NOTE: attendees participated in this survey on the first day, during the Lead Tech Track Customer Service session
Responses pretty much fell in line with expected outcomes, showing a heavier focus on equipment-related responsibilities.
As Lead Techs, participants were definitely aware of, and practice, customer service. Of that there is no doubt.
I would encourage a better understanding and appreciation of 'marketing' as an important part of customer service,
especially in our world of live AV where all techs interact in the same room, directly and intensively, with customers.
A final note: supporting Lead Techs (and other roles) in adopting the mentality of 'Customer Service is
Marketing' should be a strategic goal within all AV companies, no matter the size of the organization.