Seventeen members receive service certification
YSN Staff
BrandSource servicers lauded last month’s 2025 Spring ServiceSource Institute of Service Management (ISM) for its wealth of operational guidance and insights.
Hosted by AVB BrandSource and led by ServiceSource point man Paul MacDonald, the third-ever ISM brought 18 service professionals and industry leaders together in four two-hour virtual sessions. The interactive training series culminated in a final written exam to test attendees’ knowledge and skills and attain BrandSource service shop certification.
Among the highlights:
- Top service experts discussed trends, technological advancements and best practices within the industry, with support from Service Company Solutions, Reliable Parts and Just Press One.
- Participants engaged in interactive, hands-on workshops to sharpen their technical expertise and service management skills.
- Thought-provoking panel discussions gave attendees valuable insights into improving customer service and business operation efficiency and raising industry standards.
- Although it was held online vs. on-site, the ISM provided participants with networking opportunities by facilitating meaningful connections and collaboration among service professionals.
BrandSource Certified
Among the ISM’s most notable achievements was the certification of 17 BrandSource members as BrandSource Certified Service Shops. They join the ranks of 92 prior candidates who successfully passed the certification exam.
Top honors in this year’s class went to valedictorian Maureen Riester of Riester’s Appliance in Auburn, N.Y., who scored a 93 on the final written exam, and Jennifer McCready of Ken’s Appliance in Grand Island, Ne., who achieved an impressive second-place score of 92.2.
According to MacDonald, the 2025 Spring ISM underscored ServiceSource’s dedication to professional development and industry excellence, and set a high standard for future trainings.
Attendees concurred. “I have gained significant insights during the ISM and have already implemented several of the service operational strategies shared,” said Daniel Joy, service manager at Johnson Brothers’ Appliances in Bend, Ore.
Other participants were equally laudatory, as this sampling of comments shows:
- “The knowledge I gained from this course is a game changer!”
- “The content in this class was top-notch and vital for any company looking to grow and improve its service department.”
- “Paul did an excellent job of facilitating this seminar. It was interesting and interactive and gave a nice overview of best practices for operating a successful service department. Time well spent!”
Fall ISM on Tap
Following the success of the Spring ISM, a virtual Fall ISM 2025 has been scheduled for Sept. 9, 11, 16, and 18. Registration is now open.
Please stay tuned for further details on the Fall ISM and additional ongoing opportunities from ServiceSource for advancement within the service industry.
MacDonald reaffirmed the mission statement of ServiceSource, which is to provide BrandSource members with in-depth service management education and practical strategies through collaborative events while nurturing a mutually advantageous partnership with manufacturers.
“Our ultimate objective is to equip our members with the essential knowledge and resources to cultivate a prosperous, sustainable future in the appliance service industry,” MacDonald said. “We are committed to service excellence.”
YSN publisher AVB BrandSource is the nation’s largest merchandising and marketing co-op for independent appliance, mattress, furniture and CE dealers.
