December - International Society of Certified Electronics Technicians

ProService Service Magazine
A Journal of NESDA NESDA
and ISCET • December 2004 www.nesda.com www.nesda.com
• www.iscet.org
www.iscet.org
Post 2004-Election Market Outlook –
Page 3-5
ProService Partner Advertiser Profile:
Tritronics, Inc. – Pages 13, 15-16
Meet the NESDA Member:
Gary Thompson CSM – Page 14
Gary Shapiro, CEO of CEA, to Keynote
NPSC 2005 in Orlando – Page 18
Sharing Electonics Knowledge with
Future Servicers in Honduras – Page 19
Complete Listing of Contents on Page 2

PAGE 2 –
December 2004
www.nesda.com
www.iscet.org
An official journal of NESDA
(National Electronics Service
Dealers Association), and ISCET
(International Society of Certified
Electronics Technicians)
Purpose
ProService Magazine, a publication
for members of NESDA and ISCET,
is produced by NESDA, the National
Electronics Service Dealers Association,
3608 Pershing Ave., Fort Worth, TX
76107. It is intended for the enlightenment,
education and entertainment of
the members of NESDA and ISCET.
With the exception of official
announcements, the statements and
opinions expressed herein are those of
the authors and not necessarily those of
the associations.
Unless otherwise clearly indicated,
neither NESDA nor ISCET endorses any
company, product or service appearing
in any article in this publication.
Business and Editorial Offices
3608 Pershing Ave., Fort Worth, TX
76107-4527; 817-921-9061;
Fax 817-921-3741;
www.nesda.com; www.iscet.org
Executive Director: Mack Blakely
Director of Communications:
Sheila Fredrickson
Email: sheila@nesda.com
Associate Editor/Production:
Stephanie Miller
Email: stephanie@nesda.com
Copyright
Copyright © 2004 by NESDA,
Inc., all rights reserved. No part of this
publication may be reproduced or
transmitted in any form or by any
means without written permission from
NESDA.
What’s Inside:
Table of Contents
Post 2004-Election Market Outlook . . . . . . . . . . . . . . . . . . . . . . . . .3-5
Extended Warranty Contracts – Where Does the Money Go? . . . . . . . .5
New NESDA Members from 9/30/2004 to 12/16/2004 . . . . . . . .6, 18
Can We Talk? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-9
NESDA President's Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
ISCET President's Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
Viewing the Passing Parade: ISCET News and Views . . . . . . . . . . . . .12
ProService Partner Advertiser Profile: Tritronics, Inc. . . . . . . . . .13, 15-16
Meet the NESDA Member: Gary Thompson CSM . . . . . . . . . . . . . . . .14
New Associates & CET's from 10/04/2004 to 12/16/2004 . . . . . . . .17
Gary Shapiro to Keynote NPSC 2005 in Orlando . . . . . . . . . . . . . . .18
Sharing Electronics Knowledge with Future Servicers in Honduras .19-20
Index of Advertisers
AYS Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
CEA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
PTS Electronics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
MCM Electronics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Electronix Corp. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Tritronics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Back Cover
45th Western Regional
Electronics Convention
March 10-13,2005
Hood River Village Resort
(800-828-7873)
1108 East Marina Way
Hood River, Oregon 97031
Our web site is www.opea.info
Our email is
wrcon2005@hotmail.com
Voice/Fax : 503-253-4698
National Professional Service
Convention and Professional
Service Trade Show (NPSC) 2005
July 26-30, 2005
The Rosen Centre
Orlando, FL
www.nesda.com
Upcoming Events
If you would like your event listed
in this section, please contact
stephanie@nesda.com or call
817/921-9061 ext.13.
ATTENTION READERS:
ProService Magazine is now
an ONLINE
publication that will be found
only at www.nesda.com,
except for the June and
August issues.

Post 2004-Election Market Outlook
By Wayne Peterson, Family Business Office
My main reason for providing this information is a belief that our country has gotten itself in such a difficult financial condition that
citizens and investors who are unaware are going to get trapped and pay a heavy price. We hate to see good people get hurt. For more on
our thinking on the economy and markets, please visit our website (www.familybusinessoffice.net) and read the Market Outlook posted
there. Thanks for reading and good luck to you, Wayne Peterson.
Empowered by a convincing re-election
victory, President Bush has identified a
number of priority targets for spending his
newly-earned "political capital." They
include:
1. Simplification of our hated, insane tax
system. One alternative being debated within
the administration is to scrap the current
system and replace it with either a singlerate
flat income tax, or a national sales taxwhere
only consumption is taxed. The other
alternative is to retain the progressive tax
structure but reduce tax rates even further,
while closing loopholes, cutting out special
interest tax breaks and eliminating most
deductions except for home mortgage interest
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and charitable giving. Any of these steps
would be welcomed.
2. Modifying Social Security to allow personal
investment accounts. One administrative
camp believes that individuals could, by
investing in stocks, beat the return provided
through Social Security's fixed income
investments. I am in the other camp that
believes that the great majority of individuals
would lose money in the market and
actually come out behind. The other problem
with this idea is that since the current
system is in effect a Ponzi scheme (today's
contributions are being used to pay for
today's benefits), a new source for funding
current benefits would have to be found.
Additional government borrowing has been
suggested.
3. Making the 2001/2002/2003 tax cuts permanent.
The cost of doing this is an estimated
increase in the projected federal debt of
about one-third, or $2.2 trillion.
4. Expanding Roth IRA's to allow individuals
to salt away up to $15,000 a year.
For you and me, these plans-coupled with
the President's determination to pursue
reconstruction in Iraq and Afghanistan-virtually
assure four more years of rising
deficits, a probable increase in long interest
rates, but hopefully no tax increases. With
this picture in mind, the dollar started to
plummet last week.
At Your Service Software, Inc.
P.O. Box 83021
1180 Victoria Park Ave.
Toronto, ON M4B 3N2
CANADA
Phone: (416) 749-3546
Fax: (416) 285-5525
E-mail: sales@ayssoftware.com
(Continued on page 4)
PAGE 3 –
December 2004

Richard Russell offered a couple of
additional suggestions which will never
come about: "Jettison the whole damn
Federal Reserve system, get rid of the debtbacked
Federal Reserve Notes and let the
US government issue its own US
Government Notes. And make these Notes
backed by a portion of gold so they act like
real money."
GOLD and SILVER. Our primary investment
holdings are in gold, which is in the
early stages of a secular bull market; and
silver, which has taken on a precious metals
aura. Appreciation is being driven by an
increasing worldwide lack of confidence in
fiat paper money – with gold being real
money. We anticipate gold eventually rising
to a price "beyond what anyone now thinks
possible".
Gold hit a 16 year high Friday. In closing
decisively above $430 – something it
failed to do twice earlier this year – gold
appears to have entered the next step of the
secular bull market, one marked by 1983
and 1987 highs near $500. Of high significance
is a report that after 6 weeks of
increasing short positions, the Commercials
CUT BACK on their shorts in the latest
reporting week. Thus, they may be retreating
from their bear stance, probably because
the handwriting is on the wall: gold is being
driven upward by the swiftly diving dollar.
Rising gold is keeping upward pressure
on gold shares, which are rising faster than
gold and within 6% of highs established in
December of last year. Silver is also rising
faster than gold. On the other hand,
Palladium is having a difficult time breaking
above its 65 week moving average.
Richard Russell provided the following
view on gold. "Gold has completed its first
psychological or sentiment phase. The first
phase is the phase where sophisticated
investors, sensing a new bull market, make
their initial bargain commitments. That
occurred during the 1999-2001 period when
gold was selling in the 260 to 300 area and
gold stocks were literally being given away.
PAGE 4 –
December 2004
Post 2004-Election Market Outlook (Continued)
"We're now early in the second phase of
the gold bull market. This is the phase where
the public and the funds start to pick at gold
– buying a bit here, a bit there. At the same
time they begin to buy some of the gold
shares. The second phase is usually the
LONGEST phase of a bull market, and this
phase could last another year to a few years
longer. The second phase of this gold bull
market is being EXTENDED by the antigold
element which continues to manipulate
gold or short gold.
"Analysts wondered
whether the trend
could continue or
whether it would be
just another
encouraging spurt
that would quickly
fizzle out."
"As the second phase moves along, brokerage
houses will suggest taking "a small
position" in gold, and gold will occasionally
pop up in the news as it creeps to new highs.
Later in the second phase the public will
start to buy gold, this in reaction to increasing
political and social uncertainty, rising
debt levels and nervousness as to the future
of the dollar.
"The third phase of the gold bull market
will see a frantic rush by the public to buy
gold. In this phase gold will surge to
"undreamed" of heights – levels beyond
what anyone now envisions. This will be the
final blow-off for gold, following which I
believe gold will be reinstated behind paper
money."
Jim Sinclair added Friday ("Hold On To
Your Hats") that ... "the volatility of price
change and the physical size of gold contracts
and metals being traded is about to
increase sharply." He cautions traders to be
"selling into strength and buying on the
downturns using Fibonacci data."
STOCK MARKETS. We are out of foreign
stock markets and have taken small short
positions against US large and small stocks,
believing that the current rally has topped
out in favor of the secular bear market,
which is headed for dramatically lower levels
over the next 2 years...
"Hope and confidence last week triumphed",
wrote Michael Santoli in Barron's
"over the forces of nuance and complaint.
The broad market indexes ... continued a
two-week ramp on a happy confluence of
political, seasonal, economic and psychological
energy ... and professional investors
staring at near-flat returns rushed in to buy,
so as not to miss the kind of year-end rally
that arrived a year ago."
In addition to George Bush's hoped-for
(by business and the stock market) decisive
win, oil prices continued to pull back-to just
below $50 a barrel. And the government
reported Friday that 337,000 jobs were
added in October – about double expectations
– while analysts wondered whether the
trend could continue or whether it would be
just another encouraging spurt that would
quickly fizzle out. Hurricane cleanup and
reconstruction headed the jobs list, while
manufacturing employment actually fell.
And these are, after all, government numbers.
By closing above 10343, the Dow has
reversed the first in a series of declining
peaks and declining lows. This could be an
important change, although there are two
more preceding higher 2004 peaks that the
Dow would have to hurdle in order to fully
confirm a rising pattern. However, we are
entering the so-called "strong seasonal period"
from November to April. So this rally
could develop some "legs".
But despite the above factors and
investor's enthusiasm, the market remains
very overpriced and highly speculative.
(Continued on page 5)

