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21/11/2018

Short-sighted advertising planning?

My corrective eye surgery was 25 years ago and now I should get a pair of glasses for when I drive....

My corrective eye surgery was 25 years ago and now I should get a pair of glasses for when I drive. At least the eye doctor sees it that way, and he sees better than I do! It can't be that hard, I imagine, and I visit a known provider on the internet. After all, you don't need to look around forever just for a pair of driving glasses.

Then I waited. And waited. I really thought that these types of glasses would be tossed on my yard by DHL the following day. Of course, it must be a DHL problem, which is a typical thing to say when logistics run askew. What they have already messed up royally this year. A few days later, I had another look at the online shop of the eyeglass website: my order hadn't even been shipped. Delivery time 5-13 days, that seems to be the standard. And you have to contact them regarding your pupil distance. Under "Inquire further about an order" (where I had to re-enter my data, even though it was shown on the order page), I got no answer. A few days later then, finally: "We are very sorry, we are currently overburdened with too many orders. It will take a lot longer." Hmm, thanks a lot.

To save costs I suggest to this company that they hit the pause button on the constant "Fast, simple purchase of glasses" advertising campaign. You can't process the orders anyway and will certainly be backlashed with tons of cancellations and returns. I will probably have forgotten the online order at some point. After all, what do I want with glasses when I can see for weeks without them anyway? Or my vision has decreased further and I can't open the package anymore. Presumably during the waiting time fashion has since changed?

If I cannot deliver anyway, I will not spend money on even more customers.

Today I looked at the website, and guess what? Yes, everything is cheaper on »Black Friday«. Super sale. Act fast! You're throwing profits out of the window again for marketing, just to generate more dissatisfied customers? Doesn't sound logical to me.

02/08/2018

Order something from the press office of a German company!

I briefly want to share an experience with a model German company, version 4.0, on which not only we, but many other companies are “dependent”, in a sense....

I briefly want to share an experience with a model German company, version 4.0, on which not only we, but many other companies are “dependent”, in a sense. Which company? Keywords: building automation, combined heat and power plants, fire alarm systems. The company most likely has - as you have heard on the radio - problems in power plant construction, but earns quite a lot of money in the field of digitalization. If it has not yet “clicked" with you, they also build trains and do medical technology.

I recently made several attempts over the course of a month to purchase an extension for our fire protection system at Jarltech-Platz 1. Realistically, there was no alternative to this group, since the rest of the plant came from there and is also maintained by these people. The connection must also be made through their emergency center, since our district probably has a contract with the company.

Anyway, nobody wanted to react to my order, even though the offer already existed. No e-mail was answered and the phone number from the offer led nowhere.

Out of boredom while waiting, I then surfed on their website, and also found no e-mail addresses or phone numbers of other contact people. But, the press office has an e-mail address!

So, simply write down the job for PR:

"We need to quickly expand our fire alarm system that came with you. This is one of three fire detection systems we currently pay for.

Unfortunately, we are unable to reach your sales department, not even if we want to throw money at your company. What should we do? I would be glad if you could help me, otherwise I have no e-mail address from your fire detection systems area. Unfortunately, nobody answers the phone in sales. Oh yes, the control center e-mail address of our contract is no longer there. And the website does have a contact form, but no e-mail address.

I accept that you have a quasi-monopoly with us, but I do not accept that the whole company is unavailable."

Of course I didn’t even get an answer from there. But, the department of fire protection has completely woken up, and the next day I had everything I wanted. As if hibernation was over.

So just try it out the next time you feel that your favorite company is just sleeping though World 4.0!

In any case: Jarltech does not have a press office, for safety's sake!

25/07/2018

Dispose of your call centre

If a company really doesn't want to know what their customers think, then an external call centre is a great solution to shield you....

If a company really doesn't want to know what their customers think, then an external call centre is a great solution to shield you. Such a call centre can be in Berlin or in India, that's legal. It doesn't even need to be an external service provider, it's easily possible to assign one of your own departments to call centre duty and ideally move them to a far corner of the company premises, wherefrom no feedback can be heard.

