Tech & Training Lead Times

TRAINING:
Phone appts starting 11/12
Jen has appts starting 11/5 (new trainer)
Onsites starting 11/14
TECH:
Phone appts starting 11/5
Onsites starting 11/6

How does BHD bill for support?

Upon contacting their help desk, customers assume they’re paying for the time it takes to discuss the problem with the technician; research into discovering a solution to fix the problem, and, of course, the installation of the solution. For most retail technology companies, the aforementioned are true. At BHD, nothing could be further from the aforesaid truth.

During BHD technical support training, BHD technical staff is taught to make one assumption: assume it’s a technology problem and not a customer problem.

What does that mean?

The quickest way to get a customer off of the phone is to blame the customer for what is commonly called user error. User error works only when the true identity of the problem was discovered to have been an error created by the customer. But without proper investigatory practices, the technician is making an assumption. In other words, the technician doesn’t know how to fix the problem and attempts to pass blame for the problem back onto the customer. For this, the customer is billed?

BHD technicians are not concerned about user error. They are trained to investigate the problem from the technology perspective. Once the technology is investigated and shown to operate properly only then does the technician focus his attention on the use of the technology. Historically, most calls to BHD support ultimately conclude with user error. And what did the customer pay to discover a user error? Before that question can be answered, another question beckons: What if the problem is caused by faulty technology. In short order, BHD technicians fix the problem. And how much does the customer pay? Not a dime.

Researching a devilishly difficult technology problem can sometimes take weeks. Regardless, the customer does not pay for the research or the implementation of the solution. BHD sold the technology and BHD will pay for the repair of the technology.

Again, how much does a customer pay for correcting a customer error?

Like a technology error, a technician can invest large chunks of time into finding a user error and fixing it. To be exact, the customer does not pay for the research. It doesn’t matter how long it takes for the technician to investigate, create a solution and implement. “On a few occasions a BHD technician has taken days to investigate and discover user error only to bill the customer for the five minutes it took to correct the user error,” says BHD Tech Ken French. French goes onto state that those episodes are rare, due to the strength of BHD technical support and the massive knowledge base BHD techs use to assist in investigating a problem. “I would put our Retail Pro knowledge database against anyone in the world,” says French. “For the last 15 years, we’ve stored every topic and solution related to Retail Pro support. We know what we’re talking about.”

BHD's Great Customer Service Just Got Greater

As most of you know, BHD Techs and Trainers are traveling somewhere nationally or internationally almost every day. Now when Techs or Trainers leave home, they take with them a broader objective. They travel to assist not only the customer requesting the onsite, but other BHD customers who happen to be located in the same area.

That's right - Techs now travel with a list of all BHD customers located in the area of their onsite, and if time permits, will stop by other customers to answer questions or assist in any way needed. We are providing unscheduled onsite visits at absolutely no charge. We've just broken another one of our own rules to take the best care possible of you - our valued customers.

Keep an eye on our Techs on Tour schedule at: www.bighairydog.com/techtour.htm. You may be getting an unexpected visit from a BHD Tech or Trainer next time they're in your area. We never stop looking for new ways to be the best Retail Pro service provider in the industry.

Email Blasts Land Positively

From a company who plays Jimi Hendrix and Lynyrd Skynyrd on their music on hold, the concept of email finally took hold recently when BHD staff replaced contacting customers via telephone for 21st century email technology. The comments from clients are all good. “For years, we’ve contacted each customer to ensure that all was well with their technology,” states BHD VP Rob McGormley. “Typically, we’d catch them in the middle of a sale and their response to our call would usually include an expletive as they hung up on us.” After a decade of abuse, BHD staff decided that perhaps email was a better conduit to keeping in touch with its customer base.

The emails include links to surveys, comment fields and the ongoing development of technology.

“The comments we’ve received from customers are not necessarily “good” or “bad” says McGormley. “Clients are offering advice which we immediately implement into our customer service. A high-priced consultant couldn't provide the insight that our customers provide to BHD."

BHD Expands Accounting Link Support

As many of you know, Jamia, who led BHD’s Accounting Dept. for six years, accepted a wonderful opportunity that has taken her to the other side of the globe. She has moved to Melbourne, Australia, to work for a multi-global telecommunications company.

Jamia wants everyone to know she will miss her friends at BHD greatly, and will miss serving our awesome customers.

BHD has recently expanded it’s Accounting Link Support Dept, by adding two new people, Norman and Darrell, to the staff.

Darrell was born in Oklahoma and did his share of moving as a child. Besides living in Oklahoma, he also lived his early years in Kansas and Texas before moving to California.

He was an Electronics Tech in the US Navy, worked for Tandy Corp. for about 10 years and then worked for CompUSA for the next decade teaching MS Office. He has been married for 34 years, has 2 boys and 2 girls, ranging from 19-30 years old.

Norman comes to us with 15 years of Quickbooks experience, and will be a great asset to the BHD Accounting Department. Norman is native to California, born in San Francisco, and raised here in the Sacramento area. His past experiences and work history have prepared him well for this new opportunity.

Both Darrell and Norman appreciate the team spirit they find at Big Hairy Dog. Welcome and Congratulations to both.