FEATURE
“ Customers like to feel that once a job is completed the contractor will be there when they need them .”
“ Having a well thought out and documented warranty page that is attached to every proposal but also explained on the front end prior to the customer buying your services is what works best for us ,” stated Todd Eichholz , CEO of A & A Paving , Roselle , Illinois . “ If you know of a particular issue that may arise , when bidding a project , communicate that to the client first and build trust and transparency . Let ’ s be honest , very few people read the ‘ fine print ’ and after the fact , when they are upset , telling them its spelled out on line 73 in tiny print is a sure way to lose a long term client .” A warranty should be in writing . “ The simple answer to the question of should your workmanship warranty be in writing is a definitive ‘ Yes !’ Eichholz said . ‘ If it is not in writing , then it ’ s just hearsay and a ‘ handshake deal .’ No good contract comes without paperwork , and no good warranty or guarantee of your involvement or obligation should come without one either . It just plain breeds confidence in you as a professional asphalt paver .” Can offering a warranty on workmanship help the asphalt paving contractor gain more business ? “ Customers like to feel that once a job is completed the contractor will be there when they need them ,” Love said . “ It ’ s a comfort feeling , when a client is comfortable and feels safe with their contractor , everyone associated will be comfortable with the contractor and they will gain more business by word of mouth alone .” Hall offered a more measured response : “ Offering a warranty is industry standard and it alone won ’ t get you more business . What brings more business is communication or even over communication with your customers and inviting them to be on the projects while you pave . The times that we did not have them on site while we paved have been the times that we have had issues . When you do a lot of ‘ private jobs ’ such as parking lot overlays , large driveways etc ., which are projects that don ’ t have a set of drawings , and this is where they see the project vs the way we see it can be two different projects . You must ask the customer about not what they ‘ want ’ but what do they ’ expect .’ These are two different things and it ’ s amazing how the customers react when you ask this . This helps in the warranty phase as well , because it ’ s clear what we are warranting as well as installing .” Clearly good communication is crucial and , of course , the Ovid question of how can one best verify that quality workmanship was performed ? A performance warranty can craft a strong solution .
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