Commercial Integrator + Security Sales Jan/Feb 2024 - 54

SSI
ROUNDTABLE: RESIDEO CONNECT
them first. Well, he called me the following
day convinced that we installed allnew
cameras. Hardware requires proper
maintenance to maintain peak performance.
We ended up signing him up with
extended maintenance after that visit.
Alfano: You're doing a disservice to
your company if you don't do that, right?
If you don't stay on top of it. Like, again,
cleaning cameras. That's exactly what we
offer - services like that. And when you
get those phone calls, that's great.
Gibson: I agree with what everyone is
saying! RMR is an important part of our
business model. We always look for ways to
sell services, and I think that, for the most
part, a large number of customers will pay
for them. It also will keep the customer
happy when the equipment works well,
and when they can see things or get information
with the touch of a few buttons.
Security Sales & Integration: Those
services are a means of outcome
assurance, right? By providing those
services, you're actually assuring
that outcome.
Alfano: It's staying up on your competition,
as well. Maybe the next guy is not
doing that. So, I might be at the same
price - or maybe I'm a little more expensive
- but I'm offering this other service
that they're not offering.
Gibson: By providing those services,
you actually have a better chance of
adding new services as new technology
and equipment becomes available. If
you are supplying a lot of services and
the customer is happy with what you are
supplying, it's a much easier call to have
a conversation with the customer about
additional products or services.
Security Sales & Integration: Are
supply-chain issues largely resolved
by this point? How much impact are
lingering issues related to component
availability having on your business?
Foglio: The supply-chain issues have
been 90% resolved for us. We still struggle
in some areas of commercial fire. But,
overall, it's much better than it was a year
or two ago [when trying] to get products.
We even had some clients who forgot they
'We focused on
increasing the
amount of inventory
we carried. We try
to do a better job
forecasting, and
we try to make sure
we have roughly six
months of inventory
on hand.'
- Doug Yarger, president,
SouthCross Security
signed up with us when we reached out
to them to schedule the installation six or
nine months later, after we'd waited on
parts to install the jobs. The pandemic
was definitely a weird time.
Alfano: I agree with the supply chain.
But suppose we had a particular camera
that we liked. And now, that camera's going
away because they can't get a certain
chip. I've seen that. Maybe a product that
had been there, but it's now no longer
available for whatever reason. That's the
only thing that I see now. But as far as getting
equipment, that hasn't been an issue.
Gibson: As stated earlier, the supplychain
issue is pretty well over. There are
a few items that surprise me that are a
little difficult to get, but, even in good
supply times, you would have a backordered
item now and then.
Security Sales & Integration: Has the
supply chain had any effect on the
vendors you choose to work with?
Suppose one of your favorite vendors
had very extended lead times and you
looked elsewhere. Have you decided
to maybe stay with them?
Alfano: For certain products, yes. We're
very loyal. We like to give back to vendors
that help us. But, yes, we've had to switch
a product because the other product just
wasn't available anymore. They didn't offer
it. But Jesse hit it on the head: It was such a
weird time - that whole period of time was.
Foglio: Yes, we did make adjustments
54 Commercial Integrator+Security Sales & Integration | Jan/Feb 2024
during the pandemic due to long lead
times and all the uncontrollable components
that we discovered. We are very loyal
to the manufacturers we use because
changing vendors is painful. It entails
training the sales team, the technicians,
the support desk, operators - basically
everybody. But the pandemic forced us to
zoom the lens out a bit and see who could
support us in the ways that we needed.
We have made some adjustments this
year not just with products but [also] in a
lot of areas of the business.
Yarger: The adjustments we made
[focused on] increasing the amount of
inventory we carried. We try to do a better
job forecasting, and we try to make sure we
have roughly six months of inventory on
hand. We didn't change any manufacturers.
We've tried to work with them on our
forecasting, and we still do that. We still see
short-term glitches, and we try to smooth
that out by carrying a lot of inventory.
Gibson: As others have said, we also
are very loyal. However, we have suppliers
calling us, and we are open to listen to
what they have to say. I think that it's just
good business to know what's out there.
It takes a lot for us to change vendors
because of the retaining cost on a new
product, sales and service. SSI
Editor's Note: We will present Part 2 of this
multi-part roundtable discussion in next
month's issue of Commercial Integrator +
Security Sales & Integration.
RESIDEO

Commercial Integrator + Security Sales Jan/Feb 2024

Table of Contents for the Digital Edition of Commercial Integrator + Security Sales Jan/Feb 2024

Commercial Integrator + Security Sales Jan/Feb 2024 - Bellyband1
Commercial Integrator + Security Sales Jan/Feb 2024 - Bellyband2
Commercial Integrator + Security Sales Jan/Feb 2024 - Cover1
Commercial Integrator + Security Sales Jan/Feb 2024 - Cover2
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Commercial Integrator + Security Sales Jan/Feb 2024 - Cover3
Commercial Integrator + Security Sales Jan/Feb 2024 - Cover4
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