Post 2004-Election Market Outlook (Continued)
Also, many items are at technical
extremes – meaning overbought and subject
to correction. The secular bear is very much
alive and could strike at any time – just
when investors least expect it. The downside
potential of this bear is MUCH greater
than the upside.
Meanwhile, in the back-to-reality
world, The New York Times reported last
week that after 2 years in bankruptcy,
"United Airlines told its unions that it wants
to terminate its four employee pension plans
and seek additional wage and benefit cuts,
as part of a plan to cut another $2 billion a
year in costs." Other airlines and a number
of other big businesses are reported to be
closely monitoring developments.
FIXED INCOME. We have taken a small
short position against US bonds and are
invested in foreign currencies, to benefit
from the expected continuing decline in
value of the US dollar vs. other major world
currencies.
The dollar fell for the sixth straight
week, to a nine year low. Continuing budget
and trade deficits expected in Bush years
5 through 8 will exert continuing downward
pressure on the dollar. India announced that
they will be pulling $200 billion of their
trade surplus from the US market and using
it for domestic infrastructure projects.
Russia, China and Middle Eastern countries
also appear to be backing away from the
dollar.
However, Commercials – who take the
opposite side of nearly every strong financial
trend – have taken a record LONG position
on the dollar, so don't be surprised if the
dollar shows some "surprising" strength.
There are simply too many traders now
lined up on the short side of the dollar, and
a few of them need to be "washed out."
But longer range – and technically – we
can now expect to see the dollar fall even
further, down to the 80 area. And long-range
charts show the potential for going much
lower than that.
Bond yields appear to be bottoming
and it looks like yields will be rising in the
Extended Warranty Contracts – Where Does the Money Go?
Did you ever wonder about the profitability
of extended warranty contracts and
how the money is distributed? The following
information was provided by an article
in a national warranty publication.
How much each party gets is always
open to negotiation. The underwriter needs
to be compensated for the risk, plus it needs
to make a profit after claims are paid. The
administrator also needs to make a profit
after accounting for the overhead involved
in claims processing. But in general, the
three entities involved in the sale and
administration of an extended warranty split
the premiums in the following way: the
sales agent gets 50%, the administrator gets
20%, and the underwriter gets 30%. That
30% is split further into an amount set aside
to pay claims (which is typically 19.8%), an
amount to cover "fees" (just over 5%), and
the remainder as a buffer in case claims
exceed expectations.
The ratios vary tremendously given the
type of product involved. With a product
line known to have a low loss ratio, there is
less need for reserves, and of course an
expectation of fewer claims. With a new
type of product such as plasma screen televisions,
the loss ratio will at least initially be
unknown. Factors that need to be considered
include the typical lifespan of the product,
the length of the contract, and the projected
cost of repairs/replacements. Another factor
is the "clout" of the participants, and their
ability to take their business elsewhere in
pursuit of a bigger slice of the pie. For
instance, a very large electronics retailer
may be in a position to demand a higher percentage
of the premiums as a sales commission.
Industry Participation
It's astonishing to report that nobody
seems to have ever published a comprehensive
market research report that sizes the
extended warranty industry in all its sectors:
homes, PCs, consumer electronics, major
appliances, HVAC, office equipment, and
weeks ahead. But the major intermediate
trend for bond prices will remain up unless
yields rise and stay above 4.27% on the 10
year and 5.08% on 30 year yields. Popular
opinion anticipates a further Fed rate
increase next week, following Friday's
strong jobs report, but that assumption may
be false. [Editor's Note: The Fed did raise
rates on 11/10/04 for the fourth time in 5
months.] Richard Russell agrees with Bill
Gross that US short rates MUST be kept
low, to avoid jarring our over-indebted
economy into a recession or something
much worse.
"Market Outlook" published with permission
by Wayne Peterson and Family
Business Office, Inc. Family Business Office
is a comprehensive financial planning firm
founded in 1992 and located in Colleyville,
Texas, five miles from DFW Airport. They
specialize in dealing with the challenges
and opportunities faced by family-owned
businesses. For more information, visit
www.familybusinessoffice.net.
automotive. Last year, a British research
firm called PA Consulting undertook an
international market study on behalf of the
UK's Competition Commission, to which it
reported that the U.S. extended warranty
market was between $4 and $7 billion in
size. But that estimate included just what
industry insiders call brown goods and
white goods — home audio, television,
DVD, VCR, washer, dryer, refrigerator, etc.
The estimated guess at the revenue generated
by extended warranty companies is
$15 billion. That is a low-end estimate, and
it doesn't include automotive. "It's a nebulous
number," but it is thought that $15 [billion]
is probably a pretty good estimate." It
was also noted that this estimate does not
include a lot of the programs that bundle
both preventative maintenance and corrective
maintenance into a single offering.
PAGE 5 –
December 2004

New NESDA Members from 9/30/2004 to 12/16/2004
Randy Baker
Audio Buys, Inc.
1700 Glenwood Ave.
Raleigh, NC 27608
(919) 821-1776 ; Fax : (919) 821-4964
rb3605@mindspring.com
Paul Bates
Authorized TV, Inc.
133 Mystic Street
Arlington, MA 02474
(781) 648-7570 ; Fax : (781) 648-6150
bates324@comcast.net
Randy Bishop
Pro-Tech Electronics
3485-C West 10th Street
Greeley, CO 80634
(970) 356-5202 ; Fax : (970) 356-5252
ptei@pro-techelec.com
Gerald Boucher
Gerald's TV Service
590 100th Avenue
Montreal, Quebec H1A 2C2, CN
(514) 642-3137
gerboucher@videotron.ca
Stephen Browne
Courtesy T.V.
7888 Broadway
Lemon Grove, CA 91945
(619) 697-4050 ; Fax : (619) 697-9277
s@courtesytv.sdcoxmail.com
Jose Victor Caceres
Reliable TV Service
8151 Geyser Ave.
Reseda, CA 91335
(818) 349-4626
reliabletvs@juno.com
Christopher Chisim
A & A Electronics
7026 South Western Ave.
Chicago, IL 60636
(773) 436-2106 ; Fax : (773) 436-3380
aaelectech@sbcglobal.net
Dale Dubelbeiss
Emerald Service
663 Jensen Place
Placentia, CA 92870
(714) 961-1224
ddubelbeiss@suz.com
PAGE 6 –
December 2004
Ferris Eleckel
Jones Road TV & VCR
11528-H Jones Road
Houston, TX 77070
(281) 894-1652 ; Fax : (281) 894-4250
jonesrdtv@aol.com
Roger Fredinburg
Advanced TV
2080 West Main Street
Medford, OR 97501
(541) 772-2225 ; Fax : (541) 772-1703
advancedtv@ipns.com
Eduardo Gamino
MT Picture Display
208 Weller Ave.
Horseheads, NY 14845
(607) 319-0225
egamino@usa.net
Alfredo Gomez
A & K Electronics
9771 SW 72nd Street
Miami, FL 33173
(305) 279-7510 ; Fax : (305) 279-9730
akelec@bellsouth.net
Michael D. Hunt
M & P Electronics
422 N. Iowa
Colorado Springs, CO 80909
(719) 475-1438 ; Fax : (719) 475-1438
mpelectronics@outdrs.net
John Johnson
Don's TV Service, Inc.
518 Allen Road
Manhatten, KS 66502
(785) 776-5898
johnejohnson1@juno.com
Ronald Keane
Affordable Electronic Repair
7110 E Thomas Rd.
Scottsdale, AZ 85251
(480) 945-3908 ; Fax : (480) 945-8749
rkeane85257@yahoo.com
Jonathan Lentz
Sascoa Electronics Company / Repairsplus
871 Waterman Ave.
East Providence, RI 02914
(401) 434-3777 ; Fax : (401) 434-3778
info@RepairsPlus.com
Joe Logelin
Campus TV & Hi-Fi
2169 W Stadium Blvd.
Ann Arbor, MI 48103
(734) 665-6644 ; Fax : (734) 665-9022
jtlogelin@aol.com
Fred Longworth
StereoTech Classic Audio Repair
3401-F Adams Avenue
San Diego, CA 92116
(619) 282-9101 ; Fax : (619) 282-7872
stereo@ixpres.com
Eddie Mahurin
Eddie's Electronics
825 Jamerson Road, Ste. 525
Marietta, GA 30066
(770) 591-1619 ; Fax : (678) 238-0339
eddieselectronic@bellsouth.net
Keith Meier
Federal Warranty Service Corp.
260 Interstate North Circle NW
Atlanta, GA 30339
(877) 881-8578
John Myers
Myers TV
376 East State Street
Alliance, OH 44601
(330) 821-6545 ; Fax : (330) 821-8274
myers_tv@sbcglobal.net
Richard Orsillo
WTBY TV & Appliance
562 Lakeside Blvd West
Waterbury, CT 06708
(203) 754-6131 ; Fax : (203) 754-6131
orsillorsn@adelphia.net
Charles Perlingiero
Chuck's Electronic Repair
6174 Glenmore Ave.
Philidelphia, PA 19142
(610) 623-2224 ; Fax : (215) 724-8784
chuckstv@verizon.net
Albert Pinkhasov
Electronics Doctor
9733 Southmill Drive
Glen Allen, VA 23060
(804) 672-0800 ; Fax : (804) 346-8826
elect_dr@hotmail.com
(continued on page 18)

