New Tech Guy

We recently hired a guy named James Woody -- or just plain ole' Woody as everyone calls him. Woody is our new lead Technical Support Specialist at Guidepoint, which means he provides the highest level of tech support and can assist anyone with anything related to installing a Guidepoint. He's been a 12-volt guy for about 10 years, having gotten his start as an installer for Circuit City. He's MECP Certified and, on top of it all, he speaks plain English rather than techno-babble. That's important in our company, where one of our mantras is "We're a service company, not a tech company."

He's already paying some great dividends: He has taken our clunky, 8-page installation manual and slimmed it down to an elegant 2-sided install guide with pictures, charts and schematics. He's also working on streaming video versions of the installation materials and training our CSRs to better handle first- and second-level tech issues.

Of course, Woody has to share some of the credit for simplifying things with the product development team. One of the things that makes our unit appealing to a dealership is the fact that it is simple to install and that there is very little OEM customization that needs to be done, unlike, say, a remote starter. So a dealership can pitch Guidepoint on virtually any make or model and not have to worry about installation issues.

Of course, if there is an installation issue, the solution is simple. Call Woody, who sums up his philosophy this way: "I believe in getting the job done right, the first time, and taking care of our customers."