Retail Observer

RETAILOBSERVER.COM JULY 2014 64 C harles Darwin said: "It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change." Our industry and our economy are changing. In the last seven years our country has outsourced millions of jobs. However there are some jobs that because of their nature can not be outsourced. Some of those jobs are: • Waiters and Waitresses • Janitors • Food Preparation • Cashiers • Retail Sales Persons • Registered Nurses • General Managers • Teachers • Appliance and Electronic In-Home Service Professionals Notice that the occupation that you have chosen is on the list. Also, notice that only three of these positions require a college degree. The rest including the in-home service professional rely on on-the-job training. Obviously YOUR advantage is that you have chosen to be part of an industry that, at this time, cannot be outsourced. However, because our industry does not require a college degree OR industry credentials to prove a technicians competency, anyone who can turn a screwdriver can call themselves a technician and as is the case with some irresponsible companies, turning a screwdriver is the only requirement needed to be hired and then sent out to the unsuspecting consumers' home in the guise of a true professional. The independent service shops are now facing stiff competition from low cost labor providers who consistently hire people without industry credentials. This forces the independent service shops to either compete by lowering their rates (and their standard of living) or just not do business with those companies demanding the low rate. Cheap labor is an attack not only on the independent service professional but on the true stakeholder which is the consumer. As independent service professionals you must recognize the level of competency and proficiency at which you are expected to perform. Today's sophisticated appliances and educated consumers demand skill levels and aptitude that can only be achieved with education and experience AND proven with the credentials that only industry based Certification provides. The INDUSTRY'S demand for certified professionals, the manufacturers demand for world class service AND the independent service professionals need to differentiate their business from the rest of the competition are the driving forces behind the certification movement. Certification raises the level at which the consumer views the independent service provider and proves to the consumer that their shop has the credentials necessary to meet their expectations and competently complete their service repair. BUT MORE THAN THAT... Certification also gives YOU the credentials, recognition, confidence and self esteem that you are one of the best in the industry, measured with your peers. If you are not a certified appliance professional and if your shop is not a Certified Service Center, I challenge you to consider the advantages to becoming one. I also challenge the Manufacturers and TPA's to look seriously at the Certification Movement and begin to offer incentives and encouragement to those shops that exhibit the professionalism and pride of becoming certified. Remember if you want to be successful its simple, love what you are doing, believe in what you are doing and most importantly know what you are doing. CERTIFICATION AND THE APPLIANCE INDUSTRY S E R V I C E D E P A R T M E N T RO Ralph E. Wolff , MCAP, CSM Industry Relations, PSA Service News features alternating writers discussing topics of the service industry.

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