With over 30 years at Conval-Aid, Goeff Duncan is an important and incredibly experienced member of our family business. He’s held the position of Sales Manager since 2004 but learned the ropes first as a shipper-receiver. He then advanced to inside sales and administration and finally to outside sales.
Conval-Aid Has Evolved
Today there are many more high-quality mobility products available than there were back in the 80s. Geoff notes, “We used to fit people to chairs, and now we fit chairs to people.”
A Typical Workday
Although he’s familiar with all our products, Geoff specializes in geriatric wheelchairs. His workdays center around client needs — following up on custom orders with the service department, replying to emails, invoicing, and preparing chairs for new clients. However, there’s no such thing as a typical day because he never knows who will call requesting help.
Answering Customers’ Needs
Potential clients often begin “Dad (or Mom) needs…” or “I was wondering….” Geoff asks a series of questions to clarify the information they’re looking for, starting with the wheelchair’s purpose. (For example, a common discussion revolves around the functionality of a transport wheelchair, which is a compact, foldable unit. While it’s handy when the user has to get from their car into a building for an appointment, it is not designed to sit in 14-18 hours a day.)
Finances are often an area of concern for clients. If a wheelchair is needed only short-term (perhaps during recovery from a broken leg or hip surgery), he’ll discuss the possibility of rental. If a purchase is the best option, he asks if the customer would like help applying for funding. Geoff can advise about provincial assistance, as well as third-party sources.
Long-term needs are important, too. Someone with MS or Parkinson’s, for example, is facing a progressive disease. Geoff carefully considers not only what the client needs now, but also how their requirements are likely to change. His goal is to avoid the possibility of someone calling back in six months to say, “I need something different. This isn’t working anymore.”
Questions From Occupational Therapists
Geoff and his colleagues at Conval-Aid also receive many inquiries from occupational therapists. Typically, OTs already have a desired outcome in mind, so they focus on how specific products might suit clients’ individual requirements. For example, does a certain wheelchair back provide adequate lateral support? Geoff works collaboratively with health professionals, going through a series of products to determine which will best meet an identified need.
The Conval-Aid Difference
Geoff is incredibly proud to offer a unique, customized service to his clients. He points out a major advantage of dealing with Conval-Aid: we buy directly from the manufacturers. That means we supply a higher quality product, with guaranteed access to parts in the future. What’s more, we have a dedicated service department, so we service everything we sell.
But another feature truly makes Conval-Aid’s service stand out. When you phone the company, you won’t have to leave a message. A live person will assist you and give you their full attention.
Geoff’s words say it all, “We’re in this business to help people. Our goal is to make people’s life better.”
Want To Work With Geoff?
If you think Geoff would be a perfect fit for you, book an appointment and ask for him. Or you can call 613-738-2721 and input Geoff’s extension number.
