Presented by: - PowerPoint Presentation

Slide1

Presented by:

Paulette Miller Kim Loeffler

Finding Repair Firms In Some

Hard to Service AreasSlide2

Purpose

Help adjusters find

f

urniture techs in typically hard to service areas.

Understanding the particular skills needed to complete the claim. Suggestions for creative ideas to service your caseload properly. Qualifying technicians. Slide3

Reviewing your claim and understanding your needs

The easiest solutionsSolutions when there are no solutionsOne time claims in

d

ifficult

areasQualifying the technician

Topics CoveredSlide4

It is very important to understand what your particular situation needs in order to be successful.

Do you simply need an inspector on site to evaluate the damages so you can confirm the validity of the claim?

Is your customer wanting to get their furniture repaired from the beginning?

Are there aggravating circumstances that are dictating the claim?

Is there a unique item on the claim that needs special attention?

Casing the

C

laimSlide5

Casing the Claim

Evaluating the Claim

I. Is

there property damage on the claim?

II. What quality of furniture are we talking about?

A. Ikea –

less expensive

or the like

B. If the

furniture is

missing hardware

III. Is this type of damage normally repairable?

A. Break down the

damage--what

skill level is needed?

IV. Did the customer transfer from out of the country?

A. Ikea Furniture is not the same in

foreign

countries.Slide6

Fine

Furniture 1. Hardwoods/Antiques 2. How badly damaged is the furniture or property

damage?

3. Is off site work a

necessity? 4. Requires a skilled

furniture

artist

5. What are the

customer’s

expectations?

Casing the Claim

Evaluating the Type of Furniture or Property Damage on the ClaimSlide7

Special Construction

Specialty Furniture can be described as custom made or requires factory training to repair.

Danish Modern Pieces where very special

materials and techniques are used for construction.Furniture with exotic materials – Burmese Teak/Monkey Pod

Usually found in antiques from foreign countries.

Pianos – Polyester finishes are very specialized.

Art Work – Metal printing and ceramics.

Oriental Rugs – Cleaning and repair can not be done by

a local upholstery cleaner.

Casing the ClaimSlide8

Some items are not repairable after they break. Usually the skill set

to complete the claim should not be based on these items.

Casing the

ClaimSlide9

Appliances are not as easy as calling the nearest appliance shop and requesting service. Some manufactures need certified trained technicians.

Sears is not geared to work with third party companies trying to schedule service. You will need to make an account and place a credit card on file.

LG and Samsung products need a qualified shop to complete repairs.

Is the mechanical condition covered?

Appliance Hospital 888 281 0041

Casing the ClaimSlide10

I. Common Solutions

Claims Prevention and Procedural Counsel

A. Wealth of

knowledgeable

furniture repair artists

with an

understanding of adjuster

needs

B. Covers military locations very

well

C. The best list of qualified vendors

http://www.claimsnet.org

/

AMSA

Website

Has

listings ranging from agents to repair

vendors

http://www.moving.org

/

Local M

oving

A

gents

A. They know

what is

in the

area

Try

venturing outside your agent

network/other

Vanliners

Often they will conduct inspections

Angie’s List

A. Small

sign up fee--Has an extensive list of vetted firms with reviews B. Best used for property damage repairwww.AngiesList.com Slide11

The

Google G

iant

Almost unlimited

resources

for

repair firms

Qualified

and

NOT

A plethora of user reviews

Finding i

nternational help

can be

difficult

II. Common solutions

Claim

Services Companies

:

Most of these organizations specialize in difficult

service

areas and may work in an area more often than you

Understand

movers’ needs and

procedures

A.

Furniture Hotline

http://www.furniture-hotline.com

/

B. SoCal Claims

Resolutions

http://socalclaimsresolutions.com

/ The Yellow Pages1. Offers a web presence for repair firms without a web based advertising ability2. Not updated often--limited reviews on potential firms3. This is very much a hit and miss scenarioSlide12

Hit the underground market. There is a lot

of talent out there.

Local Furniture Retailers

These companies have the same problems with furniture and may

know someone in the area.

Cabinet

Refinishers:

They do

Similar work d

aily

A

. The trick is getting them to work with

you

.

Upholsters

: This skill is akin to

wood

repair and they come across similar problems. They may have a great contact for you. Handymen: Often possess prior experience. By their very

Definition, they are a jack of all trades. This can be a hit or

miss.

III. ResearchSlide13

IV. More Creative Ideas

The moving industry is not the only ones that need HHG’s serviced

Exercise Equipment Repair: Local gyms need to have there equipment

s

erviced often. They will know who is in the area and can help out.

2. Piano Repair and Refinishing: Smaller piano movers have to handle

there own claims and normally work in smaller regions. Connect with

t

hem for service providers in the area.

3. Arcade Game Systems: Xbox, PS4 and Nintendo. Computer stores do not

service these systems. These can be sent in to the manufacture or locate a

small outfit that specializes in game systems. Slide14

Locating Missing Hardware

Chinese Hardware:

http://

www.chinesebrasshardware.com

2. Locating Appliance Parts:

http://www.searspartsdirect.com

/

Finding Fine China and

D

ishware:

http://www.replacements.com

/

4. Replacement Hardware:

http://

www.thehardwarehut.com

Slide15

Working with Ashley Furniture

Ashley Furniture customer service is not geared to work with service providers trying to

help their customers. To service your clients properly, it will require the members involvement.

Some things to know about Ashley Furniture:

A. Web retailers sell the Ashley Signature line:

http://www.roomsandthings.com

/

B. The model number on their furniture is suppose to be used for internal purposes. It can

b

e difficult to find online. Slide16

Finding and Ordering

P

arts

Working with Ashely FurnitureSlide17

Team Building

What tricks of the trade have you found?Slide18

One Time

C

laims

Where do you start? Slide19

Vet Your Tech

Question the tech--understand their strong points.

What are your skills? Touch up, Refinishing Upholstery

What projects are you working on right now?

What processes will you use to repair this Mahogany Table

Will you need to mix dye or Stain?

Have you worked mover before?

Scrutinize the answer as it will always be “Yes”Slide20

Poor Communication Skills

A. No cell phone

B. No email

C. No fax

“I don’t mess around with that technical

s

tuff”

1

. Missing appointments

2

. Not making timely customer

c

ontact

3

. No sense of urgency

D. No digital photos or mailed images

Trouble on the Horizon

4

. No online

p

resenceSlide21

Please join the discussion online to discuss what tricks you have found in locating vendors in difficult areas. Slide22

Presented By:

Paulette Miller

P & M Solutions,

LLC

Kimmie

Loeffler

Go Armstrong

Created by: Mel Pickett

SoCal Claims Resolutions