Intro/Outro (00:03):
Welcome to supply chain. Now the voice of global supply chain supply chain now focuses on the best in the business for our worldwide audience, the people, the technologies, the best practices, and today’s critical issues. The challenges and entities Stay tuned to hear from those making global business happen right here on supply chain now.
Scott Luton (00:32):
Hey, good morning, everybody. Scott Luton with supply chain now, welcome to today’s show. Uh, got a great show tee that we’re continuing our coverage here at the 18th annual on reverse logistics association, conference and expo. It’s the center of the returns management and reverse logistics universe right here in Las Vegas. And I’m joined by my most recent best friend here. Wonderful guest featured guest, Chris Bleess, vice president for sales and partnerships with service central. Chris, how you doing?
Chris Bleess (01:01):
I’m doing well. How about yourself?
Scott Luton (01:03):
Doing wonderful, doing wonderful. Enjoying our time out here. This is again, a place to be right for an aspect of industry that is so important. You know, all of us consumers, all of us enjoy our e-commerce. Right, right. And this not only powers that, but, but helps to take care of the products that we all like to return.
Chris Bleess (01:20):
Right. Right. And we, and we love our ability to return earned products. Yes.
Scott Luton (01:23):
Right? Yes.
Chris Bleess (01:24):
This, the more simplistic, the better
Scott Luton (01:27):
I’m with you. Simple is good.
Chris Bleess (01:29):
Exactly.
Scott Luton (01:30):
All right. So we’re gonna get into more of the, uh, heavy hitting topics today, right? The, the, the super of the day topics. But before we do that, I wanna get to know you a little better. I enjoyed our little brief pre-show conversation. So we got scoop on you a little bit early, earlier, but for starters, Chris, where did you grow up?
Chris Bleess (01:46):
Um, let’s see. I was, uh, I lived, uh, I grew up in a town about 50 miles Southwest of, uh, Minneapolis. Okay. When I was 12, my dad, my dad there at that time worked for green giant green
Scott Luton (01:57):
Giant. Okay.
Chris Bleess (01:57):
Green giant is he’s from a little town blue earth, Minnesota. Yep. Which is where green giant got started. Right. So
Scott Luton (02:03):
Lots of green, giant canned peas in
Chris Bleess (02:06):
My lifetime. Okay. Yeah. Yeah. Canned peas in fact. But those were your favorite.
Scott Luton (02:09):
Yes. Kelly Barner. I actually, she all, she prefers frozen peas and I grew up with canned peas and we have a, we have nothing better to do. We argue about what’s better, right? Canned peas versus frozen peas. So what your take take
Chris Bleess (02:23):
I, so frozen peas and butter sauce. Okay. There you go. You gotta have the frozen in the butter sauce. Oh, that sounds great. But, but canned peas were not my favorite, not my favorite canned corn. I’m good with canned corn. Oh,
Scott Luton (02:35):
Hey, I’m good with that broccoli. Of course. But broccoli, I digress. So Minnesota,
Chris Bleess (02:39):
Minnesota, not
Scott Luton (02:40):
Far from where green giant was found, is that right?
Chris Bleess (02:42):
Right. Right. And then when I was my dad for, to promote, he was in, he was in logistics. He was ran the warehouse to promote, he had to move around. We moved to Bule, Idaho, which is about 15 miles west of twin falls. If you’re familiar with Idaho. Yeah. Southern Idaho. If, if you remember that’s where, uh, evil canal tried jump in the snake river canyon. No,
Scott Luton (03:03):
I, I know evil canal. Right. But I missed that one act. Yeah. But he jumped everything else.
Chris Bleess (03:08):
He jumped everything else. He failed at that. Right. Okay.
Scott Luton (03:11):
That one didn’t work for
Chris Bleess (03:12):
Him. Huh. So we were there for about four years and then moved to, uh, Chatanooga Tennessee. Love T yeah. Love that area. And then, uh, in 1990 ended up in just north of Dallas, about 40 miles north of Dallas, a little town called Denton. And I’ve been in Denton, Texas, or in that area ever since, so. Okay. Yeah. Majority of my life have spent in Texas, but uh, I still call Minnesota kind of my second home.
