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Tech Update- Repair

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Among our latest benefits, members will be able to participate in our strategic partnership program with OnForce, the trusted online marketplace and nationwide network of thousands of technology service professionals. As part of the alliance, OnForce’s network of more than 12,000 information technology and consumer electronics service technicians (Onforce Pros) will be invited to complete the SBCA’s industry leading certification program, thus promoting the highest standard for the installation of satellite products and services.

Tech Tips

Tools & Materials Tips

  • Importance of Properly Installed Fittings- The time involved in traveling to the service call, diagnosing the problem and then repairing it can be almost as long as doing a whole new install. Not to mention the fact that every time a customer has a service call it has a negative affect on their perception of the service.
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  • Choosing a Signal Meter- With satellite providers continuing to expand their services and introduce new technology a high quality signal meter is more essential than ever.
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Staffing & Training Tips

  • It's The Little Things- It is amazing to think that the least expensive items (the fitting and barrels) in the installation are responsible for a significant portion of service calls.
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  • Finding Quality Technicians- The potential costs for repeat service call and charge backs make it imperative that the installation is done correctly the first time.
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  • The Benefits of Proper Organization- The other day my neighbor was getting a satellite system installed by a local retailer. The job took approximately 3 hours. During this time I watched the tech go back to his truck numerous times to get tools and parts.
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  • Your Company’s Front Line Representative- Failure to use properly trained technicians
    will result in lost referrals, service calls, charge backs and a poor reputation for
    your company.
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Operations Tips

  • Customer Education for High Definition Installations- Customer education is one of the most important aspects of the satellite installation. It can literally be the determining factor in a customer deciding to disconnect their system.
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  • Know Your Rights- Over-the-Air Reception Devices (OTARD) Rule, a federal law, protects the rights of the consumer as to where they can or cannot install and use a satellite dish.
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  • Quality Control- A quality control inspection will provide a number of benefits such as fewer service calls, reduced charge backs, and more satisfied customers along with increased referrals.
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  • Resolving Customer Problems and Complaints- One of the first lessons I was taught when I became a manager was that the true quality of any organization is judged by how they resolve their customer’s problems.
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Sales & Marketing Tips

  • Know Your Competition- Understanding your competition is crucial part of any successful business and is just as important as understanding the products you sell.
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  • Selling Opportunities- Satellite Television is one of the greatest products to sell as it offers you, the professional satellite retailer, opportunities to sell the customer a number of great products and services.
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