Presented by:Paulette Miller

Kim Loeffler

Finding Repair Firms In Some Hard to Service Areas

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.

I. Reviewing your claim and understanding your needsII. The easiest solutionsIII. Solutions when there are no solutionsIV. One time claims in difficult areasV. Qualifying the technician

Topics Covered

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

II. Do you simply need an inspector on site to evaluate the damages so you

can confirm the validity of the claim?

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

IV. Are there aggravating circumstances that are dictating the claim?

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

Casing the Claim

Casing the ClaimEvaluating 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.

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 ClaimEvaluating the Type of Furniture or Property Damage on 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.

Casing the Claim

• Grills and BBQs• Metal TV stands • Glass top patio furniture• Big screen TVs are infrequently cost

effective to replace the panel

A. Most Metal Furniture is not repairable after

it bends or breaks

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 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

Casing the Claim

I. Common SolutionsClaims Prevention and Procedural CounselA. Wealth of knowledgeable furniture repair artists with an understanding of adjuster needs B. Covers military locations very wellC. The best list of qualified vendorshttp://www.claimsnet.org/

AMSA WebsiteA. Has listings ranging from agents to repair vendors B. http://www.moving.org/ Local Moving AgentsA. They know what is in the areaB. Try venturing outside your agent network/other VanlinersC. 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

The Google Giant1. Almost unlimited resources for repair firms 2. Qualified and NOT3. A plethora of user reviews4. Finding international help can be difficult

II. Common solutions

Claim Services Companies: 1. Most of these organizations specialize in difficult service areas and may work in an area more often than you2. 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 scenario

Hit the underground market. There is a lot of talent out there.

Local Furniture RetailersA. 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.

III. Research

IV. More Creative IdeasThe moving industry is not the only ones that need HHG’s serviced

1. Exercise Equipment Repair: Local gyms need to have there equipmentserviced 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 withthem 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 asmall outfit that specializes in game systems.

Locating Missing Hardware

1. Chinese Hardware: http://www.chinesebrasshardware.com

2. Locating Appliance Parts: http://www.searspartsdirect.com/

3. Finding Fine China and Dishware: http://www.replacements.com/

4. Replacement Hardware: http://www.thehardwarehut.com

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 canbe difficult to find online.

Finding and Ordering Parts

1. Request that the member call the retail center where they purchased their furniture.• If that set has not been discontinued, then the part should still be available.

•All of this can be found on the Purchase Receipt.

2. Ashley Furniture will order the parts and have them sent to the

nearest dealer to where the customer lives.

3. Your furniture tech can pick them up locally and pay for the parts.

Working with Ashely Furniture

Team Building1. Find a group of eight colleges.

2. Review the provided claim form.

3. Have each person provide a solution for one of the problems in the claim.

4. Share your thoughts and findings.

What tricks of the trade have you found?

One Time ClaimsWhere do you start?

Vet Your TechQuestion 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 TableWill you need to mix dye or Stain?

Have you worked mover before?Scrutinize the answer as it will always be “Yes”

Poor Communication Skills

A. No cell phone

B. No email C. No fax

“I don’t mess around with that technical stuff”

1. Missing appointments

2. Not making timely customer contact

3. No sense of urgency

D. No digital photos or mailed images

Trouble on the Horizon

4. No online presence

Please join the discussion online to discuss what tricks you have found in

locating vendors in difficult areas.

Presented By:Paulette Miller

P & M Solutions, LLC

Kimmie Loeffler Go Armstrong

Created by: Mel PickettSoCal Claims Resolutions