A few simple steps can help operators become priority clients for service agents.

No one ever really wants to call a service agent. But when you need a repair, having (and being) a trusted partner can mean the difference between equipment being down for an afternoon and being down for days.

According to Nathan Miller, vice president of Orlando, Fla.-based Coastline Cooling, many service agencies sign emergency service contracts with their clients. These guarantee emergency repair service in a set number of hours. These deals can be stand-alone or written into planned maintenance agreements.

Having a contract represents only one part of a good service agent relationship, though. Operators can take other steps to make themselves high-priority clients. Similarly, many things can knock them off that list or even get them fired as clients.

Key steps to becoming a priority client, according to Miller, include:

• Paying your bills quickly. Service agencies rely on these payments to keep their own business running. Forcing them to wait only makes it harder for them to thrive. Operators should pay on time, and even consider contracting for shorter payment terms, like net-15 days. “Those are the ones that are going to climb up the ladder for priority service. They’re the ones that are going to be able to receive discounts on labor rates,” says Miller.
• Being flexible with scheduling. Every operator wants to be the first call of the day, but that’s simply not possible. Operators who work with repair companies on scheduling can often get quicker service. If they’re willing to tighten their blacked-out hours just a bit – shortening the windows during their peak hours when techs aren’t allowed – all the better. “No one really wants [techs] there around lunchtime,” Miller says. “But if you could somehow find a way for us to work around you, those customers are gold.”
• Being civil. Equipment failures can be incredibly stressful. Service agents understand this and try their best to get broken units up and running. In some cases, though, operators get angry or even swear at the service agency’s scheduler or field technician. This sort of behavior can poison a relationship and even get the operator fired. On the flip side, offering something as simple as a cup of coffee to a service agent can go a long way to building goodwill.

The benefits of these acts include:

• Priority scheduling. Yes, being flexible with scheduling helps build a strong relationship. But that strong relationship can pay off with fast service when it’s really
• Partnerships with quality companies. There’s high demand for quality kitchen equipment service. As a result, Miller says, some service agents can be selective about who they take on as customers. Being a good partner can make it easier for operators to form partnerships with the best service companies – those that are the most professionally run, have well-trained techs and treat customers well.
• Faster, cheaper repairs. According to Miller, operators who have healthy relationships with their service agencies may be assigned a primary technician. Not only will these techs know the history of that operation’s equipment, they’ll also be familiar with the specific layouts of particular pieces. That means less time for the tech to perform the repair, which results in a smaller bill.

These benefits all find their way to an operator’s bottom line, one way or another.