Toolbox-Edition-1-0517-FINAL

AN ENCORE EXPERIENCE That You Should Share By: Michael Noe, Mr. Appliance® Franchise Consultant

A ccording to the Guinness Book of World Records, the record for the most curtain calls, or encores, is 165 set by world-renowned tenor Luciano Pavarotti on February 24, 1988 in Berlin. The audience applauded for over an hour after the performance and Pavarotti, moved by their appreciation, had a piano brought onstage and he performed an impromptu recital. At Mr. Appliance , our Mission Statement is: To create encore experiences that customers can’t wait to share with others. Encore is a French word which means “again” and since there are generally five appliances in every home, of course we want customers to say “again and again” when it comes to fixing all those appliances. And, of course, we want those same people to tell their friends so we can go to their homes too and get them to say “again”. In our systems, we use the word “encore” in another way— we offer Encore Training to any franchisee who has been in our system at least a year. This means that an owner, or any person that the owner deems management-level, can come back, once per year, and go through Basic Training again. We’ve had owners who come back themselves once a year to learn anything new we might be teaching. After all, you know how we pride ourselves on staying up-to-date with the latest technology, and that seems to be changing faster and faster these days. Sometimes, however, an owner simply wants to recharge their batteries. Rick and Linda Anderson, owners of Mr. Appliance of Northern Colorado recently came through Encore Training and Linda told us, “Every time we invest in training like this it returns to us via the bottom line.” Other owners send their Office Managers or their Service Managers through Encore Training in order to help them see the big picture. A few years ago, we had Rey Castaneda, now

co-owner of Mr. Appliance of San Antonio and Mr. Appliance of Corpus Christi, come through Encore. “I really didn’t have any specific expectations, having never been through a training quite like that before,” he said. “But even though I’d been a part of Mr. Appliance for several years as a technician and then as an owner, there was still a lot for me to learn.” This past year we at Dwyer Group® and Mr. Appliance have been trying to focus on getting you tools to get the right people on board in your business—things like the RARE Toolbox and Neighborly. We hope these will increase your exposure, not just with customers but with potential employees too. If you haven’t considered hiring somebody who is entrepreneurial in nature (think: People Like You) you might want to give it some thought. Bring them in, teach them what you know and, when the timing is right, think about sending them to Waco for Encore Training as part of their development. It might help them grow. Although it might not seem like it sometimes, life is, by and large, a meritocracy. People love things that are truly great and are willing to pay more with either their time or their money to experience it. If your customers are willing to ask you for an encore 165 times, you’ve reached a level of greatness unparalleled in the record books. Isn’t investing in your business training worth that? Aren’t you? ”Every time we invest in training like this it returns to us via the bottom line.”

12 TOOLBOX® | EDITION 1 2017

Made with FlippingBook - Online magazine maker