Meet the Dulux Specifier LiveChat experts

Dulux Specifier LiveChat is a quick, convenient way to connect with an expert for fast answers to all your product and project specification questions. Designed to meet the needs of architects, specifiers, designers and builders, you can ask our LiveChat team for general advice, get recommendations on coatings systems across a range of substrates, request technical data, or check a product’s compliance with performance standards.

Busily responding to scores of LiveChat queries each day, Cindy Suen has discovered there’s always something new to learn in the world of coatings. While her current knowledge is almost encyclopaedic, she’s always keen to attend training sessions to learn more about the latest innovations in coatings technology. “Before I started my journey with Dulux, I didn’t realise how much there was to know about paint!” she confesses. “But the brain is a clever instrument, it will retain the information you use often. I can answer most common product specification questions on the spot.” Cindy is certainly well qualified to assist DuSpec+ users with their questions and queries. She has worked for Dulux for six years, spending most of her time out in the field assisting clients with custom specifications for Dulux Acratex®.

Cindy is a degree-qualified chemist with 15 years experience in environmental science. Cindy mainly assists architects and designers who are engaged in commercial, industrial and infrastructure projects. She backs her advice with specifications for approved coatings systems that have been tried, tested and proven to perform. “We don’t just receive questions about paint. We also get substrate-driven enquiries about Dulux Acratex®, Fosroc, Dulux Powder Coatings and our woodcare range including Intergrain, Feast Watson and Cabot’s. We support customers by providing approved systems and specification advice across the full Dulux product offering,” Cindy says. Cindy likes to keep every client’s project moving forward, calling on her colleagues in the wider LiveChat team when needed. “It’s great to be able to tap into other resources to offer an extra layer of knowledge. If we can’t solve a client’s issue on the spot, we always offer them a way forward, sometimes referring to them for a phone chat with a product or technical specialist.”

When it comes to paints and coatings, there’s very little David Jarvis doesn’t know. He’s been in the industry for four decades, starting his working life in paint and coatings customer service in the mid-'80s. Quickly rising through the ranks, he managed stores in several locations before becoming Store Manager of the Dulux Trade Centre in Taren Point, NSW. Now, David puts his expertise to work as a senior member of our LiveChat team.

Architects, designers, specifiers and builders can connect with David via LiveChat when they have questions or need expert advice. David talks to clients about the unique requirements of their project and provides the best product recommendations. He also points clients in the right direction when they need technical datasheets or a specification for a full coatings system.

He says customers love the convenience of specifying with DuSpec+. “If I have a client specifying coatings for a shopping centre, they can go to DuSpec+ and search for a specification for the walls, cut and paste it into their project, and then that section is filled out,” David says. “Then they can look at the structural steel, populate that and so on. It’s a handy tool.” David is experienced at juggling several enquiries, while always being sure to provide detailed and accurate responses. Some clients simply have a quick question, but others have more complex challenges requiring extra assistance and sometimes a chat on the phone. “I can answer most questions and if not, I reach out to our wider specification support team to make sure I accurately resolve the client enquiry.”

David regularly speaks to the chemists in the Dulux lab, keeping his technical knowledge up to date. He also chats with Dulux representatives serving clients out in the field and reporting back on real-life examples of product performance. There is great rapport among the LiveChat team, as they bounce ideas off each other to help solve specification queries. “I really enjoy helping clients in LiveChat because it’s a friendly and accessible option. I like providing the right advice and knowing they’re going away happy,” he says.