When it breaks, what to do?
February 6th, 2008Yesterday I received a call from my plumber asking me what he should do about a phone call he had received some minutes earlier. The call was from a customer for whom I had remodeled a bathroom last year. They had chosen a pair of upscale faucets imported from Germany. Unfortunately, a part in the stop mechanism broke and needed fixing. The plumber was just calling to confirm that it was indeed a warranty job. I told him to go ahead and fix it and send me the bill. Warranty work is just part of the deal. I warrant work for one year from the time of installation of the product. A few hours later, he called me and reported that it was indeed a faulty part and my plumbing supplier had another part available. In all it cost me a service call from the plumber, and the customer had their issue quickly resolved.
This mini-event illustrated the need for providing a reputable package of quality service before, during, and after the project
