I have spoken with a few people recently who said that warranties do not matter to them because, in their experience, no one stands behind them and they get the run around.
That made me sad and a little angry; not at them, but at the people that didn’t back up their promises. I know that sometimes, since I’ve grown up learning how the Mercer Team works, it often is a surprise to me when how others fail to meet those standards. But what happened to going above and beyond? Standing by your customers?
Have we gotten too used to detached corporates to remember how small, local businesses stand by their clients because 1) their clients are also their neighbors and 2) it’s the right thing to do?
So that tiny rant leads me to today’s ‘Did You Know’ topic: when you are a client of Mercers and something goes wrong, we act as your negotiator
. We are the ones that stand behind our warranties and guarantees. We don’t care if the warranty applies to our work or the manufacturer’s, or anyone elses’s for that matter; we want to do our absolute best to help you fix whatever issue came up.
My mom, Brooke, tells me a story about when she was pregnant with me. The company my father was working for (before my grandfather hired him) withheld his commission check because he stretched the rules to help a customer. My parents were newly weds and had me on the way; they couldn’t afford to go without that check.
But what could they do? So Mom called her father, John Mercer, for ideas. And he said this: If you are going to make a wave, make it a tsunami. Then he told her to get her VERY pregnant self over to Dad’s office and tell every sales person there what was going on. If there is one rule about working with sales people, it’s that you don’t mess with their commission. Long story short, Dad got his check.
That lesson is what helps my parents make sure that 3rd party warranties are backed up. With our buying power, it is much easier for us to make a tsunami wave to get things done right than if a single person did. Thankfully, we try to only work with companies and people who do stand behind their promises, so we don’t have to use that wave very often.
So, that’s basically the end of a longer than usual Saturday post. I hope it wasn’t too lengthy and that you enjoyed my little antidote. Hopefully, the next time you see me write about warranties, you’ll keep this in mind and know that they mean something with us.
Have a Great Weekend!
Flooring Design Consultantkatlin@nullmercercarpetone.com
As always, if there are any questions (or ideas), please let me know!