Thomas, Service Manager at American Appliance, is a 30-year veteran of the appliance industry. He has watched the industry change significantly over the past few years, and is excited to join American Appliance and be a part of a company helping lead those changes. In his many years as a tech and manager, Thomas has never met a product with higher quality and manufacturer support than the products of Sub-Zero and Wolf, so he was thrilled to visit the manufacturer in Madison and have the opportunity to begin deepening that relationship.
Key to Great Service: “Always listen to the customer and their needs to help meet and exceed their expectations. When the customer comes first, the customer will last.”
Kipper—on loan to American Appliance from its sister company, Great Plains Appliance Parts—works in-office to streamline the look-up of parts and answer any installation questions from our technicians and CSRs. He has worked with Sub-Zero, Wolf and ASKO for fourteen years, as an installer, trainer, CSR, as well as sales support for designers, dealers, servicers and installers. To this day, his favorite part of his job is the people: both those he works with and the amazing Sub-Zero and Wolf customers.
Key to Great Service: “The most important skill with a customer is just listening. What is the real problem?”
Jeff has been a technician for four years, and received Sub-Zero and Wolf training in Madison from the manufacturer. Initially attracted to working on Sub-Zero and Wolf appliances because of their workmanship and general quality, once he learned American Appliance’s core values, he knew he was in the right place.
Key to Great Service: “Listen closely to all the customer has to say, and not just about their appliances. You’ll learn more about their expectations and needs, leading to an effective repair and a better service experience.”
Chris has worked 14 years as a technician, and 4 years on Sub-Zero and Wolf (having received training from the manufacturer in Madison). He was attracted to working on Sub-Zero and Wolf with American Appliance because they have the best appliances on the market and the best customer service. He takes great pride in being a part of that service experience.
Key to Great Service: “The best thing a tech and customer can share during the course of a service call is honesty. I always tell the customer the truth about the issue I’ve found and break down what’s necessary to repair it.”
This is Edward’s first year working with Sub-Zero, Wolf and Cove appliances, and he is amazed at how much support the entire team is providing, not to mention Sub-Zero and Wolf. Mills appreciates that American Appliance really is a family. He is working his tail off and looking forward to receiving training at Sub-Zero and Wolf headquarters in Madison.
Key to Great Service: “I find that it is important to inform the customer as to what the problem was and accurately explain how it was fixed and how to avoid the problem in the future.”
David has been a Sub-Zero and Wolf technician for two years, with extensive training at the Sub-Zero, Wolf and Cove headquarters in Madison. He loves working on high-end products, whose quality is backed up by glowing customer reviews. He also loves the great support structure at American Appliance, as no tech is ever truly alone in the field.
Key to Great Service: “I always communicate my findings as I go, so the customer remains a part of the process.”
Joe has been a technician for 27 years, 13 of which he has spent working on Sub-Zero and Wolf’s amazing products. Having worked many years in the industry, he can confidently say that what American Appliance is doing in repair, and their approach to customer service, are totally unique. When he first read about American Appliance, he knew he wanted to work there.
Key to Great Service: “Keep the customer informed at every step.”
With 13 years’ experience as a Sub-Zero and Wolf technician, there isn’t much Doug hasn’t seen. He loves his job, loves the appliances he works on and the great customers. Most of all, he loves American Appliance, because it treats its employees with respect and integrity. The free donuts help too.
Key to Great Service: “Be efficient, but don’t rush things. Take the time needed to do the job right. For example, I make sure to open the part box before I take anything apart. This simple step ensures I never waste the customer’s time.”
Chris has been a Sub-Zero and Wolf technician for seven years, and the seven years before that he ran his own installation company as a sub-contractor for Sub-Zero and Wolf. He loves being a part of the innovative Sub-Zero and Wolf community, and enjoys hearing the pride and excitement with which customers talk about their appliances. While he loved installation, he found himself attracted to the technical side of repair and the problem-solving that comes with it. Working with the great team at American Appliance is a much-appreciated bonus.
Key to Great Service: “I try to build trust with every customer by sharing my expertise and resolving the issue.”
This is Bryan’s 13th year working for American Appliance on Sub-Zero and Wolf appliances, and his 28th year servicing appliances overall. It was actually the appeal of working for American Appliance, and our focus on providing the best service experience possible for our customers, that led Bryan to become a dedicated Sub-Zero and Wolf service tech. He hasn’t regretted the decision for a moment.
Key to Great Service: “1. Respect the customer’s home. 2. Always listen to what the customer has to say.”
George has been a Sub-Zero and Wolf technician for five years, and was trained at Sub-Zero, Wolf and Cove HQ, which he found to be an amazing experience! He loves the Sub-Zero and Wolf company, the feel of their brand, the quality of their products, and all they stand for; it’s what led him to become one of their technicians. Lucky for him, American Appliance is truly an extension of the Sub-Zero, Wolf and Cove company.
Key to Great Service: “Time matters to our customers, so it’s up to us to fix it right the first time.”
Greg is going on his 8th year as a Sub-Zero and Wolf technician. The unique service challenges posed by these intricately engineered appliances, and working to keep them in peak working order, is what got him hooked on the job. That said, the manufacturer training at Madison gave him the skills needed to meet the challenge, and the technicians at American Appliance share their experiences so all can continue to learn and improve.
Key to Great Service: “Be honest. Always.”