Editor's Blog


Why Offering the Best Warranty Out There Makes You Money

May 24, 2009
/ Print / Reprints /
ShareMore
/ Text Size+

It may seem counterintuitive but offering a better warranty than your competition actually makes you money. The reason is you overcome one of the best buying objections a customer has when making a purchasing decision and it separates you from being “just like the rest” to being “above the rest.”

How you offer the warranty is different, but in all the trades I’ve worked with as a flooring business consultant it comes down to being clear on what the exact offer is and how good you are at tracking the source of callbacks.

Callbacks are why we as owners are hesitant to make longer warranties on the repairs and replacement work we do. Truth is, you need know your callback rate, such as five calls out of a 100 calls done would come back for a sales, operational or technical reason. That’s why you need the CSR to use a Callback form and the Service Manager needs to verify if it’s a legit callback or not.

Once you know your callback rate and you know how to work with a budget, you can adjust your selling price to cover the cost and give a bigger warranty than most if not all of your competition.

Now, if you want to get really good, you drive the callback rate down with excellent sales, operational and technical training. I do this with my clients with Operations Manuals, written training curriculum, a training center and a sales training curriculum. The longer the training is in place the more dramatic the drop in callback rate and the higher the customer satisfaction ratings climb.

Face it … customers need a nudge to say yes to the work you’re proposing and the way to move them along in the buying process is with a peace-of-mind warranty. Do this and watch your sales go up!

Note: If you’d like a copy of the CSR Callback Form, e-mail me at al@appleseedbusiness.com and I’ll be happy to send it along.
You must login or register in order to post a comment.

Multimedia

Videos

Image Galleries

The 2014 Experience Conference and Exhibition

A look in photos at the 2014 Experience Conference and Exhibition, which was held from April 24-26 at the Embassy Suites Convention Center and Spa in Frisco, Texas.

Podcasts

Don't underestimate the value of a good Internet marketing plan. In fact, if you do this right, it's not uncommon to see ROI along the lines of 30-to-1. Here's a look at 27 free and low-cost tips that you can begin implementing within your cleaning business today to drive more business.
More Podcasts

ICS Cleaning Specialist Magazine

CoverImage

2014 August

The August issue of ICS features stories on carpet mold, good training, marketing for cleaners, traffic lane cleaning, and cool products.

Table Of Contents Subscribe

Social Media

Social media is a good way to regularly keep in touch and interact with current clients and reach potential ones. What social mediums do you use in your cleaning/restoration business?
View Results Poll Archive

THE ICS STORE

Get Paid! book cover
Get Paid! (ebook)
Over 30 authors – over 40 articles…from attorneys, contractors, consultants, instructors and others, both inside and outside the restoration industry. R & R, C & R and Cleanfax, opened their archives and gave us the best they had, other chapters were created just for the “Get Paid!” book and its readers. And every one of them has ideas for how to get paid what you are owed.

More Products

ICS DIRECTORY AND BUYING GUIDE

Director_Buyer.jpgThe premier resource and reference guide for the cleaning and restoration industries.

Click here to view

TRUCKMOUNT EQUIPMENT AND ACCESSORIES GUIDE

Truckmount.jpgEquipment listings and specifications from the leading industry manufacturers.

Click here to view

STAY CONNECTED

facebook_40.png twitter_40px.png youtube_40px.pngcrc logo