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The Trick to Finding Good Technicians

With proper training, a good worker can help your business thrive.

Howell Ferguson and his wife, Stacy, opened their Mr. Appliance franchise in Garfield, Arkansas, in 2003. As a longtime technician with more than two decades of experience in the field, Ferguson thought running the business would be a piece of cake.

Although the repair aspect of the business hadn’t worried him at first, Ferguson quickly realized there was a big difference between being a technician and hiring one. “One of the most important challenges of the appliance repair business is finding and retaining quality technicians,” he says. “There is a shortage of appliance technicians.”

Part of the problem, Ferguson believes, is a negative stereotype about repairmen. “A lot of people turn their noses up at repair technicians. I think a lot of people have the impression of the plumber with his pants drooping and showing his backside. A few technicians have helped lend to this false thinking by having low standards when it comes to dress code and personal hygiene.”

Ferguson says he appreciates having an established set of rules and guidelines that help ensure that technicians present the business in the best possible light. “Mr. Appliance helps set standards and systems in place to help the technical image be what it should be. Technicians are required to wear a proper and professional uniform and learn customer service skills,” he says.

So what makes a good technician? Ferguson says the lack of a college degree isn’t necessarily a deal breaker. “There are a lot of men and women who would make great technicians. You don’t need a college degree; just some common sense and great work ethics. I was an instructor for a while at a vocational/technical school, and saw a lot of people who didn’t have the opportunity to go to college, but with some training they were able to learn a technical trade and make good wages. Often technicians make more their first year than most college graduates, and they require much less schooling as well as tuition expense.”

When it comes to training technicians, Ferguson says the franchise company’s wealth of available resources has been a lifesaver. “There is an unlimited amount of training resources available,” he says. Thanks to these advantages, Ferguson says he’s had nothing but positive experiences with his technicians. “I have trained three technicians for my Mr. Appliance franchise and have had great success with all three. My third one just started a few weeks ago.”

When seeking a technician candidate, Ferguson first looks for someone “who has a lot of common sense and is a nice and polite individual.” After identifying a promising candidate, Ferguson asks the person if he has ever considered a career as a technician, making sure to point out the availability of on-the-job training. “Sometimes they will call me and say they are interested, and I say I will keep them in mind, should an opening occur. Then when I am ready to add a technician, I give them a call.”

“After giving their employer appropriate notice,” says Ferguson, “they join the Mr. Appliance family and start training with us.”

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