As director of Customer Service and a third-generation member of the Unico business, Brian Intagliata has spent years working closely with contractors across the country. In honor of Contractor Appreciation Day on June 22, we sat down with him to discuss the important role Unico Preferred Contractors play in delivering exceptional customer experiences and helping drive the company's success.
The Critical Role of Unico Preferred Contractors
Why Contractors Shape the Customer Experience
Q: Why are Unico Preferred Contractors such an important part of delivering a positive customer experience?
Brian: These are the front-line representatives of not just our product, but our company as well. We count on them to introduce the end user to the product and give them a positive first impression of Unico.
What Makes a Successful Unico Contractor?
Q: What qualities do you see in the contractors who are most successful with Unico products?
Brian: They make the investment to do the trainings, whether it's online, in the field with our reps / distributors or coming to the factory, they make sure that they know the product and can not only install the product but be able to talk comfortably and confidently to the customers.
Protecting the Quality and Reputation of the Unico Brand
Q: How do Unico Preferred Contractors help us uphold the quality and reputation of the Unico brand?
Brian: Our UPC's are great companies first and foremost to begin with. They know the value of being responsive and not cutting corners to provide the end users with a great installation and make sure they're getting what they pay for.
How Contractors Help Drive Continuous Improvement
Feedback from the Field Helps Us Improve
Q: What feedback do we hear most often from contractors about working with Unico?
Brian: The support that we provide. Contractors who have not worked with us before are always surprised by how quickly they can get a hold of someone to get answers and support - from Sales and Marketing to Customer Service.
How Contractor Feedback Shapes Our Products and Services
Q: How do our contractors help us identify opportunities to improve our products, support, or processes?
Brian: We take suggestions from our guys all the time. They're the ones out there working in the attics, basements and crawlspaces to install our system, so they know firsthand what works for them and what doesn't and when we have suggestions from the field, we take that very seriously.
Supporting Contractors Through Industry Challenges
Q: What are some of the biggest challenges contractors face, and how does Unico help support them?
Brian: There is no shortage of challenges that contractors face, from rising prices, hiring and keeping good technicians, to government regulation, so we just try to make using our product and getting support for our product as easy as possible. Making sure they can get answers quickly, to providing free services like design service and various trainings. We can't fix every challenge these guys face, but we can make sure that when they use our product, we are not one of the challenges they have to face.
Why Contractors Are the Foundation of Unico's Success
The Role Contractors Play in Unico's Success
Q: How have our Unico Preferred Contractors contributed to the success of Unico over the years?
Brian: They are THE reason for our success. Without them, we would never be where we are at today.
Valuable Resources for Unico Preferred Contractors
Q: What resources or programs have been most valuable to our contractor partners?
Brian: I think over the years our training programs and local reps have been huge resources for them. The reps are out in the field as well, doing trainings, working with contractors on tough projects and being an extension of Unico and this goes a long way with them.
Strengthening Contractor Relationships for the Future
Q: What opportunities do you see for strengthening the relationship between Unico and our Unico Preferred Contractors in the future?
Brian: Just making sure we're staying in communication and making sure they know they're being heard with suggestions and maintaining the support they have come to know and expect over the years.
A Message for Contractor Appreciation Day
Q: On Contractor Appreciation Day, what message would you like to share with our Unico Preferred Contractors?
Brian: Thank you! As mentioned above, we would not be where we are without our contractor partners!
Thank You to Our Unico Preferred Contractors
As Contractor Appreciation Day reminds us, the success of the Unico brand has always been built on strong partnerships. From introducing customers to our products and delivering quality installations to providing valuable feedback that helps us improve, our Unico Preferred Contractors play a vital role in everything we do. We are grateful for their trust, expertise, and commitment to excellence, and we look forward to continuing to grow and succeed together for many years to come.