It is also very popular to direct the call through an automated phone system: "Press one to file a complaint, press two to place an order" and so forth. Oh and: "Please type in your 18-digit customer number and confirm by pressing the pound key."

This is requested from me each time, even though the phone system can identify me via my phone number after my first call.

After selecting whether you wish to speak German, English or Indian, it follows up with: "Your estimated waiting time will be: 18 minutes". Instead of playing some music, it is recommended to bug the customer with advertisements during their 18-minute-long wait.

Expectations would soar high, if one didn't know that the person on the other end of the line who is going to pick up your call does not identify at all with the company whose name they are going to tell you (and of which they are not even an employee in most cases).

If I finally get into a dialogue, the staff member is trained to calm me down, enter my problem into a statistic and maybe help me with three or four standard questions. If that's not enough for me, I'm lost.

So: Those employees who are in contact with customers (which is almost everyone at Jarltech, for instance, because customers don't bite) should be in the middle of the company, should be allowed to communicate with all other employees in the company, to suggest solutions to the company and to demand solutions. Because in fact, they are not paid by their boss, but by the customer.

The chance to satisfy a customer through a call centre seems much lower than with the company genuinely caring about him. And if feedback only adds to a company statistic, how much of it still finds its way to product development?

Please make your call centre a part of your company. Customer contact is the most important asset a company has. Where does the idea of outsourcing this even come from?

22/07/2018

Answering machines and reachability

When I founded my company with 16 or 17, I still had recorded announcements, or rather: an answering machine (for the millennials: back then, this was basically like...

When I founded my company with 16 or 17, I still had recorded announcements, or rather: an answering machine (for the millennials: back then, this was basically like a mailbox). Because I was alone in the office, you know, if at all (as I had to go to school occasionally). So, when I couldn't find anyone who had a free period to substitute for me or I was on the bus to a customer visit and my stupid C network mobile phone didn't have a signal in the middle of the Taunus, again – despite the fact that it cost more than taking the bus –, well, then a recorded announcement had to be enough. I didn't want to miss any customer. At least the text was individual and different every day, so that callers would feel they were being taken seriously and would at least leave a message. By the way: When I was reachable, I always found it embarrassing that everyone could hear that I was alone in my office. Therefore, I always turned on a cassette (for the millennials: that was the MP3 of the 90s) with typewriter sounds, telex beeps and phone ringing. This way, it sounded like a professional company :) Today on the other hand, I hate recorded announcements. Why can a company not make sure that someone picks up the phone when I want something from the company? Can't I expect a company to deploy personnel during the hours when customers call? Maybe this annoys me that much because Jarltech is almost paranoid about this: If we think that customers wish to talk to us at specific hours, then we're there. A local holiday in Hesse? October third in Germany? People in Spain or in England don't care about this. We schedule trainings either from 7 to 9 o'clock, from 17 to 19 o'clock, on Saturdays or divided by groups. There should always be somebody to pick up the phone in the right department and speaking the right language. Also please don't be fooled as a company director: "No one calls on a Friday afternoon, anyway. Nobody is on duty." Indeed, but no one is calling because people have accustomed to your company already being asleep. They know that they have to make their purchases at the competition on Fridays. Our turnover is the same on Fridays as on any other day. Switching on the answering machine at 13 o'clock is just insulting when customers still need us. And even if there are fewer calls, there are still people who want to talk to us. I always wonder about companies with a multi-million marketing budget, and then no one is there to answer the phone. Even at lunchtime, no department at Jarltech goes on a break all together. That simply isn't customer-friendly. Besides, it's not bad for a change to see people who are not sitting opposite to oneself all day. Of course it's nice to be at the open air bath on a Friday afternoon or to work from six to 13 o'clock and have the afternoons off. That's great, if you want to build your reputation on never being reachable. But if the customer is paying my salary, after all, he could be considering my behaviour to be arrogant and just make his purchase where they conform to his needs.

07/05/2018

The data protection regulation upsets me

At first I thought it would simply just go away. But it didn't go away. We all have to deal with it.

