At Your Service
In keeping with his win-win mentality, Pardini believes that extended service contracts are a benefit to not only the retailer, who will save on repair costs, the salesperson who just made money from selling one, but also the customer, who can rest assured that if the electricity spikes one more time in Northern California, as it's done lately, that new oven's control board can be fixed at no additional cost. It is, after all, the cost of parts that Pardini counts as the most expensive aspect of service—even more so than labor, he says.
"But if the owners of the company don't emphasize this to the employees," he says, "and that it's mandatory, it'll never happen," even though, he argues, "The customers expect to be asked." Plus, he says, "You don't have customers calling you three weeks after the warranty runs out expecting something to be fixed for free. The sales [team] has happy customers for years."
He says that it also spares the retailer from having to spend too much time on the phone trying to work out a deal with the manufacturer days after the warranty has run out.