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Weekly Competitive Appliance Report
Click here for this week’s Weekly Competitive Appliance Report.
To be added to the distribution list for this report please email Bob Donaldson at bob.donaldson@brandsource.com. |
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Weekly Competitive Electronics Report
Click here for this week’s Weekly Competitive Appliance Report.
To be added to the distribution list for this report please email Bob Donaldson at bob.donaldson@brandsource.com. |
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NEW!
Successful Selling
Add Value to this Fall’s Cash for Clunkers Appliance Rebate Program with Expert Protection Coverage
Today, “Cash for Clunkers” (CFC) applies to more than cars. Targeting home appliances, a new CFC program is starting this fall and will continue into early 2010. The CFC appliance program should have consumers flocking into stores looking for deals on efficient, Energy Star ® products. Sponsored by the U.S. Department of Energy (DOE), and funded with up to $300 million from the American Recovery and Reinvestment Act, the program will offer consumers rebates on purchases of new Energy Star-qualified appliances when used to replace outdated equipment. This is good news for appliance and consumer electronics dealers. While program details are being ironed out, dealers can expect rebate amounts to range from $50 to $250, depending upon the product and purchase price. By leveraging the cost savings of the rebate program, combined with Federal tax credits and other financial incentives, dealers are positioned to benefit from CFC in two ways - (1) sell more products, and (2) sell more services by encouraging customers to invest those extra dollars in an extended service plan (ESP) to protect and maintain their new purchase. As dealers help customers realize the financial benefits available under the rebate and related incentive programs, it is also important to point out know how much a new Energy Star appliance can save on annual utility bills. Dealers can easily demonstrate how the cost of Expert Protection coverage can be recouped through the annual cost savings derived from using an energy efficient appliance or from the CFC rebate itself. For example, the dealer could introduce Expert Protection by asking the customer, “Are you aware it is possible to save up to $135 in annual energy costs by replacing a washing machine manufactured before 2000 with an ENERGY STAR unit? Using a portion of those utility bill savings, or applying part of the CFC rebate to buy an Expert Protection plan will ensure that your new technically advanced ENERGY STAR washer stays in peak operating condition, delivering the savings you expect.” Another good strategy is to emphasize how Expert Protection saves money on costly repair bills. By noting that in the event of an appliance failure, the entire cost of Expert Protection is usually much less than the price a customer might pay for a single out-of-pocket repair. Help the customer understand that the money saved during the life of an Expert Protection covered product can be significant, and goes hand in hand with the long-term utility bill savings on an energy-efficient appliance. Information about the ENERGY STAR appliance rebate program is available through your state’s energy office at: http://www.energy.gov/InYourState.htm. To learn more about the ENERGY STAR program visit http://www.energystar.gov. For expert advice on the Expert Protection program contact your Brand Source National Market Manger. This article was contributed by Sean Hicks of Expert Protection. |
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NEW!
Expert Protection Furniture and Mattress Program Publishes Q4 Furniture Connection
The Expert Protection Furniture and Mattress Program has published the Q4 edition of Furniture Connection, a quarterly newsletter designed to provide helpful selling tips, program updates and other valuable information about the program. To download the newsletter click here. |
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IMPORTANT!
Preliminary Information Regarding
Service Rate and Referral Enhancements
As reported previously, administration responsibilities for the portfolio of contracts sold January 16, 2006 through November 9, 2008, currently administered by NEW/WaCA, are being shifted to the current Expert Protection program.
While full details of this move will be published soon, there is important preliminary information that Expert Protection servicedrs need to be aware of:
1. Service rates and service referral first right of refusal will be available to current Brand Source members that are actively selling the Expert Protection program. If you have not entered contracts or have begun selling contracts from another provider due to the confusion around the Expert Protection program this year, you are encouraged to begin remitting business to Expert Protection now at www.expertprotectiononline.com. If you need assistance in getting set up please contact your Brand Source National Market Manager. 2. Hold times are expected to be very lengthy for the first 60 days following the portfolio move. After this time staffing levels will be adequate to handle the additional call volume. To improve the level of service to your customers you are encouraged to utilize Expert Protection’s Online Repair Order Creation function at www.expertprotectiononline.com. See the schedule of Expert Protection Online REPAIR ORDER CREATION Training webinars in the article below to train you on how to use this important tool. 3. In order for you to receive service referrals from Expert Protection you must return your service packet. If you have not, or are not sure you have, returned your packet please contact your Brand Source National Market Manager for assistance.
