From Retail to Repair: Complete the Consumer Lifecycle
This is a guest blog written by iQmetrix integrated partner, Sourcely.
There’s a not-so-hidden gem waiting to be found inside your retail store. Adding repair services to your already amazing offering can be the buried revenue treasure you’ve been searching for.
Imagine that you have a customer that comes in and purchases a new phone; it was the only thing they were looking to buy. But, because you have an amazing sales team, you were also able to sell this customer items the complimented their device including a new case, screen protector, and a new set of headphones. They exit the store with their new goodies and everyone is happy — staff and shopper alike!
However, a month later that same customer drops their phone and damages their screen. Without repair services, offered at your store, it’s likely that they will their broken screen to an independent repair shop or back to you where you’ll end up directing them to one of these stand-alone retailers. Not having repair in your cell phone shop? This is mistake numero uno.
According to Marketwatch, Americans spent over $3 Billion in mobile device repairs last year. This means over 50 million screens were dropped, broken, and fixed in repair shops. IBISWorld states that the mobile repair industry has grown by 4.4% — reaching $4 Billion in revenue in 2018 — and the pace of growth in this market shows no signs of slowing down. How does this affect your business? By not offering quality repair services at your store, you are missing out on the opportunity to grow revenue every single day. Simply put, repairs are low-hanging, delicious, profitable fruit.
So, if you’re interested in adding repair to your store, how can you start? If you’re going to make the repair move and add services to your offering, do it right. Following these three tips are sure to point you in the direction of profitability when it comes to repair services.
1. Setting Up Your Repair Center
Every shop will have different needs, but some tools are a must-have for everyone when setting up a repair training station. Here are the basics: - ESD safe work mat - ESD safe Screwdrivers, spudgers, and pry tools - Safe heating source for releasing adhesives - Dropper bottles with 99.9% alcohol (*for releasing battery tapes and Samsung adhesives) - Device opening tools such as iSesamo, iSclack, iPlastix - Plastic razor blades for cleaning frames of old adhesives - Organization for screws such as magnetic mats, and screw charts, to name a few. If you’re new in the space, look for a partner or expert in repair who can kick start you with the right gear to make the right fix.
2. Invest in a Quality Repair Training Program
Without a well-trained repair team, you’re going to lose money and hurt your reputation and provide less-than-quality repairs. And no one wants that! When building and training your team, you need to make sure you’re getting the highest quality training you can find. This should consist of detailed training guides, technical support during and after the course, and continuous education when new devices are released. This is a never-ending learning process since the industry is continually changing.
3. Find a Reliable Parts Supplier
You’ve got the right stuff and the know-how to fix any device that comes your way. Now what? The last step is to find a parts supplier that has quality pieces, is responsive, and that is ready to meet your repair parts needs. When looking for a supplier, be sure to focus on the things that matter: search for their shipping options, warranties, RMA process, quality control, and customer support. Don’t just go for the cheapest option, prices in this industry are generally very competitive, so pay attention to the other aspects of the company you’ll be doing business with.
Finding a dependable vendor is a key component to consistently deliver quality repairs and maintain your stock levels. iQmetrix integrated partner, Sourcely, is committed to delivering quality parts at affordable prices while offering a full range of support to their repair parts clients. They know that a broken device means a chance for your store to turn a bad day into a great one for your customers, and they don’t take that lightly. They’re ready to do what needs to be done to make great repairs happen.
It’s time to take the leap from being a regular retail store to becoming a premium retailer by closing the customer lifecycle. Be the one-stop shop where everyone can come to trade-in, purchase a new phone, get accessories, sign a warranty plan, and fix their device — all in the same place. Just think about the competitive advantage you’ll have when compared to competitors. When you do repair the right way, you’ll be amazed at how much you can scale and grow.
Sourcely powers the secondary mobile device market as a leading service and solutions provider for parts, LCD buyback, lead generation, and more. See how Sourcely can be the revenue push your business has been looking for.