Kelly's Korner - Best Laundry Accessory EVER!

Hey, All,

Did you know that the rings of Saturn are made up of lost socks?  Sure seems like that is where they get transported to when you SWEAR that you put them in the wash.  Well, I have a solution for this!

Whirlpool has a zippered mesh bag that is PERFECT for all those small items that disappear.  The part number is W10180464RP and retails for $9.95 at W L May.  Baby items, gloves, mittens, ladies unmentionables, hoisery of all kinds - these items can slip between the tub and basket of your washer and get pumped out with the drain water. This bag is 15.5" x 16.5" and will hold a variety of those small items securely through the washer and the dryer.

Going to a baby shower?  Include this bag with your gift - the mom-to-be will love it!  Got kids (especially girls) in college or living on their own?  Stick it in their Christmas stocking or include it in a care package.  And even if they are still at home, each person in the family can use these for socks and undies - sure beats having to sort them all out as to who's is who's!  Just mark each bag with each person's name and get rid of the odd sock bag!

Technicians - this is also a good item to have on your truck for add-on sales - especially when you've just handed over a bill for unclogging or replacing a pump because of a bib or bra underwire going through it.

This is one item that you HAVE to have - buy a bunch - you will be surprised at the time and aggravation it will save you!

Have a great week!

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Monday Motivation

"If you want to succeed in the world you must make your own opportunities as you go on. The man who waits for some seventh wave to toss him on dry land will find that the seventh wave is a long time coming.” — John B. Gough

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Fun Friday: Twitter Tweets

Looking through our Twitter feed, we found some appliance tweets to share with you.

We start off with an observation on security and what causes it.

Security is not having things, It's handling things
— Jim Shannon (@QuartzDragon) January 13, 2014

One thing to try and handle is the sound coming from your refrigerator. Should it be making that noise? Luckily, the owners manual explains it all?

I didn't even think it was possible to *have* a favourite page of a freezer manual… pic.twitter.com/skkuHmPGJC
— Paul (@bitoclass) January 18, 2014

Then again, sometimes appliances can be confusing.

Aluminum foil in the microwave is bad but aluminum foil in the oven is fine? How does anything make sense? Where's Amanda Bynes?
— Brent (@Brentweets) February 1, 2014

So you can't handle the repair without help. Apparently the mail is difficult to handle too.

Mixed up addresses on some letters. Got a signed photo of Craig from tech support & a note explaining how to fix my oven from Anna Kendrick.
— Jamie Tighe (@thejamietighe) February 3, 2014

With better roommates, you might not even need to handle a problem.

andddd the dysfunctional roommates strike again with another appliance broken in a hilarious way
— Claire Kruger (@ClaireBear002) January 27, 2014

You could just enjoy some of the nicer things in life.

I love taking sweat pants out of the dryer and immediately putting them on #niceandwarm
— Mark Bader (@MarkSBader) January 31, 2014

Sometimes though, we don't read the instructions.

Just read instructions on laundry detergent. You're supposed to turn the washer on THEN add the clothes? Been doing it wrong my whole life.
— Dan Campbell (@headabovewater) January 28, 2014

And we don't listen to our mums advise.

Why has my mum never told me that wool shrinks in the tumble dryer!!!!!
— Molly Gentgall (@mollygentgall) January 29, 2014

To wrap up this Twitter roundup we found an actual useful tip...

Instead of mixing your dirty clothes and clean clothes while you travel pack a garbage bag to put the dirty clothes in.
— Organize Your Life (@OrganizeHacks) January 20, 2014

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Are you a Gold Medal Servicer? Part 2

Being the best can be more than just a dream

In anticipation of this winters Olympic Games, yesterday we challenged you to prove to yourself that you are gold medal service company. If you haven't read that post, you might want to review it before reading today's post. In it, we discussed how the medallists answer a call, and how they show up to a clients home. Today we talk about the actual repair and follow through. Is your company "going for the gold" or are you more likely to experience "the agony of defeat"?