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grow

By Fay Wood EHF, Chair – Marketing and
Membership Committee
Seasons Greetings to all out in NESDA
Land. What do consumers really want and
expect, especially during the holidays? We
are all consumers, so you can relate to what
I am about to tell you.
Consumers are probably the
most important part of the equation
in the buying chain process.
Businesses ask consumers to
trust what they produce, trust
what they say they will do, and
trust that what they are buying
will provide them enjoyment and
a lasting positive experience.
Consumers want to know they
are getting their money’s worth,
and want to know that those they
are dealing with are experienced,
honest, dedicated and highintegrity
representatives of their
organizations.
Consumers can sometimes be
finicky, fussy or sometimes
downright unreasonable, especially
considering all the information
and research that they
can do on the Internet these days.
Many consumers think they
know all the ins and outs of
products, but with so many new
and advancing technologies we
know this is generally not the
case. So, many might challenge
various statements and commitments
made by those they are
dealing with, but in most cases it
is probably with the intention of
“getting their money’s worth”
and to protect their investments.
And considering the fact that
without the consumer and their
purchases businesses would not
exist I would hope we all realize
they deserve the best we can
offer them so they will say yes
and keep coming back.
Manufacturers and others
spend an enormous
amount of money
(millions of
PAGE 8 –
December 2004
Can We Talk?
$$$) to brand their products and to educate
the supply chain on product features, benefits
and key selling points. It is no secret
that brand loyalty is not what it used to be
and some consumers simply go with the best
story being told (you know the sales hype
stuff) and the cheapest equipment they can
find. But there are many other consumers
who know what they want, and want a fair
and reasonable deal with the assurances that
they can enjoy their products for a long time
to come. Now isn’t that what you have dedicated
your lives to providing them?
(Continued on Page 9)
CorporateHeadquarters
5233 South Highway 37 • Bloomington, Indiana 47401
800-844-7871 • Fax: 800-844-3291 • E-mail: pts@ptscorp.com
www.ptscorp.com

Can We Talk? (Continued)
That’s where the service community
comes in and can really stand out. It is this
group within the supply chain that can make
or break a positive image on the brand and
ensure consumer satisfaction with their
newly purchased products or maintain their
positive opinions about a purchase they
made a while back.
Consumers expect the service entity and
their technical representatives to be well
groomed, knowledgeable, polite, honest and
sincere in their promises, statements, and
the recommendations they are providing.
And being a Certified Service Center can
add tremendous credibility for your organization
and enhances the consumer’s awareness
that service is a very important component
of the supply chain! As an example,
when you visit a doctor, don’t you feel more
confident in their skills when you see all the
initials and certifications hanging on the
wall, while you wait for treatment or
advice? When you need to get your car
repaired, don’t you feel better seeing those
flashy certifications on the wall or a badge
of authenticity on the shirt of those serving
you?
These are just a couple of the examples
that people (consumers) take note of
whether they realize it or not. These are
some of the comforts in life when dealing
with businesses and selecting who we will
deal with that really do make the difference
in the mindset and decision making for all
consumers. I bet you can come up with
many other examples that you can easily
relate to and talk with your employees about
that make your organization stand up and be
noticed.
And why not take advantage of your
credibility with the consumers you are servicing
by offering them those accessories you
know will help to make their investments
even more enjoyable? Or selling them a
service contract? Both are opportunities for
servicers to make additional money while
building a bond with the consumers so you
get branded in their thinking whenever they
need repairs or additional service support.
So my overall message is: The consumer
is the almighty decision maker in the
product life cycle process and with some
extra efforts from you and your team consumers
can be the key to you achieving lasting
and enjoyable financial success! Take
good care of the consumers because if you
don’t, someone else will!
Speak with you all next time!
ADVERTISERS: Does ProService Magazine reach your target market? Would you like to advertise
with us? Why not request more information? Contact: ProService Magazine; Attn:
Advertising; 3608 Pershing Avenue Fort Worth, TX 76107 or call 817/921-9061 ext. 13 .
PAGE 9 –
December 2004

We are all well aware that the profitability
of servicing consumer electronics has
eroded in the last decade. It is time to search
for that new profit center that will bolster
that bottom line. For many years now I have
been actively involved in home theater,
whole house music and the total home integration
field. It has been an exciting and
rewarding experience built from what once
was a television sales and service operation.
The degree of success that I have been able
to achieve has been partially due to the geographic
location of the business. It is much
easier to sell state-of-the-art systems to
clients who can easily afford such extravagances.
However, times are changing and all
of us can benefit from these changes.
The very essence of what has nearly
ruined the consumer electronics service
industry could possibly become your new
best friend. Price erosion on the sales floor
has brought what used to be only for the
well-to-do, into an area where the average
PAGE 10 –
December 2004
NESDA President's Article
Befriend the Enemy
By Brian Gibson CET, NESDA President
person can start to consider these very same
products. There are some very exciting
products out there that the masses are lining
up to purchase. Flat panel technology leads
the pack; we have all dreamed of the day
when we could just hang our TV on the wall
like a painting. Not too many years ago that
dream came true, it you had in excess of ten
thousand dollars to spend. Now that very
same size panel with increased picture and
sound qualities sells for less than half of the
original cost with no end of price erosion in
sight. That may not be what we as servicers
want to see, but if you find your way into the
sales and installation market, those lower
prices will help you create new ways to
greatly increase your profitability. And who
is more qualified to educate, sell and install
these products than us?
The very same things can also be said for
the audio side of the business. Everyone
wants surround sound to go along with the
really cool TV they just purchased. The
choices in surround sound are astounding
and so are the prices. Who would believe
that you could buy a complete system for
less than a thousand dollars? Once the purchase
is made, the value in having these
products professionally installed is obvious.
Opportunity keeps on knocking during the
install, don't forget about those quality interconnects,
power and surge management as
well as that great remote to make it easy for
all to use. And as if it wasn't enough many
times consumers don't even have to pay for
all these items till years down the road!
There are so many other great examples
of products and services to sell that I could
go on for a long time. I think you see my
point by now. It is time to expand your business,
don't let it slip away. You will have
great success when you can assure your customer
that not only are you capable of
installing all their gear, but you're the very
same person who will repair it if it should
break. That's where you have the major
advantage over the big box merchants. You
will profit from the sales, installation and
service on each and every product for years
to come. NESDA is committed to diversification
in our trainings, so that we might all
survive and prosper long into the future.

