| Navigating the Unknown with your New System | ||
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Several years ago - our process of selling and providing a new security or parking control system was like most others. Ideally you and the customer discussed desired features, current challenges, costs, etc and after some due diligence (or not) the customer selected your product and services. The purchase order was sent, the equipment was ordered, schedules are set, the project mobilizes and everyone is excited. Anxiety starts to set in for all as the implementation draws near and once the installation starts there is no turning back. Any miscommunication or unrealized expectations are magnified tenfold because the installers and the rest of staff for the solution provider need to get the project complete in a timely and effective manner. The owner and/or end-user want the project completed as well but the numerous questions, operational needs and the unknowns take their toll. The glow of getting a new system loses its luster and we can’t see the forest from the trees. Inevitably the system shakes out and the customer is satisfied but unfortunately, sometimes it takes a bit of time and distance to put things in perspective and get over the frustration. There seemed to be a better way and internal discussion focused on how can we improve this process. Today - , as has been the case for several years, the process has completely changed. The features and functionality are documented and the customer reviews and signs off on the project along with issuing the purchase order. We “train the trainer” in-house and many times the training occurs on the exact equipment that will be going into the field. We also set up the head-end or the “intelligent” portion (software) of the system in-house and check out the major components and devices. This ensures that many of the installation “surprises” are discovered in the shop and not during the actual field installation. The expense of setting up in advance offers two distinct advantages: 1) The main benefit is that this minimizes the customer’s anxiety and offers a superior installation performance 2) The solution provider has the benefit of managing the installation process more efficiently and the fire drills are eliminated. The tangible effect is ultimately a cost savings and the intangible is good will for the owner, the customer and all stake holders. It would seem wise to understand exactly how your installation process is going to be handled. |
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Author: Dan Stublaski, President |
