Professional Retail Store - March/April 2013 - (Page 82)

Retailer Profile BY CHARITY BURNS Company founded: 1983 Recognition: Named J.D. Power Customer Service Champions two years in a row Region: The West—110 locations spread across seven states Monthly repair requests: About 400 A 30-year-old industry leader, U.S. Cellular has a lot to be proud of. For instance, there’s the revenue, which in 2011 reached $4 billion, and then, of course, there’s the customers who made that revenue possible—all 5.9 million of them. These customers are so well served that in 2012 J.D. Power and Associates recognized U.S Cellular as a Customer Service Champion for the second year running. Certainly, this distinction wouldn’t have been possible if it weren’t for the talented people behind the scenes, making sure everything runs smoothly at the store level day in and day out—one such individual is facilities and maintenance veteran, Chris York. Chris York, FM Pro Chris York, U.S. Cellular Regional Manager of Real Estate and Facilities York began his career as a maintenance technician in a large apartment complex. When a renter moved out, York was part of the crew who spruced up the unit for the next tenet, painting it and making repairs like replacing faucets, stoves, and sinks. Now, approximately 20 years later, York manages a team that completes about 400 service requests a month, from places as different as the rural areas of the state of Washington and the bustling city of Chicago. While completing service requests is a large and essential part of York’s job, it is not his only responsibility. As he says, “Facilities is about wearing 30 different hats a day and being extremely flexible about taking any of them off at any given time.” For York, donning one of those hats means launching company-wide initiatives, such as remote energy management systems. Pointing out the possible benefits of such systems, York explains that if a store manager calls in a repair request because 82 I PROFESSIONAL RETAIL STORE MAINTENANCE I www.prsm.com the HVAC units aren’t working properly, the technician will charge “a minimum of $200 to $300 for a trip charge and diagnosis alone. Then they tell you that the breaker was off. Well, that’s something that we could have captured via remote monitoring. We could have worked with the store manager to have them check the breaker” and saved both time and money. Secret to Good Service Part of what has made York so successful is his customer-service approach. He says, “It’s so important to keep the focus on what I call the how of facilities management. You got the what—the what is the fi x. You can fi x anything if you have the money to fi x it. It’s about how you go about doing it, and as a facilities manager, you have to make sure that you understand that customer service, having a common purpose, and flexibility are key to being successful in this industry.” Going to the Green When York isn’t at the office, he divides his time between two of the things he enjoys most: his two boys (ages 12 and 17) and the outdoors. On weekends and evenings, he and his sons can be found playing in the backyard pool or perfecting their golf game at a local course. In fact, York describes golf as a 10-year “addiction” but admits that his score doesn’t reflect all the hours he spends playing. York says that “[My] score seems too high all the time, but then, I remember there’s a reason why I work. Someone isn’t following me around and paying me to go play golf.” And thank goodness for that—while York may never become a golf legend, he has long since proven himself to be a leader when it comes to facilities and maintenance. http://www.prsm.com

Table of Contents for the Digital Edition of Professional Retail Store - March/April 2013

PRESIDENT’S MESSAGE
EXECUTIVE DIRECTOR’S COLUMN
NEW PRSM MEMBERS
THE RIGHT PROVIDER WITH THE RIGHT PROGRAM
COVER, COAT AND COLOR
THE DARK SIDE OF PARKING LOT LIGHTING
PROACTIVE ROOF MAINTENANCE
ENGAGE AT PRSM2013 NATIONAL CONFERENCE
MANAGING YOUR PARKING LOT PORTFOLIO
SUSTAINABLE RETAIL OPERATIONS OFFER RETAIL FACILITY MANAGERS A GREAT DEAL
FOODSERVICE ADDS COMPLEXITY TO PM SCHEDULES
SHEDDING LIGHT ON A COMPLEX LED TRANSITION
THE OMNI-SHOPPER AND THE STORE
SOURCING: HOW THE RFP PROCESS IS CHANGING FM TODAY
ADVERTISERS' INDEX
RETAILER PROFILE: U.S. CELLULAR

