Retail Observer

RETAILOBSERVER.COM SEPTEMBER 2026 36 S E R V I C E D E P A R T M E N T A s many of you know by now, I am on the review committee that looks at all new and renewal applications for our Certified Service Centers around North America. As part of my review process, I look at your websites that really tell the current story describing your company. In most cases these sites are very informative and impressive when you look at all the services and expertise that you provide to your customers. One thing that seems to be lacking however is the mention of your status as a nationally Certified Service Center that is supported by your independently certified personnel. This is a truly exceptional accomplishment that was created to show customers that your company is very uniquely and highly qualified to serve their needs, not just because you say so, but because an independent organization (The Consortium For Certified Service Centers) actually compares your company against a national standard to help assure the highest possible quality for your customers. Not only is your company certified, but as part of that process, your technical, support and managerial personnel have also been independently certified by nationally recognized organizations. How many of your competitors can advertise that fact? I am amazed how many companies claim that their technicians are certified but they never bother to tell what that actually means. In the past I proctored some exams for technicians and also taught the Certified Service Manager class and can tell you firsthand that these are tough exams and these certifications definitely translate to the best quality performance standards for you and your customers. Customers should know this and your website is the perfect place to tell them. Many of you have also been Certified Service Centers for over 20 years. Thanks for your longstanding support! Many of you have grown, added new locations, added more people, and diversified your operations into all new directions but have still taken the time every 3 years to renew your CSC status. Try to make sure that your customers know how long you have been recognized as a nationally Certified Service Center. It shows them your constant dedication to quality over a very long period of time. In the certification process you have been asked over the years to keep up with changes and advancements in areas like insurance requirements, customer service standards, technical service changes and updates, and most recently cybersecurity protections because the concerns of the customers and industries have continually changed over time. It's all our jobs to stay on top of those changes and you continue to do just that benefiting your customers each and every day in many ways. I bring up this observation because your websites should clearly describe your Company's current capabilities and achievements and also emphasize the fact that your company has gone through the extra effort of becoming nationally certified as a Certified Service Center. Tell them how long you have been a CSC and what organizations have certified your people and your company. CSC was developed to help you differentiate your company from those that just claim to be good. We have some tools on the CSC website to help you get started. Use your excellent websites to broadcast this accomplishment to your customers and make yourself even more unique in their eyes. It's an important part of your company's story. YOUR BUSINESS STORY RO Don Pierson, C-CSC Board Member

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