It is widely understood that body armor, when used correctly, has the potential to save lives. But what does correct use actually mean? And how can companies ensure the products they deliver are handled appropriately? At Milipol Paris, BodyArmorNews.com learned more about the importance of training protocols in the defense industry.
Avon Protection
Cedric Germain, Regional Sales Director for Avon Protection, spoke extensively about their increased promotion of training protocols as part of their offerings. With 140 years of expertise, Avon Protection stresses the cruciality of education in the defense industry.
Germain characterizes this growing need for training as somewhat of a learning curve for Avon. “Training was not something that was always part of Avon’s DNA. But it’s always been part of our DNA to serve our customer”.
Their initial foray into training operated more on the basis of “goodwill”. Germain describes how this more informal idea of “‘I will go and train people’” quickly evolved into a system of its own. Now, training is organized and split by departments. The dominant philosophy is to “train the trainer”: representatives of Avon provide information and practical demonstrations to leaders in the army or police force who are then equipped to “train their own troops”.
This system has proven efficient in guaranteeing the success of Avon’s MITR system. This innovative product provides a respiratory solution with seamless integration between parts, ensuring a perfect fit for maximum comfort. This product, like many respiratory devices, is complex in its set up and benefits greatly from the training program in place.
And while training all but guarantees successful use, it does little to ensure proper upkeep. This is where servicing comes in. Avon also provides support on proper maintenance and storage practices. This helps to support users beyond just initial instructions.
The results are, to Germain, well worth the effort. “People buy equipment from Avon, because they know it’s great equipment, but we can also say they buy because they know that, post-delivery, they’re going to get the best after-sale support.” In other words, customers are attracted to the idea of continued support from manufacturers who provide unparalleled expertise not found elsewhere in the industry.
Point Blank Industries
Speaking with Michael Haynes, Director of Product and Brand Development at Point Blank Enterprises, similar testimonials about the importance of training emerge. Haynes shares how one of the biggest learning experiences throughout his time in the industry has been the importance of “getting the right information to the customer”. The more “technical aspects” of the industry are seldom shared with, say, the “regular person wearing armor every day”.
His personal approach, and that of many companies, is similar to the goodwill practices described by Germain. He takes the time to “go talk to” officers out “on the street”, hoping to resolve what he describes as an “astounding” absence of information.
But Point Blank itself is making a strong effort to educate – both for end users and internally. Training for salespeople emphasizes the importance of advertising body armor in terms of its real benefits, never overselling its protective potential. Simultaneously, marketing materials aim to provide end users with crucial information on product use and upkeep.
Training and servicing support provision has the potential to become a major competitive advantage. As more companies begin to see the benefit of truly educating their users, the advantages will extend far beyond any individual firm. When the product is defense, the gain is always protection – of soldiers, of police officers and of their families waiting at home.
