International team of coworkers putting colorful puzzles togetherBy John Mason, CAPP, PMP

Very seldom as a manufacturer or contractor do you find true team efforts when replacing a client’s legacy equipment. A true team effort is when the client fully engages in the change.

It’s important as a client that you involve yourself in efforts to learn your new products and not just expect a turnkey system to run without your input or interest. Nobody likes changing. It’s a lot of effort, especially when you had a functional system in place chugging right along.

It’s important as the installer to remind yourself what a frustrating process large-scale change is to a client as well, and have compassion for them. You must make sure you are doing everything you can to take the pain out of the change. For example, a client may point out how the user interface could be enhanced in a way that makes it more intuitive, or they could find a bug. In either case, taking that information and making changes creates a better product. Customer satisfaction increases because you listened and made things easier for the client.

If both sides invest in this approach and truly partner, the end result becomes a win for all involved.

John Mason, CAPP, PMP, is a project manager with HUB Parking Technology.