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Archive for the 'Customer service' Category

What we track at Telemetry Solutions.

Thursday, December 17th, 2009

The answer is you, our customers.  Twice every day we  meet about customers, what they liked and what they didn’t like.  What they need and what they don’t need.   An example:  recently we received a call from a customer who had lost his password and couldn’t log into the support page to download a piece of software.  He had to call us to get the password.  What a waste of time for him!  That was the end of that password requirement. Within 10 minutes that password restriction was gone forever……off the website.  Another example:  We used to send out calendars at the end of the year.  We did this for several years.  All of our customers received one.  They were nice, each month had a different photograph of North American wildlife.  On the last page, hanging down about an inch lower than the calendar proper was Telemetry Solutions’ name and contact information. Sitting in a customer’s office one day I noticed that he had our calendar on his wall but that our name and contact information had been cut off.  “Ah-hah!  Customers don’t like our name and contact info on their calendar,” I thought.  So that was the end of the calendars.  Oh, maybe that’s not the right story for this blog entry?

On a serious note, this is one big way in which the products improve, through customer feedback and our assessment of that feedback.  And we don’t beat it to death before we act, it happens quickly.  So loosen up those typing fingers or just give us a call, we would be happy to hear from you!  Compliment or complaint…..it doesn’t matter…..we want to hear it.

Quintin

GPS collars at Christmas time

Friday, December 4th, 2009

I continue to eat, sleep and breathe GPS collars.  Telemetry Solutions has the best crew ever and even the employees don’t quit thinking about their work after the shop is closed.  Typically December is busy but January is off the hook.  Customers tend to hold back until after the holidays and then we are hit with a barrage of orders.  In North America wildlife tracking collar orders seem to be at their peak in January.  We really wouldn’t mind if some of our customers just dropped us a line in December so that we could get a bit of a jump on the new year.  I hope it doesn’t sound like I’m whining about it, but everyone wants equipment yesterday and that’s hard to do when everyone orders at the same time.  So please let us know what your plans are for January.  Much appreciated.

Quintin

Wrapping up 2009 with much more data per collar

Friday, November 20th, 2009

Please keep your requests coming, it is through our customers’ needs that we move this technology forward.  The latest development will result in much more data…..useful data …..from small collars.  Anything you need, please let us know.

Quintin

GPS, skateboards and monkeys.

Sunday, June 28th, 2009

Last week Matt McDermott joined the Telemetry Solutions’ team. Matt is settling nicely into his role as our customer support specialist. He’s new and he has a lot to learn but he is eager and a faster learner. During the training process we occasionally get off of the topic of GPS for a moment or two. It was in one of these forays into Matt’s personal life that I learned that every year Matt participates in a 30-mile, long board relay in California’s Lake Tahoe area. His long board is a long skateboard, built for speed and distance travel rather than for annoying pedestrians by repeatedly slamming into various curbs and low walls.

Friday I showed Matt how to program our Quantum 4000 Enhanced in “always on” mode and then asked him to take it outside and gather data so that we could go over the new outputs, velocity and direction. Always on mode is just what it sounds like, the GPS is always on. We’ve just added velocity and direction to the output from this device. I suggested to Matt that in order to actually get velocity data that shows some change, it would be great if he wouldn’t mind running with it a bit. It was about 40 degrees C. outside, but what’s he going to say, he’s new… he went along with me.

That’s when the long board came into play. I didn’t know he had it in his car and he didn’t mention it. But he got the job done by skate boarding around outside for awhile.

Enter the monkeys. We have a customer on the east coast of The United States that studies Howler Monkeys in Central America. He wants that velocity data and Matt will be supporting him. It’s a little difficult to support something that you have never used and Matt is going to be busy for the next few months using our products in every way possible. So here is Matt’s next problem; how will he find out how well the GPS works when the monkeys are hanging upside down from trees? We have trees so I hope Matt brings good climbing shoes and gloves Monday.

Quintin

A New Way?

Tuesday, October 11th, 2005

As you may already know, Telemetry Solutions is working on changing the way things are done in this industry. This blog is part of that change. I think that this industry needs to shift the focus onto the customers. It seems to me that for years the focus has been on the manufacturers doing what they think is best…..leaving the customers to either like it or lump it. As a consumer on the planet Earth, I know the difference between good customer service and bad customer service. At least for me, good customer service is highly desireable and keeps me coming back to the same companies over and over. So, if you want good customer service……keep an eye on the development of our new GPS collar and become a customer. If you want the same kind of service that you can get from a phone company…..well, good luck to you.

Of course, without a good product good customer service is kind of useless. We plan on covering that base as well and we are working on it now. Keep reading this blog and I will bring you up to speed on our plans.

Quintin