2. 12/22/16 2
Agenda
Breaking down your service
department.
How many layers are there in service?
How important is service to your
business?
Can your current service department
grow your existing business?
3. 12/22/16 3
Service Techs
Let’s break it down!
Techs are an extension of the sales rep and
customer service.
Techs are the face of your company.
Techs tend to get to know your customers better
than your sales reps.
Techs are the real “office hero”.
How are your techs presenting themselves?
So are we viewing our techs in this way?
Or are we looking at them as drag to our bottom
line of GP $?
4. 12/22/16 4
Service Techs
What are other services we can offer?
Laser Printer Repair
Paper Shredder Repair
Add on sales items to compliment current
offerings
Look to your techs for some of these ideas
5. 12/22/16 5
Service Department
Objectives
Set up service procedures and company
goals.
Stick to PM’s, they will help cut down on
emergency service calls.
Give your customer the “White Glove”
treatment.
Treat the techs as their own managers.
Comp plan for leads, new sales, upgrades,
and testimonials.
6. 12/22/16 6
Questions to ask yourself
How many calls a day?
How many machines can a tech service
in a defined territory?
Do you monitor call back? (machine
type, same tech, etc.)
7. 12/22/16 7
What does my service dept.
look like?
How should I set up my service department,
how should it look?
How $ in parts should I stock? (25-30% cost of
the machine for 36 month period)
What are my avg. sales $ per machine? (per
one cup & traditional brewers)
What type of software/dispatch system should
I use?
9. 12/22/16 9
Next Steps
We would like to follow up with with an
online survey.
We want to gather service data to better
help you service your customers and
expand on services..
Do you have plans to continue with service
education?
Start turning ideas into reality.
10. How can we help?
Following this meeting you will be receiving
an email to participate in an online survey.
We will drill down on some of the subjects
discussed during this summit.
Please take the time to answer this survey
(we will be reporting our results)
If you wish to find out more information on
these topics, new services, and/or just need
help email us at:
rstewart@namacoffeeservice.org
Editor's Notes
Give brief bio on each of us.
This will be our focus for this session. We would like to have your feed back, tell us your thoughts, ideas, and share your experiences. We want you to gain in this type of session.
Do your techs have an open and close procedure for your customers? We created a script for new hires. Helps keep things in check and consistent.
Customers will tend to be more honest of forthcoming with a tech about issues or possibly a competitor that is trying to steel the business.
Uniforms-appearance
I have seen this while doing a ride along with my techs-they start talking about kids, sports, hobbies, pets, and etc. I love to see and hear about this, this only makes that relationship stronger.
They can save the day, account, and become the consultant
In my last tech meeting I gave my guys a suggestion sheet. I asked them for 1-5 things they would change in our department and what other services we could offer to our customers. I got back from them= laminators, vending, binding machines, plant care,
These other equipment companies are looking for other ways to grow their business and willing to train and set up the right dealers.
Write down your service commitments and share with the sales and service reps. Examples=NBD service, installs 72 hours, 4 hour emergency service, and etc. Also you can include what you expect from the sales rep to provide for installs, PM schedules, and etc.
PM’s, I have looked closely at this and accounts that we do a regularly scheduled PM on we have less service calls and less emergency situations.
White Glove= My motto is leave it better than you found it and actually I got this from working with my dad. I often do follow up visits after my techs have done a service call or install.
If you give your techs a little freedom and some self responsibility they really feel like they are apart of the business. Take in consideration their ideas, thoughts, and suggestions. Sometimes we let our employees advice somehow slip away or don’t give it any thought.
We give out $25 gas cards for new sales leads and testimonial letters we receive from the customer.
We shoot for 6-8
600-800 machines per techs territory
This is where a good software program, with reports comes in handy.
We discuss all call backs with the tech.
This is where the manufacturers rep can help with bin labeling and part info and cost on excel spreadsheet.
$1500-2000 per year, per machine in all related break room sales
This seems to be all over the place when you ask each operator, as to what they use for software. There are so many different software companies to use, we would like to know what has worked for you and what hasn’t. This is something that needs to be at the NAMA shows for operators to view and interact with.
Track the techs profitability, parts, equipment status. Cost of doing service ($65-75 avg.) Machine life cycle and what is your MIF.
Reference the similarity of how the imaging equipment and coffee equipment work.
This is why attend these events, is to become better operators and offer our customers new things or ideas. If you need help look to NAMA and your manufacturer reps to assist. Their success depends on your success.
I believe that technology is going start taking a big role in coffee equipment. From the software to manage our division and the technology that is being put into new equipment. Take a look around at de Jong, Avalon, Keurig, and many others.
Closing: I was asked what is the most important thing an operator could do to make his business better than his competition. We have to embrace technology from the equipment manufacturers and also bring it to our office. We must make on going training of employees a standard practice. Social media is becoming a huge a massive way of putting out what you can offer to clients. Example about changing tech: Steve Jobs did not invent the cell phone. He took the cell phone and made it much better. He had the vision to recreate and take multiple things we love like music, pictures, internet, games, and ect.
