技术支持的高光与烦恼，与Roman一起

这根本不是给消费者用的，不管怎样。

This is not for consumers, whatever.

你看到越来越多的制造商在这么做。

And you see more and more manufacturers doing this.

三菱多年来一直用MyLink Drive这样做。

Mitsubishi has done this for years with MyLink drive.

这可以追溯到上世纪九十年代末，我想，或者两千年初。

This goes all the way back until, like, the late nineties, I think, or early two thousands.

哦，MyLink Drive。

Oh, MyLink drive.

太棒了。

So amazing.

他们是第一个这么做的。

They were the first ones to do it.

我不是说上面所有东西都齐全，也不是说三菱就完美无缺。

And I'm not saying everything's on there, I'm not saying Mitsubishi is perfect.

但我想说的是，他们是第一个这样做的：好吧。

But I am saying they were the first ones to be like, okay.

我们就直接给你了。

We're just gonna give it to you.

这是所有信息。

Here's the information.

你们能想到的一切——工程数据、测试数据，我们所有的资料，都会公开出来。

Everything you can find, engineering data, test data, everything we've got, we're gonna put it out there.

这就是你必须采取的方式。

And it's like, that's the way you just need to do it.

这才是行之有效的方法。

It's the way that works.

这也是他们能在承包商群体中拥有最佳声誉之一的原因，虽然并不完美，但

And it's part of the reason why they have one of the best reputations, I think, in the contracting community and not perfect, but

正是因为这种愿意分享的态度。

is because of that willingness to share.

每个人都有自己的版本，无论是手机上的应用程序还是在线平台。

Everyone has their own version of that, whether it's an app on the phone or it's online.

但以三菱为例，MyLink Drive 远远领先于其他所有人的做法，这得益于他们的理念——当然，并不是所有内容都包含在内。

But to spotlight Mitsubishi here, MyLink Drive is just light years ahead of what everybody else is doing, and that's just with the understanding, yes, sure, not everything's in there.

他们的高级故障排除内容确实没有包含在内，但这没关系。

Definitely their advanced troubleshooting stuff isn't in there, which is okay.

所有内容都是公开的，我可以搜索互联网，直接找到 MyLink Drive 上的具体位置。

Everything is public facing to where I can search the Internet and get directed exactly where on MyLink Drive it's at.

这种连接性要好得多。

And that connectability there, it's so much better.

以至于有些用户因为其他制造商的产品体验太差，不得不自己从制造商那里收集信息，并花钱建立自己的网站，像 MyLink Drive 一样为不同产品存储数据。

And to the point where some people have had so much pain with other manufacturers that they end up collecting all the information themselves from the manufacturer from a high level and paying to have their own websites to do data storage like MyLink Drive for different products.

如果你们的销售代表和分销商不得不重复其他制造商已经做过的事，而你们自己却不做，我觉得制造商在这方面严重失职。

It's like, man, if your reps and distributors are having to replicate what other manufacturers are doing and you're not doing it yourself, I feel like there's a huge disconnection in dropping the ball there from the manufacturer side.

既然本应很简单，为什么还要让他们承担支持这个产品的负担呢？

Why should they incur the burden of supporting this product when it should be easy?

这应该是毫不费力的。

This should be effortless.

如果你的网站做得不好，简直一团糟，那就承认它是一团糟，要么放手让别人来做。

And if you're not doing it well on your website and it's just a train wreck, just admit that it's a train wreck and just either let it go and let someone else do it.

或者，再强调一遍，活在2025年吧。

Or again, live in 2025 here.

让我们现实一点。

Let's be realistic.

网站并不是什么新事物，使用起来也可能很困难。

Websites are not, like, brand new, and navigating them, it can be difficult.

当然。

Sure.

但这些信息必须得公开出来。

But this information has to be out there.

就必须得这样。

It just has to.

没有它，你就无法支持这个产品。

You can't support the product without it.

是的。

Yeah.

而且，你会少接到很多电话。

And, like, you're gonna have a lot fewer calls.

所以，现在我们正在和制造商交谈。

And so, again, right now, we're talking to manufacturers.

接下来我们会接触批发商、代理商和其他所有人。

We're gonna go into wholesalers and reps and everyone else.

但目前我们正在和制造商沟通。

But right now, we're talking manufacturer.

我们最终会接触到你们所有人。

We're gonna get to you all.

明白吗？

Okay?

你们人很多。

There's a lot of you.

哦，你们就是针对我们。

Oh, you're just picking on us.

我们也会针对所有人。

We're gonna pick on everyone.

明白吗？

Okay?

而且我们最后也会保持积极的态度。

And we're also gonna be positive at the end.

但关键是，制造商们。

But here's the thing, manufacturers.

明白吗？

Okay?

首先，别再鼓励你们的人去保护品牌了。

First off, stop encouraging your people to protect the brand.

鼓励他们帮助解决问题。

Encourage them to help fix problems.

鼓励他们提供支持。

Encourage them to support.

如果你有适当的资料和工具，那么来电量会减少，因为承包业务中的技术人员就能自己提供技术支持。

If you have proper literature and proper tools, then you're gonna get less calls because then the technical people within the contracting business can actually support their own tech support.

目前，许多公司的技术人员做不到这一点，所以他们才会打电话给你。

Right now, they can't for a lot of companies, and so that's why they call you.

所以当你接到大量来电时，原因就在这里。

So when you're getting inundated with calls, that's why.

如果你觉得有必要保护品牌，因为发生了糟糕的事情，那是因为你没有提前应对。

If you feel the need to protect your brand because bad things are happening, it's because you're not getting ahead of it.

所以，也许现在你应该在客户服务、客户支持和技术支持上再多投入一些，并找一个人负责公司内部数据和服务信息的透明度，敢于对抗律师。

So maybe right now, go ahead and invest a little bit more in your customer care and your customer support and your tech support, and then maybe get somebody who's responsible for data and service information transparency within your company that pushes back against the lawyers.

因为律师的声音很大，他们通常和高管层、C级管理人员在同一栋楼里工作，只会传递恐惧。

Because the lawyers have a big voice because they usually sit in the same building with the executive staff and the c level staff, and they just speak fear.

