Retail Observer

RETAILOBSERVER.COM JULY 2021 60 B U Y I N G G R O U P N E W S A n appliance service department can be a tremendously beneficial complement to an independent retailer's appliance sales business. Obviously, there's the financial benefit of running a successful service department. But a well-oiled service initiative can also establish you as a go-to resource in your community – a status that will help boost your business as a whole. That said, running a service department comes with challenges, both on the business and technical sides. The short supply of trained appliance service talent is well documented, and the ins and outs of the appliance service business vary greatly from the sales side. It can be a lot to manage for an independent business owner. That's why Nationwide Marketing Group has devoted tremendous energy to creating a program that will arm appliance retailers with the tools and resources to operate efficient and effective service departments. Nationwide members have been deeply engaged with the Service Leaders Network for some years. But Nationwide recognized that the impact and reach of this initiative could be much wider than the several hundred servicing retailers already taking advantage of the program. "It is difficult when you're out there as a small to medium, or even large company and you don't have the backing or support for what you're trying to accomplish," says Mark Pollitz, Nationwide's director of service. "Most dealers and servicers are working with multiple brands, which means they typically have to go to multiple websites to gather technical information and training videos. We're trying to bring all of that under one roof with the Service Leaders Network." The project came to a head at the Service Leaders Network Conference in May. In a virtual setting, Nationwide opened the door to more than 450 appliance servicers from across North America, representing every major buying group that supports appliance retailers, to come together and hear from vendor partners, training programs and the Nationwide team. "This initiative extends way beyond the banner of Nationwide Marketing Group," says Frank Sandtner, executive vice president of business services for Nationwide. "Offering education and training to appliance sales and service dealers is too important to be limited to our borders. There's too much at stake for the independent retailers who operate in this space." The conference featured 29 sessions on topics from field service management software, to residential and commercial appliance technology, to manufacturer roundtables, and more. Major appliance manufacturers were well represented, including Electrolux, GE Appliances, Whirlpool, Bosch, Samsung and Speed Queen. And attendees heard from partners like Corrigo/QuickBooks, ePASS, Reliable Softworks, Rossware and ServicePower, LOKRING, Fred's Appliance Academy, Master Samurai, Marcone Supply, Reliable Appliance Parts, and SkillsUSA. Sessions were recorded and are available to appliance services at www.serviceleadersnetwork.com. What stood out most for the attendees was the unique opportunity to be heard by the manufacturer and vendor community and get their questions answered. "It cannot be overstated just how much we appreciated the opportunity and time that were given to our service teams," says Curt Spicher, owner of Spicher's Appliances & Security. "It was priceless for them to know that they are viewed as an essential part of the business." On the vendor side, the Service Leaders Network Conference was equally well-received. "For over six years we've seen our online training make a positive impact on thousands of appliance technicians and the companies they work for," says Susan Brown of the Master Samurai Tech Academy. "We appreciated being able to show what we offer, how our training works and how dealers can take advantage of this new resource." Nationwide's service team is already looking at ways to build on the event. Nationwide members can expect to see a service track at PrimeTime in Nashville this August. Service Leaders Network is also working to integrate an education track into the Nationwide Learning Academy platform. And as in-person events ramp up, the group will continue to look for ways to bring this content to appliance sales and service retailers across North America. "We'll continue to look for ways to help appliance servicers get the training and tools that work best for their business," says Pollitz. "It's our job to identify and focus on the areas of need and develop a program and a process to help them become efficient. When you're efficient and effective, that's when you become profitable." RO INDEPENDENT CHANNEL COMES TOGETHER FOR SERVICE LEADERS NETWORK CONFERENCE

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