Speaker 1 00:00:05 Welcome to the clear impact podcast brought to you by PGT university. Thanks for joining us today. My name is Sherry Conner and I am your host. Another brave attendee joined us at the road show podcast table. While we were in Dania beach. In the first half of today's episode, we talk with Heidi who was so excited to have learned a few things that she can put to good use immediately.
Speaker 2 00:00:31 I'm excited for all the tools that I've
Speaker 1 00:00:33 Been handed. The second half of today's episode features Lucy Castillo and Albert Rodriguez, both sales reps in the Miami Dade Broward areas. They helped us with our Spanish sessions and even taught us a few terms. Do you know what they said, Patrick? He said, hello. This is so helpful for many learners who are not native English speakers, mucho grassy has Lucio and Alberto. So we are just wrapping up our third day of training at Dania beach. And Heidi has been with us for all three days, right? Yes, I have. And she was brave enough to sit down and I didn't even twist her arm or briber or anything. She just said. Sure. I'll, I'll say a few things. So Heidi, thanks so much for your time and coming out and, uh, entertaining us and letting us entertain you. But the main thing is I just want to know a little bit about your role and maybe what you were hoping to learn, and then what, what you did learn as a result of being here.
Speaker 2 00:01:29 Jerry, thank you for having me. My role is customer service mainly. So we have the homeowner calling, um, in regards to parts and things that are happening with their window product and we sell PGT and CGI. So it's, this class has helped me quite a bit to become familiar with parts that I'm using terminology, but don't necessarily know how they work, what the functions are for the parts. And so the course has been really helpful for me and also to have a hands-on and see the parts in action. How long
Speaker 1 00:02:04 Have you had your position at your company?
Speaker 2 00:02:06 It's been since last October, so a year. And I'm so deep in customer service that it's a lot of emails with the builder setting up scheduling. It's not any ordering, which would actually have forced me to become familiar a lot sooner. So, but I've had help now in the department. So that's giving me a little opportunity to come out to the courses and, and meet people and see the, you know, the very entertaining show to educate us.
Speaker 1 00:02:38 Right? So what's something that you learned in the last couple of days
Speaker 2 00:02:40 Yesterday was as far as sash limiters, I didn't know that they are coming correct from the manufacturer and we've had to order them a couple of times and reorder and they just keep coming the same way. And we go out to the customer and a customer refuses it because of the size of the actual sash limiter. And because I don't know, because I learned this yesterday. We think that they're too small, but what it is is that they're made to be adjustable. So it's not just what you're looking at, but what it can do. And, uh, the customer just wouldn't even allow us to begin installation. And I've learned that once they're installed, they have those functions where you can adjust them.
Speaker 1 00:03:24 So you can probably skip a whole lot of hassle for everybody by just knowing how to handle that phone call at the front end. Nice. And then Patrick actually put you on the spot today about a hinge. He did tell, tell us about that.
Speaker 2 00:03:38 So this operator arm, which is for a casement window, um, on the top and the bottom, the casement window has the operator arm. And we had placed an order for a left-hand or right-hand. I really can't remember which it was, but, and we just kept getting sent the same thing. And we, we all kind of were like, what's wrong with the ordering department? You know, are they reading my email and whatever? Well, we, I learned that the, the actual operator arm is universal and interchangeables so where we think it's for a right hand, it can be used for a left hand. So that was, um, interesting elating. I, I can't wait to go back to work tomorrow and talk to the guy. So work
Speaker 1 00:04:20 And go, guess what I know I smiled today because we had talked about that a little bit yesterday, and then someone who was in class today for the first time this week asked that exact same question and Patrick being the showman that he has said, Heidi, why don't you tell him? And you're like, it's goes either way, look, boom. So yeah, that's amazing. I love it. When, um, when light bulbs go off. Yeah, that's a,
Speaker 2 00:04:47 That's the I've walked the warehouse and been shown the part, and this is this thing. This is that thing. And, or we have it up on a board and the what it's called and, but it's different to see them take out the samples and open everything up, take it apart. And, um, it has really, it is an eye opener, like bells were going off in my head all day.
Speaker 1 00:05:08 Nice. Good. Well, I'm glad that you took a few days to come and do some training. Are you going to, are you going to be back tomorrow? No.
