Along these lines....somewhat. I'm going to have a "discussion" today with a certain store owner who sold my Dad his THIRD Z-turn mower in TWO YEARS! WTF? you ask? Dad happens to be 93 yrs old, and has problems with short-term memory. Monday while I was in ATL on business, Dad decides he's gonna mow the lawn. Now, in a pinch, he could've done it, but he really has no busines trying. Anyhow, he couldn't get it started (it ran great last week when I used it), so he called this guy to come get it and bring him a new one. ($5-$6K a shot)Problem is, the one he had was just purchased(under similar circumstances)last fall, and carries a 3yr/240hr warranty! I'm pissed!!!!
Now some of you would say the store owner was within his rights to sell a new mower, and I'll agree to an extent. But had it been me talking to your 93 yr old Dad, I would have said, "Mr. ?' this mower is still under warranty. While don't I come get it and "fix" it so you can save about 6 grand? Especially since you've probably just run the battery down, or thrown a drive belt."
Remember guys, I live in a very small town.
Also a tip for those of you who haven't already figured it out............ "word of mouth" advertising is probably the most common form, and extremely effective. Bad publicity is like a cancer; it grows over time, and the more a story is told by different people, the more convoluted it can become. So if word gets out you're screwing a customer(s), it may not ruin your business right away, but it will cost you in the long run.
thanks for letting me vent.