Good Technical Support for Your Team is the Best Type of Risk Management

By Cayden Wemple. 

Jimmy Akins of Polyglass helps us understand why offering strong technical support is beneficial all around.  

As the industry continues to evolve, offering technical support for your team members and your customers is an asset for your business. Jimmy Akins of Polyglass recently sat down with Heidi J. Ellsworth on an episode of Roofing Road Trips to discuss the importance of about a strong technical support system. 

When your employees feel supported and get the technical guidance they need, it helps you retain them. Everyone knows that in this economic climate, it can be extremely difficult to keep employees. Ensuring your employees are knowledgeable about their projects encourages their confidence. 

“The sales rep does a great job going out, finding the projects, and getting them sold, and running with the distribution, et cetera. And then, the tech guy's out there maintaining those relationships,” Jimmy explained. “And we're helping the contractor through their pitfalls. We're helping them land jobs. We're helping them write specs, teaching them how to write specs, why a modified membrane works a little better than maybe some of the other options, as your single ply or a foam sprayed out west.  It is a partnership.”  

“Polyglass for me... it's been like a family,” Jimmy told Heidi. “So when we see the family slipping, they need some help with training, we just pull them aside, and we work it out. We find a way. And we're unique in that we've been able to do that. Currently, I have 18 tech reps nationwide now. Marketing has created a customer success team. There's about four or five of them that offer white glove service to the customers and the contractors.” 

Listen to the whole conversation about technical support here.