Speaker 2 00:05:14 Uh, I'll be at work
Speaker 1 00:05:15 Tomorrow. You probably have a thousand emails to catch up on
Speaker 2 00:05:19 To my coworker. Yeah. I wish I could come tomorrow. It's very enjoyable. And,
Speaker 1 00:05:25 Yeah. And have you been on the LMS yet? Uh,
Speaker 2 00:05:28 No, I haven't. I literally just created my, um, account with the username and password a week ago. I haven't had an opportunity, but now that I know that there are so many different ways to learn, I'm going to start looking at everything, especially, uh, I like the idea of the YouTube videos and sharing those with the service technicians and, um, and the LMS.
Speaker 1 00:05:50 So good.
Speaker 2 00:05:51 Awesome. I'm excited for all the tools that I've been handed. That's
Speaker 1 00:05:55 Awesome. Well, that's why we're here and, uh, we appreciate you taking advantage of that. Well, I appreciate you all too. Well, thanks for taking a minute to chat and thanks for coming to classes and I'm sure we'll see you again. Sure thing. Awesome. All right. Thanks. Thanks. Be sure to tune in for upcoming episodes to help you understand the fenestration industry, what you need to know when buying windows and doors and other related topics, you can find out more about
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Speaker 4 00:06:28 1, 2, 3,
Speaker 3 00:06:30 No. Those threes today
Speaker 1 00:06:32 Is been an interesting fun day. I'm so grateful that you guys were able to help translate. Yes, we had a change in personnel and weren't able to pull off the all Spanish day as we had hoped. So you guys came through. Thank you for your
Speaker 5 00:06:45 Welcome. It's been interesting.
Speaker 4 00:06:47 You're grateful. I'm grateful. I didn't have to learn Spanish in two weeks.
Speaker 1 00:06:51 Right? So we are here at the Dania beach training in the Hilton garden, and we've set up a little impromptu podcast booth. That's actually in the training room, that's actually a ballroom or something, right?
Speaker 4 00:07:03 It's a giant meeting room. They'll do different events here, whether it's classroom style or, you know, round table style. But yeah, they can host up to a hundred people in this room.
Speaker 3 00:07:12 Nice, really nice setup they have here. That would be so
Speaker 4 00:07:15 Crowded. It would be very tight, but it's doable, but we wanted to make sure that we didn't leave anybody out. Right. That was my goal.
Speaker 1 00:07:22 Right. And we've had pretty good turnout too.
Speaker 4 00:07:24 Yes, we had, I think almost 30 people yesterday morning. We had, I think almost like 50 people all yesterday afternoon, but it was, it was a good full crowd. And the more people, the better for me
Speaker 5 00:07:35 It's been picking up on this morning, more people started trickling. I had noticed a towards a mid day.
Speaker 3 00:07:40 Yep. Yeah. And um, some of the feedback from the Spanish speakers is that they've learned a lot today. Definitely a lot of, um, items regarding art installation that they didn't know about, you know, they've cut themselves and stuff that they'd done that should have done not have done. So, um, it's been a great class for them. Definitely. Oops.
Speaker 4 00:07:55 And that's something that we, the university has failed on. Not being able to give that information, those resources out there in multiple languages. And this year we've really tried focusing on how do we get that? So what the YouTube videos Sherry's been able to help put some Spanish voiceover on my videos, but again, it's, it's a way to get resources and information out there who knows maybe next year we'll be French in Creole and,
Speaker 5 00:08:18 And it, and it's great because it brings people in because now they don't feel as intimidated when they see the sign-in sheet as a Spanish, like, oh, okay. That's something that I can, I can jump on. Right.
Speaker 3 00:08:27 Definitely. Um, and it's brought even, um, people that we don't know about. We don't even see when we go out to the dealers, which is the installers. So typically most of the installers in south Florida are Spanish speakers and we rarely see them. So it's been great opportunity because they knew about me. They just never met me in person. This has been great to have the one-on-one face conversation with these guys. And it's been a great group,
Speaker 1 00:08:47 Right? Because the product is only as good as the installation. Correct. And so if it's not installed properly, you know, they may not remember the name of installing company or who the dealer was that they bought the product from, but they remember us. Correct. So then we get the calls and then we have to go out and try to identify what the issue is. And a lot of times it is the installation. So
Speaker 4 00:09:12 I'm never going to doubt the product because unfortunately we, the enterprise doesn't make a perfect product every time, every day. Right. So we need to verify that if it's not a product defect, why is it, uh, you know, an installation issue. And that's where we come in as a university, trying to help them educate of, you know, you could have done things better this way, or for best practices, you should have done it this way. Hmm.
