An issue with warranty that will cause problems is repairs. Telling a customer, “Sure the tool is under warranty and the repair will be free, but, it is going to take four to five weeks” will usually be met with a less than enthusiastic response such as, “And what the #@&% am I supposed to use for the next five weeks?” This is one of those times the customer is mad at the company, but you are getting the verbal beating.
A save-the-day solution is to have a used, trade-in tool to lend the customer during the repair period.
Jobber: “Yes, four to five weeks is too long to be without that tool, and I wish repairs were faster. What I can do is lend you this used tool I have in the meantime. It will at least get you through the repair period.”
Again, you have accepted their problem with empathy, agreed with them, and in this case given them an acceptable solution. This is a win-win response and solution.
