A Mobility Consultant Ensures Customer Satisfaction

BraunAbility Dealers are committed to being the top resource for wheelchair vans and wheelchair lifts. Unlike the auto industry where any vehicle on the lot may work for a car buyer, our customers have specific needs and only specific products will provide the freedom they seek. As a mobility client, you need a personal needs assessment with prescribed solutions. Your mobility consultant is your freedom provider.

Because of the growth in our industry these last several years, our mobility dealers have added more staff to provide you personal attention and proper needs assessments. To ensure the right product fits your specific application, mobility consultants must be thoroughly trained in several areas. At our corporate headquarters, we just concluded another successful class in training mobility experts, a two-day training program for 33 BraunAbility Dealer mobility consultants. Mobility dealers from Oregon to Florida to New York sent their people to Winamac, IN, a small rural town of 3,500 people and two-hour drive from the closest airports. Winamac is definitely not an easy place to get to, but our dealers are happy to make the trip regardless. They see the value in these classes, as the information will help them better serve you.

The first segment of the training focused on “Becoming a Mobility Expert.” The content addresses the specific roles of the mobility consultant from identifying your needs, consultative communication, meeting your expectations, to ensuring your satisfaction. The attendees participated in group exercises and role-playing to apply the knowledge to real-world scenarios. Many of you may have had life-changing experiences and you may not be sure how to communicate your needs. Or, you may not even be aware of what options are available to improve your quality of life. Our program stresses that our dealer mobility consultants must focus on your needs first – only from there can they help you design a mobility system that will meet your needs.

Mobility consultant training at BraunAbilityThe attendees were then trained on the broad spectrum of BraunAbility products available. In order to provide the best solution for your individual needs, the mobility consultant must thoroughly understand features, benefits, limitations, and appropriate application of each BraunAbility product. Whether it’s our CompanionVan RE wheelchair van conversion which enters through the rear door or a Vangater wheelchair lift in the side door of a full size van, our mobility consultants can recommend the product that fits your precise needs and budget.

For a behind-the-scenes view of the quality and care that goes into each product, the class toured the manufacturing and vehicle assembly plants. The tours are always a favorite. One participant stated, “You (BraunAbility) consistently build excellent vehicles and your manufacturing technology helps sell this.”

After learning about BraunAbility products inside-out, the class is then instructed on all the resources available for the dealers. The most utilized tool is our web-based information hub, Dealer Depot. Our dealers have instant access to product inventory, technical specifications and support, training, and countless other features that are available any time of day or night. The class also learns about different financing options to assist you in the purchase and services after the sale.

Another highlight is the opportunity to interact with the person who started it all, Ralph Braun. Since Ralph is committed to providing products that offer freedom, he is very much involved in BraunAbility’s mission on a daily basis. Our class shared lunch with the founder-CEO, followed by a discussion on the mobility industry and our future plans. It easy to see his passion become contagious when people hear his story and personal experiences. He created the first Braun product for his personal mobility and continues to ensure that freedom for himself and his customers.

It’s a lot of information in two short days but the attendees deem it worthwhile. We survey our attendees from each class to continue our improvements. After reviewing all the feedback, we just may have to expand to three days to fit it all in! We’re proud of our dealer network, products, team members, facilities, and our rich company history. So we have to be creative for future classes – we don’t want to shortchange our attendees, our dealers, and most importantly you, the customer.

A recent graduate of program, John Muncy of Ilderton Conversions, commented in his survey, “I am always touched at how people are moved when they get a BraunAbility van or product. Makes me feel good about my job and my role.”

Thanks John – hearing you say that makes us feel good about our jobs and our roles!