If someone calls up to report any kind of fault, large or small the person who takes the call has access to our service engineer’s electronic diary.
They are asked when it is convenient for the engineer to call. We then arrange to visit on a specific day in the morning or afternoon. The engineer’s number is then given to the customer so they can ring on the day arranged and find out a precise time to save waiting in. If the problem is urgent a visit will be arranged the very same day.
That’s what we call after-sales.