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Posts Tagged ‘customer service’

TEAM SPOTLIGHT: Jeff Stivers

Who keeps your integrated building solutions running smoothly? That would be Jeff Stivers, one of our newest service technicians.

John joined our team earlier this year and has enjoyed his first six months as part of the team serving our clients across the region. His favorite part about the ECT Services team is feeling like he is part of one big family.

His first job felt much the same way, because he literally was a member of the family! His first job was on the family farm. Maybe that’s why he prefers cattle to cats or dogs. When he’s not working, you’ll find him hovering around his smokehouse, firing up the smoker with a beef brisket inside.

We’re glad to have Jeff as a part of the team, and a part of our family, too.

Looking to the moon for innovation inspiration

Fifty years ago this month, Neil Armstrong took “one small step for man, one giant leap for mankind.”

Putting a man on the moon stands out as one of the most audacious acts of achievement ever attempted by humans. The moon landing was the pinnacle of a period of amazing innovation. America’s space program inspired generations to dream big, take risks and innovate new ways to solve problems.

But while the moon landing was a fantastic success, it was built on previous failures and challenges. Innovation happens when there’s a problem to be solved.

The successful mission of Apollo 11 was preceded by a nearly endless string of challenges, ranging from engineering problems to be solved to budget pressures to competition from the Soviet Union. The greatest failure of all was the loss of the entire Apollo 1 crew in a cabin fire during testing for that mission.

After that disastrous mission, the American space program could have folded. Leaders might have retreated, concluding that the goal was out of reach or too risky. But they instead persevered, deciding that “failure is not an option.”

Innovation is one of our greatest strengths at ECT Services. Here’s how we approach innovation:

  1. Keep the customer first. Customers trust us to help them solve problems because we’ve invested in building genuine relationships with them.

  2. Know the tools you have at your disposal. In an iconic scene from the movie Apollo 13, the mission control team on the ground scrambles to figure out a way to fix the air ventilation system on the space capsule when the ship becomes disabled tens of thousands of miles into space. One of the engineers dumps a seemingly random pile of objects onto a table before his team. The objects represent all the resources astronauts have aboard their disabled ship. The engineer sets forth the challenge: “We have to find a way to make this fit into the hole for this, using nothing but that.”

    The engineers set to work, and come up with an epic kludge that includes the cover off the flight manual. The contraption works, and the astronauts are saved.

    Innovation begins with the resources at hand. Our VR Tenant solution is a great example of innovation that started with a deep understanding of the equipment at hand and how it works.

  3. Stay focused on the goal. President John F. Kennedy set forth a clear, compelling goal: Get a man to the moon, and bring him back safely. The goals for our customers are different – achieve greater efficiency, keep this building secure – but they are just as important to our customers, and to us. It may not be landing on the moon, but it matters greatly to a child waiting at home that their parent returns safely from work each day. It matters greatly that we leave behind a cleaner planet because we helped maximize a facility’s energy efficiency. It matters greatly that works of art are preserved for posterity because we created a system that carefully controls their climate.

Need a strong partner to help you overcome a challenge and reach a goal? We can help. Call (800) 567-1180 for a consultation today.

Customer service is the key differentiator

Major purchasing decisions are complex and take a lot of thought and consideration. Which purchase represents the best value? What is the best price? Who came in with the lowest bid?

What doesn’t often show up in the procurement process is people. While installation, training, and service hours may be included on paper, the actual value of service is only revealed in the people who deliver it.
That’s what differentiates ECT Services.

Here’s how:
We thrive on new challenges. When asked about his favorite part of the job, John, service security technician answers “No two days are the same.”

His job might take him around Louisville, or up to Cincinnati or west to St. Louis. It might involve a simple fix or helping a customer solve a significant business challenge. The customer might be a school system, a retailer, an industrial facility.

“I really enjoy working with the wide variety of customers each day,” adds Jake, inside security sales. Working across industries in a variety of contexts gives our technicians a broad knowledge base of experiences to draw from when solving new challenges.

We build relationships, not transactions. “My favorite part of the job is the opportunity to build relationships and see customers satisfied,” says Kevin, senior service technician.

That includes going above and beyond. Kevin recently installed a security system and trained the customer’s staff to use it. They, in turn, would train residents to use the system. Kevin could see that staff were hesitant and unsure, so he volunteered to return for the resident training session and field questions.
Service extends beyond what we’ve installed. Recently, staff turnover at a local business left no one with working knowledge of their systems, which were installed by an out of town vendor. ECT Services staff inspected the system, then trained the current staff on its use, says Glenn, security service technician.
“Service is an opportunity to build relationships with our customers,” adds Kevin.

Service doesn’t end with the call. After he’s helped solve a customer’s problem, Glenn follows up to make sure things are running smoothly and the customer continues to be satisfied with the solution.
That commitment to excellent customer service is a natural extension of the relationships on our team. We company culture which values relationships between team members and mutual respect.

