This was the last sentence in an email I got recently. “I really want to use my powerful instrument to it’s capabilities but am very frustrated by glib tech-support people at Leica and never being able to get step-by-step instructions, only over-the-phone coaching.”
This fellow needs training, not support. Support is to answer questions on how something is working, and to try to resolve problems with a routine, or device, that is not working as the user expects. Support is not providing how to do something step-by step, that is the realm of training. We do our best at providing instructions on how to do small things, especially when someone is in the field, but getting a call where someone wants to know how to use the Volumes routine, or RoadRunner is asking a little too much. We do our best to provide instructions, if possible, but that is training not support. I provide a little of both here, and I am happy to do it (it helps me out in my day job), but I do consider the guides and how-to’s as training, not support.
The key words in the sentence that set this off are “powerful instrument” (”glib tech-support people” helped a little too). You cannot learn how to run a modern piece of surveying equipment to its fullest without training. The sales rep will be able to get you up and running, but will not have the time, or in some cases the knowledge, to really show you how to make the most of your “powerful instrument”. I’m amazed at some of the things surveyors expect their sales rep to do. I’m also amazed that they rely on the sales rep for things they should be doing themselves, because they don’t know how to do it themselves…it’s scary.
Your instrument, or receiver is one of the main tools in your business. These pieces of equipment are no longer just mechanical instruments. You do not interface with the equipment. You interface with the software that controls the equipment, and everybody’s software is different. Not more difficult, just different. Not having any previous knowledge, it would be just as hard, if not harder, to learn Carlson as it would to learn SmartWorx. Carlson SurvCE baffles me at times, because I’m not very familiar with its operation, but I know how to easily do the same thing in SmartWorx. Besides, by using Carlson it may be easier for you at the moment because you are familiar with it, but you give up a lot of power not using the Leica database.
The more you know, the more efficient and cost-effective you will be.You can no longer properly use your equipment to its fullest, and know that you are getting the right answers, without training. The equipment is just too “powerful” now. There are too many many things out of sight a Shift-key away. This is true for the equipment of any manufacturer. Period. If you haven’t already done so, get training. I know it is sometimes difficult to get training scheduled, and it would be nice if more step-by-guides were easily available, but do whatever you can to really understand your equipment fully.
The Leica technical support group is currently developing training courses on a number of topics. These courses will provide background information such as why and when you might do a particular task, as well as step-by-step instructions on doing it. This will be training and will be offered as such. I will post information on these courses in the future.
