Security Sales & Integration December 2021 - 6

Between Us Pros
scott.goldfine@emeraldx.com | @SSIeditor
Speaking Mind
on Suppliers
You should hear how she talks about you,
She just can't get enough.
She says she would be lost without you,
She is really in love.
There is no
doubt security
is a relationship
business,
where you're
only as good
as your word
and are held
accountable for
your actions,
as well as
inactions.
Those lyrics to Melissa Manchester's 1982 Top 5
pop hit, " You Should Hear How She Talks About
You, " epitomize how smitten a security dealer or
systems integrator can be by a vendor that acts
in their best interests as a true channel partner
- and how that translates into positive word-ofmouth
referrals for those suppliers (see the Stellar
Service Awards coverage on page 34). There is no
doubt security is a relationship business, where
you're only as good as your word and are held
accountable for your actions, as well as inactions.
Hence, providing a viable product is only part
of the formula that enables a supplier to earn loyalty
and realize long-term success. Some of the
other key ingredients that complete that partnership
were specified by dealers/integrators who
cast their Stellar program votes. Here are examples
(names withheld for anonymity) . . .
▶ " When I call in, someone always answers the
phone right away. My issues get resolved practically
immediately. If they need to call me back,
it's within 30 minutes. The same goes for tickets
submitted online. "
▶ " Partnered with our sales team in a highly effective
and functional way. This is leading to
higher close rates and happier clients. "
▶ " Tech support
is always available. They are
willing to talk direct to end users to help resolve
issues 24/7. "
Editor-in-Chief and
Associate Publisher Scott
Goldfine, an Industry Hall
of Famer, has spent 20+
years with SSI.
6
▶ " There when you need them, from lead generation
and sales support to post-installation
technical support and training. "
▶ " We needed an emergency release for hydraulic
gate operators as the fire code changed. They
came running, meeting with us and the fire
marshal to design an approved pull release. "
Security Sales & Integration DECEMBER 2021
▶ " Provided exemplary service and support for
pre- and post-sales. Their support teams are
generally available when called and provide
top quality support. Provided unsolicited follow-up
ensuring our company and customers
are satisfied. "
▶ " Provided us with an amazing amount of support.
It is clear their whole team works together
to ensure we have what we need to best care
for our customers and train our employees. "
▶ " By far the friendliest and most customer-oriented
distribution company around. They customize
their stock accordingly to customers'
needs and truly take an active role in customers'
growth. They maintain superior relationships
with rep firms and manufacturers. "
▶ " Has the most understanding support staff.
When calling, almost never put on hold,
When are on hold, it's not for very long. "
▶ " They stay on the phone with you until the issue
is resolved, and if it is not resolved on that call,
they will do further research and get back with
you quickly within a day or two. They always ask
if there is anything else they can help you with
before the call ends, and they are well-trained. "
▶ " One of our new technicians went onsite to
diagnose a camera issue. Before he called his
trainer, he called our supplier's tech support.
They not only helped him with the issue but
also walked him through the diagnosis and the
RMA process. They had the problem solved
before I even spoke with our new technician. "
▶ " The reps and engineers are very good about
being available for us when we need them. "
▶ " Really went above and beyond helping close a
deal. Great presales support and training. "
▶ " Been a true partner providing excellent customer
support from sales through to tech support. "
As a dealer or integrator, do any of those experiences
sound familiar? If not, it may be time to
make a New Year's resolution to find a supplier
that - to reference another hit song by Bonnie
Raitt - gives you something to talk about.
Here's to your health and wealth in 2022!
securitysales.com
http://www.securitysales.com
Security Sales & Integration December 2021

Table of Contents for the Digital Edition of Security Sales & Integration December 2021
