Warranties and Guarantees
Warranties - Implies the provision of getting the product repaired if faulty or defective. A warranty is also a safeguard to the rights of the consumer. It requires payment on the part of the customer to make it legally visible as in the case of an insurance policy. With the strength of a warranty, the seller or the manufacturer is liable to face judicial court if the seller/manufacturer fails to comply with the provision of the warranty on their part.
Guarantees - A guarantee is generally given by manufacturers whereas the warranty is provided by most of the retail sellers or the distributors. With the strength of a guarantee, the seller is liable to make a complete replacement of the purchased item. This guarantee remains valid for a fixed period.
Quotations and Estimates
Quotations - A quotation is exactly how much something is going to cost the customer
Estimate - Is a rough guess on how much something will cost without taking it apart to look at.
Charge-Out Rates
Charge out Rate - One of the most difficult tasks for a small tradesmen is the setting of realistic charge out rates. You have to be careful that you do not under price as this will reduce profits, whilst at the same time you should be aware of overpricing for labour and material mark ups, which would be done at the risk of losing customers.
Courtesy service
Courtesy Service - A business with high service quality will meet customer needs whilst remaining economically competitive. Courtesy refers to factors such as politeness, respect, consideration and friendliness. Your services must also show credibility, which refers to factors such as believable, honest and trustworthy.
Cultural Issues
Cultural Issues - Sensitivity to any culture should be determined on a case to case basis. We are a multi-cultural society with high proportions of certain categories. When dealing with customers with language/ cultural differences, you have to remain calm and patient while helping the customer understand the best you can.
