BrandSource Updates Service Playbook

By Alan Wolf, YSN

It was a little over a year ago that BrandSource re-wrote the rules for self-servicing members by introducing the Service Playbook.

An indispensable value-add from BrandSource’s National Service Committee, the Playbook was a comprehensive tactical guide that addressed every aspect of a service operation, from tech retention, training and compensation to inventory control, fleet management and profitable billing rates.

Now, the best just got better. At last week’s second annual National Service Day event, the Service Committee announced a new, enhanced Service Playbook 2.0. Based on feedback from BrandSource dealers, the exclusive resource has been updated with an increased focus on improving efficiencies; a doubling of vendor contacts, to four pages; and additional insights into determining the cost of doing business.

The latter, noted one Service Day attendee, is critical in setting fair and equitable service rates that can support a profitable service operation. “You have to gauge your business and determine if you’re profitable,” he said.

To that end, several dealers noted that they successfully renegotiated their OEM warranty repair rates, raised their prices to consumers, and even began charging for excessive mileage — all with no pushback from vendors or customers.

The price increases, combined with the Playbook’s recommended efficiency improvements, can go a long way toward realizing the Service Committee’s goal of achieving profitability for all servicing BrandSource members within three years.

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As BrandSource service consultant Paul MacDonald observed in the updated Playbook’s forward, “The time is now”— in the wake of labor shortages, supply-chain challenges, and ever-increasing business costs — “to get your operations and service rates in order … BrandSource’s Service Mission to make servicing dealers profitable within three years may be a lofty one, but with hard work we can make this a reality.”

The new Service Playbook 2.0 is available exclusively to members in the BrandSource Backroom.

BrandSource, a unit of YSN publisher AVB Inc., is a nationwide buying group for independent appliance, furniture, mattress, and CE dealers.