ISCET President's Article
Wow – what a year! "Barbarians at the
Gate," picture tube plants closing and moving
production to China, consumer electronics
becoming ever cheaper, failure rates of
electronics decreasing, fuel costs increasing,
health insurance costs increasing, shortages
of qualified technicians, manufacturers utilizing
depot service concepts, and on and on
and on…….
This sure sounds like a lot of "doom and
gloom," and maybe I should be really
depressed, but I'm not. Actually, I'm quite
encouraged by the opportunities out there
for us, the ISCET / NESDA family.
As I visit with other servicers, at NPSC,
on the NESDAnet, or other venues, I'm
impressed that many are succeeding in spite
of what at first looks like overwhelming bad
news. We've been reading for years now
about the changing industry, and how we
must change along with it or our future is
doomed. This reminds me of a Stephen
Covey quote I really take to heart: "As soon
as you think the problem is someplace else
– you're the problem!" Does that mean that
we're to blame for hurricanes in Florida or
other such disasters? Of course not. What it
does mean is that if we always blame our
problems on circumstances and happenings
in our industry, and hope to keep on doing
Certify to Survive
By Jim Fellows CET/CSM, ISCET President
business the way we always have, then we
definitely ARE the problem. Bad things
happen to good people in business all the
time, and we'd better get used to it.
So, what do we do? If I had a single easy
answer for that, I'd already be a millionaire,
and I'm not. The company where I work is
drastically different today than it was when
I started around 35 years ago. Some
changes have been gradual, like going from
tubes to transistors, and others have happened
much more quickly. What has
worked for us wouldn't necessarily work for
other servicers, or in other parts of the country,
since all of our businesses are different
in many ways.
Again, that brings us right back to "What
do we do"? Well, there are some things that
I believe would benefit any service organization,
large or small. None of us have huge
marketing budgets or advertising staff to
bring in new business, yet it is within our
power to more successfully market ourselves.
We all know the old saying: "No
Pain, No Gain!" Hey, if it were easy, everyone
would be in this business.
The best way I know to distinguish ourselves
from "other" servicers is by certification.
(I can hear the groans now!) I've heard
all of the arguments over why this "pain"
isn't necessary, but they all come from those
that haven't done it yet.
Elsewhere in this yearbook, our NESDA
President talks about diversification. This is
one of the "secrets of success" that has
saved many ISCET and NESDA members.
This also makes CET certification even
more valuable than ever. ISCET's Associate
CET certification covers the basic knowledge
that you need to work in any field of
electronics. Learning (or re-learning) the
necessary theory to pass the test WILL make
you a better technician – no matter how
good you are now. I've seen this proven
time and time again.
ISCET also has Journeyman certifications
in many different disciplines, and
more under development. In tomorrow's
world, we will need training and certification
in many new areas such as Alternative
Energy Technology, and Nanotechnology.
The other key program available to our
members and others is CSC certification.
Just as studying for a CET test makes you a
better tech, going through the qualification
process to become a Certified Service
Center makes you a better Service Center.
I'm sure if you ask anyone who has undergone
the process, they will confirm this.
To repeat something I've said many times
before; "You know you're good – why not
prove it"!
As always, I welcome any of our readers
to contact me or the ISCET headquarters
with comments or suggestions on how your
association might better serve you.
The NESDA and ISCET President's articles in this issue are a preview
from the 2005 ProService Directory & Yearbook which will be mailed to
all NESDA and ISCET members in January 2005.
Look for this valuable resource and membership benefit
in your mailbox. Included for the second time is a listing of all NESDA
members along with contact information, making the ProService
Directory & Yearbook even more valuable to our members.
ProService Magazine Advertising Rates For 2005:
Black and White: Full Page — $250 Half Page — $125
Color: Full Page — $500 Half Page — $250
PAGE 11 –
December 2004

y FEEL Ed THE Clingman, PERSONAL ISCET SATISFACTION Administrator THAT
It's "Trade "Trade
In" TIme Again
ISCET’S The ONLINE old WEB-BASED buggy is TESTING showing MAKES its IT EASY age! That
means TOwe OBTAIN have YOUR to CERTIFICATION bite the bullet and get
comfortable College Credits Recommended in the new by one the with American all the new
Council on Education (ACE) — An independent,
gadgets and such…still it is a little nostalgic
internationally recognized organization dedicated
thinking to of excellence leaving in the education. old buggy behind.
We've had some good times during the
ride…some less enjoyable ones too. Darned
shame we have to make these changes, just
when we've become used to the feel and ride
of the old one. Oh Well! It takes a stiff
upper lip and one last look at what used to
be brand new. But I do believe I see some
scratches and dents in places I hadn't seen
before…darned if it's not showing age
marks I hadn't seen before. I feel better
now. The new one may just be a little better
than the old one…hope so anyway.
So it's goodbye to 2004 and hello to the
new buggy, 2005.
Here's some signposts that passed by in
2004:
Online Testing settled down after the Beta
period, and is being utilized more and more.
Online Learning was introduced with the
Online Study Guides & Practice Tests for
the Journeyman Exams for Radar, Industrial
Electronics and Computers.
New Reference Material was included in the
Training material available for sale.
NASTeC was introduced at NPSC 2004
with additional manufacturers holding training
sessions in appliance servicing. A major
manufacturer is involved in a pilot program
to investigate the certification of all of their
appliance technicians.
The basis has been laid for a new Online
Learning course; it will be interactive for
appliance technicians. The interactive
courses are held on the internet, but allow
up to 20 participants who, with the
instructor(s), share common audio and
video. This will be operational by
July 15, 2005, and will be
shared by a major educational
organization.
PAGE 12 –
December 2004
Viewing the Passing Parade — ISCET News & Views
Feel the
Power of
ISCET
Certification
and
Learning
COMES FROM KNOWING YOU ARE A
BETTER THAN AVERAGE PROFESSIONAL
Here's some signposts we expect to see in
2005:
Introduction of the new ESA (Electronics
Systems Associate) Examinations along
with the Online Learning Courses, both for
self study (LC) and interactive (LC-IA).
Introduction of the Associate CET Online
Learning Course for Self Study (LC) and
also the Interactive (LC-IA).
Introduction of the new Networking and
Wireless Journeyman level examination, as
well as the Online Learning material in (LC)
and (LC-IA) formats.
Introduction of the new Radar Online
Learning Course, (LC).
Continued development of the ESA
(Electronics Systems Associate) offerings of
examinations and learning material…including
some endorsements for examinations
already existing to broaden the scope of the
discipline.
New Member Benefits…To name just a
few.
Certification Administrators
There can never be enough said about the
time and work these Certification
Administrators (CA) devote to the furtherance
of education and careers in electronics.
When you see the title CA behind a name of
one of these people, be assured that there
has been a significant donation of effort on
his/her part.
We need e-mail addresses for about half
of the CAs. Not every CA has e-mail. The
advantages are:
1. It's much more economical than the US
Postal Service.
2. It's much faster, and costs less to prepare
than other forms of communication.
To be sure we have your e-mail, simply
go to www.iscet.org, click on "CA Page."
Sign in using the sign in box that will show.
If you don't know the ID and password, call
either Patricia or Ed at 800-946-0201 and
we will give them to you. After signing in
you will see a page titled "Administrator
Information & Supplies." Immediately
under that, you will find "click here" in
green. Click this and you will see a form
that can be utilized to give us any update
information required, then click at the bottom
to send the information to automatically
by e-mail.
We really need to have as many of you on
e-mail as possible. You can reach us at any
time via e-mail by using the address
canet@iscet.org. This will go to Patricia,
Margaret and Ed. One of us will get back to
you as soon as possible.
International
Mexico continues to expand its testing.
New opportunities are opening in Mexico,
and it is anticipated that the quantity of tests
will increase in 2005.
NAST NASTeC
eC
It's true…there is a shortage of qualified
major home appliance service technicians.
There are plans to provide both education
and certification opportunities to a large
number of persons. The development of
Online Learning for people desiring to get a
hand hold in this thriving job market is key
to the development of NASTeC.
Certified Electronics Technicians
Technicians
There are numerous companies looking
for qualified technicians today. Jobs range
from entry level to experienced trainers and
electronics trouble line technicians for manufacturers.
These are real jobs, at real pay.
If you are looking and have experience, contact
Patricia, Margaret or Ed at 800-946-
0201 and we'll pass information on to you
we have obtained from various NESDA
contacts.
If you are job hunting, it would pay you
to register with ISCET's "Job Target".
Click on "Career Center" in the left margin
of www.iscet.org. No charge to you for listing
yourself. If you are certified by ISCET,
be sure to include it in your registration.
Student Chapters
Are alive and well. There are now 19
functioning Student Chapters. Good work!
Each chapter represents at least one sponsor
from the faculty, and lots of freely given
time and effort to help students along the
path towards electronic knowledge.
Beginning in February, each issue of
ProService Magazine will spotlight a
Student Chapter. If you want to be first, let
us know. Call Ed at 800-946-0201. One
will be selected by January 20, 2005.
Spotlight on Education
In addition to featuring a Student Chapter
in each issue of ProService Magazine, one
of the learning institutions that utilize the
ISCET material will be spotlighted, complete
with pictures. If you would like to
take part in this for your school, let us know.
Call Ed at 800-946-0201. April's choice will
be made by February 15, 2005.
So, On We We
Go
Looking through the back window of our
2005 buggy, we watch our old 2004 jalopy
fade into memory…and turn our heads to
our new buggy, and to the "road ahead."
WOW! This trip may be interesting!

