Retail Observer

RETAILOBSERVER.COM MARCH 2017 94 T he ability to "Ignite and Inspire" may seem easier said than done, but for this year's ASTI convention in San Diego, we gathered some of the best minds in business, marketing, service and sales to share insights and ideas into how you can make the most of your daily efforts in your business. Recent years have seen many changes in the appliance industry. Manufacturers are incorporating increasingly complex technology into their products. United Servicers Association can help you keep up with access to training for both technical issues and business management by acting as a liaison between manufacturers, TPWs and service technicians. Each year, ASTI brings technicians, business owners and managers together with manufacturers and TPWs in one place. Outcomes always exceed expectations. Presentations included experts in the field of financial analysis, employee on boarding and retention, marketing, communications, and business consultants who provided invaluable support for the work we do every day. Financial analysis is an area that can easily be neglected and oftentimes misunderstood. Consultants addressed retirement planning, sales and acquisitions of business. Combining the knowledge, available tools and technologies, the ASTI Convention provides practical training to make life easier for businesses while helping to grow a healthy bottom line and an inspired future. ASTI's Pre-Event training Day has grown to an event of its own with four to five topics and a full day of education and training from which to choose. Early morning brainstorming meetings continue to grow in attendance and popularity, addressing an array of topics and providing solutions in an open, roundtable forum among peers to exchange ideas and solutions in a workshop setting before the day's events begin. P&Ls, cost of doing business, setting market pricing are essential for nearly all organizations. One of the guest speakers at ASTI 2017 included David Heistein, CPA. In a world where profit margins are thinner and productivity must be leaner, becoming inspired to rise above and beyond the challenges is more crucial than ever. Attendees enjoyed a wonderful product and cooking demonstration from Dacor's Executive Chef Stephen Hualde. Consultant and author Dean Landers spoke to remind us of the critical structured customer service delivery for the whole team using the process of "GLEEPS". United Servicer's own Paul McDonald addressed the key management tool "Key Performance Indicators" to help encourage better results from your staff. Our President at the time, James Dolbeare spoke to "minding your money." Board members presented many topics. Cate Bloom presented Effective Employee On boarding as well as mobile technology with Adam Butcher, Jennifer Marriott and Mike Brudelie presented on Winning with Warranty, Manny Ortega and Dave Smith presented on First Call Completes, Jared Guinn presented on the next generation taking over family businesses, with Lauren Husk, and Rich Williscroft. The opening keynote speaker, Ed Cahill of Lowes, provided industry insights. The list of speakers and presenters included an array of experts, including, but not limited to, Kim Clinkunbroomer, Steven Spencer, Michael Noe, Daniel Beaule, Reckitt Benkiser, Dale West, Dave Allison, Jordan Andrews, Chris Smith, Darius Fisher, attorney Robert Goldberg as well as the awards banquet keynote address from Mr. Appliance President, Doug Rogers. Classes included the importance of getting customer reviews and ways to get more of them, critical aspects of modern marketing. Also provided were practical and realistic tips for how to deal with negative reviews. The Trade show was the largest to date with a variety of products and support services. Special thanks to Samsung for providing an array of door prizes, which included tablets and other great products for lucky attendees. As Paul McDonald so eloquently noted, it's a testament to our members that ASTI has been going strong for over two decades and continues to gain momentum despite the many changes in the work we do. You don't have to anticipate every change that's coming, but you have to be conscious that customers, technologies, and trends are constantly evolving. The Annual Service Training Institute is a chance to do just that. "Ignite and Inspire", and invest in your companies future, by attending the ASTI next year in Tampa/St Petersburg. Visit ASTI.us for more information. S E R V I C E D E P A R T M E N T IGNITE AND INSPIRE: ASTI CONVENTION COMES THROUGH James C. Dolbeare, Sr. csm President/CEO, AAA Appliance Service Center www.AAAasc.com RO

• Cover