天哪。

Oh my goodness.

如果你这么做，就会发生这种坏事。

If you do this, this bad thing's gonna happen.

blah blah blah blah blah blah blah。

Blah blah blah blah blah blah blah.

我不是让你把自己置于风险之中。

And I'm not telling you to expose yourself to risk.

我告诉你，避免风险的最好方法就是快速解决问题。

I'm telling you that the best way to keep yourself from having risk is to fix problems quick.

而问题能快速解决的方式，是现场人员拥有透明度，因为他们可以告诉你：等一下。

And the way things get fixed quick is when the field has transparency because they can tell you, hold on a second.

这是一个问题。

This is a problem.

我们这里出了状况。

We're having issues here.

我不想点名，但最近有一个品牌因窗式空调产品进行了大规模召回。

I don't wanna name any names, but there was a recent brand that had a big recall on window units.

《华尔街日报》打电话给我，让我对这个品牌及其窗式空调发表评论。

I got called by the Wall Street Journal to comment on this particular brand and their window units.

这里可能与我们正在讨论的其他一些事情有关联。

There may be some connection here to some of the other stuff we're talking about.

如果你能早点倾听，就不会有这些问题了。

And if you would listen sooner, you wouldn't have these problems.

问题会更快消失，因为技术人员和承包商虽然可能有点消极，但那些优秀的从业者之所以消极，只是因为他们厌倦了处理那些不属于他们的问题。

The problems would go away sooner because technicians and contractors, they may be negative a little bit, but the good ones, they're negative just because they're sick of dealing with things that aren't their problem.

如果你真正表现出你愿意提供帮助，真心想解决问题并更好地支持他们，他们就会成为你最大的支持者。

And if you actually show them that you're there to help and you really wanna resolve issues and you wanna support them better, then they're gonna be your biggest fans.

我们一次又一次地看到这种情况。

We see that time and time again.

所以，这是我给制造商的最后建议。

So that's my final encouragement to manufacturers.

你那里还有其他问题或抱怨吗？

Do you have anything else there or any other gripes?

哦，我有一大堆抱怨，今天就不一一说了。

The thing with oh, I've got a million gripes, I'm not gonna cover them all today.

但关键是，我们都在努力做同一件事。

But the thing is is we're all trying to do the same exact thing.

我最近写了一个技术小贴士，叫‘敌人的敌人就是朋友’。

I wrote a tech tip recently, the enemy of my enemy is my friend.

这个小贴士的重点就是，我们都在做同一件事。

And the focus of that is just that we're all trying to do the same thing.

我们都在努力服务最终客户。

We're trying to serve the end client.

我希望我的客户开心。

I want my clients happy.

你也希望购买你设备的终端用户开心。

You want your end users who are buying your equipment to be happy.

我们想要的是同样的东西。

We want the same thing.

那么我们该如何实现呢？

So how do we get there?

好吧，我们需要互相倾听，说：嘿。

Well, we get there by listening to each other and saying, hey.

如果我需要这些信息，我告诉你并不是想窃取你的设备，然后做出同样的东西，去我的市场销售。

If I need this information, I'm not telling you it because I want to hijack your equipment and make my own brand of the same thing and go and sell it in my own market.

你疯了吗？

Are you crazy?

我只是想服务我的客户，如果我提出了需求，那说明我有足够的责任感，明白这确实是客户的需求，或者你能教育我，告诉我为什么这其实不是需求，为什么我不该有它，以及如何真正解决我的问题。

I want to just serve my client, and if I'm asking for it, then clearly I'm responsible enough to understand that there's a need for it with my client, or educate me to show me why that's not really a need and why I shouldn't have it and how to really fix my problem.

因为这才是关键。

Because that's the thing.

我追求的是解决问题。

I'm chasing to fix a problem.

如果我要求特定的信息，那是因为我有一个问题需要解决。

If I'm asking for specific information, it's because I have a problem to solve.

如果我没有从你那里获得如何解决这个问题的见解，那我就只能自己来解决。

And if I don't have any insights from you on how to fix that, then I have to do that myself.

为了做到这一点，我需要所有信息，如果我无法获得全部信息，那你就得告诉我如何解决这个问题。

And to do that, I need all the information, and if I can't have all the information, then you show me how to fix this.

十次中有九次，情况甚至根本不是这样。

And nine times out of 10, sometimes that's not even the case.

他们不愿承认自己不知道如何解决这个问题。

They won't admit that they don't know how to fix it.

让我们彼此坦诚相待吧。

And it's like, let's be honest here with each other.

我不会起诉你。

I'm not going to sue you.

你也不会起诉我。

You're not going to sue me.

我们希望客户开心。

We want our client happy.

我们该如何做到这一点？

How do we get that?

归根结底，就是这样。

And at the end of the day, that's it.

因此，从这个角度去解决，看起来很简单，没错，但正如你所说，涉及法律和其他各种因素，我理解，大家会变得谨慎，很难找到真正冷静理智的人。

And so attacking it from that perspective, it seems easy, sure, but like you said, with the legalities and everything else, and I get it, gun shy, and not gonna get a lot of people out there sometimes that are level headed.

他们总是直接冲上去，对制造商开火。

They like to just jump right down into the shooting guns ablazing at the manufacturer.

你的产品就是垃圾。

Like, your product's trash.

你焊接时用了氮气吗？

Did you braze with nitrogen?

你做过压力测试吗？

Did you pressure test?

你有检查后部吗？

Did you pull up back?

而且，很多安装问题都出在那里。

And, like, a lot of install problems there.

但再说一遍，我们一再看到，当制造商理性行事并提供支持时，真正懂行的整个社群都会站出来捍卫。

But, again, we've seen this time and time again that when manufacturers act logically and when manufacturers act with support, the entire community of people who actually know what they're talking about will defend.

他们会说：不。

And they'll say like, no.

那个人是个傻瓜。

That guy's an idiot.

这根本不是x y z制造商的问题，因为那个人没做他该做的事。

It's not an issue with x y z manufacturers because that guy's not doing what he's supposed to do.

但这个想法归根结底，还是经济学101。

But the idea that and this just comes down to, again, economics one zero one.