ProService Partner Advertiser Profile: Tritronics, Inc.
Community Setting:
How would you describe your business to
someone who is not familiar with it?
Tritronics is a wholesale distributor of
consumer and professional electronic parts
and accessories for reputable brands such as
Sony, Sharp, Panasonic, Toshiba, and others.
If you throw your remote away with the
Sunday paper or crack your microwave tray
popping popcorn, we will ship it to you. If
you call a repairman to fix your big screen,
we will sell them the parts they need to
repair it.
In what product or service does your
company specialize, and what type of
market do you serve?
We specialize in exact replacement parts
for consumer and professional electronics
products. Although we have branched out
into some quality generic replacement parts
and test equipment, we are best known for
providing the manufacturers' recommended
parts in a timely and efficient manner.
What makes your business unique among
other similar businesses?
Tritronics, Inc. Headquarters in Abingdon, Maryland.
Our business is unique because, as one of
our customers put it, we are large enough to
serve you, but small enough to know you.
The principals are directly involved in the
day-to-day operation of the business. We
talk to our customers all day long, to stay on
top of what is going on in our industry and
so we can react quickly to their needs.
The Early Days:
Who started the business originally, and
how did it start?
On September 1, 1975, Roger Williams, Bill
Martin and Harry Dill formed Tritronics,
Inc. Ginny Williams, our current President,
came up with the name. It is a combination
of two words, "Tri" for the three owners and
"tronics" which is part of electronics. The
business started in a small, two-story butcher
shop in Perry Hall. Our original parts
counter was the meat counter, complete with
a Formica top and a cedar shake overhang.
The bright yellow paint of the counter and
shelves were a welcoming site.
What was the business like in the
beginning?
In the early 1980's Tritronics outgrew the
building in Perry Hall and moved to lease
property in Columbia, Maryland. Tritronics
grew from a local distributor to a regional
distributor and Roger Williams purchased
the interests of his partners. As we continued
to grow, the Williams family felt the
need to bring the business closer to home in
a building built by Roger Williams. In
January 1988, Tritronics moved into our
present location and in 1989 opened a
branch in Ft. Lauderdale.
In the early 1990's Tritronics continued to
add manufacturers to its offerings and the
need for expansion intensified. Tritronics
was the first distributor appointed by Sony
in 16 years. The Florida branch moved to a
14,000 square foot facility in Miami and the
Maryland facility has been expanded twice.
We currently have almost 60,000 square feet
under roof. This growth would not have
been possible without the hard work and
dedication of our staff. Tritronics is now a
national parts distribution that ships products
all over the country and to some locations
in Central America and the Caribbean.
As the economy slowed in the early
1990's, it became apparent that we would
have to increase our productivity to remain
competitive. The advent of the Internet and
our early adoption fueled our growth
through the mid-1990's and into the 21st
century. Our website is currently viewed as
best in class in our industry. It brings
together all the information that our customers'
technicians need in the field and
support staff need in the office to provide
instant information to their clients.
How many employees did you have when
the company began? How many were
techs and how many were support?
The company started with the three partners.
Roger Williams was the outside salesman
and counter help. Harry Dill was the
accountant; he worked the phones and the
counter. Bill Martin ordered the inventory
and worked the counters. At the end of the
day, all three would fill orders and prepare
them for the part time driver. Within a few
years, they added about 10 employees.
"Under New Management"
Give a brief bio of yourself and any other
owners.
Kim Wagner oversees the administrative
and customer service departments at
Tritronics. She is actively involved in the
social services, legal, business and political
activities in our community. She currently
services on the Harford County Chamber of
Commerce Board of Directors and legislative
committee, the Harford Business
Roundtable that advises the Superintendent
of Harford County Public Schools, the
Harford County Advisory Board for the
Department of Social Services, the
Republican Central Committee, Harford
Business for Responsive Government executive
committee, Open Doors Board of
Directors, the Small Business Development
Center and Women's Business Programs
Board of Directors.
(continued on page 15)
PAGE 13 –
December 2004

Meet the NESDA Member: Gary Thompson CSM
The Thompson Electronics Service Center in
Columbus, Ohio is pictured above.
Full Name:
Gary L Thompson, CSM
Karen S. Thompson
Age:
Gary, 48
Karen, 47
NESDA/ISCET Involvement:
Certified Service Center, NESDA member/
ICSET member, NESDA of Ohio board
member and Webmaster of www.nesdaohio.com
Company Name:
Thompson Electronics Service Center
City and State:
Columbus, Ohio
Area that you cover:
50 mile radius of Columbus
Company history:
This location has been a Consumer
Electronics Service center since 1956,
founded by Donald Sisk. I bought it from
Don in 1981.
After the business was accustomed to its
new ownership and direction, we changed
the name to Thompson Electronics. We
became an independent service
only center.
Primary products or services offered:
TV, Big Screen TV, DLP, LCD projection
TV, LCD projectors, Time lapse VCR,
DVD/LCD portables, Microwave ovens.
Number of Employees:
8
Percentage of your work that is
warranty:
60%
Personal business strategy:
My personal business strategy
is to maintain focus on
our clients' needs. To
provide the TAT and the
PAGE 14 –
December 2004
The team at Thompson Electronics
Service Center poses for a group photo.
quality of service that keeps them coming
back. To maintain communications with the
client, the manufacturers and reps, and with
our parts distributors to insure quick, quality
repairs. To maintain a well equipped,
clean service center, with properly trained
technicians.
Greatest business challenge:
My greatest challenge was ASC status with
manufacturers. With a larger Service
Center in our area, it was not an easy
task to become authorized for many of the
manufacturers. It was with the help of
many NESDA friends and persistence that
got the job done.
Industry trends I foresee:
Already seen here, is the move to, and
required Home Service. We have always
maintained a full time field service tech,
but over the past five years it has changed
from one, to now three. I can see the time
when all of our techs will be in the field.
If you could choose one business decision
to do over, what would it be, and why?
I would have found a manager or partner,
that was not a part of my family. We spend
too much time with the needs of our business,
and find our lives play second fiddle
to work.
Spouse:
Karen S. Thompson, Partner in life...
Children:
William James Thompson (Deceased)
Philips Michael Thompson 21
First job:
TV CRT installer and Job Estimator.
1973-1979
First car:
1965 Dodge Coronet 440
Car I drive now:
2005 Corvette Coupe C6...A true American
Sports Car.
Inside the Service Center an
employee is hard at work.
College or technical school attended:
North High Vocational school. TV
repair.
Favorite place to get away:
White Water Rafting, Virginia
One person I'd like to meet:
Bill Gates
Hobbies:
Jogging, Weight Lifting, maintaining a
healthy lifestyle, cruising in the Vette, lawn
and gardening.
Thing I have too much of:
Ambition to be the best. It has got in the
way many times in my life, with my family
and friends. You can only be the best at just
a few things in life. That's all time will permit.
I'm not sure I made the correct choices.
Favorite Movies:
There are just too many to list. To me,
movies are a form of entertainment, to
remove yourself from reality and have
some fun.
Favorite Television Shows:
Becker: He reminds me a lot of me. Open
mouth, speak, and then think about what
was said. I don't believe in sugar coating
things; I blurt out the truth, and many times
sit back and wish I had kept my mouth
shut.
I would like my tombstone to say:
WOW! I loved this business!
What kind of music do you like to listen
to?
Jazz, pop rock, blues, well I like all music,
except for opera.
This feature is in every issue of
ProService Magazine. If you would like
to be featured please contact
stephanie@nesda.com.

ProService Partner Advertiser Profile: Tritronics, Inc. (Continued)
Kim is also a member of various industry
groups such as the National Electronic
Service Dealers Association (past advisory
board member), the Professional Servicers
Association and the Consumer Electronics
Association.
Jim Scarff oversees the Maryland warehouse
operations, Miami branch location,
sales and marketing for the company to
include the most comprehensive online catalog
in the industry and just released traditional
paper catalog as well maintaining
relationships and overseeing purchasing
activities for over 50 of Tritronics many
vendors. He has worked at Tritronics since
1985. Jim implemented a work-study program
for high school students that have been
very beneficial to Tritronics as well as all of
its employees. Jim also volunteers in the
community. He coached baseball and soccer
for many years and is active in his church
where he teaches Sunday school. Jim also
participates in many business, political and
charitable events in Harford County.
Randy Williams manages the purchasing
and information technologies departments
at Tritronics. Although margins continue to
shrink as the cost of finished products drop,
Randy has been able to minimize obsolescence
and maximize our allowable annual
returns to our vendors. Randy also oversees
our information technology. Tritronics had
an interactive website by 1995, making us
one of the first in our industry to offer product
information, account status, order placement,
tracking and many other features for
our customers on a 24/7 basis. Again, as
margins have decreased drastically,
Tritronics has been able to improve productivity
through the aggressive use of technology.
Randy is also active in the Christian
Businessmen's Association and participates
in many business, political and charitable
events in Harford County.
What is your business and/or educational
background? What qualifications do you
possess that made you well suited to managing
your business?
Kim has a BA from Towson State
University, a JD from the University of
Baltimore School of Law and an MBA from
Loyola College. She is also a CSM and has
gone through the School of Service
Management several times. All three of the
Vice Presidents and their management team
have completed the 12-week Dale Carnegie
course and a 12-week management development
course conducted through Harford
Community College.
Do any members of your family work the
business with you? In what role(s)?
Three vice presidents, Kimberly L.
Wagner, Randy M. Williams, Sr. and James
W. Scarff, Jr., handle the daily operations of
Tritronics, Inc. There are three generations
currently employed at Tritronics. The three
vice presidents are the daughter, son and
son-in-law, respectively, of the founder and
CEO; Roger P. Williams, Sr. Each of the
vice presidents have at least one child working
in the business. Two of the third generations
are in management training positions.
What was the greatest challenge your
business faced during its first year, or
during the first year you were there?
Randy, Jim and Kim took over the daily
operation of the business in the early 1990's.
Early on, the growth of the business was
substantial year over year, and we did not
know if it would continue. We were hesitant
to hire on additional staff. Once we began
to add on employees, our growth continues
at a reasonable clip. Those early years were
tough, but things have balanced out now.
What happened over the years as the
business evolved? What major decisions
did you make that changed or re-directed
the business, and what was the reasoning
behind your decisions?
In 1995, Tritronics started up their interactive
website and continued to invest in its
evolution. This and the introduction of
other technology has been the key to our
continued success.
The Business Today:
Who are your key staff, and in what
capacities do they serve?
Our key staff members run the warehouse,
accounting department and call center.
Staffing and Human Resource Issues:
How many employees do you now have?
There are about 100 employees, including
full-time and part-time employees located
in two branches.
Philosophy, Goals and Achievements
What is your management philosophy?
We feel that the Servant Leadership style
of management suits our company and fam-
ily. This philosophy advocates that a person
can become a leader by first serving and
then through conscious choice, leading.
Our most valuable resource in business is
the employees that we work with. Servant
leaders who listen to, respond to and support
their employees instill a level of trust and
confidence that is needed to create a flexible
organization. Servant leaders are genuinely
interested in helping their employees develop
by removing barriers and obstacles to
their growth and improved performance.
What do you feel is your number one
reason for success?
Our family believes our success is directly
attributed to our faith. We run this business
based on Judeo-Christian principles
and follow our parents' lead in this area.
The founder, Roger Williams, is also very
conservative fiscally and this has held us in
good steed through the rough years. We
invest the profits back into the business to
improve our technology and facilities.
In what area of your business do you feel
you have done an unusually good job?
We have excelled in website development
and developing relationships with our
customers. By staying actively involved in
our industry, we can react quickly to the
needs of our customers as they are forced to
become more efficient and productive.
In what area of your business do you feel
you could have done a better job?
We could have done a better job courting
large self-servicing dealers early on. We
have always focused our resources on independent
servicers because of their loyalty to
independent distributors and their importance
to the consumer electronics industry
as a whole. However, the result is we have
very few self-servicing dealers, many of
whom would greatly benefit from our technology.
What has been the greatest personal
obstacle you have had to overcome while
building your business?
Sometimes when you work so closely
with your family, you don't always react in a
"professional" manner. When there is a lot
of stress or a crisis brewing, it is often
tempting to revert to our childhood
to resolve the problem.
(continued on page 16)
PAGE 15 –
December 2004