Professional Retail Store - March/April 2013

http://www.nxtbook.com/naylor/PRSS/PRSS0518
http://www.nxtbook.com/naylor/PRSS/PRSS0418
http://www.nxtbook.com/naylor/PRSS/PRSS0318
http://www.nxtbook.com/naylor/PRSS/PRSS0218
http://www.nxtbook.com/naylor/PRSS/PRSS0118
http://www.nxtbook.com/naylor/PRSS/PRSS0617
http://www.nxtbook.com/naylor/PRSS/PRSS0517
http://www.nxtbook.com/naylor/PRSS/PRSS0417
http://www.nxtbook.com/naylor/PRSS/PRSS0317
http://www.nxtbook.com/naylor/PRSS/PRSS0217
http://www.nxtbook.com/naylor/PRSS/PRSS0117
http://www.nxtbook.com/naylor/PRSS/PRSS0616
http://www.nxtbook.com/naylor/PRSS/PRSS0516
http://www.nxtbook.com/naylor/PRSS/PRSS0416
http://www.nxtbook.com/naylor/PRSS/PRSS0316
http://www.nxtbook.com/naylor/PRSS/PRSS0216
http://www.nxtbook.com/naylor/PRSS/PRSS0116
http://www.nxtbook.com/naylor/PRSS/PRSS0615
http://www.nxtbook.com/naylor/PRSS/PRSS0515
http://www.nxtbook.com/naylor/PRSS/PRSS0415
http://www.nxtbook.com/naylor/PRSS/PRSS0315
http://www.nxtbook.com/naylor/PRSS/PRSS0215
http://www.nxtbook.com/naylor/PRSS/PRSS0115
http://www.nxtbook.com/naylor/PRSS/PRSS0614
http://www.nxtbook.com/naylor/PRSS/PRSS0514
http://www.nxtbook.com/naylor/PRSS/PRSS0414
http://www.nxtbook.com/naylor/PRSS/PRSS0314
http://www.nxtbook.com/naylor/PRSS/PRSS0214
http://www.nxtbook.com/naylor/PRSS/PRSS0114
http://www.nxtbook.com/naylor/PRSS/PRSS0613
http://www.nxtbook.com/naylor/PRSS/PRSS0513
http://www.nxtbook.com/naylor/PRSS/PRSS0413
http://www.nxtbook.com/naylor/PRSS/PRSS0313
http://www.nxtbook.com/naylor/PRSS/PRSS0213
http://www.nxtbook.com/nxtbooks/naylor/PRSS0113
http://www.nxtbook.com/nxtbooks/naylor/PRSS0612
http://www.nxtbook.com/nxtbooks/naylor/PRSS0512
http://www.nxtbook.com/nxtbooks/naylor/PRSS0412
http://www.nxtbook.com/nxtbooks/naylor/PRSMBestPractices2012
http://www.nxtbook.com/nxtbooks/naylor/PRSS0312
http://www.nxtbook.com/nxtbooks/naylor/PRSS0212
http://www.nxtbook.com/nxtbooks/naylor/PRSS0112
http://www.nxtbook.com/nxtbooks/naylor/PRSG0011
http://www.nxtbook.com/nxtbooks/naylor/PRSS0611
http://www.nxtbook.com/nxtbooks/naylor/PRSS0511
http://www.nxtbook.com/nxtbooks/naylor/PRSS0411
http://www.nxtbook.com/nxtbooks/naylor/PRSS0311
http://www.nxtbook.com/nxtbooks/naylor/PRSS0211
http://www.nxtbook.com/nxtbooks/naylor/PRSS0111
http://www.nxtbook.com/nxtbooks/naylor/PRSS0610
http://www.nxtbook.com/nxtbooks/naylor/PRSS0510
http://www.nxtbook.com/nxtbooks/naylor/PRSS0410
http://www.nxtbook.com/nxtbooks/naylor/PRSS0310
http://www.nxtbook.com/nxtbooks/naylor/PRSS0210
http://www.nxtbook.com/nxtbooks/naylor/PRSS0110
http://www.nxtbook.com/nxtbooks/naylor/PRSS0609
http://www.nxtbook.com/nxtbooks/naylor/PRSS0509
http://www.nxtbook.com/nxtbooks/naylor/PRSS0409
http://www.nxtbook.com/nxtbooks/naylor/PRSS0309
http://www.nxtbook.com/nxtbooks/naylor/PRSS0209
http://www.nxtbook.com/nxtbooks/naylor/PRSS0109
http://www.nxtbookMEDIA.com