Bob-O's "Quandry" [RE-wrenches]

[Nick Houser]

My take on this is the same as yours. Bob-O.  I get LOTS of this kind of
stuff.  If it's close, I usually go.  I also try to have a little talk with
the owner about their "tailgate warranty" so they understand the
situation--usually my local competition becoming unavailable after the check
clears the bank. If they understand what I'm getting at, maybe I won't get
added to their string of "bad wrenches"  I think of this kind of thing as
"community service" and some weeks I do nothing but.  Whether I charge them
for this service depends on the situation. MY customers get a year of free
travel time on service calls after the installation--this is their training
period. Other people's customers  may pay or maybe not depending on the
situation.  My wife and I have had many heated discussions on this topic
"Is this a business or a philanthropic excersize?"  You know the tune.
There are paybacks of course,  word gets around, for sure----the best (and
fastest ) way to get a bad rep is to ignore the customer after the sale.
I'm looking forward to the other postings on this thread--it's one I agonize
over . Bob-O ;makes an excellent point by bringing up "whose fault is
exersize when things screw up (or are perceived to be screwed up)  after YOU
fixed it?"  I can feel you all cringing out there.   Nick Houser    Off Grid
Power

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