Retail Observer

RETAILOBSERVER.COM OCTOBER 2021 56 E ric Chaput has been working in the appliance repair industry for almost 20 years. A BrandSource buying co-op member who sits on the group's National Service Committee board, Chaput started working in the family business, and in 2013 he went on to found Advanced Appliance Repair in his wife's hometown of Lufkin, Texas. From the start, the business has grown steadily. Chaput recently purchased a building that he remodeled and will soon open as a retail showroom to complement his service business, specializing in high-end appliances and outdoor equipment. But Chaput only plans on selling brands he knows will pay a good rate on warranty repair work. "What separates us from others in this area is that we will be servicing what we sell," he said. "However, we are not going to sell products where we won't be paid a fair price to fix them." Passionate about the business, Chaput believes that a service operation can be profitable provided it is run properly. "The service side should not be a drag on the business; it should be its own profit center," he said. His philosophy is reflected in the BrandSource Service Playbook, a comprehensive, indispensable guide to running a profitable service operation that he helped formulate for the BrandSource members last year. Another major challenge facing all servicing dealers is hiring and retaining technicians. "The shortage of experienced techs requires that we acquire them from other trades and provide professional training," Chaput said. "The biggest lesson I've learned is that if you want to have a professional service team that will grow with the company, you need to pay them a competitive wage. This can be a real challenge for a growing company, but it is absolutely necessary to retain quality employees." Chaput shared his labor strategy for Advanced Appliance Repair, along with his operational approach to appliance service: • Training: All new techs are enrolled in a comprehensive training program that includes an online course that runs for three to four months. After that, they ride along with a senior tech for an extended period until they are ready to run solo. • Employee Compensation: A senior tech who provides on-the-road training for the team is paid a flat-rate salary. The other techs are compensated with a base salary plus commission on the labor portion of a flat-rate pricing model. Additionally, all techs can make bonuses based on online reviews, ancillary product sales, and/or add-ons. • Employee Perks: In addition to regular benefits, all employees are provided uniforms, a boot allowance, and a modern, fully stocked service vehicle that they take home at night. • What they Service: Advanced Appliance Repair services all home appliances and brands as well as commercial equipment for the restaurant industry. It's also the only business within a large swath of East Texas that repairs luxury appliances that other servicers tend to stay away from. • Service Calls Per Day: On average, each tech (including Chaput) averages approximately eight to 10 service calls per day. Calls are zoned geographically, which allows his teams to complete more service calls daily. • Industry's Most Pressing Need: Professional training for all techs; standardizing licensing and training requirements throughout the industry; flat-rate pricing; and the use of technology to enhance the professional service experience. For Chaput, providing customers with great service is as much a cause as it is a business principle. "I primarily decided to start my own business because I was frustrated working for other companies that provided unprofessional and inadequate customer service," he said. "I started this company knowing that if we provided a value-based service that was founded on the principle of being totally professional, we could really fill a void that was present in this community. By providing that higher level of service, we can charge our customers accordingly and be profitable." THE FIX IS IN: ERIC CHAPUT HAS SERVICE FIGURED OUT Andy Kriege Service Trends Andy Kriege is General Manager of Communications for AVB/BrandSource, the nation's leading merchandising and marketing co-op for independent appliance, home furnishings and consumer tech dealers. Eric Chaput is the owner and president of Advance Appliance Repair, Lufkin, Texas. Eric serves on the BrandSource National Service Committee and was instrumental in the creation of the BrandSource Service Playbook, a compreheansive guide to service operations. Contact: eric@advancedapplrepair.com. RO Eric Chaput, left, with lead tech Philip Pixler on the job with the comprehensive BrandSource Service Playbook that he helped devise.

• Cover