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Volume 9, Issue 8 — April 27, 2012
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Communication And Client Disagreements
By Lee Distad
rAVe Columnist It’s said that the first casualty of every battle is the plan, and that’s just as true of business as it is of warfare. The reality is that no matter how meticulous and organized you are things don’t always go smoothly, and that can impact your clients.
Naturally the best way to deal with client complaints is to not have any complaints. That makes for a great Vaudeville punch line, but it’s not very practical advice.
So then, what’s really the best way to deal with complaints? The answer is two-fold. First, ensure that your communication with clients is crystal clear. Secondly, be pro-active rather than reactive with your communication.
What do I mean by proactive versus reactive? Simply that you be the first one to bring up a subject, especially if it’s a sensitive one.
Here’s a perfect example of a common issue: due to a scheduling problem, the client’s job has to be pushed back on the calendar, and he’s not happy about it. Everyone reading this can related to this, because it happens all the time.
Whereas the reactive response is to try and calm down the client after he’s already steamed, the proactive solution is by having the project manager lay out the realities of scheduling right from the start. Only one person on your staff (the PM) should ever discuss scheduling with clients, in order to avoid confusion. In addition, smart PMs build extra time into the schedule to account for the unknown. That means that the worst case scenario is that no one is greatly inconvenienced, and the best case scenario is that jobs get finished ahead of schedule.
Here’s another example of something gone wrong: the speakers/patch panel/TV are in the wrong spot, or not there at all. This is what happens when the clients’ expectations and what was in the design documents don’t meet.
What if it’s genuinely your company’s fault? Well, suck it up, fix it and move on. Apologize too.
What if it stems from bad communication? Just like with scheduling, right from the outset only one team member should discuss change orders with the client: the project manager. It has to be abundantly clear to the client that if he want to make changes, he doesn’t speak to an installer, the sales designer or even the owner of the company; he goes to the PM. Keep that clear right from the start, and you’re a lot less likely to run into problems like this at all.
The bottom line here is that resolution and prevention of most issues lies in effective communication, both when setting expectations, and then later working out a solution. Communication helps every relationship, and business ones are no different.
Lee Distad is a rAVe columnist and freelance writer covering topics from CE to global business and finance in both print and online. Reach him at lee@ravepubs.com
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Will We All Soon Have ADHD?
By Aldo Cugnini
Insight Media Consultant No, I'm not referring to some new form of advanced-digital high-definition-whatever. I do mean the attention deficit hyperactivity disorder. According to a recent study by the Nielsen Company, 88 percent of U.S. tablet owners and 86 percent of smartphone owners said they used their device while watching TV at least once during a 30-day period. For 45 percent of U.S. tablet users, using their device while watching TV was a daily event, with 26 percent noting simultaneous TV and tablet use several times a day. U.S. smartphone owners showed similar dual usage of TV with their phones, with 41 percent saying they use their phone at least once a day while tuned in.
Nielsen determined these numbers in a Q4'11 survey of connected device owners in the U.S., U.K., Germany and Italy. Device owners in the U.K. similarly paralleled TV watching at 80 percent for tablets and 78 percent for smartphones. And, 24 percent of those surveyed claimed to use their device several times a day while watching TV.
When asked if they never use a tablet while watching TV, Americans scored the lowest rating at 12 percent followed by those in the UK at 20 percent. Italians and Germans came in at 29 percent. (Gee, could tablet overload be an affliction limited to English-speaking countries?).
This data also surfaced at the Technology Summit on Cinema, which was held just prior to the opening of NAB, with speakers wondering when and if portable devices would be used in the theater (see further coverage in the upcoming May issue of Large Display Report).
Across all countries, the most frequent tablet or smartphone activity while watching TV was checking email — either during a commercial break or during the show. But device owners also seem to engage with content related to the TV too, either by looking up information about the show or looking for deals and general information on products advertised on the show.
