We recently received another call from from a client who was concerned that their on-hold marketing messages were no longer broadcasting. After a little bit of troubleshooting and a few questions, it was ascertained that yes, as a matter of fact their equipment provider was out recently and had performed some minor maintenance. And left them with a non-broadcasting MOH system.
We have seen this exact scenario so many times, it's now one of the first things we ask when someone calls about a MOH broadcasting issue. And more often than not, they answer in the affirmative.
What to do?
- Call your equipment provider.
- Have your ducks in a row. Be sure to tell them the date/time they came out and who the technician was.
- Inform them that yes, they performed the service they came out to perform, but in doing so they inadvertently disconnected your messages on-hold broadcast.
- Stay friendly - you want to keep them on your side. Tell them that you understand it was done in error, but the error was theirs and you appreciate their ability to correct their mistake.
- Most importantly - do NOT allow them to charge you a service fee. You may have to get firm here. Many equipment providers are notorious for nickel & diming (or benjamin-ing) clients every time they make a service call. INSIST that they MUST do this to make your phone system perform in the way it was performing BEFORE they came out.
- Stay friendly, but firm. Keep reiterating that you appreciate their professionalism and their willingness to correct their problem.
- If they continue to push the service fee issue, take it up the food chain. Talk to the manager or owner. Most folks are reasonable and understanding about good customer service.