Performing The Repair:

 A tidy tool kit makes a good impression

Gold Medal:

The servicer sets up his work by opening up a briefcase filled with several appliance maintenance products attractively laid out. His tools are well organized and in order. Laying out a drop cloth to catch any spills, he gets to work. He recognizes the problem with the machine and has a factory OEM part to complete the job. He does his work quickly and thoroughly. When the client asks about the maintenance items in the briefcase he points out a few items that could be used on the clients appliances. The client is grateful to have those items readily available and purchases a few items from the briefcase, not all of which apply to the machine that caused the complaint in the first place.

Silver Medal:

The servicer lays down a drop cloth and opens his clean and organized tool box. He recognizes the problem with the appliance and does a quick thorough repair ising the OEM parts that he brought with him. He notices that the appliance he working on would benefit from some regular maintenance and he suggests a few maintenance items that he has in his service vehicle. The client is grateful for the suggestion and purchases the maintenance items mentioned.

Bronze Medal:

The servicer lays down a drop cloth. Opening his clean, but well worn, tool case. He looks at the problem. Recognizing that the part needed was not an inexpensive one he tells the customer that he will have to order the part and come back to finish the call in two days, after the part comes in from his order. He does arrive back as promised and completes the job. The client asks about cleaning products for his appliance and the servicer says he would be happy to order that for them. He does so and a few days later delivers the accessory to the client as promised.

Non-Medallist:

The servicer opens his toolbox. it is a chaotic mess in there. After poking around in it he finds the tools he needs and gets to work. At first he is stumped by the problem but after making a few calls he seems to have figured it out. He then informs the client that the repair will be expensive, but he can order the parts in if the client really likes the machine and wants him to fix it. The client approves of the service work and the servicer says he will be out in a couple of days to finish the job. After about a week the client calls the servicer, who says that the part should be in tommorow and he will come out to put it in as soon as it comes in. After hanging up with the client, the servicer quickly calls in the part order he forgot to place last week. When the part comes in he quickly gets out to the clients home and completes the work. The client then asks about appliance cleaning products. The servicer suggests that the client can get most of those products from Home Depot or Walmart, if they really need them.

Didn't Make the Team:

The "servicer" opens his toolbox. It is a chaotic mess so he starts pulling out greasy tools and lays them on the clients counter top while he keeps digging until he finds what he is looking for in his toolbox. He opens up the appliance and bangs around inside for few minutes. Eventually he tells the client that he has figured out the problem and it would cost too much to do the repair IF he could even find the parts. He suggests the client just replace the appliance. When asked about accessory items, like cleaning products, he states that you could probably get those kinds of things from the big box stores. He also says that he doesn't use that stuff. He tells the client that he is a repairman and not a janitor. His closing shot is "those things are a rip off anyway". The client goes shopping for a new appliance. The used appliance store is happy because they got a machine that came in that looked great. Only thing wrong was needed a twenty dollar part replaced and then it was good as new.

Wrapping Up and Follow Through:

Payment by credit card offers convenience to your clients

Gold Medal:

After performing the repair the customer is presented with a printed out, orderly invoice that explains all the charges involved. The servicer gives the client a refrigerator magnet with his contact information on it. The servicer also takes the time answer the clients questions. The customer is given an option of payment types and pays by credit card. In a few days the client receives an email to follow up and make sure that the problem was resolved to the clients satisfaction.  He also welcomes the client to place a review of his service online. When that happens, the client is sent a thank you note for the positive review.

Silver Medal:

After completing the repair, the servicer explains the charges and presents the client with a readable hand written invoice on a printed invoice form. The servicer leaves behind a refrigerator magnet with contact information and encourages the client to call him if their are any problems with the repair. The client pays with a credit card. The servicer welcomes the client to rate his service work online.

Bronze Medal:

After completing the repair, the servicer presents his handwritten invoice on a printed invoice form. He hands the client his business card. When client asks to pay by credit card, the servicer relectuctantly does so after suggested to the customer that he generally prefers payment by check. No mention is made of a review.

