The Equipment Buyer's Bill Of Rights

What To Expect From Your Stoneworking Equipment Supplier

For any stoneworking business, one of your most important capital investments is new production equipment. The machinery directly impacts the amount and quality of work you'll produce for years to come. Take time to do some upfront research to ensure your investment is solid. Before you buy, here's what you should expect from your new equipment supplier:

1. You have the right to know how the equipment meets your business needs. When you make an initial inquiry with a potential supplier, discuss your equipment requirements, both immediate and longer term. Tap your potential supplier's knowledge and expertise to help confirm your perceived needs or to hear alternative suggestions. Use this time to qualify both the salesperson and the company. If the salesperson is not willing to work with you to determine your true needs for the growth of your business, ask to work with another salesperson or consider not proceeding with that supplier.

2. You have the right to a variety of meaningful, current customer references. In addition to all the equipment's features and benefits, obtain references (customer names and phone numbers) to check three important areas:

• The performance of each individual piece of equipment you are considering
• The performance of the supplier organization as a whole
• The performance of the individual sales consultant or manufacturer's rep

Many people forget to ask about a sales rep, but he or she will be your primary source of information going forward. This is even more critical if the sales organization is actually a different company than the manufacturer. Once you have the references, take the time to call several from the list. These references provide an opportunity to receive an independent evaluation on the piece of equipment, the manufacturer and the salesperson. Use this opportunity to get the most balanced picture possible of the people and organization that will play a key role in your production well into the future.

3. You have the right to realistic Return on Investment (ROI) data. Your return on investment—or how fast the equipment will pay for itself—is basically a function of the equipment's average production rate and its total cost. Closely review the data provided, and ask for details on how the numbers were gathered and what they represent. Production rates should be based the average equipment performance, with average tool use and the average operator. The data should be drawn from as much equipment in the field as possible. Beware of rates for optimal conditions—they are possible to achieve, of course, but they're not good indicators for long-term planning and investment decisions. The total cost of the machine should include items such as maintenance, tooling and training for its expected life. Again, all this data should be for average—not optimal—conditions, and reported from as much installed equipment as possible.

4. You have the right to timely delivery, training and installation. Ask about the company's on-time installation rate. Double-check it with references. The schedule for realizing benefits from your new equipment is really established by the supplier and/or salesperson. Based on that schedule, you book orders, schedule shop time and make promises to your customers that may only be accomplished with the new equipment installed and functioning on time. Any delayed event—delivery, training or installation—sets back your production schedule and pushes up your costs through overtime, excessive handwork and lost revenue. Equally important, delays may compromise your reputation with your customers.

5. You have the right to thorough and complete instructions to prepare in advance for installation. When the truck backs up to your door with new equipment, you want no surprises. Your sales rep should have already provided adequate information to make your installation go as smoothly as possible. Your checklist should include detailed notes on the following areas:

• Power, water and air requirements
• Foundation requirements
• Dimensions and clearances
• Weight and lifting capacity requirements and instructions

Ask about the installation crew's requirements. Is the team trained and experienced in the installation and operation of this type of equipment? Can the installers communicate effectively with you and your contractors? If not, how does communication happen? What exactly will the installers do onsite, and how long will they be there? Which tools do the installers bring and which are you expected to furnish?

6. You have the right to the same urgency and customer attention during installation as during the sales process. You need to be up and running as quickly as possible. Both the sales rep and manufacturer should work to urgently resolve any installation issues before the installer leaves your shop.

7. North American buyers have the right to complete documentation in English. Ask for assurances in advance. Your team must be able to read and use all equipment information, including:

• Complete service, operating and maintenance manuals
• Complete electrical and hydraulic schematics
• Complete warranty statement
• Compliance to national and local codes
• Statement of equipment tolerances, if applicable

It may not seem important when the equipment is new, but correct documentation is vital to proper service throughout the life of the equipment.

8. You have the right to timely responses—in or out of warranty. After the sale, if your production goes down, an unresponsive supplier becomes very costly. Answer these questions for both your sales rep and the manufacturer:

• How easily—and often—can you reach a person to discuss your equipment on the phone?
• If you must leave a message, how quickly is your call returned?
• What is the company's telephone support policy?
• Do they offer support beyond normal business hours?
• How helpful are they when you do reach them? Are they competent in answering your questions?
• Do they guarantee availability of parts for the expected life of the equipment?

Again, references are a very good source of this information.

Shop For Your Success

Evaluate your confidence in communicating with the equipment supplier before the sale, including performance data, sufficient references, installation information and responsive follow-up. Your equipment investment sets the stage for your business success. Expect this minimum level of service from the company that will play a role in your operation for the long haul. Call references. Double-check the data. Ask questions all along the way. It's your right as a profit-focused business.