03/02/2017
Installer Spotlight
This month we are spotlighting James Wilms from East Peoria, IL as one of our top performing installers (February performance is found below). Let’s learn a little more about what has made them a success with our account year after year!
James and his wife Mandy (featured above) have been installing for 21 years, the last 16 with Sears/Innovel. Mandy became an active partner about five years ago, handling the majority of the order management responsibilities, which freed James up to do what he enjoys most, installing!
James has an excellent rapport with the stores he services. They all know James and brag about how he takes care of their members. James is always willing to help out, last year, he attended the opening of a new Hometown store in Pekin, IL with his District Contractor Manager, and together they conducted install training.
James shared one of the main reasons he enjoys his job is because it gives him the opportunity to meet a diverse group of people (he covers 198 zip codes)!
James values member feedback results and has found that by following these four simple rules, great customer survey scores are almost guaranteed:
Establish a rapport with the member, this might mean allowing them the time to ask questions or even vent during the walk the path and then apologize on behalf of Sears and assure them you will do everything possible to turn the situation around!
Understand that the installation is a big deal to the member, and treat the experience as such.
Takes the member's temperature several times throughout the job making sure they are happy with what’s going on and answer any additional questions they may have.
Tests the product, instruct the member, cleans up and talk about the survey. Share with the member the importance of taking the survey and ask for a 9 if they are satisfied with the services they received.
We feel privileged to have James Wilms on our Installation Innovel team, and appreciate their years of quality service and dedication!
~ Stan Rodriguez, District Contract Manager, West