Non-Medallist:

After finally completing the repair. A hand written invoice on a blank sheet of paper is given to the client. When the client offers their credit card to pay they are informed that only checks or cash will be accepted. The client then posts an online review mentioning the slow service time. The servicer replies to the review with an attack on the customer and their "unrealistic expectations".

Didn't Make the Team:

After persuading the client to replace the appliance, the "servicer" collects for his "diagnosis". He will only accept cash and provides no receipt. The client replaces their appliance and goes online to write a review about how badly appliances are made these days and how expensive it is to have a repairman come out just to look at the machine and to suggest replacement. The client never hires a repair person again, having been convinced that all appliances being made "these days" are "junk that aren't worth repairing."

As you can see from our examples, it isn't easy to "go for the gold". The companies that do are the companies that grow, hire new workers, and leave a steady stream of satisfied customers in their wake. If your company is going for the gold, you can prove it. At the ASTI (Appliance Service Technical Institute) in San Diego at the end of the month, they will be holding "The Most Professional Servicer" contest. Register for the contest before February 15 and you could win One Thousand dollars. We know that you will be at the ASTI because you recognize the importance of preparation and training. We look forward to seeing you there. In the meantime, enjoy the games and keep on going for the gold!

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Are you a Gold Medal Servicer? Part 1

Are You Providing Gold Medal Service?

The Olympic games begin this Friday in Sochi, Russia. I am sure that is not news to anyone at this point. Personally, I can say that I have been looking forward to the games since the closing ceremonies of the last Olympics. It is so inspiring to see excellence from around the world in sports that are both familiar and not so much so. At every Olympiad it seems there are a few Cinderella stories of athletes who surpassed all expectations. There are also always athletes who don't live up to the hopes invested in them.

Every day in the appliance service industry is sort of like an Olympic event. Just like in the Olympics, there are some servicers who will perform at the highest level and will earn the gold by providing the clients with top notch service and quality work. There are also those that will suffer "the agony of defeat". The differences between the two servicers might be minimal.  As we see in the Olympics, very slight differences can have a huge impact. One thing that remains consistent is that nobody even gets to the games with out training and preparation. Training and preparation also have an effect your service calls.

In this first of two posts we look at two out of four aspects of an average service call, and see how the medalists do things.


Scheduling the call:

Make sure you start things off right.

Gold Medal:

The client calls the service company. The phone is answered within three rings by a pleasant person who finds out the problem, the model and serial numbers, and the clients contact information. They are able to schedule the call at a convenient time for the client. They email the client with confirmation of their service time and photo of the tech who will be doing the work. They are also able to make sure that the tech going out to the job is armed with all the info he needs as well as the parts needed to handle the most likely causes of the complaint.

Silver Medal:

The client calls the service company. The phone is answered by a pleasant person who finds out the problem, the model and serial numbers, and the clients contact information. They are able to schedule the call for service within a reasonable time frame. They are also make sure that the tech going out to the job is is aware of the nature of the complaint and driving a stocked service vehicle. No special adjustments are made to his truck stock in regards to of the symptoms of the complaint.

Bronze Medal:

The client calls the service company. Answering machine takes the clients call. The client receives a return call within an hour at most. They are able to schedule the call within a reasonable time frame and servicer dispatched has several  common parts with him, in case that is the cause of the problem. Again, no adjustments are made based on the complaint.

Non-Medallist:

The client calls the service company. Answering machine takes the clients call. The client receives a return call that evening or the next day. Client schedules appointment for the next day at the servicers convenience . The client receives another call the next morning asking what the the problem with the machine is and asking how to get to the clients house.

Didn't make the team:

Client calls several times with no returned call. Finally someone answers the phone with,  "This is Joe (Or Hank or Mel-you get the picture, the names have been changed to protect the innocent)". After asking if they have reached the service company, "Joe" makes sure the client is aware of the fees to look at the problem. Advises the client that those repairs can be expensive so he will have to see what is wrong with the machine and then he will be able to quote the repair. The "servicer" stresses that even if he does no repair there will be a charge for the diagnosis-no exceptions!

