We always value our customers’ opinions – whether they’re positive or negative – so it was gratifying to hear from a recent Ignition Interlock customer in Westchester County, New York.
We changed his name to protect his anonymity, but “Mark” completed his one-year Ignition Interlock requirement in December 2021. After his IID was removed, Mark contacted us to share his thoughts about our Ignition Interlock program in New York.
Never More Than a Couple of Speeding Tickets
Mark says he rarely drinks, and virtually never drinks and drives: “In 30 years of driving, I’ve never had more than a couple of speeding tickets.”
On one occasion, however, he met with a longtime college friend over drinks at a bar. After they parted ways, Mark was stopped at a law enforcement checkpoint.
Although he hadn’t consumed a heavy amount of alcohol, he still met the threshold for DWAI (Driving While Ability Impaired by Alcohol). As a result, he was required to use an Ignition Interlock Device for one year.
Two Calls, Two Strikes
Mark has a background in sales, and isn’t a novice when it comes to customer service. He researched three prominent providers – including Smart Start – and got a different experience each time.
His interaction with the first provider was not positive. They were very aggressive – in his words, “sharky” – and largely relied on fear-based tactics.
“I wanted to do more research, but they wanted to close it right then,” he said. “They basically said that if I didn’t sign with them within 48 hours, they would pull their offer.”
His second call to another provider was equally unsatisfying. “Their rep didn’t really understand the area,” he said, particularly Ignition Interlock in New York. “He came across as not being very knowledgeable, without the right support or understanding of what they were trying to sell.”
Positivity from Smart Start
His third call was to Smart Start. The first thing he noticed was a change in tone and attitude.
“Your people had their act together as far as dealing with customers,” he said. “They were more empathetic and compassionate, and very willing to work with me. I never felt like I was being belittled. It was clear that they wanted my business, but they weren’t sharks.”
Onboarding, and Ignition Interlock Installation in New York
“The Sound Concept represents you and your product very well, with spot-on professionalism,” he said. “They had a hands-on style, and that same sense of empathy and compassion.”
Mark continued using The Sound Concept for his periodic IID calibration. “I wish I could get that kind of service in other situations,” he said.
Customer Care When He Needed It
Technicians worked with Mark during his installation to ensure that he understood how to use the IID. Even so, he said, questions arose while he was getting acclimated to understanding and using the Smart Start device.
That’s when he relied on our Customer Care specialists. “They were always there to pick up a call, even if it was later into the night,” he said. “If I had an issue, they’d stay on and walk me through it from start to finish.”
In once instance, he said, he inadvertently contaminated the IID mouthpiece with hand sanitizer. Since it contains alcohol, it affected the test result and kept him from starting his car. He called Customer Care for guidance.
“They walked me through gently rinsing and cleaning off the mouthpiece,” he said. “Within 15 minutes, everything was cleared out, and I was back on the road.”
“I Feel Like I Made the Right Choice”
Just after his IID requirement was completed and the appropriate paperwork was in place, he scheduled a removal appointment at The Sound Concept. “It was very easy,” he said. “They literally got me back on the road in about 45 minutes.”
Naturally, Mark is quick to point out that getting an Ignition Interlock Device isn’t at the top of anyone’s wish list.
“For a situation that nobody wants, and to have a company like yours help me through the process with a ‘we’re there for you’ mentality, I feel like I made the right choice,” he said. “If you want a company that can be empathetic and personal, with hands-on technical knowledge, you couldn’t ask for anything better.”