Joao's Tutorials, essential technical advice and tips for carpentry

Initially designed to effectively respond to the challenges posed by the context of the COVID-19 pandemic and its periods of confinement, these tutorials offer essential technical advice and tips in a succinct three-minute format. And nothing predisposed these tutorials to this growing success…

Joao Alves is Technical Manager within the Lorillard Group; passionate about his profession, in 2020, he was chosen by the Communication department to headline a series of tutorials with the aim of “demystifying” the technical aspects of carpentry, thus making them accessible and offering support valuable to dealers in the Lorenove network through videos. Their introduction marked a turning point, offering a practical and accessible solution to dealers, in particular with the creation of the first 2 tutorials on taking quotes remotely during the period of the COVID-19 pandemic. Today these tutorials have more than 280.000 views, and the top 5 most viewed videos address issues such as adjusting a tilt-and-turn window, unlocking a 45-degree handle, adjusting a window having difficulty closing, the problem of closing a tilt-and-turn window and unblocking a flag window.

When pedagogy goes viral

« We published these tutorials on our YouTube channel, and quickly, people outside the network, including craftsmen and individuals, began contacting us to ask for help on other topics, ask questions which we answered and even thank us for making these tutorials available,” explains Joao. “We quickly noticed a growing enthusiasm and realized that these videos were very appreciated for their practical and educational side »

The clarity, simplicity and effectiveness of these videos quickly won over not only the professionals of the Lorenove network but also their clients. Building on this success, other tutorials have been developed for Lorillard's BtoB brands and distributed for two years.

The dazzling success of these videos was based on their ability to make technical procedures accessible. This success far exceeds initial expectations, transforming “Les Tutos de Joao” into a valuable educational tool, used well beyond the borders of the network, to guide and support clients and professionals in resolving their difficulties.

Currently, 20 episodes are available online. These videos are filmed and posted online at a rate of one per month, with the exception of holiday periods. The topics covered mainly concern products designed by the Group, such as joinery, entrance doors and roller shutters. In particular, two episodes are ready to be broadcast shortly, focusing on Fusia joinery.

In addition, a next series is being prepared, addressing subjects such as replacing glazing on PVC, wood or aluminum joinery, or how to deglaze, how to wedge the glazing of a sagging window, etc.

« Many cases of after-sales intervention have found their solution thanks to the tutorials. Take the example of the flag window, whose leaf pivots on a low horizontal axis and a vertical axis, the intervention of our technicians has become almost useless. By directing our customers to the tutorials to follow the instructions, they manage to repair the window by themselves. We are seeing a significant drop in calls for this type of after-sales service,” explains Joao. “I encourage craftsmen and customers to ask us their questions, we read them and take the time necessary to answer them. They can also offer us ideas for new tutorials based on their recurring needs. ».

This example, like others, perfectly illustrates the effectiveness of Joao's tutorials, transforming complex situations into simple and autonomous interventions for customers and craftsmen. The fact that these tutorials significantly reduce after-sales service requests confirms their clarity, precision, and practical usefulness. They offer not only a learning tool but also an empowerment solution for users, making them capable of solving specific technical problems without external assistance. It is an approach that values ​​understanding and independence, thereby reducing costs and time spent by technical services, while increasing customer satisfaction. To see or rewatch “Les Tutos de Joao” it’s here: Playlist “Les Tutos de Joao”