What’s in Your Training Toolbox?

Published by Christy Reed on November 4, 2025November 4, 2025

What’s in Your Training Toolbox?

Barbara Brennan

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Imagine that a technician comes to your door. You know he’s at your house to make a repair, and you’re impressed at how quickly the appointment was set and he arrived. He introduces himself, and you notice he’s very polite. As you invite him into your house, though, you notice something: He has nothing in his hands. No tablet or paperwork to consult, no tool bag, not even a tool belt or screwdriver tucked in his pocket.

What’s your confidence level in his abilities?

If you’re a hearth retailer, I’d venture to guess that each of your technicians has a box or bag with an assortment of tools in it. Without tools, technicians are highly unlikely to get to the point where they can troubleshoot problems. Some fireplaces require a tool to even open the glass. Flashlights and ladders are also tools. Other types of tools have even been used before a technician arrives—perhaps a customer management system, a questionnaire to learn about the customer’s problem, or even a map app to find the house.

Tools can be all kinds of things, but they’re fundamentally helpers to get jobs done. That’s why tools can even be training. Indeed, training is possibly the most valuable tool of all. But despite how critical it is for success, many of us—myself included—have fallen short in training our teams. Let’s look at why this happens, how to get started with the basics, and where to find the resources that will build your team’s toolbox.

Indeed, training is possibly the most valuable tool of all.

The Cost of Not Having Tools

Having been a hearth dealer for 15 years, I shake my head sadly as I remember how many employees started work on my team without any tools. In the beginning, I didn’t really know better. As time went on, I learned more and developed tools for my own use, but I didn’t always share them or even use what I had effectively.

Providing tools is something that should happen for every employee from day one. Yet how many of us fall into the same trap I did?

Maybe it’s because tools can be expensive. We don’t all have the financial means to have a vast assortment of tools. But when there are limited finances, it’s even more important to take the time to assess which are the most important tools to have. What is it that will enable team members to achieve the best results in the tasks they need to do? Again, the answer to that question can often be summed up in one word: training.

The cost of not training our teams isn’t just inefficiency—it’s lost confidence, missed opportunities, and frustrated employees who aren’t living up to their potential. So before you invest in advanced training or expensive equipment, start by ensuring every team member has access to the foundational knowledge they need to succeed.

The cost of not training our teams isn't just inefficiency— it's lost confidence, missed opportunities, and frustrated employees who aren’t living up to their potential.

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Start With the Basics

Many times, we need to go back to the basics. Consider a “basic training” program for staff that includes must-have industry knowledge—not only to install or troubleshoot safely and efficiently, but to sell appropriately and assist your customers as a professional.

One tool I’m happy to say I did use was provided for free by our Hearth, Patio & Barbecue Association (HPBA) Affiliate. It’s an online course called Hearth 101, and it’s part of the He@rth Online Training program produced by NFI. It teaches users about the basics of fire and hearth products.

New employees may think they already have this knowledge, but their information is often incorrect. Others may not want to admit to their ignorance on topics that seem so simple. Regardless of their backgrounds, we should assume nothing and start with the basics, providing our team members with the proper training tools to explore and understand the world of fire.

Regardless of their backgrounds, we should assume nothing and start with the basics, providing our team members with the proper training tools to explore and understand the world of fire.

Build Your Toolbox

Unfortunately, I don’t think we have an industry-wide catalog of all the training tools available to us. Given that, I’ve compiled a list of resources below for your convenience:

Manufacturer Training: Many manufacturers have their own training courses online, as well as offering factory training or annual events. Sometimes this is done in combination with distributors, so don’t overlook those opportunities.
HPBA Affiliates: HPBA Affiliates provide annual training. While annual events may seem to require a significant investment, remember that a true investment will pay you dividends in the long run.
Hearth, Patio & Barbecue Educational Foundation (HPBEF): HPBEF has a wide range of courses available and packages for modest pricing.
HPBA Expo: HPBA Expo has offered a lot of free education in recent years. Again, there’s an investment involved, but it can be well worth it not only in classes, but in the experiences of seeing products hands-on and networking.
Certification Programs: Certification programs are available through several organizations, including the National Fireplace Institute (NFI), the Chimney Safety Institute of America (CSIA), the National Chimney Sweep Guild (NCSG), and the National Fire Protection Association (NFPA). These should not be viewed as the basic training programs, but they’re a wonderful goal for those who are in the industry for the long haul. Maintaining the certifications ensures you continue to grow your toolbox.
Websites: Websites can be informative as well as direct you to other resources. Manufacturers often have dealer logins on their websites that are full of resources, but don’t underestimate the websites that anyone can access. This will help in learning the mindset of the customer. Some of those sites include Burn Wise and We Love Fire, as well as HPBA and affiliate sites.
The Fire Time Magazine: Another great tool is the one you’re reading right now! You can find a lot of helpful information in the articles, and they’re available as a podcast as well as electronically and in print.

Of course, this list isn’t exhaustive, and not every resource will apply to every business. But the key is to assess your team’s specific needs and stock your toolbox with resources that match those needs—then keep looking for more as your business grows and changes.

You Can’t Have Too Many Tools

A full toolbox that’s left in a truck—or worse yet, stuck in the back of a closet or warehouse—is no good. Tools of all sorts are made to be useful. Sure, you may not use every tool every day, but you need to know what tools you have to be able to find the right one when you need it. Don’t neglect your tools.

From my mechanic father and my handyman-technician husband, I’ve learned you can’t have too many tools. Let’s all take the time to find the right tools for the job and use them for the benefit of our teams, our customers, and our industry.