Customers love when they think they are receiving the kind of personal attention and service that makes them feel as if they were a vendor's only client. Treat them well and you've gained a long-term, loyal customer who will turn to you as their pro AV vendor of choice time and time again?it's Customer Service 101.
So when your customers turn to you for a potentially pricey pro AV project like a video wall installation, you want to deliver the kind of customer experience that instills confidence and satisfaction.
The video wall segment in particular is one segment of the pro AV and digital signage industry that value-added resellers (VARs) will want to keep a sharp focus on because of its enormous growth potential?from $4.118 billion in 2013 to $17.956 billion by 2020.
Execute a flawless video wall installation for your customers and they will love you. Here are four tips on how to get started:
1. Make the installation easy to use
Your customers have enough to worry about juggling reams of data concerning marketing campaigns, sales quotas and ROI, to name a few. So why bog them down with displays or content management software that is difficult to use or manage remotely?
Make an informal assessment of your customer's technological comfort level by asking a few basic questions. Based on their responses, it will be easier to recommend a content management product that they can manage on their own, a turnkey third-party vendor or even an IT project manager to supervise operation of their installation.
2 . Select the correct mounting equipment
Getting mounting equipment right the first time is a key component to ensuring flawless delivery of a video wall system to your clients. Video wall mounting hardware can cost anywhere from hundreds of dollars to thousands depending on the intended application and ruggedness requirements.
Asking the right questions on the front end will eliminate many unintended "pop-up" problems on the back end. Do your customers want a sleek, modern look or an industrial look? Do they want the video wall to be mobile or fixed? Is the intended application going to be for the retail or corporate vertical? The answers to these questions will inevitably tie into your customer's budgetary concerns and success of the installation as a whole.
3. Don't skip out on the site survey
Conducting site surveys for live pro AV events is an industry standard when the layout, operating environment and power supply for a given venue are unknown. It's even more important for VARs involved in "hard" installations like video walls, because venue surprises can often be harsh if not discovered early enough.
A good site survey will provide answers to questions relating to reliability of power and Internet connectivity, environmental conditions, security, lighting and?most important?if the video wall will fit where your customer wants it installed.
4. Put the installation through a couple of test runs
Given that video walls are image-driven, meaning success or failure is highly dependent on visceral effects conveyed to the viewer actually accomplishing what they were intended to. Therefore, it's imperative to conduct a dry run of your client's content. This will provide you with the opportunity to discover things like audio and video glitches and distorted images and observe overall if the content management software needs tweaking.
VARs have a tremendously important role to play regarding customer satisfaction and repeat business. Provide your customers with an easy, flawless video wall installation and they will love you.