From beginning to end, there are many factors that can derail a deployment, maintenance call, or break fix. Here are some common ones we have seen delay jobs many times, and some ways we’ve learned to avoid them.
There’s no situation more uncomfortable than when a deployment is delayed or prevented due to incompatibility with the installation site’s existing infrastructure. Technologies like VoIP and software tools can require proprietary equipment or a lot of bandwidth to perform correctly. If a client is told they are going to be receiving a product or service, only for the technician to arrive and find it’s not possible, no one is going to walk away happy. If updates come out that need to be installed, the same issue can arise if the user wasn’t prepared to facilitate the update, or if their hardware can’t support it. These issues can be easy for a technician to address in advance, as long as they have access to the site before beginning the deployment.
2. Poor Communication
Technology field services are also hampered by a lack of communication between the service provider and their client, or between two offices, or any number of possible relationships where dialogue isn’t going on. Maybe the internet provider knows they need to send someone to an apartment building, but if the property manager isn’t informed, the technician might not be allowed to do the work. At the very least, verifying the tech’s assignment will mean a lot of wasted time. Lack of coordination causes delays to many projects both big and small.
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3. Inexperienced or Unprofessional Technicians
It may also happen that a technician who just isn’t qualified might be hired to do the job. Even if they figure it out eventually, the additional time spent and risk of incorrect installation or repair is bigger than the reward of a poorly done installation—which is actually no reward at all. Worse is when a tech shows up late, leaves a mess, or acts rudely. We work hard every day to find technicians that do just the opposite and make them part of our network, but if you’re doing the hiring on your own, a strict vetting process is recommended. Depending on the complexity of the install or repair, you may even need to give them a test or ask questions to gauge their knowledge.
4. Lack of Follow Up
We all want to think of technology as something that is just installed and works fine all the time, so for a technician, following up with an end user is an easy step to forget. However, failing to do so can mean issues which would have been easy to correct in the beginning aren’t noticed until they become full-blown system failures. It’s also important for the vendor or service provider to follow up with technicians when a job is completed. Collect pictures of the install to ensure it’s up to your standards and check in with the end users at regular intervals when the technology is still new to make sure it’s running smoothly.
These four common pitfalls are always easy to spot in hindsight, but are too often chalked up to “that’s just the way it is” instead of seen as issues that can be avoided. We pride ourselves at DiverseNet on the internal workflows, technician vetting process, and industry understanding that empowers us to avoid these traps catching us too often.
The industry of technology is evolving fast; the constant influx of new hardware and software means new possibilities for error are always present. Learn more about the future of our industry and its skilled technicians in our free e-book, The Technician of Tomorrow.