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COVID-19 Safety Protocols

Some of our customers are understandably concerned about the possibility of inadvertent transmission of contagions when technicians enter their homes and businesses.  With that in mind, I wanted to share the safety protocols that we have in place to minimize this possibility:

  1. 15-Day Pause
    On March 19, 2020, the Centers for Disease Control (CDC) and the White House called for a 15-day pause.  To this end, we have been postponing non-urgent appointments such as routine maintenance visits.  If the CDC, state or local governments extend this period, we will follow suit.
  2. Scheduling
    When scheduling, our customer service representative will ask and note answers to the following questions. For any customers answering in the affirmative, manager approval is required prior to dispatching a technician to the site.
    • Do any members of the household have any cold, flu or respiratory symptoms?
    • Have any of the members been asked to self-quarantine by a medical professional due to possible COVID-19 exposure?
    • Have any of the members returned from international travel within the past 14 days?
  3. Hygiene & Sanitation Protocols
    Our technicians are receiving regular instruction and guidance that will continue for the duration of the pandemic to ensure that they are employing appropriate hygiene & sanitation protocols.  These protocols include:
    • Hand Washing
      Technicians are to wash their hands with soap and water for at least 20 seconds, or sanitize using an approved hand sanitizer, at the end of each customer appointment.
    • Wearing Gloves
      Technicians are to wear disposable gloves when on site at customer locations. Gloves are to be removed and disposed of at the completion of each call.>
    • Sanitizing Tools & Surfaces
      Tools, tablet computers, phones, and other frequently touched surfaces are to be sanitized at the end of each work day using an EPA-approved sanitizing solution.
  4. Social Distancing
    To avoid inadvertent transmission of contagions, avoid close quarters with others. Specific protocols for this include:
    • Avoid Shaking Hands
      Avoid physical contact as much as possible. This includes a prohibition on shaking hands and other close interactions.
    • Tablets & Phones
      To the greatest extent possible, do not allow anyone to touch your tablet computer or cellular phone. Except in the case of warranty work where a customer signature is required, technicians may write “verbal” and the customer name in the signature field.
    • Contactless Payments
      To the extent possible, technician should encourage customers to use non-contact methods of payment such as Apple Pay, Google Pay, or cards that are equipped for non-contact payment. In the alternate, we ask that customers insert the card into the chip reader without touching the reader itself.

These protocols will minimize the chances of inadvertent transmission of contagions between customer sites. As always, we encourage our team members and our customers to make the best decisions available to them. If you are more comfortable waiting until more is known, we fully support that decision. Stay healthy!