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June 2012

The e-Servicer 
Monthly communication from United Servicers Association
Greetings!

It's hard to believe that it's June; the half way mark of the year. In all businesses, the six-month mark is a good checkpoint to evaluate your business goals and think about the next 6 months. 

 

At USA, we're planning for your continued success and looking forward to a full schedule of fall Regional Service Meetings (RSM's), rolling out a new member peer group, and gearing up for another amazing Appliance Service Training Institute (ASTI), March 6-9 in Orlando,  Florida at Disney's Coronado Springs Resort. 

 

There's lots of reasons to be thinking about the good times you'll be sharing with friends and family this month, and we hope you will enjoy them all.   

 

Sincerely,

 

e-Servicer Newsletter Team
United Servicers Association

 

IN THIS ISSUE
Regional Service Training Coming to a City Near You
Testing and Replacing the Motor Control Unit in a Whirlpool Duet Sport Washer
Tales from the Trenches: Fred's Appliance
Automating Communications Between Office and Customer
Columbia Appliance - 55 Years
Deleting Negative Comments Shows Consumers You Don't Care About Their Feedback
Driving Awareness with Vehicle Advertising
USA CODB FREE Webinar
Jennifer's Warranty Tip #27 - Frigidaire Icemaker Kit Dud Claims
Technical & Business Training Coming to You this Fall
Regional Service Meeting Program this September, October & November 
USA's Regional Service Meeting Program is coming to you this fall and provides owners, managers and technicians with two days of technical and business management training.  

 

Factory training from three of these manufacturers -   

Whirlpool, Bosch, Dacor, Electrolux and Scotsman.**

 

USA business training including -  

On-line marketing, Cost of Doing Business, Flat Rate Pricing, Technician Productivity, Increasing Efficiency, First Call Completes and more.  

 

The $119 registration fee covers meals, training materials for the RSM and a first* year membership in United Servicers Association. Discounted hotel accommodations are available if booked early.    RSM Sponsors

 

Register on-line now at www.unitedservicers.com                                       

Locations and Dates 

Portland, OR          September 20 & 21

Dallas, TX              September 20 & 21

Detroit, MI              September 27 & 28

Sacramento, CA     October 4 & 5

Vancouver, BC        October 11 & 12

Houston, TX            October 11 & 12

Maryland, MD         October 18 & 19

Fayetteville, NC       October 18 & 19

Seattle, WA            October 25 & 26

Toronto, ON            October 25 & 26

Phoenix, AZ            November 1 & 2

Montreal, QC           November 1 & 2

Berkley, CA             November 8 & 9

Atlanta, GA             November 8 & 9

Salt Lake City, UT    November 8 & 9

 

** OEM's vary by event, please check event for details.     

 

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Testing and Replacing the Motor Control Unit in a Whirlpool Duet Sport Washer 

 By Samurai Appliance Repair Man, www.Appliantology.org  

 

Whirlpool Duet Sport
 

Konnichiwa to all my friends and Brethren in The Craft!  This month, we're going to go over some tips for diagnosing the Motor Control Unit (MCU) in the Whirlpool Duet Sport front-loading washers, also sold under the Kenmore label.  Some things that may indicate a possible problem with the MCU in this machine:

 

-  You get the F70 error code or

-  You get three quick beeps when you try to start a cycle.

 

This error code has befuddled many a fine tech.  In a vain effort to repair the problem, I have heard of techs replacing the CCU (not once but twice!) and even the user interface panel only to slink away in shame and dishonor.  But it shall not be so with you!  For the Samurai shall reveal the truth unto thee, and the truth shall set you free.  Come with me now on a journey of Total Appliance Enlightenment™:  

Click this link for the  Whirlpool Duet Sport Washer Journey

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Tales from the Trenches:  Fred's Appliance
By Jessica Stillman, www.gigaom.com

Trenches Freds Appl

Virtual working is only for professions with digital deliverables, right? Designers, coders, writers and customer service reps that spend all day on the phone may be the first types of people you think of when you ponder virtual working, but if you think nuts and bolts companies that deal in the physical as well as the digital can't benefit from new ways of working then you haven't talked to Fred's Appliance.

 

Forget preconceptions of triple copy service tickets and greasy parts rolling around the back of disorganized vans, the Madison, Ohio-based appliance repair company is setting an example in a relatively old-fashioned industry, modeling how more sectors than you might imagine can take advantage of fast connections, cloud computing and a little ingenuity to streamline their businesses.

