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FIRE MARSHALS 
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Ken
    When our company does Fire Alarms, I print up an extra set and take them to the local Fire Station that will be responding to the job. The local always questions why I do this, I just tell them that I want them to have a copy before inspection so they know what I'm doing and what to look for. I've never failed an inspection doing this, so for the price of an extra set of prints, Kinko's, I have enjoyed failure free inspection. When I do run into questions they are answered with a question, I don't always 'win' but there again almost never get 'shot' down, Keeping it simple and up front has done us well. Please do not post my company or name. thank you
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BACKROUND CHECKS
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Ken
    Regarding background checks, who should be cleared: owners, installers, technicians, central station monitoring staff, anyone handling customer info?  Where do you draw the line, and how extensive should your check be?
Ian
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RESPONSE
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    Depends on your jurisdiction.  If your state requires licensing or registration, including company owners and employees, or class of employees, then the state may perform the background check it requires, usually searching for felony convictions.  Be careful with back ground checks and declining applicants based on those checks because one or more of the criteria you use to disqualify an applicant may be unlawful discrimination.  Probably better not to give any reason for not hiring [and often firing].
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PROBLEM SUBSCRIBERS FROM FEB 14 2015 ARTICLE
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Ken
     I read and then printed Jessica from NM's email and advice.  From about the second paragraph on, I realized that the response was written by a woman.  Over the years, I have come to rely heavily on women's advice on things.  I say this for two reasons.  First, I value Jessica's advice on this matter.  Secondly, I think women look at problems from a different perspective than men, and between the two, a workable solution can usually be found.  
     I had already started dealing with this woman differently by the time I read Jessica's response.  This woman always blocks her number when she calls me, so after hours if I get a call and there is no Caller ID info available, I don't answer the phone.  Generally speaking, if it isn't the problem customer, it is a sales or political call anyway.  I've come to realize with this woman that if it is something that she really feels is an emergency, she will call back with her number not blocked and or leave a voice mail message.  If I'm near my computer, I'll log into my Central Station account and see if there is any recent activity on this woman's account.  I try to always be responsive to my customers (after all, we are in a service business,) but with people like her, lines definitely have to be drawn.
     Much like Jason's customer, the police in her town are aware of her situation, and I don't think they have been too quick to penalize her with fines for what would amount to being false alarms.  I've spoken to several of the officers, and they realize that she has a problem.  Who knows what type of mental state that she would be in if she received fines for every call to the PD?  It isn't a matter of misery loving company, but I was somewhat relieved to hear that they are making a real attempt at allaying her fears and not making it an adversarial relationship.  I particularly liked Jessica's one line "while she is a priority, her systems are functioning and she is not your only customer.  Remind her that when you are working on her account she is your main focus, but that your other customers expect the same level of service."  I would like to sincerely thank Jessica for her advice.
    As Always,
John from NJ
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RESIGNING CONTRACTS
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Ken,
    We recently bought a small company with about 30 accounts. Most have existing contracts. Should I send them all our contracts to sign or should just wait until the old company’s contracts expire? Thank you.
anon
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RESPONSE
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    You can try and re sign them.  You should combine that effort with offering a survey to make sure the system is operational and if it can be updated.  By survey I mean going to the house to inspect, but I suppose you could send a written survey.   I dont have one but you should be able to put one together describing all the new technology that you know they probably dont have
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