Running the Business · Part 5
Customers, Warranties, and Complaints
9 lessons
Presenting price without apologizing, the cheaper competitor, bad news, the four- and ten-year liability windows, a warranty that protects you, the CSLB complaint process from your side, and reviews.
Lessons in this module
- 1Presenting options and price without apologizing 9m
- 2The other guy is cheaper: what to say, what to let the customer check, and the line not to cross 8m
- 3Delivering bad news: it is worse than you thought, and how to say so 8m
- 4You are liable for four years (patent) and ten years (latent), and CSLB accepts complaints that long 10m
- 5A warranty policy that protects you: what to promise, for how long, what to exclude, and what a warranty cannot do 9m
- 6The CSLB complaint process from the contractor's side: responding, arbitration, and avoiding the citation 12m
- 7Reviews: earning them, answering bad ones, and what you can and cannot do about a false one 9m
- 8Template: the warranty statement 4m
- 9Template: the CSLB complaint response letter 5m
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