SPECIAL DEALER’S SECTION
What is Important When Things goWrong?
PT asked parking dealer/installers two questions: 1. What are the two most important things you consider
when specifying a systemfor your customer? 2. When things go wrong, and they do sometimes, what
should your customer expect fromyou? Here are the responses we received: The application, its current requirements and potential
future expansion, the budget constraints, and compatibility with the existing solution. Managing expectations is key to any suc- cessful project. Being responsive, having a solution prior to alert- ing the client of issues, and explaining the potential delays and/or additional costs associated with the problem to the client as quickly as possible. ...Mike Givens, ITS Georgia,Atlanta The needs of the customer based on conversations is always
key.Also, help themqualify that need to ensure it is the right thing to do.
...Try to identify anything theymight bemissing to comple- ment their installation or to provide for future needs.When there’s trouble ... they should expect you to identify what is wrong and what was missed/overlooked when planning the project. ... Biff Nelson, DGMControls, Seattle For specifying, you need to consider the overall goal of the
facility and return on investment/payback.When things go wrong, have flexibility and patience while working toward a
solution.The distributor should do everything possible within their control and within reason to make good on the agreed upon task. However, sometimes it just isn’t that simple and
...mutual negotiations need to take place. ...Wade Brossow, ProtectionTech, Redmond,WA We listen to the customer, (and) provide something they want
and something they are going to use.When there is a problem, they should expect timely, professional response to the issue and (should be) provided a game plan for correcting the problem.… David High, Smart Parcs, Chesapeake,VA The system we specify must meet the customer’s current
expectations of features and functionality and also be expand- able in the future ... The system cost must be in line with the cus- tomer’s budget and the system must fit the facility operationally. ...When there are problems, we will focus and apply our highest level of services and support until the issues are corrected.We warrant every product that we offer and will replace defective components from our stock, eliminating delays that can occur from manufacturers shipping replacement components.…Norm Hogg, SouthernTime the Carolinas First, listening to what their needs are, as a solution
provider, Iwillwalk in and see a projectwith past experience and automatically start to envision the final system. It is key to find out what their real needs or concerns are and make sure what I am envisioning really meets those needs. ... I feel it is our job as the equipment solution provider to try and point out any loop- holes in the system. ...When there is a problem, the biggest thing for customers to understand and be assured by a provider is that you will not leave them hanging. Providing answers, communi- cation are key. ... Additionally, following through will leave you
BP Equipment Company distributes Federal APD and Magnetic Autocontrol Equipment in Houston, Dallas and surrounding areas. Services include installation and integration of equipment in new and existing garages. BP maintains and repairs all lines of parking equipment.
BP Equipment Company
Houston: 281-332-0288. Dallas: 972-446-7275 San Antonio/Austin: 210-559-1307
bob@bpequipment.com;
tim@bpequipment.com;
gene@bpequipment.com;
ckrouse@satx.rr.com www.bpequipment.com
with a happier customer and make them more confident to work with you in the future or recommend you to others.…Eric Risch, Automated ParkingTechnologies, Chicago
Continued on Page 34
Electrical Contractors, Inc.
Your full service electrical contractor specializing in:
• Parking / Access/ Revenue Control Systems
• Anti-Terrorist Systems • Slide / Swing / Barrier Gate Operators • Facility Lighting - New and Retrofits
Serving Chicago and all surrounding counties since 1986
Electrical Contractors, Inc. Phone 847-949-0134
www.eci-illinois.com
Evens Time
Specialists in the areas of Parking Control Systems, Access Control Systems & Time and Attendance Systems. We offer solutions for a single parking lot to large complexes. We believe in professionalism and honesty and have delivered same for over 75 years. Our techni- cians and support staff have decades of experience as well as manu- facturer and industry training.
Evens Time
Phone 800-895-1959
www.evenstime.com
JUNE 2009 • PARKING TODAY •
www.parkingtoday.com 33
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