Thank goodness we can all communicate
well with each other, and just say "Hey, cool
off!" This is truly a blessing, otherwise we
would not have grown with the business.
What advice would you offer someone
who wants to open a new service business?
The biggest advantage to owning your
own business is having control over your
time and being your own boss. As a mother
of two girls, I really appreciate the flexibility
working in a family business gives me. If
someone asked me if they should open a
new service center, I would say GO FOR
IT!! But make sure you plan properly to
improve the likelihood of success. Contact
your Small Business Development Center,
get an accountant and a lawyer to create a
legal entity that can protect you and get with
it, technology-wise right up front.
How do you set business goals? What
goals are currently set that have not yet
been reached?
The owner of the business sets sales
goals and expects us to achieve them. We
consistently hit these goals over the last 15
years, except for twice. Once was in recent
years. We set performance goals for each of
the teams, and strive to help them make
their goals by providing the tools and manpower
they need.
Company Growth and Management
In what categories has your business
experienced the most growth?
Selling more brands and products to
existing customers.
How do you acquire new customers?
By advertising in national publications
sponsored by NESDA, national magazines,
and regional/state newsletters. We also do
direct mailing to lists, send flyers to our
existing customers each month and attend
trade shows.
How do you market your business?
See above and word of mouth from servicer
to servicer.
Upon what system is labor and parts pricing
based?
PAGE 16 –
December 2004
ProService Partner Advertiser Profile: Tritronics, Inc. (Continued)
We sell parts as an authorized
distributor for many
brands. Therefore, we
sell at the manufacturer's recommended
dealer price to our pre-qualified service centers
and at list price to consumers.
How long were you in business before you
began to see profitability?
Within two years.
How has association involvement
benefited you and your business?
Our involvement with NESDA has greatly
increased our understanding of our customers'
needs. We know what they need to
minimize their overhead staff and we strive
to provide it. WE have also gotten many
new customers by attending NPSC each
year. But most of all, we have gained
friendships and mentors that will be with us
for a lifetime. Our membership in CEA
keeps us up on new legislation on a national,
state and local level, and keeps us up on
industry trends.
Association History:
Are you a member of NESDA or ISCET,
and when did you first join?
We have been members of NESDA for more
than ten years. We have also been a member
of CEA and its predecessor, EIA for over
15 years.
Do you or your business partners hold
any service-oriented certifications, i.e.,
CET, CSM, etc.?
Kim Wagner, Vice President, is a CSM.
What offices have you held, and how has
this interaction helped you?
As a parts distributor, Kim has served as
a NESDA advisory board member for two
years, and also on the by-laws and marketing/membership
committees.
How has membership helped your
business?
See question: "How has association
involvement benefited you and your business?"
Also, membership has helped us market
our business to a target audience. We
advertise in all of NESDA's publications
and participate in the NPSC trade show.
What is your history with local and state
associations?
Tritronics has participated in the VPEA
annual convention every year for as long as
we can remember. We do a booth and sponsor
several meals and the golf outing. In
years past, we actively participated in
regional, state and local association meetings
in the Southeast, New York, Florida,
Ohio, Northwest, Mid-Atlantic and
Midwest.
The Future:
Do your future plans include expansion
into any new areas?
We are actively marketing more test
equipment and general line products that
can be used in other industries. We have a
marketing manager on staff who is very
familiar with general electronic lines.
What do you think the future holds for
the service business?
We strongly believe that independent servicers
are the most productive, efficient and
customer focused in our industry. The manufacturers
need the independent servicers to
give them credibility with consumers and to
create an alternative to the all-encompassing
big box stores. The second a new executive
comes along who thinks he can outsource
service, the manufacturers will be scrambling
for help. It is in their best interest to
keep independents as a viable alternative for
service. As in any maturing industry, we
foresee less competition down the road as
smaller distributors continue to go out of
business. Strong distributors who are in a
good position financially will survive as
they provide a value service to both servicers
and manufacturers.
What do you think the future holds for
your business?
Tritronics fully intends to see this business
passed on to the fourth generation.
Tritronics, Inc. is the first
of the four ProService Partner
Advertisers to be featured in a
business profile article.
Look for more ProService
Partners Advertiser profiles in
upcoming issues. For more
information on the ProService
Partners Advertiser Program, and
how any advertiser can join the
program, please visit
www.nesda.com, click on
“Publications” and
chose the “ProService
Partners Advertisers” link.

Welcome New Associates & CET’s
Welcome New CET’s:
Passed Journeyman Exam
from 10/4/2004 to 12/16/2004
Certification Administrator:
Name City, State
Robert R. Aston CA
Reginald L. Camps El Paso, TX
Alexandro V. Montenegro El Paso, TX
Isaac Zamora El Paso, TX
Alan Besore CET/CA
John H. Mintzer Jupiter, FL
Roger Fullwood CA
Robert J. Fauvell Houston, TX
Matthew K. Herrington Sayville, NY
William V. Radaskiewicz Preston, MD
Lazergrade
Stephen Budassi Morrisville, PA
Chadwick David Valley Village, CA
Trevor O. Declercq Brooklyn, NY
Scott Deter Denver, PA
Proctor
Sami E. Akaoui Raleigh, NC
James E. Daldry Raleigh, NC
Rickey J. Gingras Angier, NC
Gary Hill Saint Charles, MO
Keith Pool Arlington, TX
Robert W. Steinruck Garner, NC
Edward Reilly, Jr. CET/CA
Frederick J. Barth Henderson, NV
Gary L. Bennett Las Vegas, NV
Glenn J. Cady Henderson, NV
John T. Carnathan Las Vegas, NV
Brendan J. Donegan North Las Vegas, NV
George F. Gill Mesquite, NV
Irish T. Kuwahara Henderson, NV
Jeffrey A. Mortensen Pahrump, NV
Fred W. Straub Las Vegas, NV
Lance L. Wahls Las Vegas, NV
Iutisone Tiliaia CA
Andrew C. Barragan El Paso, TX
William J. Berry El Paso, TX
Marisela Cervantes Canutillo, TX
Albert Davila El Paso, TX
William P. Mohedano El Paso, TX
Chris O. Ornelas El Paso, TX
Anthony P. Palomarez El Paso, TX
Jerry Sigala El Paso, TX
Welcome New Associates:
Passed Associate Exam
from 10/4/2004 to 12/16/2004
Certification Administrator:
Name City, State
Ronald Caron CA
Benjamin T. Alvarez Phoenix, AZ
Tyler B. Davis Phoenix, AZ
John Eubanks CET/CA
Geoffrey M.. Whittaker Jacksonville, FL
Jim Fellows CET/CSM/CA
Komal H. Kamat Manlius, NY
Roger Fullwood CA
Robert J. Fauvell Houston, TX
William V. Radaskiewicz Preston, MD
Baltazar Hidalgo CA
Amilcar H. Jovel Los Angeles, CA
Jose Vasquez La Mirada, CA
Larry Lambert CET/CA
Philip D. Bryant Saint Albans, WV
Richard E. Drennan Nitro, WV
Fred Stover, Jr. Powellton, WV
Fred M. Venson, Jr. Dunbar, WV
Lazergrade
Stephen Budassi Morrisville, PA
Chadwick David Valley Village, CA
Lucian Marin Flushing, NY
Matthew P. Saunier Denver, CO
Michael L. Wachs Arvada, CO
L.A. Leibensperger CET/CA
Matthew D. Check Wilkes Barre, PA
Jared R. Knauss Bethlehem, PA
David Pawlicki Effort, PA
Timothy W. Rahmoun Allentown, PA
Matthew B. Weller Fleetwood, PA
Raymond Miles CET/CA
Marcos F. Hernandez San Luis Obispo, CA
Gary P. Moore CA
Brandon B. Cottom Metropolis, IL
Rob L. Gatlin Paducah, KY
Derek G. Greer Boaz, KY
Rod D. Moore CA
Tristen L. Baker Wichita, KS
Craig A. Betzen Belle Plaine, KS
Christopher K. Bock Waco, TX
Shaun M. Botonis Wichita, KS
Joshua A. Breen Wichita, KS
Lenore K. Brown Wichita, KS
Clifton E. Brown Wichita, KS
Steven R. Budd Wichita, KS
Jimmy R. Chancey Wichita, KS
Michael L. Cliffman Wellington, KS
Daniel C. Craft Augusta, KS
Steven A. Doll Milton, KS
James J. Dunaway Wichita, KS
Melissa L. Gardner Wichita, KS
James A. Harper Wichita, KS
Terry R. Hilt Rose Hill, KS
Troy W. House Cheney, KS
Branden L. Jansen Wichita, KS
Michael S. Johnson Wichita, KS
Jeffrey L. Klotz Wichita, KS
Michael W. Lambert, Jr. Wichita, KS
Glenn A. McCosh Wichita, KS
Kerry D. McKee Anthony, KS
Anthony L. Moore Wichita, KS
Nhat Minh Nguyen Wichita, KS
Charles O. Onyango Wichita, KS
Christal G. Padilla Wichita, KS
Donny D. Pasilas Wichita, KS
Douglas R. Robison Wichita, KS
Maria D. Rodriguez Wichita, KS
Jennifer L. Rogers Haysville, KS
Matthew J. Rohr Wichita, KS
Yvonne Schroeder Newton, KS
Clinton E. Shockley Wichita, KS
Shawn D. Stearns Rose Hill, KS
Derrick D. Thomas Wichita, KS
Gabriel P. Zeller Paxico, KS
Clyde Philips CA
Hayworth S. Whiteman San Fernando,
Trinidad, West Indies
Proctor
Sami E. Akaoui Raleigh, NC
James E. Daldry Raleigh, NC
Rickey J. Gingras Angier, NC
Robert W. Steinruck Garner, NC
Edward Reilly, Jr. CET/CA
Richard A. Burnside Las Vegas, NV
George F. Gill Mesquite, NV
Steve R. Simmons Henderson, NV
Johnnie T. Vargas Las Vegas, NV
Leslie Paul Sheets CA
James E. Caudell Carbondale, IL
Cord B. Crampton Wheeler, IL
John D. Freehill Carbondale, IL
Daniel F. Godfrey Carbondale, IL
Andrew A. Hutchison Dunlap, IL
Shonnon A. Kary Coulterville, IL
Tyson J. Lauby Carbondale, IL
John A. Legel Carbondale, IL
Zak S. Mccrary Carterville, IL
Aaron M. Scarborough Simpson, IL
Geoffrey R. Stock Marion, IL
James C. Suttie IV Springfield, IL
Albert R. Thatcher Carbondale, IL
Daron J. Turner Carbondale, IL
Iutisone Tiliaia CA
Abram Delgado El Paso, TX
Micah F. Gillaspy El Paso, TX
Ricky D. Karl El Paso, TX
Javier A. Lujan El Paso, TX
Shay M. McFee El Paso, TX
J.J. Villademoros PhD, CET/CA
Tacoma L. Baylor Tampa, FL
Victor H. Huerta Tampa, FL
Wiley J. Hutchins Auburndale, FL
Robert E. Lee, Jr. Covington, LA
Edwin I. Quijano Port Richey, FL
Yezennia W. Wallace Tampa, FL
David L. Woodruff, Jr. CA
Thomas R. Hedrick Paige, TX
PAGE 17 –
December 2004

