Outshine Your Competition: Avoiding pitfalls requires striking a balance with New Technology
From low end residential installations to national commercial accounts, what separates the winners from the losers is, undoubtedly, customer service. Keep this in mind when considering technology trends. There is a direct relation between keeping customers happy and utilizing the latest products. But remember that, while keeping up-to-date on new trends and products is, indeed, important, it is by no means all it takes for you to deliv-er the highest level of customer service possible to your clients.
It's safe to assume that every security dealer in business is looking to get the edge over his competition. You are striving to provide clients with the most effective security possible.
Although keeping up with technology is key to achieving both of these, customer service is just as vital. Part of good customer service is offering the best technology. But, it goes beyond the equipment. Customer service is about attitude and the policies your company follows that tell customers you care about them, do the job well, and deliver results.
Realistically, you may occasionally lose an account, despite your best efforts. Yet, you are far more likely to acquire new ones when you outshine your competitors in all areas of your business. By staying on top of technology and delivering superior customer service, you pack a double punch.
Upgrades & System Expansion Types
A significant portion of your projects may involve providing upgrades or expansion to existing systems. These may come to you from two categories:
CATEGORY A: New customers who are unhappy with their original installer, or are unable to continue to do business with their original vendor.
CATEGORY B: Existing clients who are satisfied with what you installed, and how you've been servicing them. (The clients who feel you've dropped the ball will be your competitors' CATEGORY A).
Upgrades and expansions to existing systems can be challenging in both categories. For example, if you are being asked to upgrade something which you recommended and installed, you have to hope that the system has not been orphaned by the manufacturer, or the manufacturer has not vanished.