I think that most of us agree that the success of a project, to a great extent, is defined by the level in which we meet the client’s expectations.
Yes, I know that there are financial goals for a project as well, but if a project winds up not being as profitable as projected, it’s important that, at a minimum, it becomes a good reference. No one wants to lose money on a job and leave behind an unhappy client that espouses your shortcomings to all who will listen.
So, setting realistic and achievable expectations is critical: using practical, real-world experience; addressing the common issues encountered on a project; explaining the drawbacks as well as the benefits.
Terminology
As technology becomes more publicized, buzzwords can creep into the average person’s vocabulary.
For example, on a recent project the client wanted to capture an image of each license plate that entered and exited their property. These images could then be retrieved (based on the time stamp) and the tag number could be manually read.
They continually referred to these cameras as “license plate recognition cameras,” which implies a system that is capturing tag numbers as text streams, not as graphical images. Had we not continued to clarify the design intent and functionality, we would have run the risk that they were describing a completely different system.
Image quality
Determine what the client really expects to see. If you’re covering a parking lot with a camera in each corner, you may not see every car. When the camera count goes down, make sure that it is clear that the coverage will be reduced as well. If they are looking to identify faces as they enter a building, you may need to dial up the pixel count on those cameras. On the other hand, a high resolution camera makes little sense in most elevators or other confined spaces.
Operational
The application in which the system will be used plays a huge part in equipment selection. We’ve seen PTZ cameras put into systems that are largely unattended and then left in auto pan mode, pretty much assuring that the camera will be pointing the wrong way when something happens. The cameras are then called “useless,” even though they are functioning as designed.
Similarly, monitors that are placed too far from an operator may display images that are effectively too small for the operator to review or recognize.
Environmental
Make sure that care is taken to address the environment in which the products are used. A PTZ camera with high optical magnification can get you seasick on a windy day if mounted on a 40-foot pole. A card reader mounted too high or too low will bother someone every time they have to bend or stretch when walking through that door.
Real-world experience
I mention real-world experience because in the absence of that people tend to let manufacturers, or Hollywood, set the expectations. With manufacturers, every product is perfect, from facial recognition to wide dynamic range, and a quick run through the catalog will solve every problem.
Hollywood has cameras that can see inside shopping bags, recognize someone in a crowd based on their driver’s license photo in five seconds or less, and the perfect camera angle no matter what the incident. Not stepping in and setting the record straight from the start is a recipe for disaster that is too often followed.
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I have had customers that have gotten the idea in their head that they know what they want and how to get it and when you step back and talk it out with them it turns out to be a completely different idea. I would think that any project that does not end up meeting the scope that it was set out for would be considered a failure, I understand that scopes can change over time but before the first dollar is spent in creation you need to have a firm understanding of the clients needs and expectations. You could… Read more »
“When the camera count goes down, make sure that it is clear that the coverage will be reduced as well.”
This can not be said enough. I have run into this situation over and over through the years. Everyone starts out wanting fine detail, often to the point of identifying a logo on a shirt or plates on a vehicle but then when they see what it takes and how well placed a camera has to be to pick up that detail they start to back off but they never fully let go of that CSI quality image enhancement dream.
Funny, that line (and very similar experiences) is what prompted me to write that post. Reducing camera count is also why people often seek out high megapixel count cameras, believing that you can cover everything with a few well placed cameras. Sadly, there are usually a few well placed obstacles as well, negating the value of that strategy…
“a happy customer equals repeat business.” and even more than that it results in new business as the customer passes their recommendations on to others.
Those well-placed obstacles aren’t thought about enough, really. People seem to think any obstacle can be overcome. Well, maybe it can, but as you said you’d need to throw a lot of money at it first.
Is it almost worth managing the expectations down to the point where you are able to surprise them with your eventual coverage being better than they hoped?
Mega pixel cameras are great and they do make up for a lot of trade offs that have to be made from time to time but I think you are dead on with not trying to look at them as the fix for every situation where someone wants to reduce camera count. One of my favorite conversations went something like “well we could just use a wider lens and a higher resolution camera.” to which I replied “sure then we could have one view of all the things we can’t see up close.”
“sure then we could have one view of all the things we can’t see up close.” I love that because its true. I find it surprising how many people think your can just throw up a wide angle high resolution camera and be done with it, regardless of either factor you are not getting the coverage you would from a professionally evaluated system.
And you have a huge area totally reliant on a single camera. Something about all eggs in one basket comes to mind. Not to mention the loss of any deterrent value…
I’ve heard that a happy customer can help you win ten more jobs, but an unhappy one can cause you to lose hundreds. I’m not sure of the numbers, but I agree with the sentiment.
Well-said, Robert. That’s the thing when it comes to customers. People expect to get basic services, or they’re out. Not everyone will praise you for a job well done, but people will complain if you fall short of expectations.
That’s true, Robert. It doesn’t seem like a very effective solution. At this point, dummy cameras might be useful, but it definitely doesn’t to the security.
Not sure about other countries, but in the US, dummy cameras are a HUGE liability. They create a false (some say misleading) expectation of security when there really isn’t one. If someone gets harmed in front of a dummy camera, you can bet the camera owner is in big trouble, financially…
Dummy cameras are a bug bear of mine. When I started out (in the UK) it was a daily fight against the business wanting dummy cameras.
While I understand the philosophy “under-promise and over-deliver”, I think that can backfire in this case. With camera coverage, for example, I like to be as accurate as possible. They’ll be pleasantly surprised when you meet expectations (the bar isn’t very high), but if you exceed them by too much they may wonder if they paid more than they had to for coverage that was more than they needed.
I agree that you hardly get thank you but customer are quickly to find out
Customers do expect good quality surveillance as it is very important in catching crime. Image quality does make difference. I experienced the real difference of catching crime in a big store like ASDA and a small store like NETTO. More experienced staff should be required to monitor the surveillance as a camera can be more effective when the operator knows best how to take advantage at the maximum level.
I think it should be compulsary for every security guard to obtain a SIA CCTV licence as well along with their Door Supervisor licence. When the customers feel more secure in the premises it will really help in getting more business. When the customers will know that their vehicles are safe they will be more satisfied and relaxed while doing shopping.