Retail Observer

RETAILOBSERVER.COM SEPTEMBER 2021 52 J ust about every dealer I talk to says the same thing: "I wish I could find another service tech." Odds are, if you're reading this story you're a self-servicing dealer just like the 80 percent of BrandSource members who feel the same way. It's a nationwide problem that's affecting manufacturers, retailers and consumers alike. As a dealer, you really have only two choices: 1. Wait for the Fairy Godmother to hand-deliver a fully trained technician to your door. 2. Or get out there and find yourself a technician. Between you and me, I'm not sure which is more likely to happen. As a dealer, the first thing I'm going to tell you is that if Option 1 actually materializes, don't blow it. If your Fairy Godmother sends a promising technician to your door, hire them, period, regardless of the cost. Because the cost of lost profit opportunity will always outweigh the couple of dollars an hour difference between what the tech is seeking and what you're offering. Now, if No. 1 doesn't materialize, then you need to move on to Option 2 and find yourself a technician. Here are some suggestions on where to look: • Military Veterans — Vets typically have a great work ethic and respect authority. Contact your local VA and see if they have any returning vets looking for work. • Trade Schools — Reach out to local trade schools – don't worry if they're not an appliance institute. Students in related trades will work fine as well. • Community Colleges — Most community colleges have technical programs. Talk to the career counselor about your needs. And don't be too picky – an HVAC, plumbing or electrician program will deliver quality candidates for your needs. • High Schools — Talk to the shop teacher or guidance counselor at your local high school. Odds are someone taking shop classes is both handy and not as likely to be going on to college. • Set Up an Internship Program — Yes, it will cost you some money because you'll have to pay them. But if you find a candidate with the right skills, it's worth it. Just make sure you get them to sign a long-term employment contract, so they don't leave after you've trained them. • Look Within — Delivery and installation techs often transition very nicely into service techs. • Reward Within — Offer referral bonuses to employees whose recommendations lead to hires. • Use LinkedIn — Get out there and scour LinkedIn for service techs in your area and then try to steal them. Trust me, your competition wouldn't hesitate to steal your techs if they had the opportunity. And be aggressive, don't take no for an answer. At least get them to come in and interview with you. • Facebook — Spread the word through social media and ask your friends to do the same. Sometimes a friend of a friend is just what you're looking for. • Craigslist — It's the cheapest thing out there, so for that reason alone it's worth trying. • Job Sites — Sites like Zip Recruiter aren't cheap, but once again, consider the cost of lost profit opportunity. • Government Job Sites — Many towns and counties have job placement services, as do all states. Get your name out there, it's free. I'm also asking all appliance manufacturers to get involved, because we're all in this together. Vendors could sponsor job fairs at their plants, subsidize appliance trade schools, or perhaps offer to help set up appliance repair programs at community colleges. The reality is that if brands don't step up and help us figure a way out of this dilemma, dealers aren't going to be the only ones feeling the crunch. I'm also optimistic that BrandSource's National Service Committee will take up this cause in a big way, as they are determined to help servicers at all costs. Let's hope I'm right, because I believe this is perhaps the most important issue facing every servicing dealer today. MISSION IMPOSSIBLE: FINDING SERVICE TECHS Rich Lindblom Service Trends Rich Lindblom is a longtime BrandSource member and Maytag Leadership Council officer. He recently sold his business, Advanced Maytag Home Appliance Center in Schaumburg, IL, after more than four decades in independent retail. You can reach Rich at egvrich@gmail.com. RO

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