Analysts at Forrester Research uncovered similar numbers in their own survey, with 85 percent of U.S. tablet owners using their tablets while watching TV. But another interesting trend is developing: a surprisingly high percentage of tablet owners — 18 percent — say they connect their tablets to their TVs via HDMI or VGA cables, relegating the big screen to a dumb display. (So much for Smart TV.)
Forrester also found that 32 percent of tablet owners say they won't buy a TV smaller than 24 inch in the future, compared with only 7 percent who say the same about large TVs. But, they also say they watch more online video overall since getting a tablet.
People just can't get enough of their tablets, apparently, something the TV broadcasters have noticed. I'm writing this from the 2012 NAB conference in Las Vegas, and scanning down the broadcasters' conference program, there's no shortage of sessions about tablets, second screens and multi-platform business models. Is this the new norm? Will moving pictures increasingly pervade every device and surface with which we come into contact? Will we all soon crave media walls in our homes? Is the unending display of entertainment content, emerging from every conceivable transducer, sapping our ability even to concentrate on just one? What happened to the good old days of the couch potato entranced by the idiot box?
OK, let me calm down. Perhaps it's just the jet lag. All is not lost — we can still thank the FAA for 10 minutes of zero personal electronics during aircraft ascent and descent, right? But seriously, put the smartphone down when you're driving, please?
Aldo Cugnini is an analyst for Insight Media. Reach him at aldo@insightmedia.info
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Share Article Back to Top Attachment Selling As Part Of The Experience
By Lee Distad
rAVe Columnist What really differentiates the specialty AV retailer from big box stores is the way that they create a complete experience. Central to that is attachment selling, not just as something sales clerks have been badgered to do, but an integral part of the entire sales experience.
It’s not enough to just sell products. You need to create an experience. More than that, you need to go all the way, so much so that you stop having customers and start having clients.
So how does that happen? It comes from listening, really listening to what clients tell you. You have to look beyond what they’re asking for, and find the wants and needs they’ve got that they probably don’t even realize they have, never mind being able to articulate it to you.
The key to fully integrated attachment selling is raise awareness in your client’s mind of solutions of which they were previously unaware. This is an important part of good salesmanship.
Odds are, most of the people who come into your showroom to talk about building a media room are barely aware that lighting control exists. Yet when you demo for them in your theater room, and your iPad dims the lights and opens the drapes in front of the screen now they’ve got a need that they didn’t know they had five minutes ago. And so on. From a client’s perspective your showroom is an Aladdin’s Cave of treasure just waiting to be discovered.
I’ll warn you though, big box stores are starting to clue in to this. Walk through a Best Buy and see how their room settings are more sophisticated than they were a couple of years ago. If something works, it’s only a matter of time before the big guys take notice and start to adopt it for themselves.
Don’t despair, though. That just means that you have to do it better than they do. Do it with more empathy, better listening skills, better products and a greater degree of professionalism.
By showing your client the extent of your expertise, you open up new windows into enhancing the client’s lifestyle, and your bottom line.
Lee Distad is a rAVe columnist and freelance writer covering topics from CE to global business and finance in both print and online. Reach him at lee@ravepubs.com
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Share Article Back to Top This Week from rAVe's BlogSquad Back to Top Are Your Employees Overpaid? Underpaid? How About You? One of the questions that we get the most from CEDIA members is on the topic of industry compensation levels. ESC company owners want to make sure they are paying their staff in a way that is competitive, but also fair to the company. Also, when the time comes to expand operations to include a new staff position like the first dedicated salesperson, company owners want to know what the best pay strategy is.
Compensation is a topic that the typical ESC wrestles with at least once a year during reviews, but also when hiring a new employee, expanding operations, and even analyzing their own salary and benefits. Great employees are an asset to your company. Make sure that the compensation package you are offering is competitive enough to retain your great employees.
So How Do You Know?
