International Door & Operator Industry

NOV-DEC 2013

Garage door industry magazine for garage door dealers, garage door manufacturers, garage door distributors, garage door installers, loading docks, garage door operators and openers, gates, and tools for the door industry.

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Page 68 of 131

TECHNICAL Basic Residential Door Service Call By Kevin Pettiette One of the many challenges I personally have with training a new employee is convincing him that our career path is truly a profession. This is critical because if we treat it as such, the rewards will be neverending. As door technicians, we all know the importance of using and caring for our tools. Well, I continually remind my guys to treat their brain the same way. I applaud you, the reader, for doing just that. You are investing this time to improve yourself, which is similar to sharpening a chisel before shaping wood. Let's start with the basic service call because so much opportunity grows from that frst customer contact. Understanding the importance of a frst impression, I always call each customer as I'm driving to their house. This serves several functions; obviously it lets them know I'm on the way, but it also confrms they are home. How many wasted trips have you made because the homeowner simply forgot you were coming? This communication also lets you confrm access to the garage. Maybe the customer was to leave a side door unlocked for you. A properly managed conversation also sets the tone for the meeting. I believe strongly in speaking with a smile on your face and in an upbeat tone. Both these skills will make a difference. Try calling your spouse with a puckered face and a complaining tone. Just see what that will get you when you get home. A Brief Introduction – Kevin Pettiette As a young man, eager for my life to really begin, I often asked myself questions such as: "Where should I go?" and, "What should I do?" I heard the typical sales pitches including: "Kevin, you should go to college!" I couldn't afford that then, and, my goodness, the cost of college has become so prohibitive today, it's an option that isn't even on the table for many young men and women. "Mr. Pettiette, be all you can be…join the Army!" Shoot, that sounded enticing to me. I've always wanted to be all I could be. But, I'm the son of a retired Air Force fghter pilot. It would have been blasphemous for me to 'Go Army'. While the tag line wasn't as sexy, 'Aim High' was my second consideration. Since neither of these options tickled my fancy, and I desired a quicker return on investment, blue collar was the path for me to follow. Upon arrival and hearing, "It's been a couple years since someone has serviced my door," many opportunities are introduced. First and foremost, these opportunities should all begin with the understanding and compliance of the IDA Code of Business Conduct. I'm sure we've all followed behind the company that pushes hard to replace the 2-year old opener that simply has a burned out light bulb! Do you know that guy? These and other unethical business practices hurt every one of us, as well as the public. As I sat down to ponder blue collar options, I wondered how I'd ever make the right choice. One night in early 1982, I sat down to fnish an important high school paper. It was almost completed when my typewriter broke. It was panic time! There was no way I'd complete my paper in time. Only a typewriter repairman would be able to help me. That's when it hit me, these repair guys must make lots of money, and how hard could it be? I'll be a typewriter repairman. I encourage you to take the time while servicing the door to educate the homeowner. Discuss what is safe for That is a brief description of how I got here. During the following issues, I will cover technical aspects of the residential side of the industry we know and love. The industry that keeps me excited every day to wake up and ponder, 'What will today bring? Continued on page 68 66 International Door & Operator Industry™ However, I had one other option available as I could follow my dad's second career path as a residential garage door and operator technician. Yes, you are correct; I chose the garage door road. And, after three decades in this industry, I occasionally look back at those options with amazement that I made a great decision. It was a decision that has lead to professional fulfllment, prosperity and even provided the roadwork for the next generation to follow me. Para la versión en Español, visitare

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