Scott Luton (03:37):
Do you? And the one and only Evan Taylor ever get together and, and compare Texas notes.
Chris Bleess (03:42):
No. No.
Scott Luton (03:44):
All right. So we’re getting, we had a little fun with Teve yesterday, as we were talking about the Texas isms. All right. So a lot of cool towns there, Midwest, Chattanooga’s a great city. And now of course, Dallas, and before we talk sports, you shared with something, hopefully it’s okay for me to mention it. You and your wife do a lot of, uh, bass fishings. Is that right?
Chris Bleess (04:03):
Oh yeah. Oh yeah.
Scott Luton (04:03):
So what’s your, go-to near where you live in terms
Chris Bleess (04:07):
Of lake in, in terms of lake where we’re about 10 minutes. I can be on the water on lake Lewisville about 10 minutes. Okay. Um,
Scott Luton (04:15):
I like how you got, I like how you got that. Uh,
Chris Bleess (04:17):
I got it down. It’s down. Yeah. And that’s, that’s hooking my boat up and having it in the water. Right. I like Sam Rayburn. It’s a huge lake it’s if you’re bass fishermen, you know, Sam Rayburn, Toledo band, uh, a lot of those big lakes where they’re, where they hold the bass masters and the major lake
Scott Luton (04:34):
Big tournaments.
Chris Bleess (04:35):
Oh, big tournaments. Yeah. Big tournaments. But you know, and I’m about two hours from lake fork where all giant bass come from.
Scott Luton (04:42):
Okay, man, I learned more about bass fishing in the last two minutes. I knew my entire life let’s so one last thing your, so your dad was in logistics and supply chain. That’s pretty, really cool. Yeah. Is that, do you think that had a big influence of what you’re doing in reverse logistics? You
Chris Bleess (04:56):
Know, maybe, maybe not in the jeans maybe. Yeah. It’s probably in the jeans. I, I was a framer and was in construction when we first moved to Texas. Okay. And we moved to Texas in the middle of June and can get a little hot. Right. And I decided right away that, you know, that wasn’t my thing.
Scott Luton (05:15):
Find something else other than construction.
Chris Bleess (05:17):
So I found something else I got into, uh, into mobile repair and installation back when I was installing those big mobile phones and drilling holes in people’s roofs. Right. Yeah.
Scott Luton (05:27):
I love it. Okay. So let’s talk sports for a second. I promise we’re gonna get to reverse logistics, momentarily sports team, your favorite sports team all time. What would
Chris Bleess (05:36):
That be? Uh, Minnesota Vikings, the
Scott Luton (05:38):
Vikings,
Chris Bleess (05:39):
You know,
Scott Luton (05:39):
You know, Terry Allen, some big Clemson fan Terry Allen was drafted by the Viking’s had a great career. Yeah. It was like five yards of carry. Yeah. Uh, he couldn’t say healthy. That was always a challenge. Yeah. Fran tar going a little bit further back. Right? Ran Tarkin. The receiver Moss, Randy MOS. Randy MOS,
Chris Bleess (05:55):
Bud grant, coach, bud grant. Yeah. See all the old guys. Right. And I still
Scott Luton (06:00):
The purple people eaters purple
Chris Bleess (06:01):
People. Yeah. Yeah. Still love the new guys. Right. Peterson and, and everybody that’s been there. You know, I thought one year we actually had a chance to win the super bowl when Brett five came over. Right. Right. And that was new Orleans took out his ankle unfortunately. But, uh, but you know, we’ll there sometime
Scott Luton (06:17):
They, yes, undoubtedly. Yeah. Uh, great people deserve a great, uh, trophy. So we we’ll track that over the next couple years. There
Chris Bleess (06:23):
You go.
Scott Luton (06:24):
Let’s now talk about favorite movie or book.
Chris Bleess (06:28):
Oh man. I love gangster movies. Okay. So good fells casino. Oh man. Love those. You know, you can’t can’t pass those up. Nope. Come on. They’ve come on the TV every, you know, every once in a while you gotta watch ’em on a Saturday afternoon.