This is one of many business topics that are best evaluated by comparing your practices to industry averages. This practice of comparison to industry standards is called benchmarking. It’s a way of analyzing your company to determine where and how improvements can be made for stronger operations and greater profitability.
As the industry’s trade association, CEDIA conducts an annual Benchmarking Survey that ESC members in the US and Canada can participate in for FREE. The survey is very easy and quick to complete and provides industry benchmarks in the areas of:
- Compensation & Benefits
- Financial Management
- Strategic & Business Planning
- Project Management
- Marketing & Sales
Participants get custom reports comparing their company information against industry medians, companies of similar size, and the most profitable companies. The custom report helps ESC company owners identify areas of strength and weakness within their business, while providing specific steps for improvement.
Would you like to learn more about the CEDIA 2012 Benchmarking Survey or register to participate? Click here: http://www.cedia.org/benchmarking
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Russound Sells Colorado vNet Yesterday Russound announced the sale of Colorado vNet Corp., a home automation company, to a new company created by Russound's own former Vice President of Sales and Marketing Mike Anderson.
Colorado vNet, founded in 2002, was purchased by Russound in 2009 for an undisclosed amount after the company almost went out of business.
Anderon is relocating the company to Florida in June 2012, when the brand will relaunch.
"As the VP of sales for Russound and Colorado vNet, I've seen how the Colorado vNet brand has its own unique place in the market," said Anderson. "Colorado vNet integrators have needs unique to themselves and having the opportunity to set this company apart — under its own direction once again — is an opportunity to provide those integrators with the support they deserve. We look forward to reestablishing the vNet brand and dealers can be assured that our team is excited and working hard to strengthen our relationships with them and to deliver on all the promise the brand has always held."
For more information about Colorado vNet, click here: http://www.coloradovnet.com/
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Share Article Back to Top Thanks to CEA, Recycling of Electronics Up 53 Percent in 2011 The CEA (Consumer Electronics Association – the people behind the CES show) launched a Billion Pound Challenge in 2010 to promote recycling of consumer electronics rather than throwing them away. So far, they've recycled over 460 million pounds, so the organization is nearly half way there. And, recycling was up 53 percent in 2011. In addition to more than 7,500 used electronics drop-off centers, the CEA has convinced cities, states and businesses like Best Buy to make it easy to recycle electronics by allowing anyone to drop them off conveniently.
Known as the eCycling Leadership Initiative, the goal of a 2016 Billion Pound recycling program should be easily attained.
Here's a video that explains it all: http://www.youtube.com/watch?v=aoVKCnOqdXI&feature=player_embedded
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Share Article Back to Top An Atomic Amp? Antelope Audio has just introduced Rubicon, a 384 kHz digital audio preamplifier which integrates a 10M Rubidium atomic clock. According to Antelope, Rubicon is the first DAC to integrate a Rubidium atomic clock, which is spec'd to be 100,000 times more stable than a traditional crystal oscillator. Coupled with a 64-bit acoustically focused clocking technology, the Rubidium supposedly achieves a breakthrough in jitter management, improving the sound quality.
In addition to the 384 kHz DAC, Rubicon also includes ultra-high sample rate A/D conversion. These functionalities, together with the USB recording capability, provide the users with the ability to digitize their favorite tracks while keeping the "warmth" of the original analog recordings. In addition to the 384 kHz USB streaming, Rubicon offers extended flexibility and smooth user experience provided by the implemented DLNA capability. The DLNA streaming gives users the opportunity to wirelessly push audio files from their smart phone, PC or NAS (Network-Attached Storage) server and play the content through the high-sample rate DAC.
