Much can be written on this subject, but I have an example that you may find interesting.
Over 21 years ago I purchased a large external canvas cover. The original cover withstood some 19 years of heavy winter weather before it began to deteriorate, allowing a black “soot” to enter. However over these 19 years the manufacturer patched a few small holes that developed. After the first few seasons the cover shrunk some and coverage needed a lot of pulling and pushing. Last year I replaced the original cover with a new one from the same manufacturer. He told me he was making the covers larger to accommodate the shrinkage issue. The new cover was significantly larger and needed additional tie-downs. Now the cover is going back for its first patch as a result of a small hole. The manufacturer said: “just bring it in and we will fix it while you wait”. Oh yes, almost all of the repairs were at no cost to me.
What would happen to your products after 21+ years? Will your customers come back for more?
Steve Koenig, SCORE Counselor
Visit us at: www.scoresouthflorida.net