Speaker 5 00:09:35 Yeah. And that's why we also have the service team that comes out and inspects and checks. It. I'll make sure that it's not an install. And then we just take, you know, take care of it. But the PDT university I'll just training does help tremendously guide people to do the things the right way.
Speaker 3 00:09:47 Yeah. Even with us, we've learned stuff that we didn't, we didn't really know about because we're not out in the field installing. So it's, it's great. It's been a learning experience for me as well.
Speaker 1 00:09:55 Well, that was, I was just about to bring that up right after we broke for lunch. You said, I learned a lot today. And Albert said, yeah, me too. So what did you learn today? So
Speaker 3 00:10:03 Regarding the horizontal roller, or you pop off the silk cover and you just need to do one in the field and they're putting the silicone and they're angry in the screw and make sure that they remove the dust, like all that has beneficial when you're speaking to these guys out on the field and we do have the opportunity to do that. Now I know the answer and I don't have to call. And it's just something I'm not going to forget. You're right.
Speaker 5 00:10:22 Yes. It's the little things just like when the panels, the horizontal rollers, you can see there might be an uneven, I didn't know about the, you can pop the wheels on and just the wheels right there on the spot. It's something so easy, right. Something so easy to, it could have been taken care of within minutes instead of calling in for a service.
Speaker 4 00:10:35 And when you don't know that information is very aggravating. And then, you know, you're asking your, your buddy, Hey, how do you do this? I don't know. I don't know if there's any way of doing that so they can be very aggravating then it's just that avalanche, it's that domino effect. But soon as you learn these different tips and tricks, it's like, I remember how to do that. Or I wonder if this window has the same thing, Sparta, horizontal roller. It does it. Yeah.
Speaker 1 00:10:55 It's awesome though, to see learners picking up on things and understanding things that they didn't before. So I would love you guys to riff in some Spanish, like, talk about your experience training today. And we won't know what you're saying. Don't talk
Speaker 4 00:11:08 About me.
Speaker 1 00:11:10 He knows Patricio.
Speaker 3 00:11:13 Um, one of the boys seek economy. Um,
Speaker 5 00:11:41 so I went okay. What I mean, but then, uh, I'll turn the total including, uh, you know, a familiar, other Latino he bucket Seppala look at the person and opinion. Point of thinking. Sorry. Nolan Tinder.
Speaker 3 00:12:14 No, company a Honda. the classic.
Speaker 1 00:12:23 Do you know what they said, Patrick? He said, hello. No, I I'm just so grateful that you guys are here today and that you're able to help us out with this. And you know, who knows? Maybe we'll, uh, try to recruit some sales people onto the training team. That's already established the first step.
Speaker 3 00:12:40 So it's, it's been a great experience
Speaker 1 00:12:43 Linking you in slowly, slowly.
Speaker 1 00:12:52 All right. Well, um, so how do you say, oh, so glass. Yes. What else glassy is. They know that and, uh, I know good, good day is but what is good afternoon when I thought, when I Got it and then good evening, its borders Nazis,
Speaker 3 00:13:11 Right? I was born out in the
Speaker 1 00:13:12 Front. Right. Buenos is good. Right? Correct.
Speaker 3 00:13:15 Um, and then Diaz morning, um, that this afternoon night.
Speaker 1 00:13:20 Gotcha. Okay. And then how do you say happy hour? Oh,
Speaker 1 00:13:28 Awesome. Well, thank you guys. Thank you. Appreciate it. Thank you very much. PGT university is the customer education team for an entire family of brands. We began with the original, easy breeze, port and closure lie then became PGT. America's leading brand of impact resistant windows and doors. We then added CGI CGIC WinDoor, Western windows, new south windows and echo windows and doors. We create products built to withstand major storms, keeping people safe, secure, and prepared. Our exceptional brands give you the protection you need without compromising design or functionality. PGT I university is here to educate you our listener so that you can be a more informed consumer of window and door products.
