4. Procedure (Main Process)

A. Arrival & Safety

• Note the time.

• Introduce yourself and state your business eg "Good morning, I'm John from Fort Knox Security, I'm here to look at the gate"

• Asertain the issue. It may be different from the jobsheet and different from before. Ask cutomer to be specific, eg did the gate stick open or closed, once or many times, did this happen for just you or for everyone?

• Conduct quick visual safety compliance check, obvious things only for now.

• Politely and gently point out dangerous/non-compliant features (pinch points, entrapments). Do not go overboard at this stage but it's important to mention safety early(ish) on.

• Explain upgrades clearly — no scare tactics.

• Photograph everything before and after any work, including the whole system.

• If required, eg it looks like diagnosis is going badly over the 30-60 mins, clarify the purpose of visit and time limitations, our policy is 30mins to diagnose a system (in reality we allow 60 but only in exceptional circumstances). If you cannot diagnose the system after 30 mins we communicate with the customer. "30 mins without diagnosis is free, thereafter it's chargable. Are you OK to continue?"

• If we can fix the system we should do so, in which case all the time and parts are chargable. This is subject to customer approval.

• If we do a timely diagnosis and we have parts to fix it then communicate this to the customer with parts and labour costs. Parts cost can be foud on the FortKnoxSecurity.co.uk/webshop or call the office.

B. Diagnosing the Fault

• Work logically — most issues diagnosable in < 30 mins.

• Get help  — call a more experienced member of staff or tech support, or someone who may have the info you are missing.

• If over 30 mins needed, pause and discuss with customer and office.

• Avoid wasting time on intercom cable faults — often better to recommend a GSM intercom replacement.

• Always look for root cause, not just the broken part.

• Be clear about what's possible. If you cannot test a component for any reason it is important to communicate this. If you think it's possible there are two problems but can only fix one then say so. Never tell a customer "that's all fixed now" unless you are 100% sure, which in practice you rarely are. Say instead "I have changed the keypad which was the most likely cause of the issues you described". You can not know if there was a second additional fault, maybe a cable issue, a PSU issue, a user error issue, a software glitch, radio interference, water variable connector issue, or any numer of second additional faults that you have not witnessed and so if you tell the customer that you have fixed it then you will be liable for all and any second additional faults for the entire warranty period of the repair. This is very important. You do not need to be negative or evasive or appear to defer responsibility but clear and fair. Here's and example "I found an issue with the loopcard which was dead and this has been replaced so that is no longer an issue but as to why it failed I cannot say. The loop tests good today but it's a dry day and it may test bad on a wet day. We will have to monitor the situation and you may need a new loop later on" And then log this conversation on your jobsheet so we can remind the customer 6 months later that we had it.

D. Common faults

• Photobeams broken, misaligned, covered by leaves, water logged

• Motor worn out, water logged, impact damaged

• Cable to accessory damaged, worn, corroded

• Hinges worn, gate dragging

• Post rotten and falling over

• Gates twisted, dropped, catching

• User error, network error especially with tech items like intercoms, CCTV

• Safety edge damaged or waterlogged

• Connections bad, especially inside non waterproof areas

• Slug damage to control boards

• Fuse blown by lighting circuit

• Vehicle impact

C. Root Cause Examples

Root causes need resolving. Some customers want a quick fix, cheap, short lived. But most customers want a proper repair to avoid the inconvenience of faulty gates in the future. They recognise that a permanent repair is better in the long run, avoids down time, often works out cheaper in the long run and gives a better aesthetic. Customers appreciate the knowledge upfront, and like the fact that we have treated them with the respect deserved of a proffessional team working for a proffessional client to acheive proffessional results.

Even if you fix an issue on the day to get the customer out of trouble, they still want a quote for a proper repair. 

• Motor submerged due to poor drainage: Quote to fix drainage

• Damp intercom enclosure: Quote to re-mount or change to a surface version

• Gate overweight for motor size: Quote to upgrade motor

• Old/degraded cabling: Quote to re-cable or change to wireless and improve waterproofing

• Control box rusty, full of hole: Quote to replace

• Gate dropping: Quote new gates/posts as required

Include fixes for underlying cause in recommendations!

E. Billing & Authorisation

• If part available and customer agrees → carry out repair.

• Always get proper consent before billable work:
  Verbal approval only valid if between office and payer.
  Otherwise, require PO, email, or formal quote.

• Call office if quick authorisation helps progress.

• Use Online Shop for pricing if needed.

• Photobeams can be sold as 1/2 pair if they are a common type eg Pupilla, FL130, DEA linear. Otherwise sold as a pair. Lenses not sold separately.

• Offer the choice and always explain the fact if a quick fix is an option. Customers will be charge for any repair, even a temporary repair. It is essentila to be clear with them about this and to state to them and on your jobsheet if a temporary repair has been made.

F. System-Wide Check 

• Photograph everything before and after any work

• If it's a first visit or we don't already have the info then as well as photos make a note of the main features of the system eg "a pair of hardwood swing gates on oak posts with a FAAC 770 230 underground and Optimus GSM intercom, exit loop" 

• While on site, briefly inspect the full installation: hinges, rollers, locks, motors, posts, drainage, wiring, control boxes, intercoms. (less so with call outs but when servicing gates a thorough inpection is carried out)

• If we are quoting for a lot of work on a gate that does not comply then we will need to include safety works and it is worth doing a full safety report in Appsheet.

• Log and report obvious deficiencies — builds trust and prevents future failures.

• Estimate parts and labour for any repairs needed — Customers often go ahead with preventative work

F. Finishing off

• Test the whole system in case you have accidentally dislodged a wire or something

• Make sure you have returned all keys, remotes and anything else

• Explain everything to the customer, tell them to expect a quote or an invoice or both

• Ensure your photos are high quality

• Log everything in great detail in Clik immediately (even if you upload it later) I usually tell customers "I'l be 5 minson your drive doing paperwork before I leave"

• Ensure you state which item specifically needs attention, even if it was on the jobsheet initially. EG "RIGHT HAND LOOKING IN ELI 250v 230v fast version does not move with direct power feed and needs replacing" and NOT "Motor needs replacing" 

• Call your next customer, tap in the postcode, leave.