What Would You Like?

Whats on YOUR wish list? We would love to know.

Here at W.L. May Company, we have always made it our goal to have what you need on hand and ready to go before you need it. We uses many techniques to anticipate future needs such as factory recommendations, inventory monitoring and tracking, and in some ways the most important: client feedback.

Client feedback has been responsible for introducing us to several products through the years. In fact, some of our most popular accessory items were introduced to us by our clients either telling us about a product or asking for our help in locating a product.

W.L. May Company has made a commitment to helping to further the success of our clients. The most outwardly visible way of doing this is by participating in trade groups, such as United Servicer's Association. Another way to help further your success is by our concentrating on stock availability and accuracy of all details of our business from the initial research assistance, to making sure warranty credits are applied quickly to your account. It takes some time and effort. Much of it happens out of the sight of our clients, but we hope you notice the results.

On the subject of furthering our clients success, we know that it takes more than just parts for a service business to stay successful and grow. It takes good equipment, a good appearance, and more and more it takes computer expertise. Our position in the supply chain means that we are approached regularly with solution suggestions for all of those issues.

So we pose the question: "What would you like?" Are there aspects of your business that you are struggling with and would like some assistance or direction? Uniforms, trucks, software, tools? Let your parts expert know what you are struggling with and we will do our best to help address those needs.

Thanks to all of our clients for your help and support. We look forward to hearing your suggestions. Have a great servicing day out there!

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!

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

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

Thoughtful Thursday: Service Commitment Integrity

The W.L. May logo has three words on it that define our mission at W.L. May. Those words are "Service, Commitment, Integrity". How do we live those words at W.L. May?

• SERVICE  Service is at the core of everything that we do at W.L. May. That means that when you call us you will reach a live receptionist and not an automated menu. We take the time to help you research needed parts, even the ones that don't come up on the search word option of the research programs. We can work with you to consolidate orders and save you freight overhead, Shipping to your customer? No problem, we can do that too!
• COMMITMENT Commitment refers to our commitment to your success. Whether in the appliance repair trade or just a weekend project, our commitment is to YOU. This means tips to help install parts. It means active participation in trade organizations that are working to educate the trade on matter both business and technically related. It's this blog, and Facebook and Twitter, It means providing you with the tools to run your company successfully. It means giving our all to serve you better.
• INTEGRITY Integrity means a lot in a business that is as trust dependent as the appliance repair industry. We live that integrity by maintaining consistent pricing and maintaining a deep inventory. Our website shows you live actual inventory at that moment, not what was true several hours ago. Integrity means that when you have a credit due on your account it is given to you as quickly as possible. It sounds simple, but often overlooked: JDWYSYWD Just Do What You Say You Will Do. That's how we do things and it has served us well since 1923.

Our customers enjoy the service, commitment and integrity that we offer. If you haven't tried W.L. May as a source for your parts, let us show you the benefits of our approach to the part business. We'd love to help you out, and like they say in those late night TV ads: "Operators are standing by."