Pics, Tips & Insights From 2021 SSI & Total Tech Summits

The SSI Summit piece to the Total Tech Summit led off with SSI Associate Publisher/Editor-in-Chief Scott Goldfine, left, moderating the “Answering the Call of the Customer to Find Wild Success” session. He was joined by (l to r) Shaun Castillo, president, Preferred Technologies; Richard Ginsburg, president and CEO, Alert 360; and, Kirk McDowell, CEO, MacGuard Security Advisors. Here is a quick takeaway from each panelist:

• Castillo can’t stress “engagement” and “ask questions” enough to make deep connections with end customers.

• Ginsburg says he learns more about his company over anything else by spending entire days riding along with a technician and experiencing the work at the ground level.

• McDowell invokes a certain adage to employ when things go wrong with a customer: Learn to change a tragic moment into a magic moment.