“My favorite part about working with ECT is working with the people here,” says Tom, senior estimator. “Everybody is real friendly, very knowledgeable…very enthusiastic. Very nice to work with.”
“Everybody here genuinely has an interested in helping the customers out and doing the best job they possibly can, and making it more like a career than a job. They don’t want to just get paid and get out of here, they want to make sure that people get the results they deserve.”

Want to know more about our team and how they can help you? Call (502) 567-1180 today.

Is “reducing false alarms” on your radar?

… It’s on Axis’ radar, too.

The network video leader recently rolled out a new offering: motion-detecting radar.

The Axis D2050-VE uses radar technology to minimize false alarms triggered by spiders, small animals, shadows and light reflections. Once motion is detected, the device can trigger camera recording and/or activate a horn or lights to deter unauthorized access to property or a facility. The radar can be used alongside cameras with video motion detection, and can be used to track movement with PTZ cameras.

Reducing false alarms is key to good security. Not only are false alarms annoying, they impact operational readiness. Repeated false alarms fatigue personnel, and can make it possible for more credible threats to be disregarded.

“Radar closes a gap as it offers good area coverage, detects movement with high accuracy, and reduces false alarms,” explained Andres Vigren, Global Product Manager, Axis Communications, in a press release. “Compared to simple motion detectors, AXIS D2050-VE provides additional information of detected objects which allows for auto tracking with Axis PTZ cameras. Customers can now easily add proven radar technology to their existing or new surveillance systems to protect their premises.”

The radar detector was designed to be used in medium industrial installations. While its effectiveness is maximized when part of a complete surveillance system, it can also be used as a standalone tool. It integrates with other Axis products, including cameras and management software, and is also compatible with other systems thanks to its open interface design.

The Axis D2050-VE Network Radar Detector is wall mounted detector and designed for outdoor use. It offers detection coverage of 120 degrees and 164 feet, and is powered by Power over Ethernet Plus (PoE+). The Axis D2050-VE has IP66, IK08 and NEMA 4X ratings for tough environments, and can be operated in temperatures ranging from -40°C to 60°C (-40 to 140°F), well within the typical temperature range for the Ohio Valley.

Interested in learning more? Contact our team at (800) 567-1180 for more information about Axis products.

Convergence of security and communications

Security systems and communications systems used to be two entirely different propositions.


Security teams were responsible for evaluating and procuring video cameras, ID badge systems and the like for their particular use cases. They oversaw the installation and use of those systems, and owned any associated data.

Communications systems were typically owned by IT teams. They evaluated and procure phone and conferencing systems for their particular use cases; oversaw the installation and use, and owned any associated data from those systems.

Security and communications systems operated differently, with no connection, often on entirely different networks.

All that is changing. The move away from analog systems to digital was the first step towards converging security and communications systems. The next step is figuring out how to make disparate IT and security systems work together and exchange data.
Through its DevConnect program, Avaya, a segment leader in communications systems, has opened the door to convergence a little more. The program empowers partners to create, verify and market Avaya-enabled solutions. DevConnect offers access to almost all SDKs offered by Avaya products, as well as technical education, tutorials and sample applications, forums, and in some cases, technical developer support on the use of Avaya APIs.

Axis, an ETC Services partner and market leader in security systems, is an active participant in Avaya’s DevConnect program. Through the partnership, they’ve developed integrations between their Network Door Stations and Avaya systems. Axis Network Door stations combine communication, video surveillance and remote entry control into a single device, and allows users to identify visitors and grant them access to a facility from a single platform, from anywhere in the world.

Perhaps more powerfully, converging the security and communications systems means data can be combined. Security data that was once entirely separate can now be integrated with other data streams and used for other business purposes, extending the value.

For more on how Avaya and Axis are partnering together, listen to this episode from the Avaya DevConnect 8 & Out podcast.

Summer time is prime time for school maintenance

Summer break is just weeks away, and teachers and students are both looking forward to an extended break.

Not so for building maintenance personnel. Summer is the time to catch up on cleaning and maintenance projects that had to be put off during the school year. Their hard work will pay off; studies indicate that well-maintained facilities have a positive impact on student achievement.

On the agenda for many schools:

Floor maintenance. Floors take a beating during the school year, and now is the time to clean and protect them in preparation for next year. Furniture can be moved out of the way and products can be applied with proper drying time.

Window maintenance. Windows do more than let the sunshine in. They also aid in scientific exploration, showcase art, and serve as the starting line for day dreams. All of those activities lead to everything from smudges to cracks and defects. Windows can be thoroughly cleaned and replaced during summer months.

Deep cleaning surfaces. Tabletops, counters and bathroom surfaces get wiped down during the year, but summer is the time to do the job more thoroughly.

But summer is also a good time to address larger system needs, too. School maintenance personnel should take the opportunity to inspect, clean and review:

HVAC systems. Filters and ducts should be inspected, updated and cleaned. Systems should be evaluated to ensure they are operating at peak efficiency.

