In this podcast episode, Bryan and Mike Layton of Shore Distributors explain how HVAC contractors and distributors can build a great partnership. Shore Distributors is a wholesaler in Maryland that carries Carrier, Bryant, and Payne.

The job of a territory manager is to help HVAC contractors, so they're there to help contractors. The territory manager's job is to help set contractors and dealers up for success, so they don't feel burdened by questions because it's their job to answer them. Territory managers know that the goal of business is to make money, so they understand the importance of moving boxes and making sales. That said, contractors who move boxes tend to make the rules and have access to privileges.

Warranty returns are a bit of a touchy subject; distributors tend to give contractors the benefit of the doubt and are generally willing to replace the part as long as you supply the correct information. However, Mike believes that the 10-year parts warranty has been detrimental to business.

End-user satisfaction is a goal we can all strive for. HVAC contractors can be more thorough when completing their jobs and setting up equipment; when installers take their time and explain proper use to the owner, they increase customer satisfaction. When HVAC contractors succeed, distributors succeed and can keep providing service to top contractors.

Overall, a healthy contractor-distributor relationship has mutual trust built on dependability. Distributors need to be dependable and available to help the contractors they serve.

Mike and Bryan also discuss:

• A day in the life of a distribution role
• Ego vs. results
• Contractors that abuse warranties
• Vetting techs and holding them accountable
• Controls
• What installers can do better
• Inverter products
• Understanding each other

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