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| The e-Servicer |
Monthly communication from United Servicers Association |
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Greetings! ,
Do you love your customers?
That may seem like an extreme choice of words, and an odd question to ask, but in the spirit of the recent Valentine's Day, it can be an important one to ponder. Whether you have "love" or not, you should recognize that you have a relationship with your customers, and you couldn't survive without them.
Current trends in social media increasingly indicate that our approach is moving into a marketing model driven by being "liked" by our customer. Their friends will watch their opinions closely, and word of mouth - the oldest, most efficient form of marketing - has never been stronger. Instead of a positive experience being shared with the limited number of friends they see at the gym, work, or the pub, it's becoming more and more likely they will post online - sharing with a network composed of hundreds, even thousands of prospects in your local market. So if you don't know if you love your customers... can you tell if they love you?
We all have our favorite customers, the ones that are an absolute pleasure to serve, and we look forward to doing our best work for them. Examine these relationships closely. Determine what values and practices help you build such strong experiences, and work to replicate them. Just like real relationships can't be dusted off once a year on Valentine's and saved by a dozen long-stems, your business can't survive by occasional lip service. Show your customers you listen to them, and care about what they have to say, and you'll be well on your way to building a loyal fan following.
If you attended the ASTI - we helped you with this task through our workshops that help strengthen business relationships, customer interaction, and other best practices. If not, log into ChatUSA and share with us what you love about your customers, and what they love about you.
eServicer Newsletter Team
United Servicers Association
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Have you registered for the USA Service
Sharing Library? This free USA Member
benefit is a valuable tool for you to access
thousands of OEM service manuals online.
WWW.USAservicelibrary.com
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ASTI 2012 a Resounding Success!!
- ASTI 2012 Attendance was up 25% over 2011
- USA Lifetime Achievement Award presented posthumously to Bill & Peggy Wingstedt of Appliance Service News
- USA launched W.I.S.E. - Women in Service Excellence a new initiative to focus on women in the service industry.
- Dina Dwyer Owens, CEO of the Dwyer Group and Mr. Appliance was appointed honorary chair woman of USA's new W.I.S.E. group.
ASTI Presentation Downloads Available
for Next 30 Days Only at
www.unitedservicers.com
2012 ASTI event photos on-line now
Click here to view
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GE Refrigerator Appliantology: Dampers and Thermistors
By Scott Brown, Samurai Appliance Repair Man, www.Appliantology.org
This is the first in a series of articles I'm doing about the technology in some of the gizmos and doodads found in GE refrigerators. Understanding some of the basics of how these refrigerators work will give you a lot of troubleshooting insight when you're trying to track down a problem. This post gives useful tips and Fun Facts to Know and Tell™ for diagnosing the Damper Door and Thermistors.
Damper Door
The Damper Assembly has two motors: one to open the Damper Door and another to close it.
The Damper Door should always be either fully open or fully closed; if you ever see it in a halfway state, there's a problem. Check it in diagnostic/self-test mode where you can run a test to open and close the damper door.
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Cleaner Dishes and Happier Customers!
By Diane Hoffmann, Reckitt Benckiser
We at Finish® hope your New Year has gotten off to a great start!
We continue to pursue service activities designed to make a difference for you and your customers.
A reminder that the following resources are available:
- Technical website updated with the latest dishwashing information
www.rbservice.com/us
Soon to include information on the following 2 new items launched in Q1 2012 to help with Top Consumer Complaints
- Power Up to Boost the Detergent
- Deodorizer that can Neutralize and Remove Hard Water Build Up and the odors inside the dishwasher on dishes and glasses
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How Apps for Your Appliances Represent the Next Opportunity
By Roger Chen, www.cnet.com
Samsung Electronics not only pushed its smart TVs at CES, but a whole line of smart appliances, including washers and refrigerators.
Smart televisions I sort of get. But smart refrigerators and washers?
If Samsung Electronics is right, developers may flock to smart appliances as the next opportunity. At the Consumer Electronics Show, the consumer electronic giant unveiled its vision for a wider range of smart appliances. That included music apps such as Pandora on the refrigerator and an app on the washer that can ping you when a load is done.
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Whirlpool Sees Better Prospects in 2012
Whirlpool Corporation gave an optimistic forecast for 2012 despite a lackluster finish to 2011, hoping that price increases, tighter cost controls and a leaner inventory will help the No. 1 appliance maker offset weak global demand.
The maker of Maytag and KitchenAid appliances also reported better-than-expected quarterly margins in North America, its largest market, and said it saw the chance of a slight increase in shipments there this year.
The news boosted Whirlpool's shares nearly 12 percent and Swedish rival Electrolux's stock by nearly 4 percent. Electrolux is due to report results on Thursday.
Vertical Research Partners analyst Jeff Sprague called North America "a relative bright spot" in the fourth quarter. Still, Whirlpool's shipments declined there, as well as in Europe and Latin America.
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Electrolux Faces Another Tough Year in 2012
Electrolux (ELUXb.ST) faces further headwinds in debt-ridden Europe this year while the United States offers a glimmer of hope, the household appliances maker said on Thursday as it reported a near 40 percent fall in 2011 core earnings.
Makers of fridges, washing machines and vacuum cleaners have been buffeted by weak consumer confidence on both sides of the Atlantic and have expanded into faster growing emerging markets. They pushed through price rises in 2011 to offset soaring raw materials costs, but 2012 is still looking challenging.
"While we expect the trend going forward to shift in a more positive direction in the form of gradual improvements in prices, mix and lower costs, we do not anticipate that demand in mature markets will recover in the first half of 2012," Electrolux Chief Executive Keith McLoughlin said in a statement.
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Show Your Appliances Some TLC in February
By Mr. Appliance
Dedicated support, attention to every detail and caring for every need sounds like the ultimate valentine during February, the month of love...for your appliances. Forget the hour-long dinner reservations and cook up a romantic meal for your sweetheart. Show your appliances some tender loving care this month to avoid kitchen heartbreak before your dinner. "The periodic up-keep can increase the life of your appliances and improve operation," said Doug Rogers, president of Mr. Appliance®. Take time to love your appliances and they will love you back. Follow these steps from Mr. Appliance to cook up some romance, instead of frustration with inefficient appliances. |
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Jennifer's Warranty Tips
Tip #23 Dacor's Three Year Warranty Promotion
Did you know that Dacor has been running a three-year warranty promotion on all of their new appliance sales?
Any Dacor appliance sold between October 2011 & June 2012 has the potential to carry a three-year manufacturer's warranty. The customer must register the purchase of the appliance on www.dacor.com in order to receive the three-year warranty.
So how does a factory authorized servicer know if the appliance they are working on is covered for one or three years?
There is a new feature on www.dacorservice.com that will guide you to the correct warranty on the appliance.
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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:
- Educational Programs
- Manufacturer Relations
- Management, Marketing and Operational Programs
- Peer Group Formation & Facilitation
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Contact Us
United Servicers Association
3105 North Ashland Avenue, Ste 199
Chicago, IL 60657
1-800-683-2558
March 6-9, 2013
ASTI REGISTRATION
NOW OPEN!!
Click here to register and save |
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