{"id":19427,"date":"2016-07-25T06:29:10","date_gmt":"2016-07-25T13:29:10","guid":{"rendered":"http:\/\/www.enxmag.com\/twii\/?p=19427"},"modified":"2016-07-29T00:58:24","modified_gmt":"2016-07-29T07:58:24","slug":"business-equipment-center-honesty-and-service-on-the-mississippi","status":"publish","type":"post","link":"https:\/\/www.enxmag.com\/twii\/enx-features\/service-excellence-winner\/2016\/07\/business-equipment-center-honesty-and-service-on-the-mississippi\/","title":{"rendered":"Business Equipment Center: Honesty and Service on the Mississippi"},"content":{"rendered":"

Business Equipment Center (BEC), the close-knit dealership co-owned by brothers Bill Matthews, Jr. and Mark Matthews, has a lot of which to be proud. Not only are they a BEI and ENX Magazine\u2019s Office Technology Service Excellence Diamond Award winner, they are also clearly a winner with their customers and employees.<\/p>\n

\"DSC_0084\"Located in Memphis, Tennessee, BEC was started in 1971 by W. C. Matthews Sr., the father of Bill and Mark. The company, at its beginning, had 10 employees and mostly sold typewriters, calculators, and a few e-stat copiers.<\/p>\n

Today, BEC\u2019s primary equipment vendor is Sharp Electronics. Their customer base consists primarily of companies located in a tri-state area that include Memphis and surrounding counties.<\/p>\n

\"(from

(from left) Mark Richardson, Chris Heuer, Bill Matthews, Jr. , Mark Mathews, and Guy Worzel<\/p><\/div>\n

Each one of BEC\u2019s technicians has over 20 years of experience in the industry. BEC also retains a typewriter technician who works on a per call basis.<\/p>\n

\u201cOne of our strengths is that we stock all of our parts and supplies in Memphis,\u201d Bill Matthews, Jr. says. \u201cA lot of our competitors do not stock locally. We keep a large inventory for the machines that we have out in the field.\u201d<\/p>\n

Service is a top priority. Mark Richardson, Director of Service, says that the distinguishing characteristic of their service is honesty. \u201cThat\u2019s the number one point that we\u2019ve always preached,\u201d he says. \u201cWe\u2019re the honest company. Our customers have the same view.\u201d<\/p>\n

BEC implemented the BEI services program in December of 2012. Chris Heuer, Business Manager, maintains that the information provided by BEI Services software has allowed BEC to improve their operations in many important areas.<\/p>\n

\u201cOur parts cost, inventory control and service to our customers has seen a significant improvement,\u201d he says.<\/p>\n

\"(from

(from left) Owners Bill Matthews, Jr. and Mark Matthews with Guy Worzel of BEI<\/p><\/div>\n

Heuer also points out that since they\u2019ve implemented BEI Services their callbacks have decreased considerably and their on-site response time has also gone down.<\/p>\n

\u201cThe techs now know, since they\u2019re in their own territory and that they are responsible for the equipment in their territory, they basically own it, as far as performance goes,\u201d he says. \u201cThey\u2019ve been able to keep up with the equipment and make sure that it\u2019s running properly. Because you don\u2019t have a different tech out each time, they know the history on the equipment. We\u2019ve really been able to improve our service quite a bit because of this.\u201d<\/p>\n

\u201cAll that started with BEI,\u201d continues Heuer. \u201cIf you look back at when we started, we had a first call effective rate of seven percent and now we\u2019re running in the upper 50s. Our callbacks went from 67 percent to 29 percent and our hold for parts went from 26 percent to about 17 percent or even less. It\u2019s been a huge improvement. It\u2019s meant a lot money-wise and it\u2019s improved the morale of the techs. The customers like it, obviously. It\u2019s just been great all the way around.\u201d<\/p>\n

\u201cThe techs are also taking great pride in their car stock and in their work,\u201d adds Krissie Heuer, Office Manager. \u201cThey\u2019ve shown an excitement for the BEI bonus program, and I think it\u2019s been a tremendous boost to them.\u201d<\/p>\n

Chris Heuer runs the BEI reports once a month. He says the first thing he does is look at the snapshot page because it provides a month-to-month comparison in virtually every category. He then reviews the callback page with the techs to ensure that there are no discrepancies.<\/p>\n

Heuer admits that most of the technicians were initially skeptical of the BEI Services program. He says that one tech had worked for a dealer in Florida who had used BEI Services and he communicated the benefits to the others.<\/p>\n

\u201cThey were still a bit reluctant,\u201d says Heuer. \u201cBut as everything was implemented and we started the car stock and assigned all the inventories, the attitude changed. Now they\u2019re getting bonuses and they\u2019re obviously happy to get them.\u201d<\/p>\n

\"Service

Service Techs with Guy Worzel<\/p><\/div>\n

BEC recently celebrated their 45th anniversary as a successful dealership. Asked what he believes to be the key to such longevity, Mark Matthews replied that he could cite several reasons, but the number one point he wanted to emphasize was that they\u2019ve always worked hard to be an honest company.<\/p>\n