Scott Luton (06:41):
Yes. Uh, I’ve seen it 20 times. There is a series coming out and it’s not good fellows or casino. I, I believe it is about the development of the godfather. The, the first movie. Oh, okay. It’s, it’s a television series. I just read about it other day and it, and it’s, it’s evidently got some great reviews. Cause it kind of tells the backstory, the different players. Right. Including the folks that they base some characters off of. So we’ll have to, um, we’ll have to
Chris Bleess (07:06):
Check that out. It sounds kinda like the Irishman, right?
Scott Luton (07:09):
What a great yeah. Martin Scorsese, right? Yeah. Yeah. Okay. I feel like we could talk pop culture for quite some time, but we gotta get down to work. So let’s talk first, before we get into what service central does Eureka moments. Right. We have, we’ve had lots of ’em lately. Yeah. 20, 21 I thought brought ’em by the truckload. But whether it’s last year or here recently, what’s been a, a key Eureka moment for you, Chris.
Chris Bleess (07:32):
Well, I think for me, Eureka moment has been, and, and you know, a lot of, lot of people talk about patient, right. But over the last couple years, you’ve had to learn to have a lot more patience with a lot of things, you know, being in a lockdown and you know, we’re a society where we love the on demand. Yes. Yeah. Where’s my on demand movies, Uber eats delivery. Right. Right. And the expectation is I get it now. Right. The know I’ve learned to have a lot more patience than what I’ve had in the past. No. You know, I I’ll get upset, get a little frustrated if we
Scott Luton (08:06):
All do
Chris Bleess (08:07):
Down, that’s my on demand. Right. My internet that’s, you know, gotta have that. If I can’t watch my movies, you know, stream that’s my on demand. Can’t work. Yeah. So, yeah. So I think it’s, it’s been patience in, in learning both in personal life and in business that things are gonna come, you’ve gotta have the patience. I’m not saying you can’t, you know, don’t focus, don’t work on it. Don’t drive to make it happen. You still have to do that, but you’ve gotta have patience and, and, um, and, and wait. Yeah. In some cases and
Scott Luton (08:35):
With you and with you lots and lots of empathy on top of that. Right, right, right. I am very fortunate that my dear wife, which is just over your left shoulder, Amanda, she was blessed with world record amounts of patience. Oh, there you. Right. Yeah. So, uh, we’re very thankful for that. All right. So I think
Chris Bleess (08:52):
Every, I think every wife has, has world record amounts. Yeah.
Scott Luton (08:56):
Agreed. Agreed. And we’re, we’re better off for it. Right. Right. Okay. So let’s talk about, so your role at service central vice president for sales and partnerships, let’s first talk about what service central does and then let’s talk about where you spend your time.
Chris Bleess (09:10):
Yeah. So we provide really cloud-based SAS applications for aftermarket services really focused in the aftermarket services space. Okay. Our goal kind of our mission is connecting consumers, service providers, third party authorizers, such as, you know, insurance provider and OEM globally through technology.
Scott Luton (09:31):
Okay. All right. And, and that, that technology, the, in, they use to improve returned or processing.
Chris Bleess (09:39):
So we have three distinct products. Okay. Um, our repair queue product is a point of sale application for retail service. Okay. So if you think about, you know, the walk in retail, you’ve got your device, that’s broke, you’ve got a broken screen. You’re gonna walk in and gonna get it repaired on the spot. Right along with that, we have a Depot application. So large depots managing returns, triage, disposition focused on forward fulfillment. Um, our we’ve got a, a large application that supports that. Okay.
Scott Luton (10:08):
Really quick when you said Depot, is that big enterprise, but also do doing government work.
Chris Bleess (10:14):
Yeah. Yeah. It could be so large three PL managing anything in returns.
Scott Luton (10:19):
Okay. Right. All right. And what was the third?
Chris Bleess (10:22):
The third is, uh, service network and that’s really where we bring the two together. And the authorizer and service network brings basically gives the authorizer the ability to connect the net network of service providers. Okay. And being able to, to direct a customer for a walk-in return.
