2015: Wireless Repair Year in Review

2015: Wireless Repair Year in Review

It’s been quite a year at eTech Parts! In 2015 we saw evidence of the amazing things that can happen when we come together as an industry. Nothing inspires us more than seeing the Repair Community growing and thriving. Here are the highlights of 2015 for the wireless repair industry.

JANUARY

We spent a lot of time and energy stocking up for the Chinese New Year last January to make sure the Repair Community avoided major shortages. Shortages can last weeks after the festivities end. It’s almost that time of year again so remember to order extra inventory for your most popular repairs.

FEBRUARY

We heard many concerns about availability of parts for use with Samsung devices as these repairs grew more popular in 2015. In February, we released no-frame, no-logo parts for use with Samsung devices. This solution helped with both pricing and inventory management.

MARCH

Many customers were shocked to find out how much their cell phone really costs in 2015. Wireless carriers started advertising the end to subsidies and contracts and offered more opportunities to buy phones outright. Back in March we addressed this gap in perceived and real value with a blog, infographic, and poster. This was a great opportunity to educate customers, plus, many in the Repair Community used this tool to start a conversation with customers as to why they should consider repair.

APRIL

The benefits of honesty and transparency with customers came up again in April. In fact, teaching customers something new turned out to be a great way to build customer loyalty! Other tips we saw to create loyal customers during International Customer Loyalty month include putting quality first, following up after the repair, and asking for feedback. We even put these tips to use at eTech and got some helpful feedback. Another big announcement in April was the launch of eTech Training. Our facility in Gainesville, Florida helps members of the Repair Community further their education with professional training and specialized custom courses to fit any budget. Our training program graduates from 2015 honed skills like glass only repair, water damage repair, charging port replacements and micro soldering. We are so proud of these technicians taking their skills to the next level to better serve their customers.

MAY

May went by in a flash. There were great conversations in the repair industry about repair pricing strategies, holiday hours, buybacks, and concerns about training great technicians who later become your competition. Retaining existing customers was also a concern for many repair shops as new businesses were starting this summer.

JUNE

Trust again proved to be the secret to customer loyalty and in June we released five questions . We learned these questions opened communication and helped repair shops educate customers throughout the repair process.  Warranty coverage, protection of customer data, sources of repair parts, and reasoning behind pricing all proved to be important information to share with customers.

JULY-AUGUST

News coverage in July shed light on some shady practices at certain repair shops. Luckily it also showed us just how far a reputable repair shop will go to industry we had the opportunity to set some standards. In August, we saw zero-tolerance policies for technicians put in place in independent repair shops across the nation. Enforceable privacy policies built trust and made the repair experience more welcoming and comfortable for customers. We were so proud to see members of the Repair Community step up and do the right thing.

SEPTEMBER-OCTOBER

In September we were a second-year Premier Partner of the was bigger and better than we could have even imagined! Once again we were inspired by the Repair Community coming together to learn, grow, and connect. You may have stopped by our panel of industry experts or one of our open discussions about the future of the wireless repair industry. If so, you probably learned the importance of inventory management, a reliable supplier, and the value a well-trained technician can add to your business. We learned a lot more about the wireless repair industry and made some fantastic new friends. Not everyone was able to join us though, so we hope to see you next year. Also in September, one of the concerns members of the wireless repair industry shared with us is finding and training great technicians. This, along with retention of great technicians, is the hardest and most important task for a repair shop owner. The last thing any repair shop owner wants is to teach someone how to perform repairs competently to have them go out on their own and become the competition. Ally Kazmucha, who previously owned a repair shop, recommended fair wages, reasonable non-competes, and thorough training to help find, train, and retain quality technicians. We took this advice seriously and worked to offer a great support system for local college and university students, which led to growth for many businesses. We also saw some of our wildest Apple dreams come true. We watched closely as the the 6s and 6s Plus launched for the Apple Watch, plus a powerful new iPad Pro, and improvements to Apple TV all become a reality. We always love the chance to get inside a new device (and the durability test videos!).

NOVEMBER

The only thing as great as a new device is a new tool – gTools to be exact! November introduced us to a new and improved line of tools from gTool. Watching the PanelFormer Pro even inspired us to make a video of it in action. After all, quality repairs require quality tools.

DECEMBER

With the holidays fast approaching, the repair community revisited the subject of protecting customer data. Understanding the value of the information stored on these devices, educating employees, and tracking the device throughout its repair journey proved helpful in keeping customers’ data safe. Word-of-mouth about shops that go above and beyond even generated business for some cell phone repair shops. Another hot topic in the industry in December was pricing strategy. Nobody wants to charge too much for a repair! Many repair shop owners learned that competitive pricing is important, but there are many factors to consider before setting pricing. Special offerings such as rush service, tempered glass screen protectors, cleaning cloths, or an extended warranty may add value to your repairs and help your customers understand the reasoning behind your pricing. Overall, it has been an exciting year for the wireless repair industry. Seeing the Repair Community come together has been inspiring and encouraging. We can’t wait to see what new devices, repair community conversations and special events 2016 has in store for our growing industry! Stay in touch with eTech all year long! Sign up for our newsletter now.