Our Blog
The Right to Repair Movement: Empowering Consumers and Protecting Stainability
The Right to Repair movement, a powerful force in recent years, has sparked vital discussions about consumer rights, environmental sustainability, and corporate responsibility. At its heart, this movement empowers individuals and independent repair shops by advocating for legislation that grants them the legal right and access to tools, parts, and information necessary to fix their devices, appliances, and machinery.
Paying it Forward - Helping Entrepreneurs Succeed in the Service Industry
I created the Paul MacDonald ASTI Scholarship Fund to remove financial barriers for young entrepreneurs who otherwise might not afford to attend their first ASTI. The scholarship enables them to experience this valuable event, where they can learn directly from industry leaders. This opportunity is transformative for many recipients, reshaping their business trajectory and setting them up for long-term success.
Retaining Technicians
In the ever-evolving world of business, the importance of staying proactive cannot be overstated. A recent call for advice from a dealer in the Northwest reminded me of an article I penned last year, delving into the profound implications of inaction within your service operation.
Enhancing Appliance Service Business: The Crucial Role of Online Reviews
A recent Survey reveals that 60% of self-servicing dealers overlook the importance of requesting online reviews. Is this a misstep? In my opinion, it certainly is, and I'll explain why.
ServiceSource Service Initatives
Six weeks into 2023, six members asked me what BrandSource is doing to support their members who provide appliance service and sales. Such requests cause me to believe my work is not reaching the BrandSource membership or at least the right person in a member's operation. If you are regularly asking yourself what resources are available to my service team, you might want to read an article I wrote last year on this topic.
Warranty Rate Negotiations
It’s only two months into the new year and six BrandSource members have already called, frustrated with manufacturers offering warranty rate increases of only 50 cents, although the inflation rate stands at 6.5%. The key to any successful negotiation is being prepared. There are several preparations you need to make prior to contacting a manufacturer for your annual warranty rate increase.
It’s Budget Time Again…
It's hard to believe that it's December, the last month of the 4th quarter. As 2022 comes to a close, it's time to reflect on the past and plan for the next 12 months. It's that time of year when CFOs and CEOs determine profits, losses, and tax planning strategies. It's also time for service managers to prepare 2023 budgets.
5 Steps in Negotiating Warranty Rates
Most vendors are authorized to increase your warranty rate yearly by up to a set percentage if and when you ask for an increase. The onus is on you to ask for it, add it to your calendar every year so you don't forget. Yes! Add this to your calendar right now!
The increases they award are on merit, meaning they must think that the rate increase is justified. Don't be afraid to ask for an increase but be sure to have your data to back up the cost of a truck roll and why you deserve the increase.
2023 Service Marketing PLan
To accelerate sales in the new year, you need a well-defined marketing strategy that aligns with your company's goals. Marketing typically drives revenue rather than the reverse in most successful businesses. The US Small Business Administration recommends spending 7-8% of gross income on marketing and advertising if you are doing less than $5 million a year in sales. Marketing for service operations is equally important as it is for sales.
Enough Talk Already, OWN IT!
We’ll explore 15 ways to improve your company’s efficiency that will increase billable hours and deliver margin contribution from your service offerings.
The Good, The Bad, The Ugly! No, not the movie; Warranty Service
Being warranty authorized by the manufacturer gives dealers access to new model training, service literature, and a 1-800 tech helpline.
Workflows, efficiency, satisfaction, and profitability
For any service operation to be efficient, it must have and follow clearly defined workflows. Workflows are planned and follow a specific series of events.
Do More, Make More with Commission Technicians
Commission-based pay may relieve the business of unnecessary overtime expenses by rewarding for productive, not idle time.
Something’s Not Right, but I’m Not Sure Where to Start
The Service Scorecard is comprised of 14 multiple choice questions regarding service management, operations, financial, and marketing aspects of your appliance service business.
Competition for the Service Industry is Heating Up
Simply put, the existing service networks aren’t delivering to meet the needs of the manufacturer or the consumer — self-servicing dealer networks included!
The Importance of Reviews
The sooner you ask for a review after a sales, delivery, installation, or service experience, the better the chances are you’ll get one. I am talking minutes, not days or hours, after leaving the customer’s home.
Efficiency = Profits
Whether in warranty or not, the goal is to accomplish this by repairing a household malfunctioning appliance.
Measure for Success
Two of my top management measuring tools in service operations are separate department financial statements and technician Key Performance Indicators or KPI.