This month I am responding to a guest editorial by Dave Hanks of AQUA-AIR Wet/Dry Mfg. that appeared in the November issue of Central Vac Professional™, titled, “I Have A Question!” For the record, Mr. Hanks and I have talked and he knows I am responding.
The issues brought up, in summary, are that because the developers put such a high mark up on upgrades, the cheapest units and attachments are offered, thus giving the worst we have to offer, leaving people with the belief that CVS are not any good. Many dealers never give a proper presentation to the end user of how to use and maintain their CVS. Many dealers do not service what they offer, but if they do, they do not put service stickers on the units for future service or upgrade sales.
One of the hardest lessons that I had to learn in college was that if you cannot identify the problem in 20 words or less, you do not know what the problem is.
This one is obvious.
“The manufacturers of vacuum units, related products and dealers are more interested in immediate sales than building for future sales.” How can any unit manufacturer think that they can build sales on the belief that they have the best product if it is not installed and serviced properly? How can hose and attachment manufacturers think that they can increase sales if the end user does not know how to get the full benefit of their products? How can fitting manufacturers increase sales if they sell fittings that hurt airflow and/or cause clogs? How can dealers expect to build sales if they do not ensure that their customers know of the full usage/benefits, service or who they are? What good are ASTM standards if they do not specify the best fittings and installation technique?From these questions can you see that this is an industry problem?
I had a developer who chose a security company over mine several years ago. Nine months later I did a service call on a unit that was 13 years old. From the way the inlets were leaking, the system never had full power. As I was finishing up, the wife explained to me that her husband is a developer and the installing company he uses does not service what they install. Just then he came home and would not face me knowing that he chose a company that will not service his customers or his own home.
The manufacturers need to realize that an installing/service company like mine can switch the customer over to my product and get their friends’ and neighbors’ business as well as upgrade sales. Every install/service customer gets a service sticker on the unit. Many times we get calls from new owners who buy upgrade attachments worth $500. Because I buy most all of my hoses and attachments from my manufacturer, one-stop shopping savings, I am one of their top dealers and get better pricing.
My point is that the CVS manufacturers need to mandate that their dealers be full install and service companies. They also need to properly train the dealers. One good inexpensive way is to have them attend the FREE - VDTA Vegas seminars offered by seasoned professionals on installations, sales and service.
The hose manufacturers refuse to include a simple diagram and instructions of how to properly hold the hose with two hands and use their product. One of the biggest complaints about CVS is that the hose is not easy to use. Furthermore, with all of the high quality, lightweight, crushproof, high airflow, durable hoses available, why are CVS manufactures still selling hard wire, heavy, low airflow hoses? One manufacturer displays this hose on the front of their catalog and wonders why their sales are low. The answer is simple: I use their catalog to show that they do not offer a quality product, but something just to make a quick buck.
The fitting manufacturers continue to offer fittings that hurt their sales and the industry. Some fittings hurt airflow, cause clogs, and prevent unclogging. One manufacturer that makes the worst fitting says they continue to make it because their customers like it. Can someone PLEASE explain to me the LOGIC of selling a product that hurts your long-term sales and your industry for a quick buck?
It is imperative that every customer we have gets a full presentation on the features, benefits, service and a service sticker. Is there one dealer out there who would not feel cheated to find out years later that they did not get their money’s worth because they did not know what they had? Why do you treat others that way?
Much of my business is built on our reputation of presentations and servicing our customers. Yes, we sometimes do have problems of servicing with our busy schedule. However, our callback and referral business saves us thousands of dollars on marketing and advertising.
The ASTM standards do not feature the best fittings for airflow, preventing clogs, or unclogging and best installation techniques. Why do we set a standard that is not to the best we know and then have to offer to improve our industry?
It appears to me that we, the adults, have failed to set the example and practice what we preach to the youth. “Always do your best, offer your best and treat others the way you want to be treated.” Or maybe we should be a little honest and tell them this does not apply when you’re trying to make a quick buck!
As always, I invite your response and will gladly respond to positive and negative for all to read in writing. E-mail info@a-1centralvacuums.com; phone 1-858-695-8009.