Scott Luton (10:39):
Okay. Where, and the company’s based where
Chris Bleess (10:42):
We’re based out of Atlanta, Georgia. Really?
Scott Luton (10:44):
Yeah. Okay. Our home base. Yes. We’re gonna have to reconnect after the event.
Chris Bleess (10:48):
We’re right across the 2 85 from the brave stadium there.
Scott Luton (10:51):
Oh, well then we’ll definitely we’ll reconnect. Grab a sandwich and then Braves game, world champion. There you go
Chris Bleess (10:57):
Is right.
Scott Luton (10:57):
Yeah. Okay. So, and where do you spend your time in your role?
Chris Bleess (11:01):
I spend my time, um, focused on, uh, driving, driving sales revenue, looking for partnerships to expand and really benefit and bring value to our, to our customers. Mm,
Scott Luton (11:13):
Outstanding. Can’t do anything about revenue these days, right? Yeah. Or those days, or next day doesn’t matter. Right. All right. So now I wanna broaden our conversation out a little bit. You know, this clearly is really the place to be when it comes to reverse logistics, returns management, some of what you just described here in Vegas, at least this week, when you think about that aspect of global business, right. Turns and reverse, uh, logistics. What’s a couple topics that you’re, uh, really focused on right now.
Chris Bleess (11:39):
Well, I’ve been, uh, uh, really tracking volume, right. Looking at volume and, and, uh, it, it continues to, to grow right. Continues to climb. We’re making it easier. Right. That’s
Scott Luton (11:51):
As Tony sh I like to say when you make it easy for consumers to return stuff, right. Don’t be surprised when they return stuff. Right.
Chris Bleess (11:59):
Exactly. Exactly. I think, um, I was chatting with someone or, or yesterday, and they had mentioned that, uh, since June returns have increased 16.5% wow.
Scott Luton (12:10):
Just
Chris Bleess (12:10):
Article that they saw. Right. Uh, and, and just since June, so, you know, kind of keeping my eye on that and what that means to our customers cuz our that’s what our customers do. Right. They manage that volume. That’s coming in the door. In addition, I, you know, I’ve been kind keeping track and, and staying close to right. To repair
Scott Luton (12:31):
Yes. Hot topic.
Chris Bleess (12:33):
It is a hot topic. Right. And I’m all for right to repair. Sure. Uh, you know, there, there’s a way of doing right to repair and doing it right. You know, concerns coming from the industry of what right. To repair could mean and, and how that could impact health and safety. Right. And so tracking what Apple’s doing, what they’ve recent offered, I’m very interested in how they’re going to actually, uh, disperse that and, and make that become available. Yes. How are they gonna manage those, you know, the parts that those consumers are going, gonna use the training and the process and the tools as well. Cause
Scott Luton (13:10):
Don’t doesn’t work.
Chris Bleess (13:11):
Right. Right. And, and I think we all know in this industry that apple has proprietary tools, right. Software to manage that repair process. So it’s, it’ll be interesting how they actually, uh, move forward with this and, and make it available to the, to the green
Scott Luton (13:27):
Republic, agreed, smartphones, tractors, automobiles. There’s so many things that right to repair is gonna, um, continue to impact. And, and we’ll see, we’ll see if we can come up with, you know, in my mind, it’s that good balance between the companies protecting their proprietary, you know, property, this, that, and the other, and consumers being able to have choices, right. Choices that work for ’em. Right. So it’ll be interesting to track anything else
Chris Bleess (13:51):
To, well with, you know, you talk about choices, part of right. To repair and the groups that I’m also part of is the, uh, reversal logistics, supplier quality group. Okay. Uh, with C T I a right. Driving the wise certification. And I think, you know, as, as part of right to repair and as these, um, independent service providers focus and, and really support the wise certification, that’s gonna also bring awareness to, uh, the consumer that there’s different parts available out there. Right. There’s OEM parts, there’s aftermarket parts, right. The quality of those parts vary. So, um, you know, kinda keeping up with that and, and really, really interested in where that’s gonna go,
Scott Luton (14:29):
It’s intriguing. It really is intriguing. Okay. So let’s, uh, as we start to wind down our time with Chris police game with service central break out your big, bad crystal ball. Yeah. So when you think of the rest of the year and what some things we can come to expect, what is a big, bold prediction for us?
