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Bob V's Customer Service Series, Part 5Out with the Old... By Bob Vaillancourt, CSTE "The equipment is simply too old. They're just going to have to work around it." 
I would bet that if I visited some of your garages or those hidden storage areas you hide from your spouses or significant others, I would find at least one or more pieces of electronic equipment just lying around collecting dust. O.K. admit it, you may have even collected an old worn tube, turntable or even transmitter from way back when because you felt there may be just a little more life from this gear. It's sometimes amazing that we're glad to salvage a piece of equipment from the dead but are unwilling to tackle certain items we have at the studio or transmitter facilities because we feel the equipment is simply too old. In some cases, artificial service dates have been placed on equipment for automatic replacement. Have you heard this one . . . "This switcher is ten years old now. We should be looking to replacing it this year!" With some equipment, this maybe true. If an item begins to show serviceability problems maybe it is time to consider replacing the item. One thing you do not want to do is to tell an operator "This equipment is simply too old. You're going to have to work around it!" He or she does not want to hear that statement. Just think how the sentence sounds to the individual. Maybe something like this, "I'm too lazy to pull this item out of the rack to repair it again." Or, "I couldn't fix it the last time. What makes you think I can fix it this time?" Sounding a little ridiculous? I recently had the opportunity to visit one of our sister stations and was amazed at how much equipment was still in service over 15 or more years. In many cases they would point to a dinosaur they've been keeping on the air, with a sense of pride. Do not get me wrong--there is the line that can be drawn in the sand when it is time to consider replacing a fixture at your facility. This can be due to technological changes that make newer equipment easier and more efficient to perform the same task. Your station may be updating to a new format that requires you to replace some of your existing equipment. Remember, when there is new equipment, there is a new learning curve. Not only is this learning curve required for the operators but you may need some additional training as well. Take this all under consideration when you finally decide it's time to retire a piece of equipment. Oh, before I forget, remember the guys who have all the stuff stored in their garages? How many of them do you know that are willing to put in the extra time, money and energy to get these items in pristine condition. How many of those items are still in the same condition as the day they arrived? Now ask yourself if you are one of these antique collectors, "You know, I could really use these old whatsitsdogs one of these days!" Think you would hear the statement, "This equipment is too old, I'm just going to have to work around it!" Until we visit next time, take care of yourselves. Remember the old 50/50 rule (yep, haven't brought that up in a while) "100 percent of all repairs made successfully can be attributed to 50 percent of the repair being made to the equipment and the other 50 percent to assist the client." Next month we're going to count down to item number six on our all time favorite top ten list which is "Can't you tell that I'm simply too busy to get to your problem right now?" Enjoy your week and take care. | |||
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Web site contents ©1999 Society of Broadcast Engineers Chapter 36 San Diego. For more information, to become a member or a sponsor, or to make suggestions or comments, e-mail sbe36@broadcast.net. Write to P.O. Box 710702, San Diego, California 92171-0702. Edited by Gary Stigall. Posted 29-Mar-99. |
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