March 2006 - Plumbing & HVAC

Trucks for the TradeDispatch tipsBy Kevin MorrisonOne of the most critical positions inany service shop is the person whoanswers the telephone and dispatchescalls to the field. A person whotreats the customer with respect and concerncan turn every first-time caller into acustomer for life. A bad telephone mannercan put a company out of business.Here are a few tips:• Always tell the caller what you aregoing to do with the call (i.e. we willpage that out to the service person onImproved ladder racksKnaack Manufacturing has introducedan improved version of its ladder racksfor full-sized vans and mini-vans. Upgradesinclude a universal gutter clamp,Mylar anti-wearstrips, ladderguides and Velcrostraps, zincphosphate undercoatingand adjustable sway braces.A spacer is included to use the universalclamp with Ford and GM vehicles. Thesefeatures have been added to most WeatherGuard steel and aluminum van racks.Knaack Mfg. Circle no. 383Sturdy tonneau coverA tonneau cover provides a relatively inexpensiveway to weather-proof a pickupbed. The SST (Slant Side) from Downeyis available for long and short-bed pickupsfrom 1973to present. Ituses a heavydutyblack anodizedaluminumframe that can be installed inabout 15 minutes, the manufacturerreports. Composite self-lubricating snapseliminate binding and corrosion.Downey Products Inc. Circle no. 384Back-view visionRear obstacle sensing systems fromRostra Precision Controls are designedto assist in avoiding accidents by allowingdrivers to “see” up to 12 feet (threemetres) behind their vehicle or trailerwhen backing up.The systems usemicro-wave technologyto alert adriver that an obstacleis in theirpath through audible ‘beeps’ and an indashdisplay of green, yellow and red lights.Rostra Precision Controls Inc. Circle no. 385call immediately) so that the caller isreassured that something is beingdone.• It is critical to repeat all information,including the phone number andthe spelling of the person's name. In amulticultural society names are oftennot spelled as they are pronounced.Having accurate information makes theservice person's job a lot easier.• Determine the exact nature of thecall. Service people handle differentissues and have different skill sets.Calls need to be dispatched to theappropriate person.• Emergencies can be severe, so contactingthe serviceperson quickly allowsfor minimal damage to someone'shome or office.• It is important to ensure that theserviceperson received the call. If thecall is paged out, the service personshould call in to confirm receipt.enticeDistraught CallersCallers can be distraught due topotential or real property damage.Special care must be taken:• Speak slowly and calmly. This willthe caller to do the same. If thedispatcher gets uneasy, the caller willonly become more anxious. Indicate tothe caller what you will do with the message(i.e. I will contact the plumberimmediately.) This gives the caller theconfidence that their problem will behandled.• Pass the call to your manager if thecaller is extremely distraught. This tacticoften works to calm the caller whonow knows they are speaking to a“supervisor”, who may be able to tellthem more.Kevin Morrison is a communicationsspecialist with BlueSky Communicationsin Toronto.Trailer brake controlThe Adjustable Electronic Trailer BrakeControl from Valley Industries uses solidstatecircuitry for long life and dependableoperation. Designed to handle 1-4 axletrailers with 2-8 brake systems, the onboarddigital display features a continuitylight that tells the driver he/she has a positivetrailer connection. Mounting hardwareis included, with special kits availablefor specific truck and van models.Valley Industries Circle no. 386Circle Number 144 for More Informationwww.plumbingandhvac.ca February/March 2006 – Plumbing & HVAC Product News 43