The notion of service–what it entails, what sets good apart from proactive, and what to expect from a customer care team–is changing. Since client service is at the forefront of everything we do at Acoustic Architects, we wanted to share what our agency philosophy and practice looks like. For this behind-the-scenes perspective, we sat down with Service Manager Matthew Roller to glean his insight, expertise, and predictions for the future of innovative client assistance.
How have demands for service changed?
The internet is now a non-negotiable necessity. In areas with few cell towers and/or concrete walls, home internet still needs to work. It’s on our team to ensure it does.
People expect us to be on the ball before they are. In the past, when a service outage occurred, a fix in 3 hours would suffice, but now we need to have systems back up and running within 30 seconds. Our service maintenance plans allow us to be proactive, so we address issues remotely before our clients even notice a problem has occurred.
Can you share a story about a specific service call and how it was handled?
A longtime existing customer had a situation where their lighting controls suddenly went offline. I called and said, “Hey, I noticed this went offline,” and the house manager started laughing. Basically, I called at the exact moment she received an alert on her end that there was an issue in the first place. I prefer to be on time for the party, so to speak. Luckily, it wasn’t an immediate issue, and the next morning service was fully restored.
What is the main reason clients purchase a service plan?
PEACE. OF. MIND. They want to know there is always someone they can call to guarantee a fix. Our top-tier plan even includes single business day and weekend support. This is crucial, as weekends and 6:30-8:30 pm on weeknights are the busiest times in a home.
When technology fails, it can create as much stress as a well-produced horror movie. An internet outage is not just an inconvenience these days, it’s a huge crisis! We’re here to make people feel less helpless.
What are a few important points you want the AA audience to know about care plans?
- Most often, remote troubleshooting and support resolves the issue.
- When issues require a physical response, we have on-site resources available 7 days a week.
- There are several tiered plan options at varying price points:
- AA Care includes basic monitoring and support.
- AA Care+ includes proactive support, where we know about any issues before the client. At this level of care, we become more of a “home technology partner” and remote support team.
What does the future look like for AA’s client services?
We’re constantly looking to increase our availability and provide quicker responses to service calls. Our team has grown over the past few years, and our ratings and high marks from satisfied clients continue to rise.
For territories beyond South Florida, we can now provide remote support and outsource partners/vendors worldwide. We’re also expanding into different and exciting verticals, including lighting fixtures, power, and power control systems.
We’re constantly adapting, growing, and enjoying the challenge. Overall, we’re in a great spot to be able to handle everything that comes our way!
Responsive Living, the term coined by Acoustic Architects founders, Aaron Flint, and Spencer Hauldren, is the concept of seamlessly enhancing the client’s unique lifestyle using smart home technology. Responsive Living allows you to interact with your space via touch input, voice command, and predictive automation, placing you in full control of your home.
If you would like to learn more about integrating new systems into your smart home system, feel free to connect with us. We will be happy to schedule a demo with you.