Installer/sales rep responsibilities

[JW]

We're a small company. Our installers and sales reps act as a team to
complete
projects they do together. Sometimes they are able to spend time going over
a
job before the final proposal (usually larger jobs); other times, the
installer only
sees the project after the sale. The sales person designs the job and puts
together
a rough parts list and it's reviewed by the installer before ordering (by an
in-house
technician). For a variety of reasons, the original parts too often require
a change.
Too often, this requires phone calls and research to find the right part and
review the
specs, codes, etc. Our installers also serve as limited project managers,
co-ordinating
schedules, sub-contractors, etc. Who do you have finalize the parts list -
the person
who designs/sells or the technician who installs it? Since site time is
valuable, there's
concern with the office/phone/computer time required to research/engineer
the final
parts list/design. Any insights on how things are handled at different
companies
would be appreciated.

Thanks!

 

[Frank Olson]

We're a small company. Our installers and sales reps act as a team to
complete
projects they do together. Sometimes they are able to spend time going over
a
job before the final proposal (usually larger jobs); other times, the
installer only
sees the project after the sale.

This is typical of most companies. If your sales staff come across a
job where a special application is required, they should be able to call
on an installer to assist them in finding a solution.

The sales person designs the job and puts
together
a rough parts list and it's reviewed by the installer before ordering (by an
in-house
technician).

That's way too many steps. Most sales people are going out there to
sell *security*. That means the parts list shouldn't be "rough". It
has to be "specific". They're the ones actually *designing* the system
to meet the customer's specific requirements. You should have a
"catalogue" of approved parts (stuff your installers know how to install
and service) along with an idea of what it takes to install them (time
wise).

For a variety of reasons, the original parts too often require
a change.

Then your salesmen lack the skills to properly design a system, or you
haven't provided them with the necessary tools to effectively market
your products, or you're asking them to sell products beyond their
comprehension/knowledge level.

Too often, this requires phone calls and research to find the right part and
review the
specs, codes, etc.

What "market" are you in? You obviously haven't defined it from this
statement.

Our installers also serve as limited project managers,
co-ordinating
schedules, sub-contractors, etc.

Your installers shouldn't be "managing" anything. They should *know*
their jobs. You should have office staff "co-ordinating schedules,
sub-contractors, etc." Leave your installers to do what they do best...
*install*.

Who do you have finalize the parts list -
the person
who designs/sells or the technician who installs it?

Already answered this.

Since site time is
valuable, there's
concern with the office/phone/computer time required to research/engineer
the final
parts list/design. Any insights on how things are handled at different
companies
would be appreciated.

You clearly need to define everyone's job/function. You need procedures
manuals, and a comprehensive and well researched parts schedule. Your
sales people should be fully comfortable in dealing with their customer
base and they do have to focus on a specific market until they're at a
level where they can deal in others (through education or knowledge).

Frank Olson
http://www.yoursecuritysource.com

 

[Bob Worthy]

Not bad for a counter guy. We just may graduate you to curb-side service.
;o]