Inputs include:
- 1x PHONO Input on RCA
- 3x Inputs on RCA
- 1x HiZ Input on RCA
- 1x Combo Balanced Input on XLR/¼ TRS
Here are complete specs: http://www.antelopeaudio.com/en/products/Rubicon-Atomic-AD-DA-Preamp
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Share Article Back to Top NAD Ships New Amps NAD Electronics is now shipping its 150-watt C 375DAC ($1,600) and 80-watt C 356DAC ($900) amps. These amps are designed for applications like improving the sound quality of the Squeezebox or Sonos systems, or for directly connecting a Mac or PC to stream 24/96 HD music. The MDC DAC's Optical S/PDIF input upgrades the sound of disc players or music streamers while the asynchronous USB device side input allows direct connection of a computer.
Features include:
- Modular design with a DAC factory installed
- Optical S/PDIF Input upgrades the sound of Disc Players or Music Streamers
- Flexible – asynchronous USB device side input allows direct connection, PC or MAC
- USB compatible – supports 24/96 HD music playback
- High Performance – 24/192 DAC and high quality OPAmps for superior performance
- PowerDrive amplifier technology
- Modular Design Construction (MDC)
- Front panel Media Player (MP) input for attaching portable MP3 Player
- Custom compatible with RS-232 interface and 12-volt trigger output
Here are all the specs: http://nadelectronics.com/home
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Key Digital Enters Control System Market with a Totally Apple-Based Platform Key Digital, in conjunction with Compass Alliance Partners (CAP), has created a fully integrated control system called Compass Control with driver support for hardware from the following brands: Aprilaire, Boston Acoustics, ClearOne, Denon, Furman, ICRealtime Security Solutions, iPort, Key Digital, LG, Lutron, Luxul, Marantz, MechoSystems, Onkyo, Panamax, Primeview, Russound, SurgeX and Wolfvision. The company is aiming the system at both the HomeAV and ProAV markets.
Compass Control has the ability to control devices via RS-232, IR or TCP/IP. This new control system provides installers with bi-directional IR, two-way RS-232 with feedback, and two-way TCP/IP control, plus control via relays and sensors. When programming the system via the Compass Navigator PC (ironic, anyone?) editor software, installers are given three separate database managers to make programming faster than traditional control systems. Compass Navigator also enables installers to edit command code sets which allows Compass Control to be tailored to each and every system installation.
Compass Control base system consists of KD-MC2500 Master Controller, with Compass Control App on Apple iPad running under KD-CSL License. Future expansion products are the iPad wall-mount solutions: KD-WPCW (white) and KD-WPCB (black) in-wall charging and connecting stations.
The KD-MC2500 Master Controller works as as the heart for the Compass Control System. It has up to eight IR or RS-232 ports and powerful TCP/IP/LAN networking control support. In addition, the KD-MC2500 allows IR learning and has two sets of switchable contacts for relay control of external equipment.
The official launch isn't for two weeks, but we got a sneak peak today. Get more information about Compass Control here: http://www.keydigital.com/compass/
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Share Article Back to Top Control4 Ships HC-250 Controller Control4 just started shipping its HC-250 Controller, a small one-room-only control system. Using a 1GHz processor, the HC-250 uses Power over Ethernet (PoE) connectivity and fits easily behind a TV, on a shelf or in a rack. It allows users to browse very large media libraries, activate lighting control, and control an entire home from their TV instantaneously.
The HC-250 supports both digital audio and video over HDMI (two audio outputs — one analog and on HDMI, plus one analog audio input), and offers integrated Wireless-N Wi-Fi and ZigBee for high-performance wireless networking. The HC-250 Controller also includes support for up to four IR (or four IR and four serial ) devices as well as a USB port for outboard connection to external storage of music, pictures and more.
Go here for more info: http://www.control4.com/residential/products/controllers/HC-250
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Share Article Back to Top Epson Debuts 720p Projector for $650 Yesterday Epson broke a price-barrier with the industry's first 3LCD 720p true home theater projector that's priced at $650 — the PowerLite Home Cinema 710HD. With a giant zoom ratio that allows the projector to be mounted anywhere from 3.5 to 35.5 feet from the screen, the Home Cinema 710HD offers new "Easy-Slide" image correction, an optical horizontal keystone adjustment slide control bar that allows users to place the projector off-center from the screen and easily center the image. It's spec'd to output 2,800 lumens.
