I just have to you all about the disaster this one sale I had that has extended for the past 10 months or so. When I got a sale for a couple in a co-op (a water treatment system feeding a small community of about 30 households), I was excited to try out a new design of my water treatment system. A new supplier had a great method of water treatment that would keep the main system from plugging up and increasing maintenance costs. Anyways, it took me five months to finally get all the supplies together to build this thing which my customers didn't take so well. I tried assuring them, but the more time flew, the more they were frustrated with my service. When I finally got the system together and installed they were none too happy but content that they would have great water. I left happy and then received a phone call not even a half hour later saying the place was flooded! They had a friend that found that the fridge line wasn't quite up to snuff and it busted under the increased pressure that my system provided. I assumed responsibility and ended up replacing the wood flooring in the basement area. During that, I asked if I could take a look at the new fridge line their friend installed and accidentally put a dent in the stainless steel fridge door. Upon replacing the fridge door, I did my final checks and made sure that their could be no more mishaps like this again. I came by on a monthly basis roughly to checkup on the system and my last visit was great, they were extremely happy with the water and the system was working away exactly how it should have. Two months after this I get a phone call saying that it flooded the furnace room. Aargh! I went back to find the cap on the reverse osmosis filter housing had came loose and the clamps that held it in place were bent. Not good... I replaced the cap first and tried bending the clamps back into place but a week and a half later it started leaking again so I got a new set of clamps on it of which time I offered to put in a water alarm and shutoff on the system. They happily agreed and when I told them it would cost extra they told me they felt it was necessary to have but my responsibility to pay for it. Ouch! Simply put I bit the bullet on it and put the thing in and now if there is even a drop of water from that system it will shutoff and I don't have to worry about disasters like this again.
So, what did I learn through all of this. Warranties are an easy way of making a sale, but a terrible price to pay when things go wrong, way wrong!! Customers can be fickle and may even take advantage of the adage, "The customer is always right", but when you make friends out of customers, it doesn't really matter. Test the stupid design before you go out and install it, I would have saved myself at least some grief doing that. Finally make friends with your customers, you may pay for it out of pocket at rare times, but it is worth the friendship, they will diffidently refer you to others when you do so.