When Technology Lets You Down, Your Technology Partner Should Show Up
By Lawrence Walters, Imagined Home Technology
A client recently reached out about the outdoor TV on his back deck. It had been there for four or five years and had become something he really enjoyed, especially in the fall.
He had already done some troubleshooting and was pretty sure it had failed. I offered to come out and take a look. Sometimes we find something simple. Sometimes we show up and everything mysteriously starts working again. Either way, I wanted to see whether we could help.
This time, after some additional testing, it was clear the TV wasn't working.
I called him at work with the update. Because it was a higher-end model and wasn't that old, I suggested having it evaluated for repair.
His first question was how long that might take.
I told him it could be a few weeks at the soonest, but honestly, it was difficult to say. He then asked what a replacement would cost and how quickly we could get one.
That's where the conversation changed.
Understanding what matters in that moment
Here in Southeast Michigan, we know how quickly the outdoor season can get away from us. This client enjoyed watching football on his deck. Waiting several weeks meant giving up some of the time he most wanted to use it.
I made a quick call to confirm pricing and availability. We could get a replacement locally, and because we had already blocked time for the service appointment, we had time to pick it up and install it that afternoon.
When I called him back, he was still disappointed that his TV had failed. But he was ecstatic that we could have a replacement up and running the same day.
We went from identifying the problem to having it solved within about two hours.
Those are the moments that make running a smaller company really fun. With fewer layers between the client, the decision, and the work, sometimes we can make something happen right away.
The next day, we took his old TV to the servicer for evaluation. Once we have a repair quote, he can decide whether it makes sense to repair it for another spot at his home or another property. That possibility is still open, and he didn't have to spend his time transporting it and arranging the evaluation himself.
Pay attention to the priorities
When you're choosing a technology company, the questions you ask matter. So does what the company seems interested in learning about you.
Are they listening to how you want to use your home? Are their recommendations connected to that experience? Do you feel comfortable explaining what you want, even if it isn't what they initially proposed?
I'm not a fan of telling someone a product is bad simply because we don't offer it. My concern is whether the products we provide can deliver the experience our client wants and expects, and whether we feel confident supporting them.
That same attention should carry through after the sale. In this case, repair was worth exploring. Once the client explained that he wanted a replacement option, we had another direction to investigate. Giving him clear information helped him choose what worked for him.
You should know what happens next
We won't always have an immediate answer. Some problems require a visit. Others require conversations with a manufacturer or time with a servicer.
What we can do is explain the next step and set a reasonable expectation for follow-up.
That might mean making a few calls and speaking again later that day. For something more complicated, it might mean agreeing to reconnect later in the week. If we know we need to troubleshoot on-site, I want to get that visit scheduled as soon as we can.
And if the time we discussed arrives and we're still waiting for an answer, I believe we should check in anyway. I'll follow up with the vendor and let the client know we're still waiting, but that we've requested a response.
There is value in knowing someone is still working toward a resolution. You shouldn't have to wonder whether your problem has been forgotten.
The cost should be part of the conversation
I don't want a client to get a surprise service bill.
If the issue falls within the scope of our work and applicable warranty coverage, there may be no charge, and I want the client to understand that. If the work is outside that scope or coverage, I like to provide an estimate up front.
Warranty coverage and the work needed to diagnose, remove, transport, or reinstall a product aren't always the same thing. We should explain what applies to the situation before asking a client to make a decision. If more diagnosis is needed before we can estimate the repair, we should be clear about that too.
Follow-up belongs after the fix, too
Once an issue appears resolved, I usually check back in a day or two, or after the weekend, when the client has had a chance to use everything again.
Something working when we leave is encouraging. Hearing that the client has been enjoying it without the original problem returning helps us understand whether we've actually taken care of the issue.
For that outdoor TV, the experience we're trying to protect is simple: time on the deck, football on, and a client enjoying his home.
Where service becomes hospitality
I think service creates some of our best opportunities for hospitality.
It's easy to provide a good experience when everything goes according to plan. When something fails, it takes more attention and effort. It can also become a much more meaningful opportunity to take care of someone.
We can't promise every problem will be solved in two hours. That afternoon, availability and our schedule lined up. But listening, explaining the options, communicating about cost, and following through are things we can keep working to deliver every time.
At Imagined Home Technology, we want clients to feel comfortable reaching out when something isn't right. Technology will occasionally need attention. When it does, we want you to feel confident in the people you've chosen to help.
If you're planning a technology project in Southeast Michigan, we'd love to talk about how you want to enjoy your home—and what taking care of that experience should look like over time.