Episode Transcript
Speaker 1 00:00:05 Welcome to the Clear Impact Podcast, brought to you by pg t I University. Thanks for joining us today. My name is Sherry Connor and I am your host. So good afternoon. We are here on the Clear Impact Podcast and there were just a couple of folks that I didn't get a chance to talk with in person when we were in Phoenix earlier this year. So Todd Hayhurst is one of those folks and Todd is part of the training team at Western and I'm excited that he's on the phone with us today and we get to meet him. So welcome to the podcast Todd.
Speaker 2 00:00:46 Thank you very much. Glad to be here.
Speaker 1 00:00:48 Well thanks for making the time. It's early there and it's a Monday. So anyway, just tell us a little bit about your history at Western and maybe a little bit of your background and then your roles and responsibilities today.
Speaker 2 00:01:02 Sure. I started at Western around 27 years ago and started on the floor. They put me on a saw cutting aluminum. So I started at the very bottom and worked in the shop for a little over two years working in all areas of fabrication processing and specifically the custom department and kinda excelled through that. And then was offered a job in the installation department. So I installed for a couple years and then they made me the installation manager and eventually I moved into project management and contract management because at that time we sold direct to the contractor base here in Phoenix and Tucson. And uh, decision was made in the early two thousands to no longer contract direct and only sell through dealer network. So when I got all of our contracts completed, the only place for me to go was sales. So I went to sales and it started with nothing in California and built it into over 5 million a year in about eight years and grew it to a point where I couldn't management.
Speaker 2 00:02:17 So they hired three salespeople to take over the territory for me and I came back to Phoenix and started our service department. So it was a necessary evil at the time it needed to be done. So I had all the background. So it was kind of a easy choice, easy transition for me. But I built our service department from one person into, there was a group of eight early this year when I transferred out of the service department and took over a position called a technical project manager. So right now I oversee all of our commercial projects, all large projects. I double check all orders for inside sales whereby decreasing sales errors dramatically to the single digits this year. And part of that was the beginning, a product knowledge training class for the inside sales team and any salespeople that would like to attend. So I am doing that now on every other month we spend an hour and a half together going over topics of their choice and we do deep dives into products and hardware and how things mu and how do you build this, how should we order it, what's easier for the shop, what's easier for the installer, that kind of thing.
Speaker 2 00:03:44 So it's just a matter of passing on whatever knowledge I've gained over the years to everybody else around me.
Speaker 1 00:03:51 Right. Is there a way we can just plug right into your brain and download it all? <laugh>.
Speaker 2 00:03:56 I sure wish you could. It'd save a lot of time, huh?
Speaker 1 00:03:59 <laugh>. I'm just smiling about the fact that it took three people to take over your territory when you stepped outta sales. That's impressive.
Speaker 2 00:04:06 Yeah, it took three to replace me in service too.
Speaker 1 00:04:10 I'm not surprised by that at all. Well folks like you definitely help the organization to be successful. You know, when you're so intimately acquainted with all the different processes from like you said, cutting aluminum on the floor and then going into sales and then management and then service and now education. So that's impressive. And 27 years, that in and of itself is impressive. But I can see you've had a different job throughout all those times. So it's not like you got bored.
Speaker 2 00:04:41 No, there was never a dull moment. I guarantee that
Speaker 1 00:04:44 <laugh>. That's nice. So I love hearing from leaders in their space and around terms of advice. So what is a valuable piece of advice you received at some point along your journey?
Speaker 2 00:04:58 Well, my main mentor who's the owner of Western when we were a we little company and, and I started here, he taught me many, many words of advice over the years. But probably the biggest thing is if you don't have time to do it right the first time, how are you gonna find time to do it right the second time? It's probably one of my favorites. So it's worth it in the long run to just take the time and get it right the first time.
Speaker 1 00:05:25 Agreed. Accuracy over speed
Speaker 2 00:05:27 Always.
Speaker 1 00:05:28 That's it. Great piece of advice. That's sometimes not easy to live by though.
Speaker 2 00:05:32 No, it's difficult, especially from the service side, especially when you're under the microscope in front of a homeowner who's obviously not happy cuz you are there. They don't call us to come and say hello and pass the time. No. So there's an issue that they have and, and it's up to you to get it done right, number one, but also in an expeditious manner so you don't disturb their life as much.
Speaker 1 00:05:57 Right. That's important. And I love that you're overseeing the orders before they go in to help eliminate any errors going out. So that's a solid piece too. Yes. And so with the launch of the Western products on the P G T I university platform, how do you see our team being an asset to the Western brand?
Speaker 2 00:06:21 Well, in addition to what you've already done, I mean you're already helping me get installation videos shot and made. That's probably the biggest thing. I look forward to your assistance in getting all of our install instructions formatted the same, looking the same, make it so they're, they come across more understandable is probably the biggest thing we come into. Because when you're dealing with nationwide companies, people in different markets call things by different names. So what we call a style per se in our instructions could be, uh, railed to somebody else. You just never know. It depends on how they were trained and brought up through the industry.
Speaker 1 00:07:06 Yeah, even amongst our own companies, there's a difference in the jargon. So having a universal library would be great or yes, absolutely. At the sous of some sort. Yeah, I'll add that to my list. Well I know we've had a lot of learners in the system from Western particularly I think the sales team who've been in there taking the courses and getting the certifications. So that's exciting to see the expansion of the reach of the education team here.
Speaker 2 00:07:35 Yes, it's definitely an asset. It has helped tremendously.
Speaker 1 00:07:39 Well, we're excited about more to come and I know they're working on the edits of those videos that we shot not too long ago and I was glad that you and Patrick got to meet each other and hang out a little bit.
Speaker 2 00:07:49 Yes, great guy. Yeah,
Speaker 1 00:07:51 Well, I mean you guys are two peas in a pod essentially.
Speaker 2 00:07:54 Pretty much, yeah. <laugh>.
Speaker 1 00:07:57 Yeah, that that's awesome. Well, I think that covers it. I'm sad I didn't get to see you in person when I was there, but I know you had things going on and timing just didn't work out that way. But I'm glad you could spare some time today and I appreciate having a chance to chat with you.
Speaker 2 00:08:12 I appreciate it, Sherry. Anytime I'm here for you. All
Speaker 1 00:08:15 Right, take care Todd.
Speaker 2 00:08:17 Okay, you too.
Speaker 1 00:08:18 PPG T I University is the customer education team for an entire family of brands. We began with the original Easy Breeze, porch and closure line, then became P G T America's leading brand of impact resistant windows and doors. We then added CGI, I C G I C window, Western Windows Systems, new South Windows, echo Windows and doors, and Lynn Windows and doors, and our latest acquisition Martin Garage 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. P G T I University is is here to educate you, our listener, so that you can be a more informed consumer of window and door products.
