Skills
Read online at www . proinstaller . co . uk
FEBRUARY 2024 | 45
Skills
ACADEMY OF EXCELLENCE FOR BETTER CUSTOMER EXPERIENCE
Endurance ® Doors , the manufacturer of solid , secure and stylish composite doors , has implemented a new training initiative which provides further added value for its installer partners whilst ensuring a better customer experience for homeowners .
Known as the Endurance Academy , the new initiative entails a free , one day course that ’ s held at the brand ’ s dedicated consumer-focused showroom in Brigg , North Lincolnshire .
With an emphasis on hands-on learning , it covers a variety of topics including how to conduct more effective pre-installation surveys , best practice door installation and improved door handover to the homeowner .
During the course , attendees are also given a tour of the nearby Endurance ® Doors ’ manufacturing plant .
The course is delivered by Ian Longstaffe who is the business ’ dedicated training manager . He has over 27 years of experience in the fenestration industry which includes an extensive period as a new build and domestic fenestration installation manager .
Upon completion of the Endurance Academy , those attending receive a GQA level qualification and certificate .
Ian Longstaffe says : “ The Endurance Academy delivers benefits both for those buying and fitting our products .
“ For the homeowner , a new door is a major investment that also contributes significantly to the kerb appeal of their property . Given these facts , they want the reassurance of the highest levels of quality at every stage of the process - from the point of production to the point of installation .
“ Having their door fitted by professionals who have attended the Endurance Academy instantly provides the peace of mind that the work is carried out by skilled and competent individuals .
“ Following on from that , our installer partners can use the fact that they ’ ve completed the Endurance Academy as an extra selling point for marketing purposes .
“ It can also save them the cost of potential call backs and remedial work by optimising their ‘ right first time ’ capabilities .”
www . endurancedoors . co . uk
NBP BRINGS A GEN Z EDGE TO ITS SALES FORCE WITH NEW APPRENTICES AND A SPEEDY INTERVIEW PROCESS
Northern Building Plastics has strengthened its sales team by appointing two new sales apprentices at its Bolton and Leeds Super Depots .
The recruits , Matthew Bilton , 24 , and Mackenzie Chantry , 19 have been taken on as part of a training programme to bring fresh ideas and talent into the company ’ s team , as well as NBP ’ s ongoing commitment to developing the next generation of enthusiastic and knowledgeable salespeople in its sector .
Matthew said : “ My training has been very much hands-on , allowing me to work closely with my line manager and the rest of the sales team , which has helped me settle in quickly . I ’ ve been getting to grips with the industry , our business and how we run our
depots , learning everything I can along the way .”
Mackenzie added : “ Sales is something I have always wanted to explore as a career , so I couldn ’ t pass up this opportunity , and everyone at NBP has made me feel welcome since day one . Ultimately , I aim to keep learning to work my way up .”
As well as introducing fresh faces to the team , the new apprenticeships gave NBP a chance to try out a new streamlined recruitment style . The ‘ speed-dating ’ -inspired interview format gave candidates a 15-minute slot to sell themselves , and allowed Steve and his team to quickly prioritise those he felt had the right attitude and mindset to be the future of the NBP sales force .
“ We ’ ve invested in training our apprentices the old-fashioned way because we know that it works . Having young people with a new attitude is the way to a new future , but that ’ s no reason to turn our backs on the old ways that have stood us in good stead for so long , said Stephen Jones , Sales Director at Northern Building Plastics . “ A lot of people are keen to get into sales but often don ’ t have the opportunity or experience . We want to give young people the chance to bring their unique talents to our industry , as well as their drive and enthusiasm .
“ So much is changing in our industry , from the ways we buy and sell to how we approach sales and customer relationships . We ’ re always trying to make things more convenient for NBP customers , like the addition of WhatsApp ordering and our next-day delivery service , but we know that the old ways still work the best .
“ Customers can get frustrated when they ’ re going around in circles with automated phone lines and AI chatbots . Sometimes you just want to pick up the phone and speak to someone who knows what they ’ re talking about . At NBP , that ’ s exactly what we still want to deliver .”
www . nbp . co . uk