Chris Bleess (14:49):
Well, you know, I talked about returns volume, right? It’s, it’s gone up 16%. I could make a big bold prediction and say, it’s probably gonna climb 50%. Right. Realistically, I think more around 25, 30%, but that, and that the Vikings are gonna win a super bowl and in the next 10 years,
Scott Luton (15:06):
Okay, I’m gonna hold you to that. So let’s see. It is, uh, it’s 20, 22. So we’re were saying about 2032, the Viking’s gonna bring one home, you
Chris Bleess (15:14):
Know, that’s new coach, so yes.
Scott Luton (15:15):
It’s gonna happen
Chris Bleess (15:16):
At, at some point.
Scott Luton (15:17):
All right. You know, I was just talking one last point and then we’ll make sure folks how connect with you. I think one of the things that I’ve been giving a lot more thought to is how can retailers really make sure to give the consumers, make it as easy for consumers as possible to find, to do their homework and get what they need, whether it’s the right adapter for a laptop, whether it’s the right shoe sizes. You know, we had a great conversation with my size, uh, yesterday. Yeah. That really helps consumers get exact measurements on their clothes. If we can really, you know, I think one of the things we gotta do is make it as easy as possible. So consumers can get the right product and that’s gonna help us tamp down on this ti wave of returns, which seemingly only gets bigger and bigger. Right.
Chris Bleess (16:02):
Right. Well, yeah. It’s funny you ask that. Right. I’m I’m in my room this morning and a commercial comes on for Warby Parker. Yes. Glasses. Yeah. Glasses. Right. And, and they’re now offering you the ability to take your cell phone, right. Your smartphone, and do your eye test right at home. Wow. And then make your glasses for you and send them right. Love it. So, so they’re gonna one you’re in my, you know, kind of, haven’t gone through this process yet, but, but thinking this through, okay. We’re re Parker’s managing the eye exam, so they’re not gonna get any of that translation wrong. Right. As long as you’re following the process for the eye exam, you and they make their glasses where you can order five, right. Try. ’em on, get the feel yep. Or through the app. Right, right, right. Through the app, see what it looks like on your face. So I think, you know, all this future technology, meta and everything else that’s coming along is, is going to, you know, at some point, make it much, much easier. I, I saw, I think it was Instagram and they were, I can’t remember what shoe company it was, but you could try on your shoes virtually. Right. You know, through your phone, hold it up. Hello. That’s what it looks like on my foot.
Scott Luton (17:12):
I love it. Yeah. Mass personalization and customization, certainly in the order of the day. Yeah. So it sounds like Warby parkers up some cool things. I appreciate you sharing that example. I like good practical examples, you know? Yeah. That’s it really connects what’s going on in industry to what we all experience day to day out as consumers. So, alright. So Chris BLEs with service central, how can folks connect with the,
Chris Bleess (17:34):
You can, uh, connect with me on my LinkedIn page, which is actually under Christopher BLE and or through our website, which is, uh, service central.com and go through our contact page there. Or if you’re at the show, uh, stop by our booth.
Scott Luton (17:49):
Wonderful. And we’re gonna make it all easy. We’re gonna include those details on the episode page. So you’re wanna click away from connecting with Chris and service central big. Thanks. Uh, Chris, please for joining us here today with service central, we’ll have to carve out some more time to talk about bass fishing. Next, go round. There
Chris Bleess (18:04):
You go. Do that
Scott Luton (18:05):
Folks stay tuned for our continued coverage. About lot more coming, uh, right here from the 18th annual reverse logistics association, conference and expo and whatever you do, uh, hopefully enjoyed this conversation today. Be sure to find supply chain now, wherever you get your podcast. But most importantly on behalf of our entire team here, Scott Luton signing off challenging and do good. Give forward, be the change that’s needed. And with that, we’ll see next time, right back here at supply chain now. Thanks everybody.
Intro/Outro (18:32):
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