...

At first I thought it would simply just go away. But it didn't go away. We all have to deal with it.

Here's how it works. You apply for a job with me directly. I forward your application internally to the responsible department. We reject your application (which we would prefer not to do anymore, since that only leads to complaints). Then you’ll sue me in five years because a copy of your application is still in a back-up of my outbox? But you wouldn't sue me, would you? Because that would seem ridiculous to you, and because you have not been wronged.

First of all, thank you for your understanding. If you have suffered any damages because I inappropriately handled your data, then by all means, sue me. But as a result of a new data privacy regulation, there will soon be an authority that will check for days at a time every year to see if we correctly handled your application (and other data), or if perhaps there was some wrongdoing? And the auditors will additionally check this, as well as the employer's liability association, oh and also the social authorities, because an application document could "almost" be an employee document, so you will simply declare yourself responsible.

And as always, if the EU introduces an exaggerated regulation which in practice does not interest anyone in many countries (have a look at Austria, who already announced they will not prosecute violations), Germany will, of course, create a wonderful agency which will further limits our competitiveness. Just like in Germany will you find roughly 8 authorities and associations who check every year if our fire extinguishers are hanging properly. The nationwide additional fire burden due to the wasted paper of this auditor is likely to exceed the fire protection effect of these measures - and whether more people can be rescued by a properly hung extinguisher than die in car accidents while performing these checks, should urgently be clarified.   I am also sure that more roofers fall from a roof and die during routine inspections of lightning protection devices, than people in office buildings who get hurt as a result of lightning strikes. But if the government does not require the inspection, then the insurance company will. Working in the background here as well are various other authorities, who could also attract lightning in case they get bored.

Back to privacy: Please keep calm, because it is not even clear who can take measures against whom and when. I can only delete a customer record once the retention period of the tax office has expired. Wait until the first time a tax office accuses a company of having deleted the data so precisely on the same day just to avoid further inquiries. What happens to liability processes that sometimes require older data? Like, what if my landlord now throws away my private lease for my flat from 20 years ago for safety's sake, even though I would like to have a copy, because I have to prove my whereabouts since my birth (without any gaps) for a move to Timbuktu (where there is no privacy regulation)?

So in the end it all comes down to the personal assessment which law is to be valued higher, and then in the courts. The deadline by which you must take action is 25 May. But that does not mean that you must have implemented measures by then. I guess a little patience could defuse the workload. Anyway, you should confidently ignore all e-mails from business consultants and law firms, as well as newspaper articles, that say "Your company could be fined millions if ...". Scare tactics do not help. No, I am not panicking, I'm just upset.

You also have to ensure that your data is secured sustainably long-term. Just how do you do that? What If I would know that, thanks to scientific prognoses, the first quantum computers will hit the market in three years, and there is no encryption software elsewhere that can save my data from this computing power? Then I act against my better judgement if I only put my data (encrypted) in a cloud.

Incidentally, Jarltech does not buy or sell any data, and we do not store any data in any cloud that does not belong to us and is completely controlled by us. The legitimate and meaningful exchange of data is, by the way, covered by the regulation - for example, for the transfer of data to a tax consultant or to a factoring bank. That is the interpretation so far. So if I let "common sense” prevail, then I am doing everything right. The fact that I have to keep people busy for three days a year to document something that is logical anyway does not make it any easier.

It remains that only the state may (not theoretically, but practically) store and evaluate what it wants and when it wants. When will the tax office comment on how it is actually secured, to compare my data with "industry data" or why you have to get the complete accounting data transferred if you just want to "check" something? That worked for 100 years with random samples. They want to have the data simply because it exists! Isn’t that enough for reasonable suspicion? Why does my data need to be stored after a tax audit? And how much compensation can I get if my auditor drops a USB Flash drive with all my corporate data out of the car at full speed right in front of the headquarters of one of my so highly valued competitors?

I would like to have a data privacy regulation that protects end users and companies, implemented equally in all EU countries and treated in court as well as with the state and its institutions. And not such half-baked crap that probably will not trigger a single spam e-mail or a single change in Facebook & Co's behavior. Wasn’t that the point?

