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Question - take overs
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Ken,
When taking over existing alarm accounts I have always stood firm requiring that our technicians test every single device on the system to verify the existing zone list, programming and functionality of what the customer has. (I have also made it a policy to charge our standard hourly labor rate for this service.)
That being said, I have the potential to pick up quite a few accounts if I'm willing to complete the takeovers without excessive labor charges. It's been suggested that we just change the account number and the central station number, test a sampling of the existing devices and call it good. The level of liability this could potentially open us up to in the event that there are unknown system problems and non-functioning devices seems illogical to me (even with the RMR for the accounts and some sort of waiver for the customer to sign). Do you have an opinion on the "quickie" takeover vs. the "full system inspection/takeover"?
Thanks!
Jessica Webb
GEN-TECH
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Answer
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Let's face it, subscribers are not looking to switch alarm companies and incur a great [or any] expense in the process. Most subscribers switch because of cheaper prices or poor service [and cheaper prices]. So your observation that you could have more take overs if you lowered or eliminated your inspection charges comes as no surprise.
Of course you are bring prudent by inspecting the systems prior to take over. Once you take over the system you inherit that system; you're the one the subscriber or its insurance carrier will look to if there is a loss.
You can limit your exposure by making it clear to the subscriber that you are monitoring the system only and all you did is change the communication pathway; that you're not responsible for the system devices, only communication. I bet most of your competitors won't have much sympathy for you or any alarm company that grows by take overs. You took the account and now you own it, lock, stock and lawsuit. Install your own systems and then you can be more assured the equipment is working properly.
Many alarm companies do in fact grow by take overs, and even those that don't will usually accept a take over. Without proper disclaimers keep in mind that your agreement to monitor and service the system should commence with a thorough inspection. Use the All in One and make sure the Inspection service is used and start your relationship with that inspection service. That would also make sense if you are including a Service Contract because you don't want to have to perform repairs after the Service Contract is signed - better before so that the subscriber has to pay to put the system in working order before you take it over.
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Question - who's your sub after death
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Ken,
We have a customer who is died in 2011. His mother was living in home following his death and running his business. Both are our accounts. The business is now closed. The account is from 1993 which is way before we started using contracts.
Here’s the sticky part….the daughter calls and requests to change password and codes. She states that she is living in home now and that the grandmother will not stay out of the home. She also states that the grandmother claims that she has the customer’s will but will not let anyone see it. I asked if the will/estate had been probated and she stated that it had not. We are in Alabama. Who has control of the home? What documentation do I need from either of them to substantiate their claim?
Please sign me “Anonymous”
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Answer
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Why are you in middle of this family mess? Who is paying you? Your subscriber and his business is dead. You have continued to monitor the residence, without a contract. You insist on a contract from whoever wants to alarm the house. That's who you can take instructions from. Let the grandmother and daughter fight it out. Until you get a court order you can take instructions from your contracted subscriber.
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