Inputs on the Home Cinema 710HD include HDMI, Component and S-Video (um, if anyone still uses that). It also has a 5,000-hour lamp. Full specs are here: http://www.epson.com/cgi-bin/Store/jsp/Product.do?BV_UseBVCookie=yes&sku=V11H475120
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Share Article Back to Top Crestron Adds Pandora Support Crestron announced today that its Internet Radio Tuner Card now supports Pandora. All the familiar Pandora setting are there — thumbs up and thumbs down gestures and full meta-data feedback, including album art. Customers simply enter the name of any musical artist, song or composer and Pandora instantly creates a "station" streaming related music for listening pleasure. They can save up to 99 stations and recall them on demand from a Crestron touch screen. Touch screen control lets users view the current song, artist and album cover, and provides controls for creating or browsing stations and pausing, skipping and bookmarking individual songs and artists.
To get the latest firmware so you can add Pandora, click here: http://www.crestron.com/resources/product_and_programming_resources/catalogs_and_brochures/online_catalog/default.asp?jump=1&model=ATC-AUDIONET
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Sanus Ships New AV Stand New to the SANUS furniture line is the Basic Series BFV546 Audio Video Stand. Offering a contemporary asymmetrical design, this unit is constructed of hardwood with both light and dark walnut finishes.
Product features include:
- Large middle shelf for accommodating a center channel speaker or two components
- Dual pull-out media drawers for storing remotes, gaming equipment or other devices
- Removable panels for quick access to the back of components
- Adjustable feet for level positioning
- Quick and easy assembly — no tools are required
- Compatible with the ELM701 Anti-tip Strap
- Compatible with the FMS01 Furniture Mount System
The BFV546 details are here: http://www.sanus.com/us/en/products/av-foundations/av-basic/BFV546
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Share Article Back to Top SANUS Ships 100 Percent Drill-Free Mount SANUS is now shipping the FMS01 Furniture Mount System, also known as the FMS, a new product that allows consumers all the benefits of a mounted TV without having to drill holes in the wall. The FMS attaches directly to the back of compatible SANUS furniture and includes a built-in tilting mount for 32"-60" TVs weighing up to 130 lbs.
A wide assortment of home theater accessories and components can easily attach to the back of the FMS pillar kit. These include wireless routers, surge protectors, wireless HD adapters, media streaming devices, HDMI Splitters, wireless speaker kits and a wide variety of furniture pieces.
Here are all the details: http://www.sanus.com/us/en/fms/
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Share Article Back to Top Cisco’s Jabber Packs a Free Punch IDC estimates the unified communications market (videoconferencing is one component), to grow to $44 billion by 2015. Microsoft’s Lync has enjoyed very little serious competition until this point. But now Cisco has released Jabber, a new crossplatform communications and messaging application designed to compete directly with Microsoft's Lync.
Working with all client devices and operating systems, the application Jabber allows users to access Cisco's voice, video, presence, messaging, presence and conferencing platforms. There are no server or client licensing costs for existing customers. Let me repeat that: no server or client licensing costs for existing customers.
Cisco wants you to use the Jabber application to create up-sell opportunities and drive adoption of the wider collaboration portfolio. Oh, yeah.. and win market share from Microsoft Lync.
Here are Jabber's specs: http://www.cisco.com/web/products/voice/jabber.html
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Share Article Back to Top Philips Returns to Consumer TVs TP Vision, the joint venture between Philips Electronics (who owns 30 percent) and TPV Technology Limited (who owns 70 percent) has been completed. TP Vision will develop, manufacture and market Philips-branded TV sets. So, the Philips brand is back, again, in consumer TVs.
