Positioning Your Customers for Zero False Alarms

SILVER SPRING, Md.—Have you wondered: If alarm users cause 76 percent of all false alarms, then why does the electronic systems industry have a bad reputation when it comes to false dispatches? Everyone has been there. Instead of just blaming the customer, the industry can look at why these alarms are happening.

The National Burglar and Fire Alarm Association (NBFAA) advises installing alarm companies to position themselves for zero false alarms. As an industry, companies are not spending enough time instructing customers on how to use alarms.

To minimize false alarms, here are some helpful steps:

– Allow the customer a period of time to use the alarm before the central station begins dispatching (several days to start).

– Make a second appointment to give detailed instructions on the proper use of the alarm system, making sure that all alarm users are present.

– Aside from showing the consumer how the system works, explain in detail the delay process, especially exit delay, and make sure the customer is fully aware of how it works (remember, the SIA Control Panel Standard default is 1 minute exit delay and 30 seconds entry).

– Explain the alarm verification process and make sure that the customer knows how to cancel an alarm.

– Make sure the customer has adequate delay periods for arming and disarming the system.

If your customer is experiencing false alarms, ask yourself these questions: What is the root cause of the customer’s error? Is the delay time too short? Has the user been adequately trained? Is the equipment the proper choice for the environment? False dispatches may often be due to customer error, but dealers can help prevent the customer from failing.

Source: The False Alarm Network

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Tagged with: False Alarms Business

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