 

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Automating Communications Between Office and Customer
By Glade Ross, RossWare Computing          
Communications

 

Everyone these days is attempting to do more, but with a fixed quantum of time.   It's not just you and personnel in your office. Your customers too are juggling many balls at once, and telephone calls are often inefficient. They simultaneously tie up two people, who must come together - at the same point in time - to jointly expend their mutual time. In today's world, this is becoming increasingly difficult to do.

 

When a consumer already has the annoyance of a failed appliance, it adds insult to injury when they're forced to expend more time attempting to connect in a traditional person-to-person phone call. Frustration builds when navigating through menu trees, voice mail, and so on.

 

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Columbia Appliance - 55 Years
Columbia Appliance

It was the mid-1950s, and Ray Lammers had grown weary of working the wee hours every morning at the family bakery in Boonville. He and his brother, Ernie, and two friends who operated City Tire & Electric - car and truck tires and home appliances were sold along side each other in those days - decided to open a new appliance store in Columbia.

 

Columbia Appliance was born in 1957 on the corner of 10th Street and Broadway with the promise of always putting customer service ahead of sales. And 55 years later, current owners Royce and Susan Palmer are proud to say that mission still stands.

 

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Deleting Negative Comments Shows Consumers You Don't Care About Their Feedback
By Samantha Cortez, www.businessinsider.com
FaceBook Delete

This advice comes from an interview with Likeable Media's CEO, Dave Kerpen:

 

"Social media is the modern form of comment cards for a company; you're asking for feedback: the good, the bad, and the ugly. If a brand deletes a comment on Facebook, it's effectively showing consumers they don't care about their opinions and doesn't value their feedback. It's equivalent to ripping up that comment card in the customer's face."

 

Deleting comments that customers leave on any social media site is defeating one of the main purposes of social media, which is to have an open forum.

 

Unless a comment is highly offensive or off-topic, a polite response shows more about the ethics of your company than deleting it. Use negative comments to continue improving your business in the future. 

 

"There's no way to control what consumers will say, and no way to stop all negative quotes. Rather than delete, always respond to negative comments, starting with two of the most important words in social media: 'I'm sorry.'"

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Driving Awareness with Vehicle Advertising
By Dan S. Kennedy and Jeff Slutsky, www.entrepreneur.com

Vehicle Advertising

You can easily get free advertising exposure with your vehicles, but being clever with it will get you even more attention.

 

Driving around town can be one of your best forms of advertising. Consider the experience of Jeff Whiting of Help! Wizards, a Columbus, Ohio, computer consulting firm that makes house calls. In 1999, the company bought its first vehicle. Instead of going with a white van as originally planned, it bought something that would attract more attention. A bright yellow Volkswagen Beetle. The "Help! Wizards" logo is boldly blazoned on both sides of the Bug and their trademark "!" is on the hood. They've since added three more Bugs to the fleet and have two more scheduled to hit the streets soon. The results? According to Whiting, he gets at least one call a week directly from the exposure to the "Wizard Bug."

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USA CODB Webinar (Repeat)

Calculating Your Cost of a Service Call

 

Would you sell a truck load of washers for less than you paid for them? No, not if you want to stay in business. How do some service companies accept low labor rates from third party extended warranty companies and manufacturers for warranty calls? Some small one man shops can accept low rates and survive. Some companies use these calls as fillers to fill  a days route in off peak times. In more cases than not the service company owner doesn't know what it costs him to run a service call and he hopes for the best after the call is run. This is a form of Russian Roulette that won't have a happy ending.  

 

Attend this free webinar and learn how to use the USA cost of doing business calculator to determine what it costs you to run a service call. See how to use this valuable information to decide if the rate your being offered by any vendor is right for your business.

 

 

June 20 1:00pm ET  

 

 Click here to register for June 20 webinar 

 



 

Jennifer's Warranty Tips
Tip #27 - Frigidaire Icemaker Kit Dud Claims

Frigidaire Logo Small

Have you been returning your Frigidaire icemaker kits for the $10.00 dud fee? 

 

Have you been receiving the $10.00 dud payment? 

 

Most likely you are not getting paid unless you are regularly checking your claims in ServiceBench. It has been my experience that all Frigidaire icemaker kit dud claims are getting rejected and unless you call Frigidaire at (1-888-842-3660) or email servicer.assistance@electrolux.com to inform them that the claim is rejected and needs to be approved by them, it will remain rejected and unpaid.

 

Here is the process for returning icemaker kit duds and getting paid.

 

A.         Receive the icemaker kit and install it.  

 

B.         Use the pre-paid FedEx label that was sent with the kit to return it. Make sure to fill out the card that was sent as well so that Frigidaire knows what company the dud came from.  

 

C.         Frigidaire will receive the "dud" and file a claim in ServiceBench for your company under your account.

 

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