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How to Impress Clients During a Bad Installation Job

It seems to me that clients often measure the performance of an integrator by how well the company cleans up the metaphorical messes its made. I suspect that this is one, if not THE most important, factor when considering job performance and customer satisfaction. In fact, for many, this defines the actual quality of the installation.



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It seems to me that clients often measure the performance of an integrator by how well the company cleans up the metaphorical messes its made. I suspect that this is one, if not THE most important, factor when considering job performance and customer satisfaction. In fact, for many, this defines the actual quality of the installation.

I’ve often used the saying, “95 percent of a good job is a bad job.” That means that it’s the last 5 percent that determines success or failure. There are many reasons for this:

  • The details are what everyone understands. They may not know whether you used the right kind of cable, but they know whether you labeled each end. The servers may function perfectly, but if there’s a little LED on the front panel that is blinking continuously, it will drive many people crazy. Handwritten labels on masking tape, trash left behind, no equipment manuals - all of these are things that the client can understand and can fix. Why didn’t the integrator?
  • The tip of the iceberg. If the integrator missed these simple and obvious things, what else did they miss? This turns into a trust issue. It’s hard to trust that the things you can’t see and can’t understand are OK when the things you can see and can understand are deficient.
  • What will happen if something breaks? Again, the issue of trust and confidence comes into play. If it took the integrator this long to clean up after itself, what is its attention to detail going to be like when something breaks? Can you trust that the integrator will show up on time, send things out under warranty, and replace them promptly?

Of course, there’s a positive side to this equation if the integrator is prepared to step up to the task. Even if there have been problems during the installation, including the product not working or missed deadlines, you can be redeemed. A dedicated effort to finish the job, with incredible focus on every detail, will pull you out of almost every penalty box. Problems will be forgiven, and the account will usually result in a reference from the client. Sadly, we see too few integrators take advantage of this aspect of a project. As a result, companies are often dragged down as they struggle to complete things and move on.

 


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About the Author
Bob Grossman
Bob Grossman has held positions in all areas of the security industry — giving him plenty of opportunity to learn from his mistakes! He has spent time as an end user, responsible for security, surveillance and low-voltage electronics at Bally’s Park Place, a major Atlantic City casino. As a senior project manager for Sensormatic Electronics’ Enterprise Accounts group, he learned first-hand the difficulty in translating ideas into reality while staying on schedule and under budget. He has worked for both Vicon Industries (as vice president of Customer and Technical Services) and American Dynamics/Tyco Safety Products (as director of Product Line Management), with responsibilities that included pre- and post-sales support, project design, product line management, customer service and sales. Bob has authored several articles for SECURITY SALES & INTEGRATION and other publications and has spoken at numerous industry events both internationally and in the United State. Currently the founder and president of R. Grossman and Associates, a consulting firm, he divides his time between project-based work for large integrated systems and product consulting for a variety of cutting-edge manufacturers.
Contact Bob Grossman: rdgrossman@tech-answers.com
View More by Bob Grossman
Enterprising Solutions, Installation Tips, Managing Your Business




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