When it comes to the security director – security integrator relationship, it can often look like a “he said/she-said” situation. The phrase “There’s two sides to every story,” applies as well. In fact some – not all – past relationships have been just that. A little friction here over pricing, a little friction there over miscommunication or no communication at all, some instances of installing a product that didn’t work, some stories of not “doing their homework” and a lot of “not going the extra mile” comments.
“Sometimes system integrators seem to be extended sales reps for specific companies,” shares John Williams, CHPA, public safety manager for Prince William Hospital in Manassas, Va. “Although in reality they are sales reps, their focus should be on what the end user wants to get out of a system. They need to have a broad view of what systems and capabilities are available in the industry and put forth several options for the end user to make a selection. They should be knowledgeable and responsive to our needs. Also, they should only recommend products from companies that have an excellent industry reputation for customer service and quality.”