At Your Service
Pardini made the process an actual part of their job performances. He recalls other retailers explaining that they've tried to make these contracts five percent of sales. "Or if you don't get X number, you don't get the manufacturer spiff, or if you're not the top three, you're fired," he says.
Because Pardini Appliance has its own service department, the involvement between sales and service is more direct. "And we get that across to our employees," he says.
When Pardini first made selling service contracts a prerogative for his sales staff, he approached it as a win-win situation. He recalls saying, "Each one of you individually wants to do something in your own life. Someone wants to buy a home, someone wants to buy a car, or has attorneys bills going through divorce. I can make your house payment, car payments and take care of your attorney bills. And all you have to do is talk to the same number of customers as you are now."