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UPDATED INFORMATION!
Expert Protection Schedules Systems Training Webinars
See webinar log-in instructions at the bottom of this article
ExpertProtection Online REPAIR ORDER CREATION
Training
IMPORTANT!
Attend this webinar for instruction on how to create a repair order online. Your ability to do this will be very important for the first 60 days following the NEW portfolio move.
This training session is for both self servicing and non-self servicing dealers. Training instructs dealer on how to quickly assign a Repair Order on behalf of their customer by using ExpertProtectionOnline.com. 30 minute session.
Password for Online Session:
epnewro
Conference Call Telephone Number:
(877) 531-0127
Conference Call Passcode:
8177856271
Schedule (all times Central):
10/21/2009 2:00pm
10/30/2009 10:00am
11/3/2009 10:00am
11/5/2009 2:00pm
11/9/2009 11:00am
11/12/2009 2:00pm
11/16/2009 10:00am
11/17/2009 11:00am
11/19/2009 2:00pm
12/1/2009 10:00am
12/4/2009 11:00am
12/8/2009 2:00pm
12/10/2009 10:00am
12/14/2009 11:00am
12/17/2009 10:00am
ExpertProtectionOnline SYSTEMS Training
This training session is for self servicing dealers. Training covers all ExpertProtectionOnline functions with the exception of Contract Entry. These functions include: Contract Change Requests/Modifications, Repair Order Creation, Parts Ordering, Claims and Replacement Invoicing, Claims Detail Reporting and more. 90 minutes.
Password for Online Session:
epwcps
Conference Call Telephone Number:
(877) 531-0127
Conference Call Passcode:
8177856271
Schedule (all times Central):
11/5/2009 3:00 PM
11/18/2009 10:00 AM
12/7/2009 10:00 AM
12/21/2009 10:00 AM
ExpertProtectionOnline SYSTEMS Training for NON-SERVICING Dealers
Description:
This training session is for non-self servicing dealers. Training instructs dealer on how to quickly assign a Repair Order on behalf of their customer, submit claims for replacements, Contract Change Requests/Modifications and how to check the status of a submitted claim (initiated by the dealer). 60 minutes.
Password for Online Session: epnonsvcr
Conference Call Telephone Number:
(877) 531-0127
Conference Call Passcode:
8177856271
Schedule (all times Central):
10/28/2009 11:00 AM
11/6/2009 3:00 PM
11/20/2009 10:00 AM
12/3/2009 10:00 AM
12/15/2009 3:00 PM
ExpertProtectionOnline CONTRACT ENTRY Training
Description:
This training session is for all dealers who submit plans via ExpertProtectionOnline.com. Training includes contract registration, monthly submission processes, Contract Change Requests/Modifications and basic contract search functionality. 30 minutes.
Password for Online Session:
sellplans
Conference Call Telephone Number:
(877) 531-0127
Conference Call Passcode:
8177856271
Schedule (all times Central):
11/3/2009 3:00 PM
12/2/2009 2:00 PM
Webinar Log In Instructions
Please start logging on 10 minutes before the scheduled start time.
Please read the instructions carefully.
Step 1: Log On to the Webinar
-Go to warrantech.webex.com (no “www” in front)
-Clicking on the Training Center tab at the top of the page
-Select the training session by clicking on the “Join” link on the right side of the screen for the correct training title and time
-Enter required information (name, email address)
-If requested by the system, download the required software to enable viewing of the presentation.
-Proceed to Step 2 below
Step 2: Dialing into the Teleconference
-You must dial into the teleconference line in addition to logging into the webinar-this is for the audio portion of the training
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Technician and Truck Identity Programs
Brand Source Service is rapidly growing into an established and recognized service solution for consumers, manufacturers and other entities looking for a national service provider.
Capitalize on BSS’s growing brand recognition by identifying your company as part of the BSS network using the programs below.
Uniform Emblems
Brand Source Service
Truck Signage
Enter username “truckskinbs” and password “brandservice”
Ronald McDonald
House Charities
Emblems
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NEW!