这件事还涉及政治学层面。

There's, like, a political science aspect to this.

如果你认为你可以自上而下地控制所有这些事情，因为人们会想，我们要做的就是把诊断功能内置到设备中。

If you think you can control all this stuff from the top down because people are like, well, what we're gonna do is we're gonna build diagnostics into our equipment.

这样就不会出现类似的问题了，但最终你还是会失败。

So that way it's not gonna have it's like, you're gonna lose in the end.

如果你做这些事情也没关系，但你要认识到，你仍然需要人类来实际完成工作，而且他们需要理解自己在做什么。

It's fine if you do that stuff, but recognize you still need humans to actually do the work, and they need to understand what they're doing.

如果你强迫他们通过你来传达信息，你就创造了一种系统，就像经济和政府一直以来被这样构建一样，人们失去了自主权。

And if you're forcing them to channel through you, you're creating a system in the same way that economies have been created this way and governments have been created this way, that people don't have agency.

当人们没有自主权时，他们就会不再关心。

And when people don't have agency, they stop giving a crap.

当所有人都不再关心时，你的品牌就会获得极差的声誉。

And when everyone stops giving a crap, your brand gets a really bad reputation.

你需要一个让人们忠诚的品牌，让他们意识到自己拥有自主权，能够解决问题，并且从底层到顶层、从最基层的技术人员到技术支持，再到高管团队，都能为自己所做的事情感到自豪。

You need a brand that people are loyal to, and they recognize they have agency, and they can solve problems, and they can feel good about what they do from the bottom all the way to the top, from the lowest technician all the way up through tech support, all the way up through your executive team.

一旦这种毒瘤开始蔓延，就像那样：不行。

And as soon as that cancer starts to take hold where it's like, nope.

只有顶层的人和律师在操控一切。

Only the people at the top and the lawyers control the strings.

每个人都不再关心，因为他们知道他们无能为力。

Everybody stops caring because they know there's nothing they can do.

如果他们试图行动，只会被泼冷水。

And if they try, they just get their hands slapped.

没错。

Yep.

说到这点，现在有一个大品牌在远程监控和这些推向市场的产品上遇到困难，归根结底，你不能强迫任何人使用一个可能让他们变得过时的产品。

To that point too, there's a major brand right now that's struggling with remote monitoring and all these things that they're trying to push into the market, and it comes back to you can't force anybody to use a product that you have that's gonna somehow try to make them obsolete as well.

你必须明白，我们的目标是服务客户，如果我正在向你的客户销售产品，我们都清楚我们究竟想做什么。

You have to understand that we're here to service our clients, and if I'm selling your client the product, we all understand what are we trying to do here.

如果你认为你比我和我的客户更懂，那尽管去服务我的客户好了。

And if you think that you know better than me and my clients, then by all means, you go serve my client.

哦，等等。

Oh, wait.

没错。

That's right.

你做不到。

You're not going to.

别人会去做。

Somebody else is going to.

你是个制造商。

You're a manufacturer.

你不是客户服务商。

You're not an in client service provider.

我的意思是，我们的意见也很重要。

And so our opinions matter too is what I'm trying to say.

所谓邪恶的资本主义，本质上就是那些以为可以让底层的劳工乖乖听命、为他们赚钱的人。

That's essentially what makes evil capitalism evil capitalism is people who think, oh, I can get the peons at the bottom to do exactly what I want, and they'll make the money for me.

为什么不试着真正地对齐激励呢？

It's like, how about actually align incentives?

这是巨大的区别。

That's a huge difference.

没有人反对那些通过利益一致而赚大钱的人，因为每个人都赢了。

Nobody has a problem with people who make a lot of money with aligned incentives where everybody's winning.

每个人都反感被压榨，被榨干血汗来让顶层的人变得富有。

Everybody has a problem being squeezed, having the juice squeezed out of them to make the guys at the top rich.

或者更糟的是，那些已经富有的顶层人士想出一个自以为是金点子的主意，然后实施后却失败了。

Or worse, the guys at the top who are rich come up with this idea that they think is gold, and then they implement it and it flops.

然后他们还说：怎么敢失败？

And then they're like, how dare it flop?

你现在就把它卖了。

You sell it right now.

我不认识你是谁。

I don't know who you are.

你现在就把它卖了。

You sell it right now.

你从我这里买的任何东西，都必须同时购买我的这个产品。

Anything you buy from me also has you have to buy this product from me.

这没问题，等等，等等，这难道是古巴吗？

And it's okay, woah, woah, Is this like Cuba here?

我们到底在干什么？

Like what are we doing here?

拜托吧。

Like come on.

是的。

Yeah.

这行不通。

That doesn't work.

一旦你采取强迫人们在购买你的产品时必须同时购买你服务的思维，因为你认为这会成功，你就会毁掉自己的声誉和品牌，因为你现在变得专横了。

And as soon as you take the mentality of forcing people to buy services from you along with your products because you thought it was gonna be a winner, you're gonna kill your reputation and the brand that you have because now you're being tyrannical.

你知道美国人对被人专横对待是什么感受。

And you know exactly how us Americans feel about people being tyrannical towards us.

这已经深植于我们的DNA了。

Like, it's ingrained in our DNA.

你是在告诉我该做什么，现在我要跟你对抗了。

Like, you're telling me what to do now, and now I'm gonna fight against you.

是的。

Yeah.

任何领导者都可能犯这样的错误，但答案不是一味坚持。

Anybody in leadership makes these mistakes sometimes, but the answer is not doubling down.

对吧？

Right?

答案是说：好吧。

The answer is saying like, alright.

好吧。

Alright.

好吧。

Alright.

好的。

Okay.

好的。

Okay.

好的。

Okay.

让我听一下。

Let me listen here.

让我试着听听你在说什么。

Let me try to listen to what you're saying.

抱歉。

Sorry.

好的。

Okay.

我听到了。

I hear you.

好吧。

Alright.

我们来做个调整。

Let's make an adjustment.

我们怎样才能做得更好？

How can we make this better?

不要说‘不’。

Instead of saying, no.

你根本不懂这会让我们变得多么富有。

You just don't understand how rich this is gonna make us.

