increased product and parts sales
now have a well engineered product, you have taken precautions to
prevent and warn consumers against potential injury, and you're
selling your product. What else is there? What happens when your
product needs servicing, a part fails, or just simply wears out?
As a consumer, I do not expect every product that comes off the
assembly line to be perfect. I do, however, ask, "what happens if
something is not right, how do I get help?" This is where quality
product support literature can and will give your customers confidence
in your products and, therefore, want to recommend them to others.
If I personally have a problem with a product and find in the manual
where to contact someone for service, I am not as likely to be upset
when a problem occurs. If a part breaks or wears out, if I can easily
find the part I need and be able to call someone and get a replacement,
I'm happy. A quality parts book should lead your customers to the
parts they need and thus increase your sale of parts.
But, what if your product
support literature does not help your customers get satisfaction
to the problems they may experience. Are they going to go to others
and say how happy they are with the product they bought, or are
they going to say, "I had a problem and could not find any way to
resolve it or fix it." Does that sound like a satisfied customer
who will recommend your products to others?
One of the greatest compliments I think any manufacturer can receive
is for a person to call looking for replacement parts because the
part is simply worn out; not due to lack of quality, but because
the product is still functioning after many years of service. If
your customers can easily find a replacement part or a solution
to their problem, because you have provided manuals that lead them
to a solution, they will be more likely to tell others about your
products. Thus, you have increased product sales. Why is providing
your customers with service so important? Because we are living
in an age where many companies seem to be more concerned about making
money than they are about building a quality product and a loyal
TPA is committed to building a loyal customer base
with our clients; you, the manufacturers of products needing operator
instructions and parts manuals. Word of mouth has been one of the
many keys to our success, which started in 1990. Our customers tell
other manufacturers about the quality product they receive from
us, and in turn, these new customers tell others. Our business continues
to grow because we help you look good to your customers; which in
turn makes us look good to you.
Nichol, President and Co-founder of TPA, Inc.