Safety will drive our training and tools as we move into the world of mildly flammable and flammable refrigerants. Here at R.E. Michel Company, training requirements and training availability will continue to evolve into an on-demand platform out of necessity to meet our contractors’ needs.
Why Is Training a Big Investment for R.E. Michel?
The R.E. Michel Company takes training personally. We know that without proper product and/or installation training, our contractors may be unable to meet their customers’ expectations. R.E. Michel has employed nearly 20 TSAs (Technical Service Advisors) to support our contractors nationwide for years. These TSAs are factory-trained on our key product lines to support our loyal contractor and employee base.
We view this investment in training as an integral part of our customer service. Is there a cost associated with this? Sure, but what is the cost for our contractors to wait on hold with the factory or months to receive factory training? Our TSA group not only hosts training in our facilities but also in our contractors’ facilities year-round. Our TSAs’ training helps save our contractors thousands of dollars in callbacks.
Puryear talks about some of the tools
for recording airflow test measurements.
Many manufacturers simply don’t have the bandwidth to adequately staff a technical department for the peaks of our business. When we experience a heat wave or cold spell, every contractor in the country calls the factory for support.
Contractors are stressed, working long hours, and the last thing they want to do is wait for 10, 20, or 30 minutes (sometimes more) for technical support. This is why training has an infinite value. It is also why we train during the off-seasons and then have our TSAs on call for the weather-related spikes in business.
What Are the Benefits For Distributors?
Technical training is necessary to deliver the service and experience to our customers and employees. A knowledgeable branch sales staff is vital to providing the highest levels of customer service that R.E. Michel prides itself on.
In the ‘Moment of truth,’ we want our team prepared to meet customer needs. By providing quality training for contractors to run an extra service call for profit rather than a call back for free.
When it comes to training our customers, R.E. Michel understands the importance of meeting them where their training needs are. For some customers, that training is in person at one of our live-fire facilities. Others may prefer we host a multiple-day NCI (National Comfort Institute) training course at one of our facilities. And other contractors might be more interested in having a vendor representative or one of our TSAs at their office.
Furthermore, some contractors prefer the flexibility of virtual recorded content, and some prefer to go straight to the factory for training. Having multiple avenues for training our customers is very important. As we grow, we invest more in training rooms in most of our remodels and new branch locations. It’s part of our business that we are committed to moving forward.
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