你只需要买下来，然后卖给每个人。

You just need to buy it and sell it to everybody.

而且你说，拜托，各位。

And it's like, come on, guys.

我不会卖这个的。

I'm not gonna sell this.

没人会卖这个。

No one's gonna sell this.

即使你逼我卖这个，我也会买下来然后扔进垃圾桶，再卖点真正管用的东西。

Even if you make me sell this, I'm gonna buy it and throw it in the trash and sell them something else that actually works.

我会直接把它扔进垃圾桶。

I'm gonna punt it straight in the trash.

这是我朋友马特·摩门经常说的话。

That's what my friend Matt Mormon used to always say.

我就要把这个直接扔进垃圾桶。

I'm just gonna punt this straight in the trash.

我讨厌这个。

I hate this.

别把这个发给我。

Don't ship this to me.

我讨厌它。

I hate it.

你的产品在垃圾桶里表现得非常好。

Your product works great in the trash.

我们就在那里卖它。

That's where we sell it.

我们把它卖给垃圾桶。

We sell it to the trash can.

我们为未使用的控制器启动了一个回收计划。

We start a recycling program for unused controllers.

想花两秒钟跟你聊聊Fieldpiece和fieldpiece.com。

Wanna take a second and tell you about Fieldpiece and fieldpiece.com.

Fieldpiece有一系列很棒的工具，能让这个供暖季变得轻松愉快。

Fieldpiece has a great lineup of tools to make this heating season a breeze.

希望是暖风，而不是雪堆。

Hopefully, a warm breeze and not a snowbank.

我们在佛罗里达州很少遇到那种情况。

We don't have very many of those in Florida.

首先，我要向你们介绍 Cat 85 燃烧分析仪，它用于高级燃烧分析，助您实现最佳性能。

First, I'm gonna tell you about the Cat 85 Combustion Analyzer Advanced Combustion Analysis for Peak Performance.

它可以测量 O2、CO 和 CO2，并通过内置的压差计提供实时烟道压力读数，所有功能集成于一个工具中。

It measures O2CO and CO2, and it gives you live draft pressure readings all in one tool because it has a built in manometer.

采用先进的传感器技术，提升准确性、延长使用寿命并便于操作，传感器可现场更换，并享有四年保修，您无需因等待新传感器而耽误时间。

Advanced sensor technology for better accuracy, longevity, and ease of use, field replaceable and backed by a four year warranty, so you don't lose any time waiting for a new sensor.

它还能与 JobLink 应用程序集成，实现无线数据采集与存储。

It also integrates with the JobLink app for wireless data collection and storage.

此外，我在这里介绍了大量工具，但这些才是您真正应该了解的。

Also, I'm telling you about a lot of tools here, but these are ones you should know about.

SC680 功率与电流测量仪，适用于广泛的应用场景，从微型分体式空调到我们经常接触的大型超市制冷机组，都能快速排查故障。

The SC six eighty power and current measurement meter for swift troubleshooting in a wide range of applications from tiny mini splits to big old grocery racks that we work on all the time.

它配备低通滤波器用于 VFD 系统，具备交直流钳形表、Molex 测试探针，便于深入小型电路，还能连接 JobLink 应用程序保存和记录您的测量数据。

It has a low pass filter for VFD systems, ACDC clamp, Molex test leads for small circuitry, getting into the tiny stuff, and it connects to the JobLink app to save and document your readings.

最后但同样重要的是 JL3RH 精密湿度与温度追踪仪，这是一款防水的湿球探头，配有磁性挂架，可在测量风管内的温湿度时稳固固定。

Last but not least, the JL3RH Precision Humidity Induct Temperature Tracking, water resistant psychometric probe with a magnetic hanger to hold it in place as you measure the temperature and humidity in the ductwork.

包含进风和回风端切换开关，如果你接错了位置，只需切换开关即可。

Includes supply and return side switch, so if you get them in the wrong place, you just switch the switch.

非常容易操作。

Really easy to do.

只需切换开关。

Just switch the switch.

这个开关就是那个开关吗？

Is that switch the switch?

是的。

Yeah.

你可以这么做，因为它有开关，你可以切换开关。

That's something you can do because it has a switch, and you can switch the switch.

这些温湿感应探头无需额外发射器，无线传输距离可达一千英尺。

These index psychometric probes have a thousand foot wireless range with no additional transmitter required.

可与JobLink应用及无线歧管（SM380V和SM480V）进行通信。

Communicates with JobLink app and wireless manifolds, both the SM380V and the SM480V.

了解更多关于这些工具的信息，请访问 fieldpiece.com，并考虑通过 Fieldpiece University 培训项目参加一些互动课程，网址为 fieldpiece.com/fieldpieceuniversity。

Find out more about all these tools at fieldpiece.com and consider taking a few interactive courses through Fieldpiece University training programs at fieldpiece.com/fieldpieceuniversity.

我的好朋友托尼·冈萨雷斯为此付出了很多努力，所以请好好利用它。

My good buddy Tony Gonzalez has worked hard on this, So make use of it.

访问 fieldpiece.com/fieldpiece-university，或者直接前往 fieldpiece.com。

Fieldpiece.com/fieldpiece-university or just go to fieldpiece.com.

我们见过太多这样的情况了，比如附带的控制装置，很多产品之所以失败，是因为产品本身不错，但他们非要搭配一个温控器或控制器。

And we've seen this so many times, like attached controls, where it's like, it's so many products have failed because the product is great, but they made us put this thermostat or this controller with it.

但这个温控器或控制器实在太差了。

And it's like, but this thermostat or this controller stinks.

整个行业都深受这个问题困扰，但有些产品却因为一个优秀的控制器而脱颖而出。

The whole industry suffers from this, but you have some products that are buoyed by one good controller.

好吧。

It's like, okay.

设备本身并不怎么样，但界面非常友好，能给我提供我需要的信息。

The equipment's not that great, but the interface is really nice and it gives me the information I want.

因此，我会购买这个产品。

Therefore, I buy the product.

但反过来也是如此。

But the flip side is also true.

而当权者越能理解，扩大你的市场规模才是制胜之道。

And the more the powers that be can understand that opening up the size of your marketplace is always where you win.

