Transform your Outdoor Power Equipment Dealership into a Service Powerhouse

Outdoor Equipment Dealers (OED) have undergone significant changes in recent years and are looking for ways to attract new customers and grow their business.  Many in the industry have transformed their small repair centers into top notch service centers to increase customer satisfaction.  Moving away from a transactional sale model to a transformative customer focused service model has brough lifelong commercial customers to growth minded equipment dealers.

To make the transition, highly skilled power equipment technicians are essential, and hard to come by in an industry that already has labor challenges. Outdoor Power Equipment is increasingly sophisticated and requires continuous training and certification to keep up with the technological advancements of the new model machines. Technical expertise enables service technicians to diagnose problems, recommend appropriate solutions, and decide on the best course of action with the shortest amount of downtime.  A commercial client can’t afford to have down equipment for weeks at a time.  It’s imperative that the service shop is stocked with the necessary parts and has technicians available to service the equipment in a timely manner. However, two challenges continue to plague the industry.

The shortage of trained technicians and rising labor costs cause dealers heartburn and hinder their ability to grow. A recent survey by Ideal and c-Systems found that 32% of OPE executives expect to face difficulties hiring new technicians. Additionally, technician labor rates are not increasing as quickly as in other sectors, making it harder to retain skilled employees. Together, these factors underscore the need for stronger workforce development programs to train and retain existing technicians.

In addition to labor challenges, unplanned equipment downtime often costs large operations over $100,000 per hour. in lost revenue. Commercial landscapers can’t afford to have chronic equipment shortages due to equipment failure and still meet client commitments.  Component wear, electrical faults, and human error are systemic issues for the equipment industry and highlight the importance of skilled technicians in prevention. Through consistent maintenance, early diagnostics, and precise calibration, technicians help minimize downtime and maintain overall operational efficiency.

To build a more sustainable talent pipeline, OPE dealerships should adopt long-term staffing strategies that prioritize developing and promoting talent from within. A sound staffing strategy should include continuous training programs for technicians, a structured internal promotion pathway, competitive compensation and benefits, and investment in soft skills development. Ultimately, a quality OPE service dealership functions like a finely tuned machine and technicians are the engines that keep it running, driving customer retention and sustainable growth strategy.

This piece was jointly authored by Anna Brumby White and Cary Hess.