geodan's Profile

Mike,

I don't even know how I found this thread, but for some reason I feel compelled to comment.

I understand your response completely. I would guess at least 9 out of 10 failures are operator error. But that's not really the point.

You example regarding a Sony Vaio was not completely relevant. We are dealing with DIY people installing spray foam insulation. They are putting forth a lot of time, effort and money to get their homes insulated. They are not trying to scam you out of a free cannister of spray foam.

When a customer calls with a problem you apologize, offer and immediate replacement cannister, and follow up with as much assistance as you can possibly provide so that they get the next one done right. It doesn't matter if its a faulty kit or not.

The increased business you will get in the long run (from the good PR) should far exceed the cost of a lost kit here and there. If it doesn't then your business model is broken. Either the process is too complicated for the average end user, or your kits cost you too much.

Both could likely be fixed with some tweaking. Why not make each kit smaller so that its not as much of a burden if you have to replace one here or there? So instead of a typical project using 3 big cannisters, it uses 10 smaller cannisters (im making up numbers for the sake of argument).

I'm not a PR expert, but I do live in this world and have the ability to make observations and apply deductive reasoning to those observations and experiences. Anyway, based on your reponses, my gut tells me your doing it wrong and SparyFoamDirect could be doing a little better with a few changes in policy.