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How can you communicate equipment updates and upgrades to customers?

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As a field service engineer, you are responsible for maintaining, repairing, and upgrading various types of equipment for your customers. However, you also need to communicate effectively with them about the benefits, costs, and risks of the equipment updates and upgrades you perform or recommend. How can you do that without overwhelming or confusing them? Here are some tips to help you.

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Sudarshan Katte

Technical Support Engineer @ QSC
Eleazer Antwi, PMP?

IT Assistant
Rusty Darsey

1 Know your audience

Before you start explaining the technical details of the equipment updates and upgrades, you need to understand your audience's level of knowledge, interest, and expectations. Some customers may be very familiar with the equipment and its features, while others may only care about the results and the bottom line. Some may be eager to adopt the latest technology, while others may be reluctant to change or invest. You need to tailor your communication style and content to match your audience's needs and preferences.

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Sudarshan Katte

Technical Support Engineer @ QSC
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Always the maintenance is a very important task/job when we focus on the stable/reliable solution and we must ensure to keep the 0 zero downtime. However the firmware release is bug fixes of the issues in previous/older version but we should be aware about the release notes and the requirements of update to the perticular system. we have to check the ability of the user to understand the system/configuration and we can proceed further to explain in simple words with realtime examples about industry updated and the solution upgrades

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Rusty Darsey
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Know who you are addressing. A maintenance manager will have different questions and perspectives than a corporate engineer or procurement specialist. Know how each team member will benefit from your offering and address them specifically on their level.

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Marty Apodaca

Technical Instructor
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Frequent scheduled meetings with factory representation and the customer to cover all aspects of the equipment. Detailed documentation of the meetings is also key.

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2 Use clear and simple language

When you communicate with your customers about the equipment updates and upgrades, you should avoid using jargon, acronyms, or complex terms that they may not understand. Instead, use clear and simple language that conveys the main points and benefits of the changes. For example, instead of saying "We updated the firmware to version 3.2.1, which improves the stability and performance of the system", you could say "We made some changes to the software that runs the equipment, which makes it more reliable and faster".

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Eleazer Antwi, PMP?

IT Assistant
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As a support engineer, when it comes to IT equipment and software, you need to be able to let the customer know the essence of having an up to date system and the risks involved I'd you don't. You also have to let the customer know the cost of having to get a service or procuring an equipment when it becomes compromised by hackers.

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Peter N Murigi, PMP?

WASH Specialist| Project Manager| Business Development
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It's also important to consider any local or indigenous who may not be proficient in the pre-dominant language by communicating to them in their local dialect.

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3 Provide visual aids

Sometimes, words are not enough to explain the equipment updates and upgrades. You may need to use visual aids, such as diagrams, charts, photos, or videos, to show your customers what the changes look like and how they work. Visual aids can help your customers grasp the concepts, see the differences, and compare the options more easily. For example, you could use a diagram to show how the new component fits into the existing equipment, or a video to demonstrate how the new feature operates.

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Rusty Darsey
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Using simple clear graphics always conveys the message better. Humans comprehend visually far better than verbally. Certainly include graphics in any presentation.

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4 Highlight the benefits and address the concerns

One of the main goals of communicating with your customers about the equipment updates and upgrades is to persuade them to accept or request them. To do that, you need to highlight the benefits and address the concerns that they may have. For example, you could explain how the equipment updates and upgrades can improve the quality, efficiency, safety, or sustainability of their operations, or how they can save them time, money, or resources. You could also anticipate and respond to the common questions or objections that they may have, such as the cost, duration, impact, or warranty of the changes.

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Rusty Darsey
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With a global focus on safety and sustainability, most corporations respond very well to recommendations which accomplish both while reducing costs. But the ROI has to be clear and obtainable. Noting previous success stories here always adds credibility.

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5 Follow up and get feedback

After you communicate with your customers about the equipment updates and upgrades, you should not leave them hanging. You should follow up with them to confirm their understanding, satisfaction, and agreement. You should also ask for their feedback and suggestions on how you can improve your communication and service. By following up and getting feedback, you can build trust and rapport with your customers, as well as identify and resolve any issues or concerns that they may have.

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Rusty Darsey
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Follow up is paramount, especially in today's busy world. Reminding a prospective client you're still here ready to help, while respecting their busy schedule, shows you are genuine about helping.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you communicate equipment updates and upgrades to customers?

1

2

3

4

5

6

1 Know your audience

2 Use clear and simple language

3 Provide visual aids

4 Highlight the benefits and address the concerns

5 Follow up and get feedback

6 Here’s what else to consider

Field Service Engineering

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How can you communicate equipment updates and upgrades to customers?

1

2

3

4

5

6

1 Know your audience

2 Use clear and simple language

3 Provide visual aids

4 Highlight the benefits and address the concerns

5 Follow up and get feedback

6 Here’s what else to consider

Field Service Engineering

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