The road to hell is paved with failed policies and procedures. For years, BHD has had a policy that trainers train and techs fix. In support of the aforementioned policy, any "how to" question from a customer is kicked to Service Group who contacts the customer and schedule a training appointment. The problem: Training appointments are getting scheduled 3 to 4 weeks out. A customer would have to wait so long to get a relatively simple answer, that they would forget the original question.
Beginning October 23, a trainer will be available Mon-Fri. between the hours of 4:00pm-5:00pm to answer "how to" questions. Why not till Oct. 23rd? "Trainings are booked solid till the 23rd," says BHD Service Group representative Carrie.
Remember, quick questions can be posted on the BHD message board at www.bighairydog.com. Both techs and trainers have 24 hours to respond. Most questions are responded to same day.