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old). His problem was getting strong local support. I asked him if he would be so unhap-

py if he had a good support system, and also had all the problems he did now. He said that he felt that most of the prob- lems would go away, but even if they weren’t completely cured, knowing that someone was there to help would make a huge difference. Go back to my statement from years

ago that all revenue control systems work and all don’t work. The differences are expectation, how well they were installed and how well they are supported. My buddy went to see a similar revenue con- trol system in another city. The owner there was ecstatic. He loved it, never had a problem with it. What was the difference? Simple –

the dealer/installer in that city was on top of the situation. He stood between the customer and the manufacturer, and represented both. He knew that to keep his customer, he had to keep both the fac- tory and the customer happy. He knows how to talk to the squids at the factory

and get results. He has a large number of installations, and when he calls, the fac- tory listens. We did a study a few years back and

asked owners what type of revenue con- trol system they had (manufacturer) and whether they liked it or not. We got a large number of responses but two stood out in my mind. They were from hospi- tals about 200 miles apart. Similar cli- mate, similar size (number of lanes, etc.), similar traffic. One owner loved the sys- tem; one hated it. The interesting thing was that they were exactly the same sys- tem, same manufacturer, same age, same same same. I interviewed each and found out

a lot. In the love case, the owner did his

research. He visited factories, checked ref- erences and ensured that the system fit his exact needs. He supervised the instal- lation, had his people factory-trained and was extremely satisfied. The other had inherited his system as part of a design-build garage. When he

Continued on Page 44

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Parking Today 41

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