With the company less than two weeks old, Maarten de Vries, CEO, showed up at the IFA Global Press Conference to expain more about the new venture. He said TP Vision handles the design, manufacturing, distribution, marketing and sales of Philips TV worldwide, with some exceptions. As part of the transaction, the Philips Television innovation and manufacturing sites, commercial organizations, headquarters and employee base of close to 3300 will transfer to TP Vision.
De Vries says TP Vision will concentrate Philips product differentiation on three areas: smart TV, user experience anddesign. And on the pro side, Philips maintains an interest in hospitality TV as a core business.
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Share Article Back to Top Crestron Launches Expedited Service and Support Program This month Crestron officially launched its new Express 48 repair program, which provides a 48-hour expedited repair service option to dealers. For a pre-determined fixed rate, Express 48 provides an added layer of support for dealers that may require expedited repairs during time-sensitive projects. Soft-launched in December, 2011, Express 48 applies to warranty and non-warranty Crestron repairs.
To read the complete press release online, click here. Back to Top CEDIA Launches New Mobile App CEDIA has launched a new mobile App for Android, Apple and Blackberry devices that provides a platform for the industry to connect and get relevant content.
To get the App, search for "CEDIA" in your App store.
To read the complete press release online, click here. | Back to Top Atlona Appoints New CFO, Director of Technical and Customer Support Atlona recently announced that it has appointed Robert Colaizzi as the company's chief financial officer, and Ruddy Soehartono as the director of technical and customer support.
To read the complete press release online, click here. Back to Top Waterfall Audio Appoints Grace Motif Exclusive Distributor Waterfall Audio, a manufacturer of handmade loudspeakers, has appointed Grace Motif as its exclusive distributor in the U.S. and all U.S. territories.
To read the complete press release online, click here. Back to Top Crestron Adds Technical Director Crestron has appointed Jonathan Garcia as its technical director in Canada. Garcia was previously a systems engineer at Westbury National Show Systems.
To read the complete press release online, click here. | Back to Top For all you REGULAR readers of rAVe HomeAV Edition out there, hopefully you enjoyed another opinion-packed issue!
For those of you NEW to rAVe, you just read how we are — we are 100% opinionated. We not only report the news and new product stories of the high-end HomeAV industry, but we stuff the articles full of our opinions. That may include (but is not limited to) whether or not the product is even worth looking at, challenging the manufacturers on their specifications, calling a marketing-spec bluff and suggesting ways integrators market their products better. But, one thing is for sure, we are NOT a trade publication that gets paid for running editorial or product stories. Traditional trade publications get paid to run product stories — that’s why you see what you see in most of the pubs out there. We are different: we run what we want to run and NO ONE is going to pay us to write anything good (or bad).
Don’t like us, then go away — unsubscribe! Just use the link below.
To send me feedback, don't reply to this newsletter – instead, write directly to me at gary@ravepubs.com or for editorial ideas: Editor-in-Chief Sara Abrons at sara@ravepubs.com
A little about me: I graduated from Journalism School at the University of North Carolina at Chapel Hill (where I am adjunct faculty). I’ve been in the AV-industry since 1987 where I started with Extron and eventually moved to AMX. So, I guess I am an industry veteran (although I don’t think I am that old). I have been an opinionated columnist for a number of industry publications and in the late 1990s I started the widely read KNews eNewsletter (the first in the AV market) and also created the model for and was co-founder of AV Avenue – which is now known as InfoComm IQ. rAVe Publications has been around since 2003, when we launched our original newsletter, rAVe ProAV Edition.
rAVe HomeAV Edition, co-published with CEDIA, launched in February, 2004.
To read more about my background, our team, and what we do, go to https://www.ravepubs.com Back to Top Copyright 2012 – rAVe [Publications] – All rights reserved. For reprint policies, contact rAVe [Publications], 210 Old Barn Ln. – Chapel Hill, NC 27517 – 919/969-7501. Email: sara@ravepubs.com
rAVe HomeAV Edition contains the opinions of the author only and does not necessarily reflect the opinions of other persons or companies or its sponsors.
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