We’ve been hard at work to both become experts in the Fisher & Paykel brand and teach the manufacturer about ways they can better serve our customers.
This collaboration started with an exclusive training provided by Fisher & Paykel’s Regional Service Manager Bradley Mueth at our Warehouse and Service Center in Coopersville.
Our full team of Appliance Service Technicians received hours of hands-on training with Mueth, learning what’s new in their product lines of cooking, refrigeration, and dish drawers. We were glad to hear that some of the improvements were based on feedback from our technicians and customers.
Our full team of Appliance Installers received a separate training the next day which focused on the latest tips in installation, but also allowed our installers to give feedback to Fisher & Paykel about ways to improve the customer experience.
About a month later, members of our Management Team visited the Fisher & Paykel Global Brand Academy in Costa Mesa, California. Many of our managers learned about the history of Fisher & Paykel, experienced a variety of their products in Fisher & Paykel’s Experience Center, and learned what Fisher & Paykel sees as their advantage in the appliance industry.
Our company president, Scott Bekins, had a private discussion with Keyur Shah who is Fisher and Paykel’s VP of Customer Service and Operations in the United States. Scott discussed best ways to support customers after the sale, and ways Fisher & Paykel can better support local independent dealers like Bekins.
Bekins has been a leader in providing insight to appliance manufacturers. We met with Koray Derman, the Global Customer Care Executive Director for Arcelik, the parent company of Beko. Derman traveled from Turkey to discuss ways to better serve customers. The President of LG United States, Sam Kim, recently requested to visit our showroom to learn more about what we need to better support our customers as well.
In addition, Scott Bekins has spearheaded a pair of appliance service committees for BrandSource which assists over 4,500 local, independent dealers.