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Who's Your Warranty For?

October 20, 2016 By The Woman Behind The Curtain Leave a comment

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“This limited warranty shall apply to…”
“Unless otherwise stated…”
“…shall not apply if the defect was caused through…”
Sound familiar? Whether any of these phrases (or oh-so-legal and exciting versions of them) are outlined in your business’s warranty statement, you’ve no doubt read them in tiny print at some point in your lifetime as a consumer. If you’ve ever had something you purchased not pan out the way you’d expected, you’re definitely not new to these words – or what they mean.
As a business, it’s your promise or guarantee that if or when x happens, your customers can expect y and z from you. All warranty statements pretty much have the same purpose, regardless of industry or product specs. But what’s different is how you use it.
Picture this:
You sold Mr. Customer a shirt. He wears it for a month and is quite happy. One day, when the shirt spends too much time in the dryer, it shrinks. Mr. C comes back to you, receipt clenched in hand, to exchange his shirt.
Your options?

  1. Point out the fine print on the back of the receipt to Mr. C that states the store doesn’t accept returns or exchanges after 21 days.
  2. Exchange Mr. C’s shirt for a brand new one and thank him for being a loyal customer.

Which do you choose?
Option 1 seems like a pretty good one. After all, it isn’t your fault that Mr. C had a problem outside of the exchange terms, or that he dried a cotton shirt on hot. You’re not out a free shirt, but Mr. C will likely never visit your store again.
With option 2, you’re making an exception. And, you’re solving the immediate problem.
Complaints, issues, and problems aren’t fun for you or your customers. But when things don’t go as planned, you have a choice: use your warranty statement as a paper scapegoat – or a reminder that sometimes, everyone can win when the rules are bent.


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What’s in a warranty? If you ask this week’s author, the choice as a business is yours. Have some thoughts of your own? Share with Jennifer directly or comment below!

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