The home heating oil industry has a long and proud history, and Fuel Oil News has been there supporting it since 1935. It is an industry that has faced many challenges during that time. In its 77th year, Fuel Oil News is doing more than just holding
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50 AUGUST 2015 | FUEL OIL NEWS | www.fueloilnews.com BIO: Charlie Bursey began his long career in the oil heating indus- try in 1963. He has delivered coal, kerosene and oil and serviced heating and cooling equipment. He has also man- aged service departments, worked for a manufacturer and currently works with F.W. Webb, Warwick, R.I. He is a recipient of the Association of Oil & Energy Service Professionals' prestigious Hugh McKee Award for making an outstanding contri- bution to the fuel oil industry; having had an understanding and cooperation with his/her fellowman; and having unselfishly aided the industry in education and related activities. CONTACT: ChasBursey@aol.com Charles Bursey, Sr. SERVICE l F O N M any of you may wonder about the person referred to as the Rep.—what his or her job really is. In this column I will try my best to offer the answers to the above title. First of all, no matter what profession we are in, we are all representa- tives of something. If you are a service technician, you too are considered a rep. You're considered not only someone with good trade skills, but you are also the voice and image of the company that employs you. You can either increase or decrease the value of both yourself and the company, simple by the way that you meet the customer's needs. Did we show up on time, arrive clean, did we listen to the customer and lastly did we address the problems? A manufacture representative. He or she is a person that we often reach out too when there is a particular issue with the product or products they represent. We may also call them when it comes to a job that requires a particular product application or design. On many occasions during my career I have reached out to repre- sentatives to help me to come up with the right material and sizing with a particular job, and I have never been asked to pay for their services. Most representatives will also visit to the job site to help troubleshoot a particular service issue. I have also found, from talking to reps over the years, that often it is not their product causing the problem but the application. Sometimes, we may be expecting a product to do something that it is not designed to do, and the rep may also make a suggestion that will help to correct a particular service problem. One of the issues we often encounter is determin- ing just who is the correct person or contact number to call when assistance is needed. Keep in mind that there are a couple different rep categories. There is the fac- tory direct representative and the manufacture's product rep agent. The difference between two is that one may represent several products and the other, generally, is product specific. For my money, what is most impor- tant is that either is able to help us in the time of need. I also think that those who keep us informed of their product updates are the most helpful. Just think, for example, of the changes in hydronic controls industry we have experienced and where we would be if we were not kept informed of the changes by the representative's? There are several opportunities in which to meet your product representatives, and one of the best is to attend one of the many trade shows or conventions that are held on an annual basis. I recently attended two events: the 2015 Oil and Energy Service Professionals Convention and the New England Fuel Institute Expo. At both of these events I not only picked up some additional technical informa- tion, but several of the manufacturer representatives held training programs that I noticed were filled to capacity. Many of you have particular suppliers that have their own sales representatives that you meet and buy from on a regular basis, and you may also ask for their support on occasion. These same suppliers often send their sales staff and counter personnel to product update training classes that are supported by the manufactures or the manufacturers' representatives. This is another place where product reps schedule their training pro- grams on a regular basis along with what is referred to as a product counter day. I will close with a Charles Dickens quote that I recently read: "No one is useless in this world who lightens the burdens of others." Who or What Is a Rep? Webb NH Expo Sept. 1 st , 2015 The third annual FW Webb NH Expo will be held at New Hampshire Motor Speedway in Loudon NH. Contact Ray DiPirro for details and sponsorships at 781.665.1967 or rd@fwwebb.com F.W. Webb Company You're Invited! 16 th New York Expo Thursday, September 17, 12-6pm at Michael's Banquet House, Route 9, Latham, off The Northway at Exit 7 For details contact Ray DiPirro 781 665-1967 Hamco Tank Systems • Transfer pumps • SL tank cleaning system • 5" & 20" Sludge/water isolators • Bio-fuels compatible w w w . h a m c o t a n k s y s t e m s . c o m 6 0 3 . 8 7 8 . 0 5 8 5