Impressions - October 2017 - 44

Training QUESTionS
Be mindful of dealers who just want to make a sale and move on. Find a dealer who has your best
interest in mind and will be available after the sale. To determine this, ask the following questions:
1. Is training available for the equipment you are buying? If not, why? Do other dealers offer
training? If so, what does it entail?
2. What is the nature of the training and what is typical protocol? Don't assume every dealer
offers the same training.
3. What needs to be done prior to the trainer's arrival? Knowing this is important to ensure
your training is as effective as possible.
4. What does after-the-sale support look like? What happens if you need it in two years? Does
your dealer offer continuing education or "how-to" articles?

Maybe you can get the information you
need via a webinar or phone call. Part
of the problem with on-site training
is the tendency to "pass the buck" to
the trainer to teach everything. This is
highly ineffective.
As a consumer, spend as much time as
possible learning about your equipment.
If possible, set up your DTG printer
prior to training. Don't be afraid to make
mistakes while learning the basics so that
when the trainer comes, you can ask questions and absorb more information due
to your familiarity with the equipment.
Help the trainer help you, and you'll be
much more effective in the end.
Setting Expectations
Get clear details regarding everything
training entails, including the procedure.
Remember to listen and ask questions
in an attempt to "feel out" the experience. Not all distributors actually offer
what they advertise, so it's important to
clarify what you will receive when you
make a deal.
Is training done on site? If so, when
will the trainer arrive, how long will
he be there and what should you do
beforehand? Will training be conducted
via a webinar or phone call? What is the
training duration? Does the distributor
prefer that you visit its location? If so,
find out why, who's paying for the visit
and what else it includes.
When discussing these issues, make
eye contact with the rep and try to read
his responses. It's sometimes easy to tell
if you're being misled, and if you get
that indication, ask for a referral from
a previous customer. Ask that person
about the training experience.
Remember, dealers that offer training
P.44

are doing so for the benefit of both parties
involved.They want to partner with you
for future business, so it's important to a
good dealer that their customers have a
good experience.To be honest, it's impossible to please everyone and I've never
met a dealer with 100% satisfaction rates.
However, it's still important to clarify
what is offered during training so you
can adjust your expectations accordingly.
Customer support is another element
of training. It can come in many forms,
as long as it has one goal: answering your
questions in a timely and effective manner.This can be done over the phone or
via online content. However, remember
that both methods can be time consuming. For the latter, look for concise,
relevant and to-the-point information.

It's important to clarify what
is offered during training
so you can adjust your
expectations accordingly.

i m p r e s s i o n s m a g . c o m OCT./NOV. 2017

Get clear
details
regarding
everything
training entails,
including the
procedure.
Remember to ask your DTG dealer
about support after the sale and check
out the resources. This can go a long
way toward continuing education and
helping to troubleshoot on-the-fly issues.
Training is a valuable service for you,
the consumer. Think of it as such and
don't take it for granted. Educate yourself and prepare for the training so you
can absorb it and get the best benefit.
However, remember that trainers are
there to help, not hold your hand. 
John LeDrew is the DTG director for Melco Intl. He
has worked professionally in garment decoration
since 2006, managing accounts and overseeing
production for some of the world's largest brands
and retailers. For more information or to comment
on this article, contact John via LinkedIn.

http://www.impressionsmag.com

Impressions - October 2017

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