试图缩小范围，有一段时间，大家都说我们要掌控整个市场。

Trying to narrow down, and this for a while, everybody's we're gonna own the wall.

我们的目标是掌控整个市场。

Our goal is to own the wall.

他们可能还在这么说。

They may still be saying that.

这听起来不错。

And it's like, great.

但在这个过程中，如果你把市场缩小到这么一个小众领域——我的意思是，如果你想做一家小众制造商，那很好，但他们并不是这样想的。

But if in the process, you're narrowing your market down to this tiny little niche I mean, if you wanna be a niche manufacturer, that's great, but they don't.

他们以为自己会赢得一切，而你不会。

They think they're gonna win the whole thing and you're not.

所以，不如找其他方法。

So instead find ways.

这就像汽车制造商刚开始推出信息娱乐系统时那样。

It's just like automakers when they first started coming out with their infotainment systems.

他们说：不行。

They're like, no.

我们要做福特互联。

We're gonna have Fordlink.

但我的手机无法连接到它。

It's like, but my phone doesn't connect to it.

不行。

No.

你不需要那个。

You don't need that.

你直接用内置的就行了。

You just use the one that's built in.

就像，太差了。

It's like, it sucks.

它把我带进了一个湖里。

It takes me into a lake.

然后现在大家都说，没错。

And then now everybody's like, yeah.

它能连接安卓和苹果。

It connects to Android and it connects to Apple.

这难道不厉害吗？

Isn't that amazing?

它两者都支持。

It's both.

他们是怎么做到的？

How did they make that work?

那本来是不可能的，但现在却做到了。

That was gonna be impossible, and it's not.

它支持蓝牙。

It's got Bluetooth.

哇哦。

Woah.

哇哦。

Woah.

你怎么能做到这一点？

How can you do that?

我反正不需要它。

Every I don't need it.

你是说我不需要专有的通信协议？

You mean I don't need a proprietary communications protocol?

让我想起了那是啥？

Takes me back to the what is it?

微软？

Microsoft?

Zune，z z u n e。

Zune, z z u n e.

这个

The

哦，是的。

Oh, yeah.

Zune。

The Zune.

对。

Yeah.

那曾经是

That was

与苹果产品竞争的对手。

Competitor with the, yeah, Apple products.

就是这样。

It's exactly that.

这里有个大问题。

And here's the big problem.

他们为此斗争了这么久，三年、四年、五年，不断推向市场，不断推向市场，但市场无法接受这个产品。

They fight it so long, three years, four years, five years, pushing on the market, pushing on the market, and the market won't bear the product.

然后他们才意识到这真是个巨大的失败，因为他们一直不愿面对真相——他们根本就不该启动这个项目，早该停下来寻求帮助。

And then they realize it's such a huge stinker because they wouldn't come to face the truth that they shouldn't have done this in the first place, and they should have stopped and asked for help along the way.

那么他们做了什么？

And so what do they do?

他们说，烧掉所有船只。

They say, burn all the ships.

销毁所有文件。

Shred all the documents.

我们不再支持这个产品了。

We're not supporting this product anymore.

于是，那些你成功说服、开始相信并为产品在市场上带来些许进展的人，却因为销量不足以维持产品而被你直接停掉了。

And so then the people who you convinced who started to believe and started to make a little bit of movement in the market with the product, but not enough for you to keep the product, you discontinue it like that.

就像我们从来没卖过这个产品。

Like, we never sold this.

我不明白你在说什么。

I don't know what you're talking about.

我们连那个产品都没有了。

We don't even have that product anymore.

然后你就会面对这些客户的巨大心痛，他们说：你让我卖这个产品，我全力以赴地去卖了，现在你却不支持它了？

And then you get this huge heartache with these clients who are like, you told me to sell this, and I sold it with everything, and now you don't support it anymore?

你开玩笑吧？

Are you kidding me?

这又回到了技术支持的起点。

And this goes back to the beginning of the tech support.

现在没有使用手册，没人了解它，也没人会支持这个产品。

Now there's no manuals, no one knows anything about it, no one's going to support the product.

有一个巨大的、巨大的心痛，三星曾有特灵品牌设备，但不知何故，双方关系恶化了。

There's that huge, huge heartache where Samsung had Trane branded equipment, and then the relationship soured for whatever reason.

我来这里不是为了讨论事情为什么会发生。

I'm not here to discuss why anything happens.

于是三菱和特灵联手，现在要获得三星品牌的特灵设备的支持变得不可能。

And so then Mitsubishi and Trane team up, and now getting support on Samsung branded Trane equipment is impossible.

你还不如去造一艘宇宙飞船飞到月球去。

You've got better chances of building a spaceship and going to the moon.

这正是合作伙伴关系的绝佳例子——本以为会是完美的合作，结果关系破裂，现在他们拒绝提供产品支持。

It's just not going to So that's a great example of partnerships that team up for what you would think would be a great relationship, and then they sour, and then now they refuse to support the product.

特灵必须从三星购买，但三星不愿卖给特灵，于是特灵根本不知道零件编号，也无法为你提供产品。

Trane has to buy it from Samsung, but Samsung doesn't want to sell it to Trane, and then Trane has no idea what the part numbers are, they can't get you the product.

你想想，我的客户家里一点冷气都没有，他们用的是三星品牌的特灵设备。

It's like, listen, My client has no air, and they have a Samsung branded Trane unit.

他们需要冷气。

They need air.

我真的要告诉他们，必须花250万美元把大楼里每台设备都拆掉，因为你连传感器都提供不了吗？

Am I really telling them they have to spend $2,500,000 to rip every single unit out of their building because you can't give me sensors?

你现在是认真的吗？

Are you serious right now?

这让你看起来更好了吗？

Does that make you look better?

并没有。

It doesn't.

归根结底，我们到底在做什么？

And so at the end of the day, it's like, what are we really doing here?

是的，合作关系破裂了。

Sure, the relationship's soured.

是的，你们不想再支持这个产品了，但归根结底，我打赌传感器和压缩机还是同样的，可能控制板有点不同，但说真的，拜托。

Sure, you don't want to support the product anymore, but it's still just I bet you it's still the same sensors, the same compressors, maybe a little bit different control boards, but like, come on.

