Retail Observer

RETAILOBSERVER.COM SEPTEMBER 2020 62 L et's be honest, 2020 has been a year like no other for businesses worldwide. Even though appliance sales and service was deemed essential, we took a significant hit, no one understood what was happening or what was coming next. Most businesses ground to a halt, and some shut down for weeks, if not permanently. Many employees were furloughed and thousands were laid off. Layoffs were not uncommon in 60% of the sales, customer service and service sectors. Six months into the crisis, commercial repair techs (restaurant equipment repairs) were still not back at work, and the virus was going strong with a vengeance. At the start of it all, many appliance businesses experienced dramatic sales losses, but then quickly saw sharp increases in ecommerce sales. In-home repairs went from an initial drop of 75% to service requests far exceeding capacity. Technicians who'd been laid off or furloughed were now being called back to work, but there weren't enough of them to meet the demand, and companies were booking service weeks out as they struggled to meet the resurgence. Some senior technicians made the decision to retire permanently while others found safer work in other industries to support themselves. There's still a massive demand for appliance service technicians nationwide. What didn't change was where to find and hire service technicians. The debate remains strong on whether to hire existing techs or train new ones. Experienced technicians are hard to find, and while they may provide immediate productivity they often come with bad habits. Developing new techs from scratch takes longer, and it's more costly to get them up to road-worthy status, but they're far more eager to learn and generally have a more positive attitude. Job search companies seem to be the best resource, but don't forget industry job boards such as the ones at Fred's Appliance Academy and Dyer Appliance Academy. Before the pandemic it was good practice to pre-screen candidates and have them complete pre-employment aptitude and mechanical testing online from companies such as Criteria Corporation, before asking them to come for an in-person interview. While these remain solid business practices, video conferencing in business has become the norm to avoid personal contact and add protection from the virus. This new approach to interviewing prospective technician candidates has proven very effective and time-efficient. Once you find the right candidate with the personality, skills and location, go for it and make the job offer. With technicians in such high demand "he who hesitates is lost" is very relevant. Do not wait for Mr(s). Perfect to come along, because while they may exist, they may not be available right now, and you can't wait. Give the prospect a clear, concise, and fair job offer that spells out what you expect and your expectations. You may have to pay more during these times, but don't let higher wages scare you; simply raise your service rates to offset the higher cost of labor. Training a new hire technician takes a lot of work, but it's rewarding when you succeed. Online education in appliance repair theory combined with ride-alongs with senior techs make a great combo to train a newbie technician. Look into "Master Samurai Tech Academy" for the best online training program. I've used this method to create more than 30 new technicians in the last four years, and I can tell you from experience it does work. To be successful, you, the owner, must be involved and set expectations for training timelines and desired certifications the new techs need to pass. Hold your employees accountable and inspect what you expect. Set clear, realistic KPIs for all technicians and reward their success. Be sure to understand people's learning habits and accommodate them as necessary. Probably the most important action you can take is to communicate often with your new hires and existing technicians. Paul Mac Donald Expert Service Coach at PMDgroup.ca S E R V I C E D E P A R T M E N T RO NOW HIRING!

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