Sale or Service…Which is it?

Is it a sale or service you desire? That is a very interesting question to ponder. I mean as a home owner what do you desire, because it can only be one or the other. For instance sometime I ago I was faced with this decision when our family dryer of 40 years took a vacation and went onto dryer heaven. Yes…I know what I just said. Allow me to clarify something here. My wife and I live in the house I grew up in. So I remember when the dryer was brand new from Sears as a Lady Kenmore in 1969 with all the bells and whistles.


Now fast forward 40 years and we need a new dryer. So, here I am faced with this decision where to go, where to buy and most of all who gives the best service. This is where the rubber meets the road literally very often.


Again, let me digress to my childhood with my uncle Stan whom was a plumber with very high standards to adhere too. He [Uncle Stan] installed a very high end water heater from Pennsylvania Bradford in the late 60’s which ran until I replaced it in 2010. By the way same house different family but same owner. WOW, talk about a service life of over 40 years.


See, to me it’s about what happens after the sale. I know some of you are asking with some annoyance in your voice “what’s the point!”


Well here it is: Are you more concerned about price or the value of the service you receive?


Back to my dryer dilemma, I went to all the stores Boscov’s, Lowes, Best Buy and Sears. Suffice it to say I went with the best price. What a BIG mistake that was for me. About 2 months later I needed service on our new dryer and…well let us just say things it did not go as planned with all the hype I was promised.


Lesson learned the hard way. The next time you hear something that sounds too good to be true it usually is. I wound up fixing the dryer myself. After arguing with the store I brought it from, the service company and the manufacturer. It left me with a profound thought about service.


I would rather have a customer for life then to make a sale. After all nobody remembers what happened for that great deal just the cheap price.


Like my grandmother used to say to me, “When all is said and done. You’d be surprised how much was and how little was done.” Wow, granny you said a mouth full with those words. I still miss her to this day.


Any how, now you know the difference. I’m passionate about serving people as customers for life than to make a sale all the time. Because when you service people and solve their problems they will keep coming back to you the expert who delivers WOW service first time every time.


Don’t believe me, that’s okay. Just look at how BMW, Mercedes, Cadillac and others treat their customers when it comes to first class service.


‘Til the next time.

Author: john

John Quinn is the Operations Manager of Quinn’s Plumbing Heating Cooling LLC of Reading PA. He has over 30 years experience in the plumbing, heating, air conditioning, water treatment and electrical fields, in particular with residential mechanical systems for small businesses and individual home owners. The reason Quinn decided to concentrate on his own business was because he loves what he does and it allows him to meet people and he enjoys a challenge, it’s a great chance to mix business with pleasure. Quinn earned his engineering degrees from The Pennsylvania State University in mechanical engineering through the VA higher education program. He is a 5 year combat veteran of the US Marine Corps and also a graduate of the Murrell T. Dobbins Technical High School Plumbing and Heating Apprentice Program in Philadelphia and is also certified a Master Plumber, Master HVAC Mechanic and Electrician. He lives in Reading with his wife Mary Quinn who is also his business partner. They have 2 adult daughters and 3 grandchildren. When he is not working, Quinn likes to scuba dive or work on his model train collection. John Quinn can be reached at , or by calling (610) 376-6001 or (215) 242-6329.

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