Retail Observer

RETAILOBSERVER.COM AUGUST 2015 64 A ccording to statistics gathered annually by PSA, there has been substantial growth in the number of service centers supporting major appliance service over the past few years. Since 2010, the industry has added more than 6,500 appliance service companies, reversing a trend over the previous 10 years that saw erosion in major appliance service companies of well over 2,000 providers. Much of the increase can be traced to electronics service companies switching over to appliance service. Some of this is a result of the entry of companies such as LG, Samsung and Haier into the appliance market, and carrying their service providers with them. For the most part, however, it appears that design and serviceability factors, along with warranty rates and the perception that many electronics are "not worth repair" have led the service force to look into new opportunities. This does not mean that we have a serious surplus of appliance service companies; indeed, as noted in earlier articles, our industry still suffers from a shortage of qualified service technicians. And while many electronics service providers have made the move to appliance service, the need for training and improved product knowledge continue to be key issues. For those of us that have been in the service industry throughout our lives, we know that a well-trained and professional workforce is vital, and helps to raise the image and impression of all of our members. PSA introduced the Certified Appliance Professional (CAP) program in an effort to raise the quality of service by establishing a benchmark that provided an industry standard for professionals in the appliance service industry. Over the years, that program has grown to include not only technicians but service managers, graduate technicians, installers and service center support staff, all in an effort to help drive higher standards of performance with the appliance service industry. In addition, PSA has worked closely with both post-secondary schools and vocational high schools to develop and improve curriculum in order to provide the most up to date material used to train the future leaders of our industry. There remains a need for business owners to constantly work on their own skills. Running a successful service entity requires you to be a combination of a financial, organizational, human resources, procurement and customer relations expert, and it is important that owners and managers hone their skills and stay current on best practices in all of these areas. Industry associations like PSA offer training and guidance in these areas, as do local schools and colleges. Be sure to look into opportunities to improve yourselves- it is not a cost, but an investment into the success of your business. Information and peer contact is critical to the success of your business. Work closely with your parts suppliers—they are a tremendous source of information about the appliance business, If you are a warranty service provider, your manufacturer representatives are a key contact point, but do not overlook the need to converse with and stay in touch with other service providers. This is where involvement with a professional association such as PSA is important; you can work daily with your peers in the business to stay in touch with issues in the industry that may impact you. In addition, the ability to share repair information and touch on other matters of importance to your business are always welcome. If there is something that is causing you concern, whether it be a repair issue or another issue that relates to your business, you are likely not to be the first person to have run into it. Your support system is as close as your computer or phone- leverage that as an additional training tool. As our industry grows and expands, the differentiation will become evident to those companies that continue to educate themselves and project a professional appearance. They will become the leaders and success stories and the businesses that everyone else will want to emulate. Take the time now to make sure that your company will be one of the leaders, and not a follower. Never stop trying to improve, never stop taking the next step and never, ever, allow your eye to wander off the prize. Have your techs, staff and your entire business trained and certified, and get ready to stay in the forefront of an exciting and expanding industry! NEVER STOP LEARNING & IM PROVING S E R V I C E D E P A R T M E N T Ralph E. Wolff , MCAP, CSM Industry Relations, PSA Service News features alternating writers discussing topics of the service industry. RO

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