Lowes Making Move Into Appliance Service
Lowes has been testing a service initiative in the Dallas, TX market for the past four years or so. It appears that the pilot program, dubbed Lowes Service Advantage, went well enough that Lowes is now positioning itself to launch the service initiative nationally. While the details of how Lowes will structure their service organization are unknown, what is known is that they are staging for the solicitation of independents for servuce fulfillment.
This may be troubling news for indpendents, retail and service alike, in that service provision is one edge that servicing dealers hold over most big box retailers. With Lowes entering the service arena that advantage may be diminished.
While it’s common for independents to casually write big box retailers off as lumbering giants that can’t execute the finer points of service and retail, that would be a mistake with Lowes. Lowes has steadily gained market share over the past several years and has drawn a giant target on the back of Sears, making no secret of their intent to make supplant Sears as the #1 appliance retailer. Add the fact that Lowes generally does a very good job of administering out-sourced services (delivery, installation, et al) this could be a silver bullet for them.
Whirlpool recently sent letters announcing Lowes plans to many of it’s “key” independent service providers alerting them that they will soon be contacted by Lowes Field Service Managers to recruit them into the Service Advantage network.
The question begs, do independents get on board with this to take advantage of the call volume, or do they abstain in the interest of self protection?
The answer is one that can only be answered on an individual level. Brand Source Service has long proclaimed that it is a mistake to refuse any work based solely on emotion, but instead decisions should be good business decisions based facts and data. BSS is not foolish enough to give a general mandate to the membership, but will state that this decision must be given long and careful consideration.
These are very interesting times for our industry full of pitfalls and opportunities. The challenge unfortunately is learning to tell the difference between the two. Keep an eye on future publications of The Expert Edge for more on this issue.
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NEW!
Brand Source Service Member Meeting to be Held Prior to MSA Convention
Brand Source Service will be hosting a member meeting Sunday, January 31, 2010, prior to the opening of the MSA Convention at Caesar’s Palace in Las Vegas, NV. This is a great opportunity for BSS members attending the MSA Convention to network with fellow BSS members and take advantage of a meeting full of meaningful information.
Brand Source Service members are encouraged to arrive in Las Vegas Saturday, January 30. The BSS meeting will begin Sunday morning at a time yet to be determined. A meeting agenda will be published in the days to come.
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United Servicers Association and Parts Distributors Partner for Regional Service Meetings
United Servicers Association (USA) and several parts distributors have partnered to host regional service meetings in several parts of the country. Follow the links below for information on each of these opportunities.
This meeting will feature a business management training presented by Dean Landers on how to build customer loyalty, increase your chances of repair vs. replacement, enhancing profitability, increasing first time completes, reducing cycle time and flat rate pricing.
Technical training will be presented by Whirlpool on current issues being faced by servicers.
This meeting will feature business management training presented by Paul MacDonald on understanding the true cost of doing business and how to calculate it, understanding what drives first time completes and how to increase them, and the advantages of flat rate pricing.
Whirlpool field service representative Dan Manley will provide technical training on current issues facing servicers.
This meeting will feature business management training presented by Paul MacDonald on driving technician productivity and increasing profitability, creating policies and procedures for your business, increasing first time completes, calculating your cost of doing business and how to structure your income statement.
Whirlpool Regional Service Manager Tim Burdick will present technical training on Whirlpool front load laundry. equipment.
Eligible Brand Source Service members may use their Brand Source Scholarship to pay registration fees for these events. to download the Brand Source Service Member Benefits Claim Form click here.
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Brand Source Service to Host Business Management Training Seminar in Indianapolis
All New Content!
Brand Source Service, in association with United Servicers Association (USA), is excited to announce a service business management training seminar in Indianapolis, IN Thursday, October 29. What is the format of the seminars?
Join us Wednesday evening for a trip to the John Force Racing facility. John is the winningest driver in NHRA history and he and his racing daughters are proudly sponsored by Brand Source. We will tour the facility, visit the museum and make a stop in the souvenir shop. The seminar will begin Thursday morning with roundtable discussions on service business management topics and will continue with business management training for owners and service managers. The event will conclude with a demonstration of the Scratch-B-Gone stainless steel restoration system. Who will provide the training?
