SIW Insider Intelligence: The Project is Not the Relationship

In this article, ATS Integrated Solutions Security Sales Manager and PSA Business Development Committee Chair Andrew Boreing discusses the importance of building long-term customer relationships beyond the completion of a security project, emphasizing communication, trust, service and ongoing engagement as keys to customer retention and growth.

Most customers judge an experience from start to finish, not just the final installation. Of course, the technology has to work, but customers also remember how they felt during the process. Did we make their job easier, or did we create more work for them? Did we communicate clearly, or did they have to chase us for answers? Did we own issues, or did we make excuses?

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