ServiceSource’s Town Hall Breakfasts are a font of best practices.
Special sessions, guest speakers on tap for the show
YSN Staff
Attention BrandSource servicers attending the AVB 2025 Summit: mark your calendars for Monday, March 24 and Tuesday, March 25 and block out plenty of time.
That’s because ServiceSource will be fielding two days of special sessions delving into the finer points of running a successful service operation.
Talent Hunt
It all begins Monday morning at 10 a.m. with an education session titled “Unlock the Secrets to Finding and Training Top-Notch Service Technicians.” Hosted by CareerPlug’s Steve Fowler and Susan Broan of Master Samurai Tech Academy, this exclusive session will reveal the best strategies for hiring and training your next service technician.
Discover what today’s job applicants want, and learn how to craft irresistible job postings and a captivating careers page with CareerPlug. Once you’ve secured the right talent, Master Samurai Tech Academy will guide you through the essential steps to effectively train them, ensuring they’re ready to deliver outstanding service to your customers.
Say What?
Next at 11 a.m., Tim Fuller of SCS Communications will help “Elevate Your Customer Service Game” by unveiling communication strategies to create exceptional customer service experiences. Fuller will explore the essential tools and metrics that fuel success, share proven best practices and foster a dynamic, collaborative discussion on improving operations. Bring your experiences and insights on customer communication, and discover new strategies during this fun, engaging session where everyone can learn, share and contribute to elevating customer service excellence.
The Basics
The ServiceSource sessions will resume after lunch when Jack Miller of Service Company Solutions will help members “Master the Essentials of a Successful Service Department.” During this insightful seminar, Miller will uncover the key ingredients of a thriving service department. Dive into crucial topics like setting perfect pricing, balancing warranty and COD work and how triage can boost efficiency and profitability. Discover various pricing methods, learn how to motivate and support your technicians and gather tips to keep your team consistent and engaged. This interactive class promises a blend of learning and open discussion, providing a platform for sharing ideas and experiences.
Dirty Laundry
Wrapping up the Monday agenda at 2:00 p.m. will be Procter & Gamble’s Diane Hoffman, who will explain how to “Transform Your Service Skills with Cascade and Tide.” During this immersive session, Hoffman will unravel the mysteries of chemistry, temperature and water and will address education issues that can affect the performance of dishwashers and laundry pairs.
Gain practical tips to tackle consumer concerns that go beyond mechanical problems, and get an exclusive preview of the P&G website featuring educational videos, troubleshooting guides and free samples for technicians to share with customers. Don’t miss this chance to enhance your expertise and provide even better service.
Share and Share Alike
Finally, kick off Day 3 of Summit with Tuesday morning’s ServiceSource Town Hall Breakfast at 7:30 a.m. Hosted by BrandSource VP Jarred Roy, the gathering will focus on the world of service operations and will provide an opportunity to uncover and share best practices straight from the experts: you. Through engaging discussions, you’ll explore proven strategies that drive success and efficiency in service operations. Whether it’s enhancing team performance, optimizing workflows or leveraging new tools and technologies, this session promises valuable insights and actionable takeaways.
Come prepared to contribute your experiences and gain fresh perspectives while enjoying a tasty breakfast in the company of your peers. Suggested discussion topics include:
- Pre-screening service calls before truck roll (triage)
- Finding and training new technicians
- Right to repair issues
- Service marketing to grow your COD business
- How to manage the tech’s parts and paperwork
- Drop shipping parts to customers
Don’t miss these opportunities to elevate your service operations to new heights.
For more information and to register for Summit, visit AVBevents.com/summit.
YSN publisher AVB BrandSource is the nation’s largest merchandising and marketing co-op for independent appliance, mattress, furniture and CE dealers.