Professional speaker and President of USA Dean Landers will facilitate the round table discussions and present the business management training. J.R. Zirkelbach, Director of Brand Source Service, will give a demonstration of the Scratch-B-Gone system. What is the content of the business management training?
Training will focus on protecting your business from liability, retaining employees and technicians, driving technician productivity and increasing profitability. Best business practices, proper documentation, waivers, pricing, and marketing will be the primary areas of focus. Who is eligible to attend?
This seminar is an industry event and all appliance service companies are welcome to attend, provided they are not members of a competing buying group. Brand Source and Brand Source Service members may attend at no cost. How do I sign up?
Click here to download the registration form. For more information please email servicers@brandsource.com or call (714) 502-9620. |
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FREE PSA Membership for Brand Source Service Members
Brand Source Service members are being offered a one year free membership in one of our industry’s most dynamic service organizations, Professional Servicers Association (PSA).
PSA is an all-volunteer organization offering assistance to service centers in the areas of educational opportunties, member tools and ongoing communications.
This offer expires October 31, 2009 so don’t delay!
PSA is committed to helping you make your business more efficient and profitable. They are committed to giving each servicer, large or small, a voice in industry affairs.
For more information or to take advantage of this offer click here to download the membership application and informational bulletin.
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Brand Source Service and Whirlpool to Operate Regional Technical Training Centers
Registration Form Now Available
Brand Source Service, with the support of the Whirlpool Corporation, will be hosting regional technical training seminars in several markets across the country in the Spring of 2010.
The regional events will be built on the traditional week-long Whirlpool technical training center format. The sessions will feature in-depth technical training conducted by Whirlpool product training specialists on current models utilizing the latest technical advances and innovations.
Training sessions will be open to all service companies regardless of Whirlpool service authorization. The training is designed for the inexperienced tech or the experienced tech that needs training in an area where expertise is lacking.
Click here to download the registration form. Brand Source Service members have the ability to use Brand Source Service Scholarship funds to help cover registration costs. To here download the Brand Source Service Benefits Claim Form.
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United Servicers Association Publishes October Edition of e-Servicer
United Servicers Association has published the October edition of e-Servicer. This edition features articles on the following topics:
- Service Matters Lockdown?
- Smooth-top Range Recall
- Service Power Store Opens
- Private School for Technicians
- More Revenue Less Costs
To dowload the publication click here.
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Conventions, Seminars, Webinars and Training Opportunities
Click the links below for more information
Registration has opened for the 2010 Appliance Service Technical Institute (ASTI 2010). ASTI 2010 is a premier appliance service training event held jointly by United Servicers Association (USA) and Professional Servicers Association (PSA).
Marcone Servicers Association (MSA) has announced the 2010 MSA Convention to be held January 31-February 3, 2010 at Caesar’s Palace in Las Vegas, NV. Early Bird registration of only $299.00 is available until October 31, 2009 for MSA members.
MSA Fall Technical Training Rotation
Marcone Servicers Association has announced their Fall technical training schedule.
Training will include:
- Kitchen Aid Dishwasher: Operation overview, component access, testing and diagnosis, props and handouts
- LokRing Tool: How-to, pros and cons, props and handouts
- Bosch Dishwasher: Operation overview, component access, testing and diagnosis, props and handouts
- Bosch Dishwasher: Operation overview, component access, testing and diagnosis, props and handouts
- EverPure: Installation, descaling, trouble shooting, props and handouts
- PTAC: Basics, operation, components, testing and diagnosis, props and handouts.
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GE Announces Fall Back. Get Money Back. Water Filter Promotion
This fall when customer’s turn their clocks back, they are reminded to use the time change as a reminder to change their refrigerator’s water filter.
Not only will they get back that hour they lost last spring, they’ll also get back up to $20 of the cost of their
replacement filters!*
Enjoy the benefits of filtered water: the great taste for drinking and cooking, and the extra sparkle and fresh taste it gives your ice. The SmartWater™ Twist and Lock System makes changing filters quick and easy, too. Buy extra replacement filters now, and save!
Click here to download a bulletin and claim form with full details.
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Programs
Promotions, and Discounts
Click the links below for information on the programs, promotions and discounts shown:
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National Market Manager Contact Information
Click here to download a map with the contact information for all Brand Source National Market Managers.
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