Preparing For A Service Call - Jacuzzi J-315 Manual

1.5 Preparing For A Service Call

1. Know what each call is asking of you; determine whether or not the extent of service can be handled with a
simple phone call or if it requires a visit.
• Determine whether the call is warranty or non warranty. Make sure the customer is aware that
the manufacturer will not cover out-of-warranty service.
• If you plan to charge the customer for travel expenses, make sure that they are aware of the costs
before you show up.
2. Make sure all of your testing devices are functioning properly and extra batteries are on hand.
• Always bring a meter; when calling technical support, please ensure that you have all of
the pertinent information, such as the spa's serial number, model number, the system you
are working on, etc.
3. Prepare your route so you may complete the maximum number of service calls each day.
• A map book or a large map of your service area will greatly increase your efficiency.
4. Bring all the tools needed to properly perform service calls.
• Always have your vehicle properly stocked with replacement parts.
• Have a sump pump available for draining purposes; emptying a spa from the drain line takes a
lot of your time, which we know is extremely valuable.
5. Properly prepare for the day' s service calls.
• When reviewing your calls, think of every possible component and tool that you may need. For
example, if there is a heating problem or the heater doesn't come on, think of all the components
that include anything to do with a heat call, such as the temperature sensor, circulation pump,
main pump, flow or pressure switch, filter, circuit board, heater, etc.
• Prepare for the worst possible scenario and plan to be able to satisfy the subsequent problems
that may arise.
6. Dress appropriately. Although this is one job where shorts are acceptable, to maintain your credibility as a
professional, leave the half shirts and shirts with derogatory or obscene comments at home.
• Finish your cigarette before speaking with the spa owner and remember - no drugs or alco-
hol!
7. Be on time for your appointments. If you are going to be late or can't make the appointment, call the cus-
tomer to inform them of what' s happening.
• Call your office and ask them to call the people on your schedule to tell them you are running
late.
8. Always support the product that you service.
• Do not berate the product in front of the homeowner. It is essential to maintain the integrity
and reputation of the product, and berating the product may affect your credibility as an autho-
rized service professional.
• If you feel there is a problem that needs special attention, call us or complete a Quality Alert.
Remember, this is a partnership between you and the manufacturer - we want to provide the
best quality product possible, with your business providing the best service possible!