你跟我说你们没有这些零件？

You telling me you don't have the parts?

没有。

No.

这是一件政治事情。

This is a political thing.

而且，别把政治带进来。

And it's like, leave the politics out of it.

我和你们关系恶化没有任何关系。

I had nothing to do with your soured relationship.

我的客户需要空气。

My client needs air.

我需要修理这个设备。

I need to fix the unit.

所以这是最突出的一个问题。

And so that's the biggest one that stands out.

还有另一件事我要提出来，那就是跨品牌的通用互换性。

That's another thing that I'm gonna call for, which is universal cross referencing across brands.

别再假装这是个不同的零件了。

Just stop pretending like it's a different part.

哦，天哪。

Like, oh, no.

你得联系这个分销商，他们有这个东西的零件号。

You gotta call this distributor, and they have this part number for this thing.

就把零件给我就行。

Just give me the part.

我不在乎它是子品牌X Y Z什么的。

I don't care if it's sub brand x y z, whatever.

至少看在上帝的份上，把它和其他品牌或至少姐妹品牌中的相同零件对应起来。

Just cross reference it to whatever that same part is across other brands or at least sister brands for Pete's sake.

别再这样了。

Just cut that out.

再说一遍，我明白为什么这不会发生，因为每个人都想从零件上赚钱，但最终都会平衡的。

And again, I understand why that doesn't happen because everybody wants to make revenue on parts, but it all comes out in the wash.

现在要在可用性和服务上取胜。

Now just win in terms of availability and service.

实际上，你最终取胜的地方就在于可用性和服务。

That's really where you're gonna win anyway is in terms of availability and service.

你合并这些数据库越多，越愿意共享并保持开放。

And the more you combine those databases, the more you are willing to share it and be open about it.

而且，再说一遍，我知道对听到的人来说，这听起来像是很理想主义。

And, again, this goes back to I know it sounds very kumbaya to people who are hearing it.

这种事情在其他行业里经常发生。

This happens in other industries all the freaking time.

在汽车行业，他们已经基本解决了这些问题。

In the auto industry, they have largely figured a lot of this stuff out.

当然，这个规则也有例外。

Now you have exceptions to that rule, of course.

但确实存在这样的情况：你可以去汽车配件店找到一个能适配多个品牌的相同部件。

But this idea that you can go to an auto parts store and find a part that fits a bunch of different brands for the same thing that does exist.

而且这不仅仅是通用接触器的问题。

And it's not just universal contactors.

它可以超越这一点。

It can go beyond that.

而且，像科兰德公司在住宅领域通过其White Rogers品牌在这方面做了不少出色的工作，但那里仍然有很大的改进空间。

And, again, like, Copeland's doing good work on that with their White Rogers brands and that kind of thing in residential, but there's still a lot of space for improvement there.

这正是关键所在。

And that's the thing.

总还有改进的空间。

There's always room for improvement.

无论你是技术人员、服务提供商、服务经理、公司老板、分销商、代理商还是制造商，只要你认为没有改进的余地，那你就是在欺骗自己。

And as soon as whether you're a technician, whether you're a service provider, a service manager, a company owner, a distributor, a rep, manufacturer, whoever you are, if you think that there's no room for improvement, you're lying to yourself.

这种情况始终如此。

And that's always the case.

技术支持始终在不断发展。

Tech support is always an evolving thing.

很多人把问题转向了人工智能，而人工智能确实有其用武之地。

A lot of people have shifted it over to AI, which again has its place.

但这是那种情况：你不能简单地说，我有个很大的技术支持问题，所以我花十万美金在公司全面部署AI。

But it's one of those things where, like, you can't just say, I have this really big tech support issue, so I'm gonna pay, whatever, a $100,000 to implement AI across the company.

它就能解决我所有问题，然后一切都会迎刃而解。

It's gonna solve all my problems, and then everything's gonna get fixed.

如果你真的去问问那些正在努力获取信息的人，你甚至了解问题的本质吗？

And it's like, do you even understand what the problem is in the first place if you talk to the people who are really trying to get the information?

他们需要的是一个AI系统，还是仅仅需要服务手册？

Do they need an AI system, or do are they just looking for service manuals?

因为你可能会发现，问题根本不是你想象的那样，只是白白浪费了钱。

Because you might find out that it's not what you think it is, and it's just a waste of money.

好的。

Alright.

我们来谈谈技术人员。

Let's talk about technicians.

是的。

Yeah.

轮到你们了，技术人员。

Your turn, technicians.

然后我们会转向真正的技术支持人员，看看如何改进。

And then we're gonna go to the actual tech support staff, how to improve too.

但我不希望一直过多地指责制造商、分销商和批发商。

But I don't wanna keep hammering the manufacturers, distributors, and wholesalers too much.

从技术员的角度来看，技术人员能做些什么来：第一，如果不需要就不使用技术支持；第二，在需要技术支持时成为更好的客户？

From a tech standpoint, what can techs do to, a, not utilize tech support if they don't need it, and, b, be a much better client when it does come time for tech support?

技术支持最重要的问题是，如果你连最基本的暖通空调测量都不会做，就不应该打电话给技术支持。

The biggest thing about tech support is if you don't have the capacity to take the most basic of HVAC readings, then you shouldn't be calling tech support.

如果你不知道系统的过热度是多少，无论是室内机还是室外机，你不知道什么是过冷度，也不知道如何获取过冷度，或者没有准确测量过冷度的方法。

If you don't know what the superheat is on your system, whether it's an indoor unit, whether it's at the outdoor unit, you don't know what subcooling is or how to get subcooling or have an accurate way to measure subcooling.

当然。

Now sure.

特殊设备，你可能不知道该送到哪里去。

Special equipment, maybe you don't know where to take it.

但再说一遍，看着制冷剂管道图，用手指比划、用眼睛观察、用手触摸管道，哇。

But, again, looking at a refrigerant piping diagram, mapping things out with my fingers and looking at it with my eyes, touching pipes with my fingers, wow.

这真的好烫。

That's really hot.

