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Boston Business Journal’s Best Places to Work 2015

Steve Sheinkopf  |  June 30, 2015  |  3 Min. Read

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Yale was named one of the Boston Business Journal's Best Places to Work last week. Last year, we were named one of The Boston Globe’s Best Places to 472761-300-0.jpgWork as well.

I am honored to be part of this company and one of the 134 people who work at Yale. Being a great place to work has great advantages for everyone especially and most importantly for our clients.

Hard to believe, I started working at Yale over 40 years assembling and hanging light fixtures. I then moved to warehouse, then sales, then customer service, then repair and back to sales then marketing (I have no marketing experience, by the way).

At each stop, I learned how critical each position is. You will call us 6-12 times on the average to inquire, make a purchase, ask for specs, schedule a delivery, and a service call. Each call is critical or we risk losing your relationship.

Internally, we can sell you the right product. If we deliver, service or handle it in the warehouse improperly, then again we lose your relationship. That is the challenge of the appliance and especially delivery business

We as an industry have to execute flawlessly at every step to keep your business. Then we have to also invest in resources when and if there are issues.

So everyone in the company has to be on the same page. I cannot have just a good salesperson, a good delivery person and a few good techs. They all have to be good, not just one or two people.

For this to happen, people have to be treated fairly, compensated fairly, have learning and advancement opportunities as well as competitive benefits, 401K and company profit sharing.

In other words, they have to be happy.

I am not just talking about executives, management and salespeople, but especially customer service, delivery and service. They are frequently our last contact to you.

yale appliance service technicians 2013

Winning this award to me is really similar to taking the temperature of the organization. The surveys let me know the good and bad feedback from the staff.

Now to my point, if the people you do business with are not happy, chances are sooner or later you will not be either.

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A few review sites have placed this at the bottom of their articles. So here is our take: Our mission is to find reliable products for you to buy. Other review sites may say this as well.

However, we don’t love every product. Quite frankly, it costs us way too much money in repair costs to support less reliable brands.

In fact, we sell fewer brands than most appliance stores. Here is why:

We feel it is our responsibility to repair your appliances after you buy them.

We now have 30 service technicians, each averaging 8-10 calls a day Monday through Friday, plus another 110 on Saturday. That's over 30,000 service calls logged in one year.

The labor rates of fixing an appliance do not come close to the true cost in any product’s warranty period.

That is why no major retailer has a service department. It costs too much labor, money and time.

Our Blog is a bit different than most others you will read. We cannot write glowing reviews of unreliable products.

Hopefully, the bloggers and organizations who write such glowing product reviews for every brand consider servicing these products first. Only then they will understand the consequences of their marketing.

Steve Sheinkopf

My goal has always been simple: I want Yale to be the best retail experience anywhere. I have tried to create a compelling environment for customers and employees alike.

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