To Build A Team Of "A" Players: Be an "A" Owner!
By Daniel Beaulé, Service 2000 Électroménager
"A" players, a term coined by Brad Smart, the creator of Topgrading[1], are high performers who strive to achieve excellence and have a great attitude. Shouldn't we all hire "A" players? As a Gazelles Coach, I systematically ask owners and groups of executives if they'd enthusiastically rehire all of their people. Some facts:
- Most owners wouldn't rehire all of their staff (surprised? probably not)
- Today, businesses are in a talent acquisition war. The company with the best people wins. And yes, this applies to businesses of any size.
- Only 10% of the total population are "A" Players
- "A" Players won't work for "B" owners. Read More
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2015 Regional Service Training Institute (RSTI) and Institute of Service Management (ISM)
By USA Training Committee
United Servicers Association's Regional Service Training Institute (RSTI) is gearing
up to deliver another year of excellent classroom and hands-on technical training on a variety of appliances and brands, as well as a program of customer service skills at every level to help improve your organization's bottom line. This year we are changing our training focus to concentrate on your appliances business' office staff and service technicians. This means that along with our usual lineup of technical training, the RSTI training will include every aspect of the customer service delivery process, including communication with the customers (soft skills). Read More
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Samsung Amazing Skills Race at the 2015 ASTI
By Rob Anghel, Samsung Strategic Account Manager
Reprinted from the Samsung Newsletter
Congratulations to the winners of the Amazing Skills Race challenge that Samsung sponsored recently at the Appliance Service Training Institute (ASTI) convention in New Orleans. The Convention, hosted by the United Servicers Association from February 9th through 12th, was attended by hundreds of service centers, manufacturers, dealers and vendors from the appliance world. Read More
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Jennifer's Warranty Tip #58
By Jennifer Webert - Mid-America Service
"YOUR COMPANY SHOULDN'T BE DOING WARRANTY WORK IF..."
Today I had a discussion with my assistant who was working on warranty claim credits and she informed me that she had found a handful of claims where the parts distributor marked our claim(s) as credited for the manufacturer to see, but never actually gave the credit to us. Sadly this isn't the first time this has happened and it probably won't be the last. Read More
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Anatomy of a Warm Refrigerator Service Call
By Samurai Appliance Repair Man, www.Appliantology.org
The patient: a Samsung Dual Evaporator Bottom-mount Fridge with a warm fresh-food compartment. Follow Samurai Appliance Repair Man as he demonstrates some classic principles for troubleshooting a warm fridge: pre-diagnosis, control diagnostics, observations and analysis. Get valuable bonus tips on working on these popular Samsung refrigerators, including the common problem that gets solved in this case study. Then go forth and heal the warm fridges in your hometown! Come with me now on a journey of Total Appliance Enlightenment... Read More
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Hiring Veterans is Smart Business
Non-profit Vet2Tech helps companies recruit veterans as technicians and more
The United Servicers Association is helping spread the word about Vet2Tech, a non-profit organization dedicated to helping veterans connect with career opportunities as residential appliance repair technicians all across the country.
Vet2Tech was an ASTI trade show participant at the annual conference held in New Orleans last February.
For the past three years, Vet2Tech has been supporting the commercial food equipment service industry by recruiting veterans to help close the widening employment gap the industry is experiencing. Vet2Tech has developed an expansive network reaching veterans transitioning from active duty military service and those who are currently in the civilian workforce. Read More
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Three Values of GPS Fleet Tracking to the Appliance Repair Business
By Drew Sheahan, Virtual Fleet Supervisor
 Whether it is a refrigerator, oven, dishwasher, laundry machine or some other appliance-the utilization of this item has gone from a luxury to a necessity. These appliances keep the household running smoothly, so when something goes wrong and an appliance needs to be repaired, it is an emergency. Time is of the essence. That's where GPS fleet tracking comes in. Read about three unique values of fleet tracking and how it applies to the appliance repair business below: Read More
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Why Consumer Reports Says You Can't Trust Angie's List
Imagine that you've moved to a new city and need a hairdresser. How do you go about finding a new stylist? Perhaps you check Yelp, while a friend insists she found hers on Google. Your mother is an Angie's List devotee, while a tech-savvy coworker recommends newbie review site, Porch. How do you know which site to trust? According to a new survey from Consumer Reports, it should all come down to how the sites gather the reviews and compile the ratings. Read More
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Sears Promises Early Payment to Vendors, Ties Up Cash Flow
 Sears struggles to get customers into its stores and lost $1.7 billion last year, the retailer is also encountering problems in keeping its shelves stocked with merchandise. The company's vendors are reportedly nervous to ship to the retailer given its poor financial results and touchy cash flow situation. Vendors are asking Sears to pay their bills sooner in exchange for a discount. This ties up tens of millions of extra dollars' worth of capital up at a time. Read More
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Haier Renews Agreement with Encompass for Parts Logistics Services
March 2015 - Encompass is pleased to announce it has finalized an agreement with Haier, a world-leading manufacturer of home appliances and consumer electronics, to continue managing the company's end-to- end parts supply chain.
Under the renewal agreement, Encompass will continue to procure, warehouse and distribute replacement parts for Haier's full line of consumer electronics, appliance and HVAC products in North America. Encompass began serving as an OEM supply chain manager for Haier in 2011, supplying authorized service centers, retailers, third-party administrators and other distributors.
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New Delivery Service in Test Markets: UberRush and Amazon Prime Now
Uber has a presence in 200 cities across 45 different countries and is known for its mobile phone app which allows you to get a taxi, private car or rideshare. Uber rolled out UberRush Delivery Service in New York City and New Jersey. The New York messenger service utilizes bike and on-foot messengers and car service in New Jersey. Messengers will not purchase items for customers, but will pick-up and deliver just about anything, from important documents to a business associate, packages or grabbing take-out from your favorite restaurant that doesn't deliver. Read More
Amazon rolled out their Prime Now same-day delivery service in select major markets including Atlanta, Baltimore, Boston, Chicago, Indianapolis, New York, Philadelphia, Washington, D.C.,Dallas/Fort Worth, Los Angeles, Phoenix, San Francisco/Bay Area, and Seattle. Amazon Prime members can order by noon and receive eligible items by 9PM the same day. Amazon Prime offers a 1 hour delivery service in New York City. Read More
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2015 ASTI
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