During the lengthy period where my career as a custom installer (beginning in March of 1998) and my role as technology editor (starting around 2000) have overlapped, I’ve written numerous posts similar to Eric Thies’ recent, “How to Find the Perfect Integrator.”
Sadly, none of them seem to have made much of a difference.
I agree with everything Eric said, but principally that most people take almost no time to vet their technology integrator. The bar being so low to becoming an integrator—most states will let you place a magnet on the side of your truck and call yourself Joe’s AV without even requiring a license for low-voltage work—has led to a glut of terrible work, and dissatisfied customers.
Over the years, our company, Custom Theater and Audio, has resurrected numerous projects for people who let the most random people into their homes to handle the technology install. Even though they comprehend that it’s too complicated for them to do, for whatever reason they think that virtually anyone else is qualified to handle their technology needs. I’m not even kidding when I say that some people say they hired “some guy” that was walking through the neighborhood putting leaflets on doors, had the flooring guy do it, used the electrician, used someone the electrician knew, etc. The tragedy is that most of these people ended up spending good money to get a system that was never right for their needs, never worked right, and then had to pay us more to come in and fix or replace it.
This is exceptionally frustrating and, frankly, bad for the entire industry because all installation companies end up being lumped together in the minds of people who have been burned by a bad installation. And them passing on their bad experience to others tarnishes the good along with the bad.
That’s one of the reasons why the Home Technology Association (HTA) mentioned in Eric’s post intrigued me: Could this certification identify the best integration firms and help the cream rise to the top? This would not only help customers looking to hire a good company but (more selfishly) help my company stand out as one of the good guys.
HTA’s Director of Certification, Josh Christian, says the goal of certification is to do for the custom installation industry what the Gemological Institute of America (GIA) has done for diamonds, allowing anyone to walk into virtually any reputable jewelry store and know that they’re purchasing a stone that has been independently verified for quality.
While HTA doesn’t guarantee that selecting a certified professional will result in terrific performance or outcome, in a sea of uncertainty, it certainly offers a beacon to help guide customers towards making a more informed selection from a pre-qualified group of top candidates.
My company recently went through the application process to became HTA Certified, and I can attest that it is a rigorous process, taking me several hours to research and gather all of the required information. Compared to the CEDIA (Custom Electronics Design & Installation Association) application, which has you fill out a single-page form asking only the most basic information (company address, size, gross revenue) and credit card information, and essentially approves any company willing to pay the $500 annual registration, HTA mines far deeper into how a company actually operates.
Josh said the application process is so thorough for two reasons. First, it helps HTA identify the best-in-class installation companies and provide a real look into their business operations and the kinds of jobs they do. Second, the sheer length and breadth of it scares away exactly the kinds of companies they want to avoid. (As does the $400 application fee, which has the applying company putting some skin in the game.)