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Comment on small companies forcing big co out from June 23, 2014 article
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Ken,
I have contributed several times over the years, but this email really got me. I never read the Dave Currie of Damar Security email, so I may be putting my foot in my mouth, but John from NJ frankly seemed to be whinning. John has some really valid points, and up until the end I thought he was going some different direct. Why should we try to force anyone out of the market, this is the USA we are all capitalists, if you want to only allow certain companies to compete, then open your business in a thrid world country.
I am tired of listening to companies who had it great in the 80's when they could charge thousands of dollars for installs and hundreds for monitoring, complain about the good ol days and how the industry has gone down hill. This is basic economics, the market has grown so there is a bigger pie to share, not the same size pie that companies have to fight over for bigger pieces. I love ADT, we take over probably 5 system a month from unhappy customers. I have never lost a sale or bid against ADT, not because I have to lower my prices, but because I take the time to educate my customer to allow them to make an informed consumer decision.
As for letting a customer out of your contract, well that was dumb, but we all do it sometimes, usually I take the time to explain the situation to my customer and then if all else fails I make the call to release them or sue them. The question needs to be asked, why did they leave in the first place, I have had customers leave and usually it comes down to one of two things, they weren't worthy of keeping or I screwed up some how and did not take care of my client. Either way those relationships were doomed from the beginning.
Seriously everyone, we all chose to be in business because we are passionate about our industry and are capitalists, we want the american dream, not a 9-5 government job. Get out there and compete, I always reflect on what I could have done to win a job, I don't whine about it, I will do better next time, some you win and some you lose, but you can always go back to the customer when they are up for renewal with ABC company and try to win their business.
Keith Olstrom
Vanguard Fire & Security Inc.
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Question - charging credit card
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Ken;
We did an install for a customer and used the standard contract we purchased from you in 2013. We secured a CC# for that work but the project needed another item that we graciously installed w/o a revised contract. We invoiced the customer and still have not seen a check. Can we legally charge his card?
Thank you,
John
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Answer
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You should not charge a credit card unless you have specific authorization. While the Standard Form Contracts will permit charging for the installation and the recurring charges, and may cover a service call [which is not on the service plan] or extra work order, where the charge is disputed you should not try to resolve the issue unilaterally by charging the card. At the very least you'll end up being charged back once the subscriber complains. You could have included the authorization in the PO. Use the extra work order we gave you when you purchased the Standard Form Contract.
Another reason for using the extra work order form or the supplemental agreement that comes with the All in One forms is that they relate back to the original contract; they don't stand alone as a PO might. You don't want to give up the contractual protected afforded by the Standard Form Contracts.
One credit card processing merchant is working with many alarm companies of all sizes. Give them a call. They can set you up for recurring charges so you don't have to put them in manually and also answer lots of questions that come up specific to the alarm industry. The company SkyBank Financial, also offers a lowest rate guarantee and special incentives to alarm companies. Contact Thomas Aronica at 800-617-9980, applynow@skybankfinancial.com, http://www.skybankfinancial.com. This company is listed in The Alarm Exchange.
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TO SUBMIT QUESTIONS OR COMMENTS REPLY TO THIS EMAIL OR EMAIL Ken@Kirschenbaumesq.com. Most comments and questions get circulated.
Speaking Engagements
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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
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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
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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
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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
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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