Commercial Integrator + Security Sales Jan/Feb 2024 - 9

INTEGRATOR INSIGHTS
Want Customer Excellence?
Provide Excellent Employee Support
If you want your team members to deliver a wow! experience day after day,
you, as a business leader, must deliver the same experience to them. By John Rudolph, CTS
AT PCD, our number-one priority is
providing outstanding experiences
for our clients. As a business, we turn
their vision into a wow! reality. Employees
are critical to delivering customer
excellence because they share the PCD
passion and commitment.
We, as PCD leaders, believe that, if we
want to deliver the wow! experience to our
clients, we must provide an amazing experience
for our employees. The turnover is
low at PCD. There are field team members
who have been with us for nearly 25 years,
and there are members of our support
team with a 15-year tenure.
We focus on multiple areas of employee
support, all with the goal of creating a strong
culture. We'll explore several of them here.
Methods of Employee Support
Being a Resource for Employees: Focus
on being a resource to your employees.
We do this by removing obstacles that
would prevent them from performing at
a high level. Whether they experience an
on-the-job problem or a family emergency,
our team members know that they can
always go to their manager to help solve
any issues that may arise. This creates a
team atmosphere.
Paying a Fair Wage that Helps Employees
Reach Financial Goals: Pay is not
everything. However, paying well enough
is critical to making sure that employees
can afford the necessities and attain their
financial goals, such as buying a home.
We swell with pride when one of our
employees makes that type of investment.
We offer a cohesive benefits package
to provide for team members' families,
including a participating 401(k) and profit
sharing to assist with planning for their
future well-being.
Supporting Education and Continuous
Learning: Growth and development
Integrators should focus on multiple areas of employee support, all with the goal of
creating a strong culture. This will help deliver excellence for customers.
play a big role in job satisfaction. Many
team members work on training and
certifications. We do everything that we
can to support them in their quest for
knowledge, working to create a culture of
learning and advancement.
Work Hard, Play Hard
Being Social and Having Some Fun Together:
Like most people, we enjoy a good party.
Post-pandemic, we have brought inperson
social activities back because
coming together socially helps to solidify
our connection and build long-term bonds.
There are so many positive effects that stem
from celebrating as a team. Each year, we
have a summer family get-together, and
we host an annual holiday party to come
together and celebrate. These events are
essential components of building the team
at PCD. Most importantly, they're an opportunity
to show appreciation and gratitude to
our team members and their families.
Providing More Opportunities for
Customer Face Time: It's a good idea to let
more employees interface with customers.
For example, both the design lead and the
salesperson should meet and greet the
customer to better understand project
scope and deliver on project needs. The
model of sales meeting the customer,
asking questions and taking pictures that
get downloaded to an engineer, who will
design the system, is flawed. Because that
engineer has not met the client or seen
the facility, he or she can often experience
miscommunication and frustration.
Equally importantly, when more people
connect with the customer, more people
feel greater connection and commitment
to the project outcome. Employees feel
bonded to the client and feel more pride
in their work. It is a win-win-win for the
client, for PCD and for the employees.
A Culture of Respect and Support
Because we create a culture of employee
respect and support, our team members
have deep pride in PCD, and they deliver
the wow! experience for our clients. By
delivering this great experience, PCD has
created a faithful group of repeat clients
and incredible sources of referrals.
PCD employees are the heartbeat of the
organization and the core of the company's
success. Although we have incredible
products and provide continuing support,
the employees play a critical role in the
client becoming a customer for life. CI
JOHN RUDOLPH, CTS, is president of Edge
member PCD Audio & Video Integration.
Jan/Feb 2024 | Commercial Integrator+Security Sales & Integration
9
EAKRIN/STOCK.ADOBE.COM

Commercial Integrator + Security Sales Jan/Feb 2024

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Commercial Integrator + Security Sales Jan/Feb 2024 - Cover3
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