't take much to bury them. I've closed the casket on more than a few.
John W. Yusza, Jr************************
TO SUBMIT QUESTIONS OR COMMENTS REPLY TO THIS EMAIL OR EMAIL Ken@Kirschenbaumesq.com. Most comments and questions get circulated.
Speaking Engagements
*******************
Quick Response Dealer and Integrator Information and Technical Conference. July 15 -16, 2014 at Holiday Inn - Independence Ohio. All alarm dealers are invited. For more information, schedule and to RSVP contact Margie or Renee at reneet@quickresponse.net or call Margie/Renee at 800 462 5353 www.quickresponse.net
***************************
Alarm Association of Greater St. Louis. September 16, 2014. at Tech Electronics HQs office at 6437 Manchester Ave, St. Louis, MO 63139. Meeting is from 11:45 – 1:30 Video conference presentation starting at 12:15 CST. For more information or to register contact Tony Drago adrago@tyco.com www.alarmstl.org
********************
NYSESA - September 17, 2014 at Honor's Haven Resort, Ellenville, NY. This is the NYS Electronic Security Assoc annual meeting. Presentation on updated contracts and current legal issues will be at 10:30 AM. For more information or reservations contact Dale R. Eller, Executive Director (814) 838-0301 dalereller@itzsolutions.com
**********************
Alabama Alarm Association. AAA's Fall Meeting and Trade Show - October 21, 2014 from 3 to 5 PM at DoubleTree Hotel 808 South 20th Street Birmingham, AL 35205 for more info contact AAA Executive Director: director@alabamaalarm.org (205) 933-9000
*********************
Electronic Security Summit for 2014. October 22-24, 2014 at the landmark Broadmoor Hotel. Colorado Springs, CO. For more information contact Alexander J. Quirin, CEO & Managing Partner, Advisory Summit Providers, LLC., (786) 999-9738 alex.quirin@aspsummits.com www.aspsummits.com
**********************