That Personal Touch

By: Marty Haraldson of Alpha Video and Audio, Edina Minnesota

That “personal touch” certainly has disappeared from the business scene, hasn’t it? How many companies or businesses do you call where a real “live” person actually answers the phone and greets you? They try to replicate that “personal touch” with an electronic answering device, but fail miserably.

Just yesterday, I called one of our vendors with a question. The phone rang several times before I was greeted by a recorded voice saying, “Your call is very important to us. To serve you better (?) please select one of the following 27 options.” Of course, the option that interests me is always the last one. My attention span had dwindled by this time and my mind had drifted elsewhere.

To be safe I’ll press the ol’ standby, “0”, and ask the friendly receptionist to connect me with the proper person. I press “0” only to hear a rather rude recording telling me that this is NOT an option! There is no one at this extension to take my call!

So, what are my choices at this point?

I can randomly press any one of the 27 available options in potluck fashion to see whom I get connected with. Perhaps the person I talk to can transfer me to the right person. Or, perhaps not. This individual has no idea of how to transfer me to the right party. Besides that, he or she is rather put out that I had the nerve to press their extension!

While all this is happening, I keep that greeting in the back of my mind, “Your call is very important to us.” After several other unsuccessful attempts to reach a cooperative “live” human being, my call is disconnected and all I hear is a dial tone.

It’s sad in a way to realize that many of our business transactions and activities can be conducted nowadays without ever actually talking with a person – live. I’ll receive a request for a quote by way of voice mail, email, or, do I dare say it, fax machine? I’ll respond in the same manner. Sooner or later, the purchase order arrives electronically. To be courteous, I’ll send my client an email or leave them a voice message thanking them for their order. All of this is done without ever talking!

There are, of course, those businesses that still value the customer and offer that “personal touch”. Whenever I call and a pleasant sounding person answers the phone I’ll speak up and say something complimentary. I’ll thank them for their personal service. There seems to be a definite connection between the level of customer service offered by a business and their phone system.

You will always find better customer service and support whenever you can talk with a live person without difficulty. Whenever you are required to follow multiple phone prompts and options, then leave voice messages, that level of customer service and support is suspect. There are companies that I dread calling because I know I’ll never reach anyone. When I do leave messages, I know it can be days before anyone returns my call. That just isn’t right.

I realize that we can get busy and we cannot be everywhere at once. Voice mail and email are valuable tools. I use them everyday. They should never replace the “personal touch”. These should be extensions of our “personal touch”. Used properly and in a timely manner, these electronic tools can enhance our “personal touch” with people. Responding to an email or voice message promptly is vital to success.

I have come to know which of our business partners and vendors I can count on to respond quickly should I leave or send a message. My customers do not hesitate to leave a message or send a message. They’ve come to expect a quick response from me. I don’t disappoint them.

How are you doing? Are you getting too “electronic”? Are you relying only on text messaging, voice mail, and email? Do your family, friends, and customers ever hear your voice anymore? Are you no longer available, “live”?

That “personal touch” goes a long way in successful relationships and friendships.

What Do You Think of 3D?

3D is becoming all the rage, and understandably so. After blockbusters like Avatar and the introduction of 3D to the consumer market from such industry giants as DirectTV and ESPN, 3D is expected to be the next big step forward in our market.

Per the announcement posted recently by SportsVideo.org – Consumer Electronics Association CEO Gary Shapiro says the ESPN 3D announcement parallels where HDTV was six years ago. “This is a turning point for 3D,” he says.

So… what do YOU think about 3D? We would be interested in hearing from you. Care to weigh in on the topic…?

What are your thoughts about 3D – Is it really the next ‘big’ thing or a waste of time and money?

Have you successfully done any 3D recording? If so, what has been your experience?

Thanks and we look forward to hearing from you!

What’s your Favorite Controller?

Here at Fast Forward Video, when we develop new products, we’re constantly keeping you in mind. And as such, we’d like to get your ideas, feedback, input and thoughts about the controllers you use. Would you be willing to let us know your answers to these four simple questions? Your response would be greatly appreciated!

1. What’s your favorite controller?
2. Why?
3. What’s your favorite feature?
4. Why?

Remember… post your comments below.

Pictures from Snader Show

A couple pictures from the Snader Show in San Mateo, CA. Met up with several customers and made great connections with those that battled the fierce weather.

What a set up!

CEO Hal Rieseger and Dave Herget

Christmas Party Pictures 2009

Here at FFV we have many things to be thankful for…

– A growing company despite a difficult economy
– Health and wellness
– Family, friends and fabulous customers

We are reminded that we have many blessings to be grateful for and we are. Here are a few pictures from our company Christmas party this year…

Our CEO Hal Reisiger and his wife Laura (their daughter was trying really hard NOT to be in the picture with her parents…imagine that)

Paul and his wife Beth drove over an hour to come to the party!

Monique and Natalie were excellent party helpers and such beautiful young girls! (Funny though, they talked about boys alot!)

A candid shot during the gift exchange. Check out the expression on the little boy’s face. What was Claudette saying…?

Nicole just loves her gift. Is it a stop sign?

Super smart engineers surveying the room…

Hal Reisiger got the Trump game in the gift exchange.

Paul DeKeyser our CTO, Laura Reisiger and Grandma hanging out in the kitchen.

HD World Photos

Photos of CEO Hal Reisiger and VP of Sales, Harry Glass at HD World in New York

SMPTE Holiday Festivities in NY

Hey all you New Yorkers, are you going to the SMPTE Holiday Party December 15? We are. Stop by. Say Hi. Let’s enjoy the festivities together. Our own Harry Glass will be there! Leave a comment below if you think you might go so we can watch out for you.

Click here for the full flyer SMPTENY_Meeting_2009-12_rev03 (3)

Philadelphia Park Racetrack Records with Omega SD!

Watch live horse races from Philadelphia Park Racetrack and Casino. The races were recorded and reviewed with our Omega SD decks. Now you can watch them online! Very cool!

SVG Technology Show

A couple pictures from the SVG Technology conference at the Dallas Cowboys new Stadium. Burst Communications in Denver, CO used our Omega HD for this jumbo tron in the stadium.

What is SWiFT?

In today’s challenging economic climate, broadcasters face a true balancing act: delivering the high-quality HD programming their viewers demand while at the same time keeping costs and operating expenses low. In order to satisfy these requirements, many are taking a hard look at ways to streamline their production workflows so as to deliver the highest quality output in the most cost-effective ways.

Recently, FFV presented its Superior Workflow Technology (SWiFT) concept of HD workflow to demonstrate how leading-edge DVR technologies can provide an integrated, cost-effective solution for simplifying even the most complex broadcast workflows.

Many have asked the question, what exactly is SWiFT? Take a look below for a quick introduction on how you can achieve higher quality image output for an unbelievable price!

Next Slide