这可能是排气管。

That's probably a discharge line.

这真的好冷。

That's really cold.

这可能是吸气管。

That's probably a suction line.

像这样的基本知识，我们往往习以为常。

Things like that, the basic things that we take for granted.

外面有太多人了，他们来到一台新设备前，却说：‘我不知道这是什么。’

There's so many guys out there, they show up to a new unit, and they go, well, I got no idea what this is.

你就连试都没试过吗？

And it's like, did you even try?

这是一台空调设备。

So it's an AC equipment.

你觉得它违背了物理定律吗？

Do you think it breaks the laws of physics?

答案是否定的。

And the answer is no.

它没有。

It doesn't.

好吧。

Okay.

里面存在过热度，也存在过冷度。

So it there is superheat in there, and there's subcooling in there.

你有没有试着找出它们在哪里？

Have you tried to find out where that's at?

嗯，我们知道那个大大的黑色旋转东西在哪里，它负责压缩制冷剂，就是压缩机。

Well, we know where the big spinny black thing is that goes and makes refrigerant compress its compressor.

好的。

Okay.

这是排气管。

This is the discharge line.

好的。

Okay.

它连接到这里。

It connects to here.

让我在这儿接个压力探头。

Let me put a pressure probe on that.

好的。

Okay.

这就是我的排气压力。

That's my discharge pressure.

这是我的冷凝压力。

That's my head pressure.

好的。

Okay.

让我测量一下离开机组的液管温度。

Let me take the temperature of the liquid line leaving the unit.

好的。

Okay.

这看起来不太对劲。

Well, that doesn't seem right.

上面显示的是300左右，简直太离谱了。

That says, like, a 300 or something, something crazy.

好的。

Okay.

让我换个地方测一下。

Let me take it somewhere else.

我们常常忽略这些基本的东西。

It's these basic things that we skip over.

你测量过进入设备的电压吗？

Have you measured the voltage coming into the unit?

你测量过进入设备的安培数吗？

Have you measured the Amtrak coming into the unit?

你测量过通信电压以及交流或直流电压了吗？

Have you measured the communication voltage and AC or DC voltage?

你知道你的万用表上交流和直流电压分别是多少吗？

Do you know what AC and DC voltage is on your multimeter?

这些是我们检查每一件设备时都会做的基本读数，无论设备是新的、旧的、能通信的、变频驱动的，还是迷你分体式空调，都无所谓。

These are things that, like, basic readings we check on every single piece of equipment, whether it's new, old, communicating, inverter driven, whatever have you, mini splits, it doesn't matter.

它和其他设备消耗的电力是一样的。

It takes the same power everything else takes.

它有240伏电压吗？

Does it have 240 volts?

每根线对地的120伏电压呢？

What about a 120 volts to ground on each leg?

你检查过相间电压了吗？

Have you checked between the phases?

你检查过接触器两端的电压了吗？

Have you checked across the contactor?

你检查过隔离开关两端的电压了吗？

Have you checked across the disconnect?

在你得出‘嘿，有问题’的结论之前，我们是不是已经排除了所有其他可能性？

Have we ruled everything out before you get to the point where it's saying, hey.

这对我来说毫无道理。

This doesn't make any sense to me.

我的过热度为零。

I've got zero superheat.

我有30度的过冷度。

I've got 30 subcooling.

我不知道这台设备到底出了什么问题。

I have no idea what's going on with this piece of equipment.

所以，是的，技术支持的作用是帮助你获取信息，弥合你不懂的知识差距，但作为技术人员，有很多事情是我们自己应该知道并检查的。

And so, yes, tech support serves a purpose of helping get you information and help bridge that gap of something you don't know, but there's a lot of things we can know ourselves as technicians that you should know and you should be checking.

如果你在联系技术支持之前没有做过这些检查，那你就只是在浪费大家的时间，因为归根结底就是这样。

And if you haven't done those things before you call tech support, then you're just wasting everybody's time here because that's what it comes down to.

该是时候了。

It's time.

你要等三个小时才能等到他们回电话说，嘿。

You're gonna wait three hours for a phone call back for them to say, hey.

过热度是多少？

What's the superheat?

嗯，过热度是零。

Well, the superheat's zero.

好的。

Okay.

你的过冷度是多少？

What's your subcooling?

是30。

It's 30.

在基本的制冷系统中，这听起来像是制冷剂加多了，你希望我做什么？

Well, in a basic refrigeration system that sounds like it's overcharged, What do you want me to do?

这并不是什么专有的太空科技，我们并没有在某个平行宇宙中操控制冷剂。

This isn't proprietary space age technology where we're manipulating refrigerant in some astro domain somewhere in another multiverse.

就是过热和过冷。

It's superheat subcool.

如果你的过热是零，回气管里有液态制冷剂，而且过冷度高得离谱，那就是有人加多了制冷剂。

And if your superheat is zero and you've got liquid coming back on your suction line and your subcooling is astronomically high, somebody overcharged it.

你试过从系统中抽出一磅制冷剂吗？

Have you tried pulling a pound out of the system?

系统的总充注量是多少？

What's the total charge of the system?

是十磅吗？

Is it 10 pounds?

你试过抽出10%、5%吗？

Have you tried pulling 10%, 5%?

情况有好转吗？

Did it get better?

情况变得更糟了吗？

Did it get worse?

这些是我们技术人员可以测试的，因为你亲自在现场操作设备。

These are things that we can test as technicians because you're there physically on the equipment.

我不是让你随意抽走制冷剂或做这些疯狂的事情，但你可以进行测量。

And I'm not saying go and start randomly pulling charge and doing all these crazy things, but you can measure.

关键是测量这一步。

It's the measurement part.

如果你在联系技术支持前不进行测量，就是在浪费大家的时间。

If you're not measuring before you call tech support, you're wasting everybody's time.

当你等了四个小时才得到回复，对方却让你做些基本的测量时，你会感到沮丧。

And then you get frustrated when they tell you to take basic measurements and you waited four hours for that response.

你期望什么呢？

What did you expect?

拜托，各位。

Come on, guys.

有一种误解，认为因为设备是新的，我就不能维修它。

There's this understanding that because it's new, I can't work on it.

