service and repair
Changing mindsets and helping the planet
Connect Distribution Services Ltd director Martin Depper examines the service and repair sector and what the future may hold in a shifting market
O
ur business was formed back in 1969, so we’ve got five decades of industry experience under our
belts. As you'd expect we've seen a lot of changes in the home appliance industry over the years. My father Mr Depper, who is our company founder, started his career as a home appliance engineer. In addition to his day job, he began repairing and reselling old appliances on the side. He opened a retail store and developed his relationships with manufacturers so that he could buy replacement parts for the appliances he was fixing. When low-cost brand new appliances were
introduced to the market the demand for second-hand appliances tailed off quickly. The demand for replacement parts, on the other hand, remained high as consumers still wanted their new appliances to be able to be repaired when they broke. In more recent years, with the 2008
recession followed by the Brexit referendum and the ensuing negotiations, our country has seen over a decade of financial turbulence and economic uncertainty. During this time some industries have struggled but the repairs industry has remained strong. One key reason for this is that it’s a more economical option for appliance owners to repair the machine they've got rather than buying a brand new one. This is where independent electrical retailers and appliance engineers come into their own.
‘Engineers and local repair shops offer direct, face-to-face help’ Despite rigorous competition nowadays from global online marketplaces, independent businesses can offer additional choice and options. Engineers and local repair shops offer direct, face-to-face help and advice alongside personal recommendations based on years of industry experience. We play an important role in supporting these businesses and helping them to fulfil the needs of their customers. As well as
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dispatching products quickly and accurately, we work with manufacturers to gain intimate knowledge about their products and pass this information on to our clients. We can also give retailers the edge over their competition with branded in-store marketing materials. Having worked as both a service engineer and an independent electrical retailer, Mr Depper understood the needs of his clients’ businesses first hand. Meeting the unique needs of the businesses we work with today is still our key objective.
It is the attitude of
both consumers and manufacturers towards repairs that dictates the future of the service and repair sector
More houses are being built every day
across the UK to cater to the growing population and, as the numbers of homes increase, so does the demand for appliances. In time these appliances will develop faults. It’s up to us to reinforce the mindset to repair them instead of scrapping them when this happens. Ultimately, it is the attitude of both consumers and manufacturers towards repairs that dictates the future of the service and repair sector.
‘Consumers shop with brands they trust’ The manufacturers we work with understand the importance of aftersales support. Our engineer network repairs appliances on behalf of manufacturers in a way that is quick and convenient for consumers. Providing extended warranties and selling replacement parts enhances manufacturers' brand reputation and customer satisfaction. Consumers shop with brands they trust. They are unlikely to return to a brand whose
products create difficulties, especially if that brand doesn’t offer an easy way to get their problem fixed. However, the reality is there is still a way to go until all manufacturers in the industry come to recognise the full value of a comprehensive repairs offering. We see that as a great opportunity for us. As for consumers, we are all living in an era of convenience. Nowadays, information is instantly accessible and we can have almost anything delivered to our doorsteps in a very short space of time. This reliance on convenience can be detrimental to the repairs and service sector as people are choosing to scrap their faulty possessions instead of getting them repaired. The challenge for us and fellow businesses in our industry is to drive home the economic and environmental benefit of repairs.
The future In the coming years, we are hopeful that we will see a move away from the mentality of scrapping appliances when they develop faults. Consumers as a whole are becoming more environmentally aware. The Collins
December 2018 / January 2019
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