Looking Back…Looking Ahead
Dear Clients, Colleagues and Industry Friends:
As 2024 ends, so will my tenure as VP of North American sales and corporate marketing for ZeeVee. As this career chapter closes, I look forward to writing a new one in my new role as east region sales director within the larger Kramer organization, which acquired ZeeVee in August.
I hope you’ll indulge me with a few thanks and shoutouts before I share some industry observations I have learned from the best technical and sales leaders in the Pro AV industry over the years.
It has been a source of pride that people have often told me that they thought ZeeVee was a bigger company than it is. I attribute the ability of the ZeeVee team and my marketing team to come together in good times and even stronger in challenging ones. My heartfelt thanks to the following people:
- Emily Coia for managing our email distribution list, keeping me out of trouble with the interweb officials and ensuring a timely cadence of our email “blasts;”
- Amy Farina for her database diligence, whether our CRM or PRM, and thanks to her for the rapid turnaround of all those AVIXA CTS certificates;
- Jim Chordas, John Costa, Rob Muddiman, Jay Bolster and Tony Torres, along with our knowledgeable channel partners, for providing a steady stream of invaluable content for our SIGNAL Boost newsletter, case histories and media opportunities;
- Scott Reed at Beyond Forward in Tampa, Florida, a very talented graphic artist, for re-designing our website, creating various marketing materials and formatting our impactful SIGNAL Boost newsletters (Scott, you are awesome);
- Art Weeks for his leadership role in our Certified Solution Partner Training program (Art, you have been a reliable force within ZeeVee – extra special thanks). A special shout out goes to our other all-star presenters Chris White and Jay Bolster; and
- Henry Feintuch and Doug Wright of Feintuch Communications in New York for their skillful stewardship of our “PR plus” program, which kept us in print, very active on the "interwebs" and helped us stay on point with our product and corporate messaging. Without the two of you, it would have been challenging to deliver on my “cadence of communication” strategy.
I’d be remiss if I didn’t mention our excellent engineering team led by founder Jeremy Greene, Steve Metzger (retired) and Berk Akinci for delivering hardware, software and support, this sales and marketing professional has been able to believe in and will continue to do so.
Brian Greene, CFO, thanks for being a true partner to sales and marketing and for being such an incredibly hard-working person.
Lastly, thanks to Bob Michaels, President and CEO for your optimism, energy, support and laughs.
I am certain the next year will bring new adventures and opportunities for all of us. Please continue to connect with me via LinkedIn, at (203) 314-5384 or via jschordas@kramerav.com if you need my assistance. You—my contacts and the people in this industry—are the most essential part of the pro AV market, and I look forward to continuing our relationship in the years ahead.
Now, as for my indulgent request, consider this a small but practical New Year’s present to you all. Our team has drafted this “Ten Best Practices for Designing, Installing and Maintaining AV over IP Systems.” The tips are based on the thousands of interactions our sales and support teams have had with our customers over the years. I hope they help integrators and clients better understand each other and allow industry pros to meet and exceed their customers’ expectations while avoiding uncomfortable conversations.
Ten Best Practices for Designing, Installing and Maintaining AV over IP Systems
- Get 360-degree feedback from client owners and system operators up front: When conducting preliminary meetings, it is crucial to include ALL stakeholders in the conversation—from owners and engineers to system operators and maintenance personnel. Listen carefully to their perceived needs (listening may be more important than speaking) so you can ultimately address everyone’s needs and expectations. This approach is crucial for reducing costly and time-delaying change orders over the course of a project.
- Fully understand the true scope of your customer’s use case: It is critically important to identify the use cases for the system. For instance, a client may say that audio and video are needed for 20 screens in a given room or facility. Among the many key follow-up questions the integrator needs to ask are, “Who will be using the system and for what purposes?” “Will Microsoft Teams or Zoom rooms be used?” and “Will you need to expand the system for additional applications in the future?” Be sure to conduct a thorough walkthrough of the venue to get a real feel for any unforeseen obstacles that can adversely impact the final installation. I am always amazed by how much can be gained from listening to day-to-day users of a system.
- Provide the customer with an assigned team for sales, installation and support. To maximize efficiency, you should offer the end-user a consistent client advocate who will build trust and goodwill and be available to de-escalate and resolve any issues that may arise.
- Ask all your questions: Integrators sometimes hold back on asking seemingly obvious questions. No one wants to look like they don’t have the knowledge and experience to do a job. However, not asking all relevant questions can be a landmine, derail projects, and torpedo customer satisfaction. These questions can spur conversations that may allow you to consult with your clients on additional system options they may not have considered or thought possible.
- Beware the pitfalls of owner-furnished equipment: Clients often want to incorporate equipment they already own or plan to acquire separately, which may seem sensible from a convenience or budget-saving standpoint. However, it is crucial to have all the details on this gear when designing a system. For instance, you will want to flag any potential compatibility or performance issues. Even if the gear they are considering fits the bill, you want to make sure you are maximizing these components’ performance within the larger system.
- Have tools and processes ready to quickly address system issues and necessary changes. As thorough as you may be, change orders are common during AV projects. It is crucial that all of them are documented in a timely manner to avoid cost disputes or other misunderstandings.
- Do not go “live” before ensuring that all firmware and software updates are current. Flipping the switch on a newly installed AV system is a moment of truth that resonates with your customer. You don’t want to diminish it with an unforeseen troubleshooting session or additional truck rolls after the project’s completion. Therefore, before popping the cork on a champagne toast, double-check to ensure that all components are up to date with the latest firmware and software updates.
- Perform and provide time for adequate testing: Once you have completed the installation, particularly for those including interactive elements, you will want to perform rigorous testing. This includes misusing and abusing the gear in a way that tests the ability of the hardware and software to withstand wear and tear over time.
- Label and document everything upon project completion: Once you’ve completed the project and tested all systems and applications to ensure they is are working properly, label all system components and update and finalize all documentation. This will support future additions and changes, as well as service requirements if and when systems issues occur.
- Coordinate with your providers’ engineering teams when truck rolls are necessary. If you’ve chosen the best manufacturing partner, they will be with you through problem resolution – not just in writing your order. Giving advanced notice of service appointments to manufacturers’ support teams will increase the chance that all necessary parties will be available to help conduct system fixes most efficiently.
There are so many amazing projects that I have had the pleasure of seeing over the years. I continue to be blown away by the incredible knowledge and creativity found throughout our industry.
Please accept my sincere wishes for a Happy New Year! PEACE, LOVE, HEALTH AND HAPPINESS TO ALL.
Regards,
Joe Chordas
VP, North American Sales & Corporate Marketing
ZeeVee
ZeeVee is a leading provider of AV distribution technology. The company has transformed the digital video industry with its award-winning encoders, decoders and software solutions for the pro AV and IT marketplace. Integrators and consultants rely on ZeeVee for its innovative, cost-effective and easy to install AVoIP and RF distribution platforms for their corporate, higher education, government, healthcare, casino, museum, hospitality and retail customers. A founding member of the SDVoE Alliance, ZeeVee holds a GSA schedule, and its products are TAA-compliant. ZeeVee is headquartered in the greater Boston area with European HQ in Augsburg, Germany and SE Asian offices in Singapore.
Kramer, the global audio visual experience company based in Tel Aviv, Israel, acquired ZeeVee in August 2024 to strengthen its leadership in the AVoIP and IT/AV convergence arenas.
Feintuch Communications
646-753-5711 / 646-753-5710
zeevee@feintuchpr.com