你必须摆脱这种心态：我们是技术人员，我们的职责就是排查故障，我们会提出问题。

And you have to get out of the mindset, we're technicians and we're supposed to be troubleshooters, we'll be asking questions.

这些问题包括：你做过基本检查吗？

And those questions are, did you do the basics?

它有电吗？

Does it have power?

它开机了吗？

Is it on?

类似这样的事情。

Stuff like that.

然后是错误代码、主板控制、电压之类的，当然你需要一份维修手册。

And then the error code stuff, board controls, voltage, that, of course, you would need a service manual.

通信电压是多少？

What is the communicating voltage?

偏置电压是多少？

What's the bias?

会有课程来帮助解决这些问题，但这是最重要的。

And classes come and help for that, but that's the biggest thing.

就是基础。

It's the basics.

如果我听到工厂技术支持人员最大的抱怨，那就是基础问题。

If I hear the biggest complaint from people who work in tech support from the factory side, it's the basics.

有很多人不明白交流电和直流电的区别，我们甚至用‘意大利面波’和‘培根’这样的比喻来解释。

The amount of people who don't understand the difference between AC and DC, and we break it down at the nomenclature of this is the spaghetti waves, and then this is the bacon.

培根就是直流电，所以我们现在得用食物来解释了。

The bacon is the DC, and then so we gotta break it down into food at this point.

如果我得用食物来给你解释万用表，也许这个行当并不太适合你。

If I have to break it down into food for you for your multimeter, maybe this isn't a great fit as a trade for you.

说实话。

I'll be honest.

你就像

You're like

我会稍微退一步，给你讲两个老家伙的故事。

I would back it down a little bit, and I'm gonna tell two old guy stories.

明白吗？

Okay?

我以前是ResyTech。

So I was a ResyTech.

我对24伏特很在行。

I was good with 24 volts.

我可以使用我的万用表。

I could use my meter.

我在这方面很在行。

I was good at that.

然后我总是用意大利面。

And then I always used the spaghetti.

那就是我去找的那个，意大利面的那个。

That was the one I just went to, was the spaghetti one.

而且有两种不同的情况。

And there's two different cases.

其中一种情况是我有一个银行客户，他们那家分行——我提到的这家正好就在你住的地方附近，罗曼。

And one was I had a bank client, and they only had, in fact, the branch that I'm talking about is right where near where you live, Roman.

那里有一套老旧的Carrier Comfort系统，我想是Carrier Comfort Zone One系统，商用舒适区一号。

And it had a old carrier comfort I think it was a carrier comfort zone one system, commercial comfort zone one.

所以我第一次去的时候，当然，我为自己感到很自豪。

So I got went there the first time, and, of course, I was pretty proud of myself.

我以为自己是个不错的技术人员。

I thought I was pretty good tech.

我检查了一下，因为温控器显示，嗯，是这样的。

And I pulled because there's thermostats, they're like, yeah.

这个房间比其他房间冷。

This room's colder than the others.

某种分区系统。

Some sort of zoning system.

我想，我对分区系统很在行。

I'm like, I'm good at zoning systems.

是的。

Yeah.

我修过Chronotherms，也修过霍尼韦尔的分区系统。

I've worked on Chronotherms, and I've worked on Honeywell zoning.

而且

And

我是在他们发明分区系统的时候就在场的。

I was around when they invented zone.

伦诺克斯和谐分区系统。

Lennox Harmony zone.

我的这个全都有。

Mine got all this.

再次强调，都是24伏交流电系统。

Again, all 24 volt AC systems.

所以我想，好吧，我就从这个办公室里的温控器开始。

And so I'm like, well, I'm gonna start with the thermostat that's here in this office.

我把温控器从墙上拆下来。

And I pull it off the wall.

首先，它很难从墙上拆下来。

And first of all, it's hard to pull off the wall.

它不是正常地卡扣脱落的。

It doesn't snap off normal.

然后我往里一看，里面有三根线。

And then I look in there and it's got, like, three wires.

我当时想，我不知道这是什么。

And I'm like, I don't know what this is.

而且当时我们手机还没有摄像头，也上不了网，所以我没法打电话问做过的人。

And rather than me calling somebody who did, because at the time we didn't have cameras on our phones, I didn't have access to the Internet.

我唯一能做的就是打电话问人，但那样我会很尴尬。

The only thing I could have done was just call somebody, and I was gonna be embarrassed.

我其实可以打电话给一些人。

There's people who I could have called.

这不只是我雇主的问题。

It's not just my employer's issue.

我也可以打电话给我公司里的人。

I could have called people at my company.

我只是试着自己弄明白，但我完全不知道自己在做什么。

I just tried to figure it out and I had no idea what I was doing.

完全不知道。

No idea.

因为我是个自尊心强的老派技术人，我不想打电话给任何人。

Because I being the prideful old school type of tech, I don't want to call anyone.

我就是不打技术支持电话，该死。

I don't call tech support, darn it.

我本该打电话给公司里的人，问他们这是什么。

And I should have, a, called somebody in my company and said, what is this?

到底怎么回事？

What's going on?

嘿。

Hey.

我能要一份手册吗？

Can I get a manual?

办公室里有人能帮我打印一份手册吗？

Can somebody from the office print me out a manual?

下次我去办公室时，我会跑回去把手册拿过来，再开始摆弄这个东西。

And I'll run back and grab it next time in the office before I start screwing with this.

但我没有这么做。

But no, I didn't do that.

我本应该打电话给技术支持的。

And I probably should have called tech support.

这并不是因为我不会用我的仪表。

And in that case, it's not that I don't know how to use my meter.

而是在一个完全不同的控制界面世界里，一切都截然不同，你根本找不到任何参照物。

It's just that in a world of completely different control interfaces, completely different, it's something that you really don't have any reference for.

在这个世界里，这没什么大不了的。

It's okay in that world.

举个例子，比如楼宇自动化系统。

I mean, an example would be like building automation.

如果你从未接触过楼宇自动化系统，或者接触很少，这并不意味着你是个傻瓜。

If you've never worked with a building automation system before or very little, that doesn't mean you're an idiot.