Arriving At The Call:

It's the little things that can make a BIG difference

Gold Medal:

Prior to arriving at the clients home at the time that was scheduled, the servicer calls to let the client know he is on his way. This sets the client at ease that the stranger at the door is who he says he is. When the servicer arrives he is in a clean vehicle with attractive signage. He is dressed in a clean uniform, is clean and showered,  and he has even eaten a breath mint to make sure that his breath is sweet. He greets the client with a smile and reviews the complaint with the client to make sure nothing was lost in translation when the call was scheduled. Before entering the home, he puts on shoe covers with  no prompting from the client.

Silver Medal:

The servicer arrives in a clean vehicle with attractive signage. He has showered that day and is wearing a clean uniform. He greets the client with a smile, reviews the complaint and as he starts to enter the home, the client asks him if he would take off his shoes. He quickly offers to get a pair of shoe covers from his truck to protect the clients floor, which is all the client wanted.

Bronze Medal:

The servicer arrives in a clean vehicle and within a half hour of the scheduled time. He and his uniform are clean. He verifies what the compaint is and apologizes for being late. The clients asks if he could remove his shoes before entering the home to do the repairs and he does so.

Non-Medallist:

The servicer arrives within an hour of the scheduled time. He offers no apologies or explanations. His uniform is clean except for a bit of an oil spot on his shirt. When the client asks to remove his shoes, he complies but tells the client "when you smell these feet you will want me to put the shoes back on" or "I don't usually take off my shoes for a service call, but if you insist..."

Didn't Make the Team:

Eventually the servicer shows up after the client has waited for most of the day. He parks his beat up truck in the customers driveway. The truck has a small leak that the client will notice later. The "servicer" is dressed in a pair of hole-y jeans and his t-shirt has seen better days. When the client asks if he would remove his shoes, he acts offended at the suggestion that he is not good enough  to walk on the clients floor and flatly refuses to accommodate the request.

That wraps up the first two events in our "go for the gold" service call, as you can see it isn't easy to get the gold! Tomorrow, we will look at the parts of the call that happen after the servicer enters the home. We will also tell you how you can prove to others in our industry that you are gold medal service company, and make some money in the process. Join us then!

For more from education and entertainment from W.L. May Company click...HERE

Kelly's Korner - Michael Moore

Hey, All,

I just want to share with all of you about the son of one of our customers and how this young man has taken his childhood experience of growing up in the appliance repair business into education, training and beyond.

Michael Moore is the son of Kelly Moore of Salem Appliance Repair and Antiques in Salem, Oregon.  He has grown up helping his dad clean and repair appliances since he was a child.  He helped his father start Salem Appliance Repair and runs the business on summer and winter breaks while his dad goes on a well deserved vacation. 

Michael is now a senior mechanical engineering student at Texas Tech University in Lubbock, TX and will be graduating in May.  His list of accomplishments is very high:

Member, chapter public relations officer then regional VP for the international honors society Phi Theta Kappa
Officer and webmaster of ASME (American Society of Mechanical Engineers)
Founding president of the Tech Gun Club
Team member of HVAC group design project and the senior mechanical engineering design project
One of ten selected nationally for ASME Petroleum Division's Collegiate Council
Co-founder and operator of Salem Appliance Repair

And the list goes on and on.

Michael is actively looking for employment that will utilize his education, appliance knowledge and organizational skills.  He has applied to several companies, one of which is Whirlpool's WERLD Program. (Whirlpool Engineering Rotational Leadership Development Program).  Check out this program Whirlpool offers - this is where the next generation of appliances is coming from.  Having come from an appliance repair background, Michael is aware of what works and doesn't on appliances, and what it's like to actually repair them and not just design them.

It is always a pleasant - and sometimes interesting - time when Michael is home working at the shop.  He comes up with questions that I have never heard in my 13 years of working here.  He definately keeps me and his father (yeah, we're both Kelly's lol!) on our toes!

Michael - good luck on your career endeavors and I am pleased and proud to know and work with you!

Have a great week!

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Monday Motivation: Our Blogs First Birthday

Today is the first birthday of the W.L. May Blog. Thank you for your support.

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