\u201cThe overriding thing is that we believe that we can be 100 percent honest and transparent with our customers and still make a profit,\u201d states Mark Matthews. \u201cThat\u2019s not always true of every dealership in our industry. That\u2019s how we try to differentiate ourselves.\u201d<\/p>\n

OTSEA Diamond award winners score in the top five percent of all dealers evaluated. The evaluations are based on call back percentage, hold for parts percentage, MCBV (Mean Copies Between Visits) and technician grading. Tech grading encompasses time accountability and time management along with individual HP, CB and MCBV rates. It also includes parts expense as it relates to parts CPC compared to world stats.<\/p>\n","protected":false},"excerpt":{"rendered":"

Business Equipment Center (BEC), the close-knit dealership co-owned by brothers Bill Matthews, Jr. and Mark Matthews, has a lot of which to be proud. Not only are they a BEI and ENX Magazine\u2019s Office Technology Service Excellence Diamond Award winner, they are also clearly a winner with their customers and employees. Located in Memphis, Tennessee, BEC was started in 1971 by W. C. Matthews Sr., the father of Bill and Mark. The company, at its beginning, had 10 employees and mostly sold typewriters, calculators, and a few e-stat copiers. Today, BEC\u2019s primary equipment vendor is Sharp Electronics. Their customer base consists primarily of companies located in a tri-state area that include Memphis and surrounding counties. Each one of BEC\u2019s technicians has over 20 years of experience in the industry. BEC also retains a typewriter technician who works on a per call basis. \u201cOne of our strengths is that we stock all of our parts and supplies in Memphis,\u201d Bill Matthews, Jr. says. \u201cA lot of our competitors do not stock locally. We keep a large inventory for the machines that we have out in the field.\u201d Service is a top priority. Mark Richardson, Director of Service, says that the distinguishing characteristic of their service is honesty. \u201cThat\u2019s the number one point that we\u2019ve always preached,\u201d he says. \u201cWe\u2019re the honest company. Our customers have the same view.\u201d BEC implemented the BEI services program in December of 2012. Chris Heuer, Business Manager, maintains that the information provided by BEI Services software has allowed BEC to improve their operations in many important areas. \u201cOur parts cost, inventory control and service to our customers has seen a significant improvement,\u201d he says. Heuer also points out that since they\u2019ve implemented BEI Services their callbacks have decreased considerably and their on-site response time has also gone down. \u201cThe techs now know, since they\u2019re in their own territory and that they are responsible for the equipment in their territory, they basically own it, as far as performance goes,\u201d he says. \u201cThey\u2019ve been able to keep up with the equipment and make sure that it\u2019s running properly. Because you don\u2019t have a different tech out each time, they know the history on the equipment. We\u2019ve really been able to improve our service quite a bit because of this.\u201d \u201cAll that started with BEI,\u201d continues Heuer. \u201cIf you look back at when we started, we had a first call effective rate of seven percent and now we\u2019re running in the upper 50s. Our callbacks went from 67 percent to 29 percent and our hold for parts went from 26 percent to about 17 percent or even less. It\u2019s been a huge improvement. It\u2019s meant a lot money-wise and it\u2019s improved the morale of the techs. The customers like it, obviously. It\u2019s just been great all the way around.\u201d \u201cThe techs are also taking great pride in their car stock and in their work,\u201d adds Krissie Heuer, Office Manager. \u201cThey\u2019ve shown an excitement for the BEI bonus program, and I think it\u2019s been a tremendous boost to them.\u201d Chris Heuer runs the BEI reports once a month. He says the first thing he does is look at the snapshot page because it provides a month-to-month comparison in virtually every category. He then reviews the callback page with the techs to ensure that there are no discrepancies. Heuer admits that most of the technicians were initially skeptical of the BEI Services program. He says that one tech had worked for a dealer in Florida who had used BEI Services and he communicated the benefits to the others. \u201cThey were still a bit reluctant,\u201d says Heuer. \u201cBut as everything was implemented and we started the car stock and assigned all the inventories, the attitude changed. Now they\u2019re getting bonuses and they\u2019re obviously happy to get them.\u201d BEC recently celebrated their 45th anniversary as a successful dealership. Asked what he believes to be the key to such longevity, Mark Matthews replied that he could cite several reasons, but the number one point he wanted to emphasize was that they\u2019ve always worked hard to be an honest company. \u201cThe overriding thing is that we believe that we can be 100 percent honest and transparent with our customers and still make a profit,\u201d states Mark Matthews. \u201cThat\u2019s not always true of every dealership in our industry. That\u2019s how we try to differentiate ourselves.\u201d OTSEA Diamond award winners score in the top five percent of all dealers evaluated. The evaluations are based on call back percentage, hold for parts percentage, MCBV (Mean Copies Between Visits) and technician grading. Tech grading encompasses time accountability and time management along with individual HP, CB and MCBV rates. It also includes parts expense as it relates to parts CPC compared to world stats.<\/p>\n","protected":false},"author":127,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2195],"tags":[2716,2656],"_links":{"self":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/19427"}],"collection":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/users\/127"}],"replies":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/comments?post=19427"}],"version-history":[{"count":5,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/19427\/revisions"}],"predecessor-version":[{"id":19436,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/19427\/revisions\/19436"}],"wp:attachment":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media?parent=19427"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/categories?post=19427"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/tags?post=19427"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}