I chose to fix a 15 year old fridge instead of telling the customer to buy new

Last month a customer called about a fridge that wouldn't cool, and everyone at my shop said to just sell them a new unit. The compressor was still good, but the evaporator fan motor was shot and the defrost timer was failing. I spent about $150 on parts and 3 hours of my time to fix it. The customer was thrilled to keep their old fridge running for under $400 total. Sometimes the right repair isn't the most profitable one, but it builds real trust. Do you ever go against the shop's advice for a simpler fix?

3 comments

3 Comments

the_max10d ago

Nice! That's how you build a real customer base.

casey34210d ago

Used to chase the quick sale hard, but seeing a customer come back five times because you didn't push the fancy option really flips the script. @the_max is right, that's the actual foundation.

kelly_rivera10d ago

Yeah, that part about building real trust is so true. I read an article last week about how the push for constant new sales can actually hurt a business in the long run. People remember when you give them a fair, honest option instead of just the most expensive one. That customer will probably call you for everything now and tell all their friends. Isn't that worth more than a single sale?