2015 Regional Service Training Institute (RSTI) The 2015 Regional Training Program is currently being finalized. There will be 22 Regional Service Institutes (RSTI’s), two day events with technical and business training. New this year, we are adding four Institutes of Service Management (ISM’s), one day intense business management training for owners. 2015 is shaping up …
C.O.D.B. These four letters have the potential to literally shape your future in the service business, and to determine whether or not you will be able to stay in business long term. As simple as this calculation is, I am constantly surprised (shocked to be honest!) at how few people pay attention to this simple …
Want to Succeed in the Service Business – Know Your C.O.D.B. Read More »
By Paul Mac Donald One and you’re done, that’s the secret. More commonly referred to as a First Call Complete (FCC) occurs when appliance repairs are completed on the first trip to a customer’s home and are crucial to a service company’s bottom line. Customer satisfaction is higher on first call completes as less time …
By Bob Wennerstrom, President, Blue Streak, Inc. For years I read the discussions on the appliance repair boards about flat rate pricing. Every time the subject came up, I came down squarely on the time and materials side of the argument. Flat rate did not seem fair to the customer to me, and the book …
Survey after survey confirm these are the things customers are looking for when hiring a service company. When a company charges by the hour, however, it causes customers to become focused on time alone, forgetting the core things that bring ultimate satisfaction and confidence in both the repair and the company that provided the repair. …
Customers Highly Value Expertise, Professionalism, and Promptness Read More »
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