Stay Ready, Stay Efficient: Transform Your Maintenance Approach from Reactive to Proactive

St. Louis, MO (August 29, 2024) – By: ERIC HOLDER

As a young man in the U.S. Navy, one overarching message was impressed upon me: At all times, remain in a state of readiness.

Throughout my years in the commercial kitchen industry, I haven’t forgotten that mantra. In fact, there were times when, during the chaos of a mid-rush kitchen breakdown, I wished for a state of readiness.

That’s the essence of preventative maintenance programs. Regular, scheduled equipment servicing prevents unexpected breakdowns – the kind that upends operations for commercial kitchen operators and service agencies alike.

Rather, these ongoing check-ups keep equipment operating at a state of readiness, catching minor issues before they rise to the point of becoming major problems. Minor issues are not only less expensive to fix, but — as we all have experienced — those major problems only seem to happen at the worst possible time.

For a service agency, implementing and promoting preventative maintenance programs to commercial kitchen customers is smart business. It establishes a steady revenue stream while improving customer retention and helps you develop good relationships in non-crisis moments. This actually gives your servicer the opportunity to interact with customers when tensions are low and the experience can be a pleasant one. It makes the customer feel cared for in the good times and the bad.

In addition, your servicer is getting the opportunity to know this kitchen’s equipment outside of a pressure situation, which will increase his efficiency when he is there to react to a problem. He will have a history with and understanding of the equipment that allows him to start his diagnosis and repair at a higher level than he otherwise would have.

As you consider launching a preventative maintenance program for your clients, consider following these five steps:

1. Take inventory. Discuss with your clients exactly which pieces of equipment should be included in this program. Is it only cookware? Only refrigeration? Or operation-inclusive?
2. Prioritize your improvements. If your client has major work to be done on a limited budget, they will need to decide which projects are most important and which can wait. Your expertise will be essential in helping them make those tough decisions.
3. Schedule recurring maintenance tasks. Marcone has helped you get a head start with this step! Check out our quarterly and annual maintenance recommendations here.
4. Ensure a stocked supply truck prior to each visit. With same-day parts delivery from Marcone, you don’t need to plan very far ahead in order to be fully stocked for a maintenance visit. Surprises that come up on site can be addressed with our DoorDash delivery option, which arrives to your work site in 30 minutes 86% of the time.
5. Monitor your customer’s progress and feedback. Keep track of your customer’s downtime statistics and maintenance costs so you’ll be able to show them how beneficial preventative maintenance is for their bottom line.

As I learned from the U.S. Navy, time spent preparing for the future is well worth the investment. It always costs less – in money, time and stress – when you operate in a state of readiness.

Eric Holder is the Northern Regional Sales Director for Marcone Commercial Kitchen. He excels in driving sales growth and forging strong client relationships in the commercial kitchen equipment repair industry.