New NESDA Members from 9/30/2004 to 12/16/2004 (Continued)
(continued from page 6)
James Pollock
JP / Thomas Electronics
1334 Stanley Road SW
Supply, NC 28462
(910) 540-5297 ; Fax : (910) 846-2328
jp1pllk@2khiway.net
Jose Posada
TV MASTERS
1605 W Olimpic Bl Suite 1046
Los Angeles, CA 90015
(213) 435-2646 ; Fax : (208) 279-4256
posada777@hotmail.com
Calvin Proctor
Proctor TV Repair
440 South Fairview Road
Rocky Mount, NC 27801
(252) 442-2129 ; Fax : (252) 442-9986
calvinproctor@msn.com
Amado Ramos
Far East TV-VCR
8365 Paradise Valley Road # 16
Spring Valley, CA 91977
(619) 470-9120
amado_ramos@hotmail.com
Gary Shapiro, president and CEO of CEA
and the keynote speaker for NPSC 2005.
Gary Shapiro is president and CEO of
the Consumer Electronics Association
(CEA), the U.S. trade association representing
over 1,700 consumer electronics companies
and owning and producing the continent’s
largest annual trade show, the
International CES.
Shapiro is an active leader
in the development, launch
and marketing of HDTV.
PAGE 18 –
December 2004
Moni Salama
Moni Electronics
2360-B Las Posas Road
Camarillo, CA 93010
(805) 383-7796 ; Fax : (805) 383-7796
monisalama@aol.com
Philip Satinoff
Electronic Service Specialist
2629 Us 19
Holiday, FL 34691
(727) 934-1800 ; Fax : (727) 842-2018
philip@essparts.com
Richard Schumacher
Schumacher Sales & Service
7987 Boedigheimer SE
Sublimity, OR 97385
(503) 769-2451 ; Fax : (503) 769-6752
Les Shearer
Shearer TV
227 North West Avenue
Jackson, MI 49201
(517) 789-7277
llshearer@hotmail.com
Michael Smith
Fast Forward VCR Repair
300 W. Mitchell Hammock Rd Ste 1
Oviedo, FL 32765
Gary Shapiro to Keynote NPSC 2005 in Orlando
He has testified before
Congress on HDTV and other technology
and business issues over 20 times. He cofounded
and chaired the HDTV Model
Station and has served as a leader of the
Advanced Television Test Center (ATTC).
He is a charter inductee to the Academy of
Digital Television Pioneers, and in 2003
received its highest award as the industry
leader most influential in advancing HDTV.
Shapiro has led the manufacturers’ legal
and legislative battle to preserve the legality
of recording technology and the consumer
battle to protect fair use rights. As chairman
of the Home Recording Rights Coalition,
Shapiro has held many exhibition industry
leadership posts, and in 2002, received the
exhibition industry’s highest honor, the
IAEM “Pinnacle Award”. Shapiro also
serves on the Board of Visitors of George
Mason University, Virginia’s largest
University, and is a member of the Board of
Directors of the Northern Virginia
Technology Council. He also served as a
member of the Commonwealth of Virginia's
Grant Snow
Snowtronics
106 West 2nd Street
Rock Falls, IL 61071
(815) 626-6758 ; Fax : (815) 626-1511
snowball@insightbb.com
Kathleen Tomecek CSM
All Electronics Service, Inc.
7718 Six Forks Rd.
Raleigh, NC 27615
(919) 848-3718 ; Fax : (919) 676-1072
allelectronics@nc.rr.com
Vinh Truong
Vinh's TV
1409 Dorchester Ave.
Dorchester, MA 02122
(617) 282-7189
vinhtr1@juno.com
Garry Zamberlan
Robicon
1774 Montain View Dr.
Monroeville, PA 15146
(724) 339-8177
garry.zamberlan@us.asirobicon.com
Commission on Information Technology.
Shapiro has also been recognized by the
U.S. Environmental Protection Agency as a
“mastermind” for his initiative in helping to
create the Industry Cooperative for Ozone
Layer Protection (ICOLP).
Shapiro leads a staff of more than 130
employees and thousands of industry volunteers.
CEA has won many awards; including
several for its magazine, Vision and awards
as a family friendly employer and one the
“50 Great Places To Work” in Washington.
Prior to joining the association, Shapiro
was an associate at the law firm of Squire,
Sanders and Dempsey. He also has worked
on Capitol Hill, as an assistant to a member
of Congress. He received his law degree
from Georgetown University Law Center
and is a Phi Beta Kappa graduate with a
double major in economics and psychology
from the State University of New York,
Binghamton.

