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Originally Posted by Drunk'nInjun
Good to see good cust. service on your end Tom. Thought I might share a cust. satisfaction story as well.
Sold a cust a home generator. Total package job of $17,258 installed. Generator had many many problems over an 14 month period. All of the problems were repair under warrenty at no cost to the cust. but the generator did not give good service or sense of security. I jumped through many many hoops in order to do what the cust. wanted above and beyond the warrenty coverage. Finally the cust decided they wanted the generator replaced and rightfully so. I talked to the factory that made the unit and they didn't want to replace it, they just wanted to continue to repair problems until it ran out of warrenty. I now found myself in the middle but felt a sense of obligation to the cust. sense I was the one that recommended and sold them the unit.
I finally decide to just buy a new generator (cost $12,200) and install it (cost of $2680.00 in labor) all at no cost to the cust. The cust. was now made whole and I continued to fight with the factory over replacing the unit. I finally got staight with the factory on most of the costs. I lost about $6000.00 total on the job but the cust. was happy and the worst thing that can be said about us is there was a problem............................... but they fixed it. That same cust. is responsible for me selling $30,000.00+ worth of work in the end because I took care of them better than most anyone would have.
This little story is not to blow my own horn. Its to let you know I believe in not only talking the talk, but walking the walk as well. Some may say What I did was stupid but can sleep well at night knowing I did the right thing.
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Your efforts brought you $30K more in sales that you otherwise would not have gotten. What you lost on that one job, you made back and then some on the additional sales the customer brought you. It doesn't happen this way all of the time, but it happens more times than not.