So we have been visiting with past clients and they all seem to need serious refresher courses in how to use certain features.

• Airplay to Apple TV
• How to properly use their Remote URC/ Crestron
• How to use Zone 2 or other "Hidden" system features

What are you guys doing (or dream to do when you find the time)?

Anybody doing Youtube videos?

Where are you storing these documents, are you giving them to clients or putting them on your website?

Why are you trying to steal my thunder?


When I did Bitwise, I made a video for clients.  Because it was Bitwise, they could just press the button on the iPad, which would take them to Youtube.

 

We make manuals (paper copies delivered on project walk through with electronic version emailed) with screenshots of their remote controls/equipment with bullet point steps for feature such as Airplay or resetting devices as a first step troubleshooting method. The clients promptly put the manual in a drawer and call us every time they have the most minor of issues. We thought that a short manual with "need to know" info would cut back on the client calls for minor things or simple resets but it didn't seem to help. It seems like most people like the instant phone call resolution method, even though I usually let calls hit voice mail first and deal with things in order of importance. Most of the calls I get are addressed in the user manuals that we produce so it seems like we are making them as a professional formality to signal the completion of the project and as a comfort blanket to the client. We've thought of YouTube because almost everyone has a phone with internet access and it might be easier to look up a quick video than it is to find a copy of the user guide - but they'll probably still find it easier to call us anyway.

I would like this as a way to help my better clients that don't call everyday.

How extensive are these manuals? I have customers who don't like to read, apparently. Others can't seem to keep track of where they put the stupid thing, even though I usually e-mail it to them after handing it to them in paper form. I'm not going to use a thumb drive because they'd lose that ever easier. I just got a call last Wed about a Master Bedroom system that wasn't working for the bathroom speakers. Turns out, the hubby (who wasn't the hubby when the wife bought the house and made the decisions) couldn't get it to turn on, so he started pressing just about every damn button on it, pissing him off immensely. No red light on the Niles muting VC (according to him), nothing. Turns out, they haven't been using the universal remote, which I had set up to operate Zone 2 very easily. I went there Friday and A) he had pressed the power button on the power amp, so it was turned off (it was using the Auto Sense to turn on), B) he had Main turned off and Z2/Z3 turned on and C) the main remote was nowhere to be found and I wasn't going to explore all of the drawers in the room.

The guy's a freaking engineer!

He added a Chromecast to the Family Room system and wasn't happy that it didn't produce sound from the speakers. He said there must be a problem with the network, even though none of their computers or phones have a problem.I went there on Friday and got the Chromecast to connect and stream, using my laptop, their laptop and their iPad. It did disconnect, so I need to look into that but the signal strength isn't a problem.

If we make cheat sheets and manuals, how can we make the clients read the freaking things?

For airplay on Crestron systems since there are no controls I put the instructions on the screen along with an image of the AirPlay icon if I can.

I have sent a client a youtube link once on how to work AirPlay.

It's only the beginning.....