SSI serves security installing contractors providing systems and services; surveillance, access control, biometrics, fire alarm and home control/automation. Coverage in commercial and residential product applications, designs, techniques, operations.
Issue link: https://securitysales.epubxp.com/i/166764
is only achieved by hard work and dedication. I urge any disbelievers to do what I did and see for themselves. Not only would anyone be impressed they would be proud to be part of the same industry that has allowed the kind of success Vivint has achieved. I also urge all to be sure to thoroughly check your facts before you run off half-cocked and risk perpetuating false information and accusations. Especially in this age of instantaneous and widespread electronic-based communication, it has never been more critical to stop and think it through before hitting the "send" button. As you might imagine, I stand by everything that I wrote regarding Vivint. Ron Davis, "The Big Idea" Columnist SECURITY SALES & INTEGRATION Long Grove, Ill. Wise to Keep Customers in the Dark? Is there such a thing as educating your clients TOO MUCH? That question was posed on SSI's LinkedIn page by Phil Kraus, CEO of Halo Surveillance in Columbus, Ohio. "My firm has firmly embraced educating our clients on the security and surveillance industry via newsletters, E-mails, blogs, etc. However, there are times when I begin to feel like I am training them to potentially phase us out and deal with things internally," wrote Kraus. Following is one of the responses: It can really go either way. Some customers appreciate the honesty and education, while others take it and run with it. I like an honest sales approach, but being over-technical can easily confuse one who is not in the industry. A good idea is to create a list of FAQs tailored to your company and include that in the welcome package AFTER finalizing the sale. Separate yourself from the pack and find out what your company does that is unique. It is also important to have a PERSON www.securitysales.com/freeinfo/19145 8 / SECURITYSALES.COM / SEPTEMBER 2013 answer the phone as opposed to an automaton, because customers appreciate that and get easily frustrated when alarms are experiencing issues. People in security/surveillance/fire have to keep in mind that their customers trust them with their lives, and when something goes awry the company is the first one they tend to blame. Salespeople in general create a stigma for themselves when they deal with the public by being dishonest or by withholding information. It is important to clarify key concerns, and take into account the body language and feedback the customer gives while you are creating a rapport with them. This is very much a case-by-case thing and requires a "people-person" who can ascertain how a potential customer is feeling while making that first contact. Samantha Edmondson (Formerly) Pelican Security Network New Orleans