Joel,
Excellent advice. Tump also hit the nail when he said that it's OUR
reputations on the line when we recommend and install a product.
Unfortunately, no matter how well beta testing goes, there are so many
varied installations, climates and situations in what we do that there
will always be some problems and tweaks needed with new products. No
blame, but all the more reason that the manus need to support the
Wrenches, especially the early adopters, with compensation for
legitimate service calls. For years I've tried to get through to
various marketing department heads (you know, the folks with a BA in
BS) that the distributors are not their market, the end users are not
their market, the WRENCHES are their market. Some get it, some don't.
Nine times out of ten, whatever I am recommending the client will buy.
And, if I don't recommend it, I don't buy it through distribution. So,
marketing types, who has the power here?
Best, Bob-O
On Mar 30, 2009, at 9:29 AM, Joel Davidson wrote:
We all define beta test units differently. For example, with cars, I
don't buy the first year model so I got the 2001 Prius, but I did
trade it in for the 2006 because it was an improvement over the
earlier models. With inverters, I really like my 11 year old Trace
SW4048 but wanted to expand my system with a batteryless inverter so I
got an SMA as they have tens of thousands of reliable units in the
field. Believe me, I was tempted to buy a US-made inverter, but I read
too many wrenches' comments about problems and do not have the time or
money to mess around. Matt's list will be a valuable tool for flushing
out problems.
Of course you are not going to ask your average customer to try a new
inverter and sign a waiver or whatever you want to call it. But a lot
of customers want the latest-and-greatest widget, so be honest with
them and tell them that you have not installed any or only X number of
what they want. For your average customers, only sell them reliable
equipment backed by reliable companies who work with you to solve
problems quickly in the customer's favor and not out of your pocket.
Regarding manufacturers, I have been general manager of 2 PV factories
and I know a lot of people in manufacturing of all kinds of products.
Almost all the techie managers are knowledgeable, dedicated people who
really want to make the best product. But problems happen. The good
news is techie managers are great problem solvers. Several wrenches
are working with manufacturers and know how difficult it is to decide
when to pull the trigger to release a new product or to shoot it down.
So the next time your customers say they want the latest technology,
tell them the truth. New products have problems. They can either buy
tried-and-true reliable equipment or accept the responsibility for
trying something new.
Joel Davidson
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