Fire safety and emergency alert systems. Equipment and systems should be inspected and tested.

Security systems. Worn or outdated equipment should be replaced. Camera placement should be evaluated and adjusted, if necessary.

School staff should also take the opportunity to revisit emergency plans, too, particularly if the facility is has made significant changes, such as room reconfigurations, additions or other building projects. Summer is also a good time to investigate adding new systems and processes.

Well-maintained systems are key to building maintenance, and important for the development, health and safety of students and staff.

We’re always happy to discuss how our solutions can help. Connect with us at the Kentucky School Plant Management Association conference and workshops Oct. 18-19 at the Embassy Suites Hotel at 1801 Newtown Pike in Lexington or call us at (800) 567-1180 to discuss your needs.

Growing our team: Scott Kohler

We’re pleased to announce that Scott Kohler has been promoted to Sales Manager.

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Kohler, who has more than 15 years of sales and leadership experience, took the reins of the Controls and Security Sales Team on June 1.

“Scott demonstrates strong leadership and is instrumental in developing the growth of the business,” said Jeff Murphy, president and CEO of ECT Services.

Scott joined the ECT Services team three years ago, and most recently served as service account manager. His goal is to continue delivering a strong customer experience.

“I love what I do, where I do it, and I love working with and helping people,” said Kohler.

But what would he be doing if he wasn’t the sales manager at ECT Services? The avid golfer would love to turn pro.

When he’s not at work, the University of Louisville graduate enjoys spending time with his daughter, golfing, enjoying his friends or cheering on the Cardinals.

Spring has sprung – are your systems ready?

Spring has sprung, and the change in season is a good reminder to review your HVAC and lighting systems to keep them operating at peak efficiency. The following may need your attention:

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Spring HVAC servicing. The weather is getting warmer, and AC units need to be inspected to keep them operating at peak efficiency. A qualified technician will program your thermostat and check related system controls, inspect and test electrical connections and system components, clean and lubricate moving parts, inspect and clean the drain to prevent moisture problems and replace the air filter.

Lighting controls. Now that the time has changed, review your indoor and outdoor lighting timers and adjust accordingly. Need to know what time sunrise/sunset will come to your neighborhood? Check here.

Now is also good time to inspect lighting systems, too. Check for loose wires and replace burned out light bulbs.

Temperature controls. Warmer weather means adjustments should be made to maximize efficiency. During the summer, set air conditioning temperature controls to 78 degrees during peak hours when cooling is needed, and a higher temperature outside of those hours when less cooling is needed.

Air filters. You might be tempted to throw open the windows on pleasant spring days and let the breezy sunshine regulate the temperature in your facility. While spring breezes feel wonderful, they also carry a wealth of pollen and other allergens that could make life miserable for allergy sufferers. Install fresh air filters in systems, and consider purchasing air purifying units to keep staff and guests comfortable.

You’ll find more energy saving tips for businesses here.

Small business to small business

At ECT Services, we are proud to bring the “small business” touch to our customers to help us stand out from the big name corporate competitors.  Our sales mentality is relationship driven and customer service focused.  We strive to be seen as a trusted advisor that keeps the customer needs first.

The goal of our account team is to introduce new technology as it becomes available and keep in mind applications that would apply to the individual customer needs.  In the fast-paced world we live in, new technology is constantly creating more effective and efficient ways to simplify managing a facility.  We don’t want to just introduce a product, but rather the entire solution the product can help provide.  We want to be that expert and resource to know your facility and do the research to help you learn about and select the right system for your needs.   We feel that if we truly understand our client’s underlying interests and needs, then we can work toward a full comprehensive solution versus a quick band-aide for the immediate problem.

The key attributes of a sales team is not only be knowledgeable, but also credible and reliable.  We use our engineering resources and office support to ensure that you will have an quick response and a team you can rely on.

We look forward to working with you soon!

Kari Guy

Vice President of Sales

ECT Services, Inc.

What Makes an Exceptional Service Company?

Many different skills are required when working in the service industry. A Service Company’s first priority should be ensuring they understand what the customer wants and then providing them with an exceptional service experience.

The company’s service team members need to be good listeners. They should identify what the customer needs by asking good questions and making sure they understand, clarifying as necessary and setting the expectations for the next steps. The team member should be courteous and a person whom enjoys helping others. These team members will be happier and the customer will know that they are proud to help in any way they can. These team members will more naturally build relationships with the customer because they genuinely care. These relationships take time but are critical to developing trust and open communications between the two companies. Communication is the most important factor in a company’s ability to deliver an exceptional service experience.

At ECT Services it is our Goal is to be your technology partner for life. Delivering an exceptional service experience is just one more way we hope to achieve this goal. We have begun to survey our customers in an effort to help us better understand how we are doing towards this goal. We would appreciate your time in completing the very short survey should you receive one.

Of course you can always call me if you should have anything you would like to discuss regarding your service experience.

Tom Barrett,

Service Manager,

502.636.2402 ext107