05/04/2018

Please move me!

When I started my career, my company moved at least every 2 years. But over the past 11 years we have stayed at the same location....

When I started my career, my company moved at least every 2 years. But over the past 11 years we have stayed at the same location. Not because we did not grow any further, but because we constantly bought (or expanded) land and buildings.

The result was a logistically poor (albeit likable) solution: a pretty patchwork quilt. One with height differences in the warehouse, foreseeable traffic chaos upon delivery and at the end, very cramped conditions. This exclusively called for flexible, capable and highly effective employees, in order to keep providing top distribution performance. And we found them, time and time again. Believe me, when we were low on manpower and had to hire temporary workers, several just ran for lunch. Why? Because at Jarltech (Oh dear!) work is done <>. There are very few corners to hide in. Therefore, the temps either worked with us for half a day all together, or they were almost certainly taken on.

Finally our logistics department, which is made up of many subgroups, is moved into a space which is three times larger. I was really concerned, though, that <> works smoothly over a weekend, like it did 11 years ago. But lo and behold, the spirit was preserved. I am extremely proud that our logistics department has managed (without outside help) to change buildings over a weekend. I'm very proud! Internal help through the full deployment of our IT and ERP departments was, of course, required. Overall, it was truly a masterpiece. No customer noticed that Jarltech had moved.

However, I can hardly keep secret that our logistics gurus had truly put in a lot of preliminary work… so many things had “secretly” moved in advance. A few days before I had the impression that the company was already moved. I was repeatedly assured that this was not the case. :)

The results are already noticeable. After just one week of operation the picking times have significantly dropped. Our refitting area finally has room to live! The advantage in incoming goods is even greater. Plus, if we need 1,000 square meters of high-shelf space because a packaging manufacturer makes a good offer, no problem! And, there are no external storage areas anymore, in which complicated goods have to be brought in by truck.

AND, because it's sooo much fun, we did a move again the following weekend, just like it was 11 years ago. In fact, our warehouse in Dubai City has also tripled in size, but at a level similar to that of Jarltech Europe 11 years ago. And that also (thanks to the use of the team) easily worked over one weekend.

15/01/2018

More expertise in 2018

Just like at the beginning of every year, it's time to have a quick look back at what we achieved together in 2017....

Just like at the beginning of every year, it's time to have a quick look back at what we achieved together in 2017. For the first time in one year, Jarltech has generated orders for more than 250 million euros, which corresponds to a growth of more than 16%. A big thank you here to all our dealers, employees and suppliers!

To keep this momentum going we have greatly expanded our capacity, and hope to move into our new campus in March. But it is not just the logistics department which will be greatly sped up. Our refitting department is also increasing its space tenfold. More and more dealers are having us install their software onto POS computers or mobility terminals, or make modifications to products. And since we are sometimes talking about 100 devices which simultaneously need to have software installed, we need a LOT of space. After all, our favourite motto "That has to be sent today." also still needs to apply to customized devices at all times. Plus, our technicians and logistics staff need to be highly flexible, which they are.

For this year, too, we foresee significantly positive development for our market. Particularly the trend from "cloud computing" towards "fog computing" requires more intelligence at every work space, which does not hurt hardware sales.

In 2018 Jarltech is pleased to present new vendors and is expanding the portfolio to include additional technologies in the Auto-ID/POS sectors. More information will follow in the coming weeks. We are not talking about having more "me too" products on stock, but rather, to occupy niches in which professional dealers make money. It might happen that special products from our customers may only be purchased upon the completion of a training session. This is to prevent dealers in niche products from destroying each other's profit margins, and then in the end an order being won by a dealer who cannot support the product afterwards.

All in all, a positive trend continues: our technical training sessions for our vendors are regularly fully booked – this is a big change in comparison with previous years. Specialist shops clearly rely on expertise to differentiate themselves from the competition. The training frequency for the Jarltech team has therefore also increased, so that we can "keep pace" with our customers.