Sharing Electronics Knowledge with Future Servicers in Honduras
by Sheila Fredrickson, NESDA/ISCET
Director of Communications
In mid-December, the ISCET office
received an inquiry from Jeff Smith, Ph.D.,
President and CEO of SensorLogic, a technology
company located in Addison, TX
(near Dallas). Jeff wanted to know if ISCET
could donate any training materials, electronics-related
literature, old parts, or old
test equipment to a missions effort underway
in Honduras. Through a Dallas church,
Lovers Lane United Methodist Church, Jeff
had become involved in a humanitarian
effort to build houses for the people displaced
from their homes by poverty and
Hurricane Mitch. He will be making another
trip at the end of December.
The following background information,
from the website of Hope for Honduras, the
ministry Jeff works with, will help to
explain the urgent needs in Honduras and
set the stage for Jeff's upcoming trip:
"Immediately after Hurricane Mitch in
November, 1998, approximately 300 people
fled the devastation of their homes to find a
safer and drier place to live. The land high
above the capital city was invaded by these
families in hopes of starting again.
This was not happening only in this area
of the country. Thousands of people had
been displaced and invasions were happening
every where. Mogote was an undeveloped
area which sat just below two huge
water storage tanks which overlooked
Tegucigalpa, Honduras. It was a million
dollar view, but solid rock everywhere you
looked!
The rocks seemed secure to these
refugees of Hurricane Mitch and they began
building shelters for their families with
whatever they could find. They were evicted
from the land three times by the government
before they finally obtained papers for
the property. Today, the area houses 300
families instead of 300 people. It is subdivided.
There is water, electricity and roads.
Still, no one knows where this colonia
is. They have heard of all the colonias
around Mogote, but don't know it exists.
The people are some of the poorest in
Honduras and yet, live in sight of a prospering
city.
The name "Nueva España" was give to
this group of people because the country of
Spain was the first to come in and help them
after the hurricane. They were there for the
first year, but have not really been seen
much since then. Several other aid organizations
also helped out in the beginning, but
left after the initial trauma subsided.
Hope For Honduras, Inc. has been
working in Nueva España for almost three
years. No one else is there. The Catholic
church from Spain built a beautiful little
church and the priest and a Catholic
Charities worker from Spain are there sometimes.
There are seven other churches that
only meet on Sunday and their pastors live
in Nueva España and are as poor financially
and spiritually as the other residents.
When missionary couple Ron and
Shelly Jones saw that there was no one there
to help the people on a daily basis, they did
not know exactly what they would be doing
there, but they had to go. Their ongoing
ministry has attracted support from all over,
including the church in Dallas that Jeff
Smith and his wife Lisa attend.
Today, the changes in Nueva España are
tremendous … but they are still one of the
poorest colonias in the country.
Ron and Shelly Jones have a single
focus on this little colonia and with the help
of people from all over the world, they hope
to continue to help the people of Magote
become self-sufficient … whether they stay
there or not."
Into these deplorable conditions Jeff
Smith and a team of others are going to help
build houses. Jeff will be back to Honduras
in late December to continue setting up an
electronics training center in Tegucigalpa,
Honduras, in the colonia of Magote, and this
is the context of his contact with ISCET. He
has been down to train twice already and
says it is going very well. On this trip, he
will be taking several oscilloscopes and a
couple of voltmeters. While in Honduras,
Jeff met Freddie, a young man with an avid
interest in electronics.
Jeff was invited to visit the
NESDA/ISCET office in Fort Worth to pick
up some materials that ISCET wanted to
donate. While in the office, Jeff told this
heartwarming story about Freddie:
"I went to Honduras to help build a
house for a family of 9. The house is bigger
than the houses that we normally build. It is
12 feet by 24 feet. Rainwater is captured
from the tin roof into a "pilla" for drinking
and washing, and there is an outhouse.
Another family is out of the mud.
"While in Honduras, I met Freddie. He
works part-time for Ron and Shelley Jones
doing construction work.
"Honduras is the poorest country in the
Western Hemisphere. Tegucigalpa is the
Capital and was ravaged by Hurricane
Mitch in 1998 that killed 10,000 people and
displaced many others. The
colonia of Magote is situated
on a small mountain
PAGE 19 –
December 2004

Sharing Electronics Knowledge with Future Servicers in Honduras (Continued)
Jeff Smith will continue to help set-up
an electronics training center in
Tegucigalpa, Honduras in late December.
above Tegucigalpa. 1600 squatters, 800 of
which are children, have relocated to this
barren hillside above the Capital. Water is
available by truck, if you can pay for it, otherwise
you must resort to capturing rain
from your roof. There is no sewage, and
unreliable power. The unemployment rate
is 75%. A full day's construction labor pays
$4 a day – when you can get it. In spite of
this, the people are smiling. The children
truly are precious.
"Freddie is a hard worker. I was
impressed by his construction skills, but
most of all, I was impressed with the fearless
ease with which he climbed the utility
pole and hand wrapped a bare copper line on
hot electrical for service. I was impressed
by how meticulously he wired the 20 amp
breaker box, single light bulb, and two outlets.
Since this house had two doors, I suggested
a three-way switch. That is when the
light went on – so to speak.
"During a break, I showed Freddie how
to do three-way and four-way switches. He
had questions about car charging systems.
So I went through diodes, bridge rectifiers,
and AC to DC conversion. Freddie asked
questions about power amplifiers, transistors,
and "integrados." I don't speak much
Spanish, and his English is lacking, but we
had a common language and passion for
electronica. All we had was a carpenter's
pencil and a slab of wood to write on.
PAGE 20 –
December 2004
"All we had was a carpenter's
pencil and a slab of wood to write on."
[Editor's note: Jeff now keeps this slab of
wood in his office as an ongoing reminder.
It is pictured above in the middle column.]
"The following day we put on the roof.
During a break and a light rain, Freddie
brought in a black briefcase. He carried it
like he carried Brian – his four-year-old son
– with great pride and a certain softness.
You could tell it was precious.
"Inside there were five items: a circa
1990 Sears multimeter with a shattered
LCD, a plastic sandwich bag with electronics
parts from scavenged radios and TV's, a
1993 IC Master catalog, and what looked
like a seventh generation copy of a training
manual from an electronics class in
Tegucigalpa. The pages of the IC Master
catalog were bent indicating the identification
of the "interados" in the plastic bag.
Freddie had memorized the pinouts of each
of them, and asked me questions I could not
answer about the Audio Amplifier SIP that
needed to be replaced to fix the stereo he
found in a dumpster in the city.
"A few months later I arrived with an
oscilloscope, books on TV repair, 3 electrical
and electronics training systems from
CES, and 40 pounds of nails. This time we
built a house (12 feet by 16 feet) for
Freddie's family. Another family was out of
the mud. Freddie was thrilled and has set up
an electronics repair and training lab on the
first floor of the feeding center we built on a
previous trip.
"Water is available by truck, if you
can pay for it, otherwise you must
resort to capturing rain from your roof."
"I am heading back to Honduras on
December 26, 2004. Freddie has sent me a
list of NTE parts he needs to repair radios
and TV's. He has started a business, and is
now training some of the others. The young
boys are curious and excited about the oscilloscope
and training systems.
"A seed has been planted. I set up a
website for Freddie, not bad for a self-taught
electronics guy with only six years of formal
education, and am hoping to provide wireless
Internet access and a laptop computer
for his service facility so he can access the
information that is online. The kind people
at NESDA/ISCET have graciously provided
training materials and electronics books.
Chiquita Banana will allow us to use an
empty 40-foot container to be sent in late
January. We will fill it with kitchen equipment
for the feeding center, hopefully a
medical and/or dental chair for the clinic,
wood and metalworking equipment for the
shop, and electronics repair parts and equipment.
Merry Christmas!"
If you are interested in coming to help in
this endeavor, helping finance the work, or
have materials, parts, or equipment to
donate, please contact Jeff Smith at
SensorLogic, or Hope for Honduras,
www.hopeforhonduras.com .

Feel the
Power of
ISCET
Certification
and
Learning
Whether
FEEL THE
you're
PERSONAL
studying
SATISFACTION
for Certification,
THAT
or just to better perform in your job…or maybe to get a better job or a promotion in
the
COMES
job you
FROM
have…or
KNOWING
maybe electronics
YOU ARE
is
A
a big part of your HOBBY. YOU can study at home either using your computer online,
or
BETTER
with books
THAN
and
AVERAGE
other printed
PROFESSIONAL
material. ISCET has a learning program for you.
Using proven text books by the nation's best authors and publishers, you will be able to quickly gain knowledge, quiz
yourself and find where you need more study, where you are strong.
ISCET’S ONLINE WEB-BASED TESTING MAKES IT EASY
TO OBTAIN YOUR CERTIFICATION
College Credits Recommended by the American
Council on Education (ACE) — An independent,
internationally Communications recognized organization Electronics dedicated
to excellence in education.
STUDENTS, MEMBERS, TECHNICIANS
LIGHT YOUR PATH TO ELECTRONICS
LEARNING – STUDY FOR CERTIFICATION
Basic Electronics, Advanced Electronics, Industrial Electronics, Consumer Electronics, Radar, Computer,
(Items in Blue are available for online and printed study. Items in Red are available only in printed form).
Using Online Learning the student is immediately drawn into the flow of the knowledge stream, with text and graphics that bring
the subject alive. Various types of learning are available. Totally online, learning discs, Interactive online classes will be available
soon, with instructor(s) and on-screen presentation of the subject in such a manner as to captivate the student. Coupled
with audio that allows any class member to talk to or be heard by the rest of the students in attendance.
Check it out today. Visit www.iscet.org and click on the Online Learning link in the middle of the page…you'll see what's available
to help students learn Electronics and prepare for certification if desired.
Testing & Certification by
ISCET
With so much activity centered around the Certified Service Center (CSC) today, it is appropriate to point out that ISCET will work
with all parties to achieve a timely testing session to meet your CSC filing needs.
Online testing is fast and can be arranged quickly.
In your haste to achieve certification, don't neglect to do a little 'boning up' for those questions that might touch on some element
of electronics that your recent past has not utilized…on which you're a little rusty. This can sometimes mean the difference
in a passing or failing grade.
The ISCET website, www.iscet.org, shows a multitude of materials that can always help you. Some of this is also online so that
you can access it anywhere there is a web connection…makes study easy, and convenient.
If you need special help in setting up your testing, call 1-800-946-0201 and ask for Patricia or Ed.

1306 Continental Drive, Abingdon, MD 21009-2334
Price, availability and ordering capability
available on our website: www.tritronicsinc.com
MARYLAND
1-800-638-3328 1-800-888-FAXD
Orders placed before 4:00 pm EST ship same day
member of member of
authorized parts, accessories and literature distributor for:
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