We’re pleased to announce another incredible addition to our OneAV team. Joe Fletcher, our new head of technical services and product training department has taken a few minutes out to chat to our copywriter, Kirsty Jennings. Let’s find out what makes Joe tick and how his entrance to the company is going to benefit all parties involved.
You previously worked at HDANYWHERE as a product trainer. How did you come to join OneAV?
I worked closely with OneAV when I was at HDANYWHERE, and when the opportunity came up, I found that to be very exciting for me. I know one bit of the industry very well, but I’m not so good on other things so I saw it as an opportunity to expand.
Tell me about your role
Basically, I’m now in charge of all technical support, so managing the technical support team for OneAV, I’ll also be delivering all of the training, bringing on board new brands, and any gaps that might be in our products.
What are your plans for your department?
The first big thing we’re doing is we’re going to do a training tour. We’ve chosen four of our key brands and myself and some of the team are going to go around the country and visit installers and show them how you can use these products to do a whole home. So, previously my training has always been on one product, and this time I’m going to be talking about how you can kit a whole house out and how we would suggest approaching it, what products we’d use and why we’d use them. So it’s more about how you can use OneAV’s product range to get around problems.
Also we’re going to hit areas of the country we’ve never been to before. We’ve never been to Scotland, but I’ve been there a lot with HDANYWHERE and they’ve always been really good with events, so we’re starting off north and working our way down because we feel like we haven’t really serviced the north.
What would you like to achieve?
When I worked at HDANYWHERE, we were regarded as having the absolute, top-notch customer support, and it’s easier to support customers when it’s about a few select products. What I’m looking to do, is to provide our customers with that level of technical support that they expect, but for a huge range of products. Any questions they have, any problems they’ve got themselves into, any advice they need, we’re the guys to come to.
What advice can you give to our new customers?
What we see is a lot of guys trying to get into this industry and the best thing they can do is put the products into their own house. Basically, get it, try it, and learn it because it’s all about confidence. It’s very hard to sell your customers something if you’re not confident yourself. I always say if you don’t already have it in your house, then get it so that you can relay a true opinion to your customers.
5 years down the line, what do you see for OneAV?
I want to see us doing products that the installers haven’t even thought about. A lot of our focus at the moment is looking at products and solutions to provide to our customers that they haven’t even considered that they need. Services that they didn’t realise they could offer their customers. So we can say to them “you could do this with this product, you could be improving this aspect of…”.
I think it’s really important to always be looking at the new things. We don’t want to be the same as all of the other distributors. I think other distributors have their range of products and it’s very safe, and we’ll be looking at some things that are a bit more out there.
What are your biggest professional challenges?
Personally, something I tend to do is I get sidetracked, especially with training. Sometimes on training days I’ve got through half of the material because I like talking about our products, and the audience is interested so we’ve ended up having a discussion or a debate about them.
My biggest challenge at the moment is getting my head around so much technology. I’ve had 5 years now of focusing very firmly on one thing (or at least very similar things) and now I’ve got so many to keep track of.
Another problem I face is, part of my job as a trainer is that I’ve got to highlight the weaknesses in everyone else. So I’ve not only got to be aware of what I don’t know, but I’ve got to be aware of what everyone else doesn’t know and fill the gaps. I’m lucky because the sales guys are really good and like me, they don’t like not knowing something. I enjoy learning about things and I enjoy teaching things, but it can be a bit of a challenge at times.
Describe your job role in three words
Finally, so our customers (and staff members) can get to know you better, name your favourite:
When I’m on a ketogenic diet (which is most of the time), it’s got to be cheese. When I’m not it’s burgers.
My favourite song is Lazarus – Porcupine Tree
My favourite film has got to be Spinal Tap
Thanks for taking the time out to come and chat to me, Joe!
We’re really excited to have Joe on board and now we’ve heard it from the man himself, we can’t wait to see what he has in store for the future of OneAV!