News from United Servicers Association

October 2010

The e-Servicer

Monthly communication from United Servicers Association

Greetings!

The first frost usually happens in October in the North Temperate Zone. Leaves change to their Halloween brilliant colors, and begin to fall, making the ground a beautiful haven of color. The farmers have to finish harvesting of the crops, but winter isn't here yet. The cold won't stay. In fact, we will still have warm days ahead. In some parts, apples and grapes are still on the trees and vines. Football usually dominates the sports scene in October. The hockey season also begins and the World Series will steal some of the spotlight.

In the spirit of seasonal change, you'll also notice that we have changed the style of our newsletter. We hope you will enjoy the new format.

Sincerely,

e-Servicer Newsletter Team
United Servicers Association

IN THIS ISSUE

Jennifer's Warranty Tip #7

USA's Access to Technical Information Study

Electrolux Response to USA Study

Smitty's Tire & Appliance, Grateful and Undaunted

National Fire Prevention Week

Service Department Efficiencies = Increased Profits

5 Key Growth Strategies

$50 ASTI Discount from Local Parts Distributors

Jennifer's Warranty Tip #7

Service Power has changed in the last two years. They have become more user friendly and easier to contact. Two of my favorites and most often used are the "Contact Us" and "Incomplete Claim List" fields.

Are you using these time saving tools?

Manufacturers' Access to Technical Information

A study conducted by USA

ATI After the recent outpour of dissatisfaction expressed in servicer chat rooms over Whirlpool's decision to move to a fee for access basis for their technical information, United Servicers Association (USA) conducted a study of each OEM's access to information policies.

There are two issues in debate:

(1) Should technical literature and parts manuals be available to the industry at large?

(2) Should warranty and non-warranty service providers be charged for technical information?

68% of the manufacturers polled allow non-warranty authorized service companies access to their technical information and of those, 27% charge a fee for access.

Appliance Service

Training Institute 2011

Feb 9-12, 2011

San Diego, CA

click here for class list

TI 2011

CLICK HERE

Book ASTI Hotel Rooms On-line

CLICK HERE

ASTI Sponsors

Check out the parts distributors discount coupon special below.

Save $50.00 off registration!

Electrolux Response to USA Study

From The National Service Quality Manager

As you know we are the primary OEM that is committed to supporting the independent service provider. Even though it is very costly to maintain,EMA has no intention to limit technical information or charge our service providers for the use of our TIPS website, for either Electrolux or Frigidaire brands.

USA Member, Smitty's Tire & Appliance: Grateful and Undaunted

From Dealerscope Magazine

Smitty's Flood Late on the night of July 23, floodwaters from the Maquoketa River broke down a wall and blew out seven service bay doors of Smitty's Tire & Appliance's 10,000-sq.-ft. warehouse in Manchester, Iowa. For two days, relentless rain kept floodwaters in the building.

National Fire Prevention Week Oct 3-9

By Mr. Appliance

ABC Everyday you take precautions to keep your family safe. You keep flammable materials in a safe environment, make sure all smoke alarms are working properly and teach your kids what to do in case of a fire, but what about the potential fire hazard lurking in your laundry room. Take a proactive step this National Fire Prevention week (Oct. 3-Oct. 9, 2010) by looking beyond the chimney and into your dryer system to keep your family safe.

Mr. Appliance^® recommends these tips to keep your dryer operating properly:

Keep the dryer as lint-free as possible by cleaning the lint screen or filter before or after each load of clothes. Hire a licensed appliance professional to clean the interior of the dryer chassis and inspect the rollers, belt, motor and heating system every one or two years.

By Paul Mac Donald

profits Service department efficiency can and will deliver increased service department profits and customer satisfaction. Your service department's efficiency is measured in first call completes (FCC). A FCC is simply a service experience completed in one trip to the customer's home. With today's rapidly emerging new technology in appliances and reduced field training from OEM cutbacks, increasing FCC's are easier said than accomplished. An average service technician's FCC rate will range from 4 to 6 calls per day. Your goal and that of your supporting teams should be 7 or 8 calls per day. We know that exceeding a customer's expectations results in repeat business and family or friend referrals in not only your store and service, but also the appliance brand; so shouldn't that be our focus? Maybe, but the need to be profitable in order to sustain your business is equally important.

Special Offer for USA Members

By ServiceTechProz

ServiceTechProz leading web Based solution for service businesses gives your growing business a competitive edge. Our software is a complete web based software application, which helps to manage Customers, Field Personnel, Work Orders, Scheduling and Invoicing. Eliminating a paper trail while maintaining an accurate electronic trail is one of our major goals with this product. Along with that is also the goal of efficiently routing your field personnel. Our Mobile Application allows for 2 way / real time communication between your field personnel and the actual application data.

We are offering a year end special. Any USA member that signs up between now and December 31, 2010 gets the first 60 days FREE. Contact us by email or phone.

Email: info@ServiceTechProz.com

Phone: 252-632-4275

About USA

USA's mission is to develop and provide services and programs intended to assist members in building strong businesses in North America's competitive environment.

Among these services are: