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Presented by: Paulette Miller Kim Loeffler

Finding Repair Firms In Some Hard to Service Areas. Presented by: Paulette Miller Kim Loeffler. Purpose. Help adjusters find f urniture techs in typically hard to service areas. Understanding the particular skills needed to complete the claim.

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Presented by: Paulette Miller Kim Loeffler

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  1. Finding Repair Firms In Some Hard to Service Areas Presented by: Paulette Miller Kim Loeffler

  2. Purpose • Help adjusters find furniture 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.

  3. Topics Covered • Reviewing your claim and understanding your needs • The easiest solutions • Solutions when there are no solutions • One time claims in difficult areas • Qualifying the technician

  4. Casing the Claim • 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?

  5. 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.

  6. Casing the Claim Evaluating the Type of Furniture or Property Damage on the Claim 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?

  7. Casing the Claim 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.

  8. Casing the Claim Some items are not repairable after they break. Usually the skill set to complete the claim should not be based on these items.

  9. Casing the Claim 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

  10. I. Common Solutions Claims Prevention and Procedural CounselA. Wealth of knowledgeable furniture repair artists with an understanding of adjuster needsB. 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 Moving Agents 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 repair www.AngiesList.com

  11. II. Common solutions The Yellow Pages 1. Offers a web presence for repair firms without a web based advertising ability 2. Not updated often--limited reviews on potential firms 3. This is very much a hit and miss scenario The Google Giant Almost unlimited resources for repair firms Qualified and NOT A plethora of user reviews Finding international help can be difficult 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/

  12. III. Research 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 daily 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.

  13. 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 serviced 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 them 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.

  14. Locating Missing Hardware Chinese Hardware: http://www.chinesebrasshardware.com 2. Locating Appliance Parts: http://www.searspartsdirect.com/ Finding Fine China and Dishware: http://www.replacements.com/ 4. Replacement Hardware: http://www.thehardwarehut.com

  15. 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 be difficult to find online.

  16. Working with Ashely Furniture Finding and Ordering Parts

  17. Team Building What tricks of the trade have you found?

  18. One Time Claims Where do you start?

  19. Vet Your Tech Question the tech--understand their strong points. What are your skills? Touch up, Refinishing Upholstery What processes will you use to repair this Mahogany Table Will you need to mix dye or Stain? What projects are you working on right now? Have you worked mover before? Scrutinize the answer as it will always be “Yes”

  20. Trouble on the Horizon Poor Communication Skills A. No cell phone B. No email C. No fax D. No digital photos or mailed images “I don’t mess around with that technical stuff” 1. Missing appointments 2. Not making timely customer contact 3. No sense of urgency 4. No online presence

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

  22. Presented By: Paulette Miller P & M Solutions, LLC KimmieLoeffler Go Armstrong Created by: Mel Pickett SoCal Claims Resolutions

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