Post Season Snow Review Webinar Group
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Questions from the Webinar
Discussion started by Brian Birch , on 23 March 07:31 AM
Here is where we will post any questions that didn't get answered in the webinar, and all of you can help answer them, along with our presenters.
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Troy Clogg, CSP provided some answers to some questions below from the webinar, see below:
Business Management
Q: Do you have a clause about a slip and fall in your contract?
Yes , there is great language available in the SIMa library.
Q: if the client provides a contract, should you (the person providing the service) sign it or give them your own contract? Depends on the situation. You will have both situations. Just make sure you read and understand their contract if that is the one that is used.
Q: What system is troy using to track all of his information?
It is a proprietary system that we have created and mastered over the years…..but stay tuned…
Q: Do most companies market snow services year round?
As best you can yes, always include it in conversations and marketing information. But remember, it is up the customer to decide when they really want to deal with their decision.
Q: how about amendments to management company's contracts, is anyone doing this?
Yes, just be careful, clear and empathetic when working this out.
Q: How do you deal with people that dispute their January bills now...for instance now complain about service but never called during storms?
We make sure that they receive documentation of the days events and weather. every single day that we service, or even inspect their site(s). We send this to them either by email or fax, their preference. We also talk about this before the season starts and ask them to help us make our service better, please let us know immediately if they are not happy with something. We have found that if weeks later when they try to dispute our service, we can then have a polite conversation about the fact that “we would be happy to correct any problem they have, but we need to know at the time of the event….
Business Management
Q: Do you have a clause about a slip and fall in your contract?
Yes , there is great language available in the SIMa library.
Q: if the client provides a contract, should you (the person providing the service) sign it or give them your own contract? Depends on the situation. You will have both situations. Just make sure you read and understand their contract if that is the one that is used.
Q: What system is troy using to track all of his information?
It is a proprietary system that we have created and mastered over the years…..but stay tuned…
Q: Do most companies market snow services year round?
As best you can yes, always include it in conversations and marketing information. But remember, it is up the customer to decide when they really want to deal with their decision.
Q: how about amendments to management company's contracts, is anyone doing this?
Yes, just be careful, clear and empathetic when working this out.
Q: How do you deal with people that dispute their January bills now...for instance now complain about service but never called during storms?
We make sure that they receive documentation of the days events and weather. every single day that we service, or even inspect their site(s). We send this to them either by email or fax, their preference. We also talk about this before the season starts and ask them to help us make our service better, please let us know immediately if they are not happy with something. We have found that if weeks later when they try to dispute our service, we can then have a polite conversation about the fact that “we would be happy to correct any problem they have, but we need to know at the time of the event….
Tuesday, 29 March 2011 07:38
Q: How do you deal with people that dispute their January bills now...for instance now complain about service but never called during storms? ANSWER (from Troy Clogg): We make sure that they receive documentation of the days events and weather - every single day that we service, or even inspect their site(s). We send this to them either by email or fax, their preference. We also talk about this before the season starts and ask them to help us make our service better, please let us know immediately if they are not happy with something. We have found that if weeks later when they try to dispute our service, we can then have a polite conversation about the fact that “we would be happy to correct any problem they have, but we need to know at the time of the event…."
Tuesday, 29 March 2011 05:34
Q: How about amendments to management company's contracts, is anyone doing this? ANSWER (from Troy Clogg): Yes, just be careful, clear and empathetic when working this out.
Tuesday, 29 March 2011 05:33
Q: Do most companies market snow services year round? ANSWER (from Troy Clogg): As best you can yes, always include it in conversations and marketing information. But remember, it is up the customer to decide when they really want to deal with their decision.
Tuesday, 29 March 2011 05:33
Q: if the client provides a contract, should you (the person providing the service) sign it or give them your own contract? ANSWER (from Troy Clogg) Depends on the situation. You will have both situations. Just make sure you read and understand their contract if that is the one that is used.
Tuesday, 29 March 2011 05:32
