RE: [World] Pella screens

["CC Windows" <addressis@removed>]

Just a follow-up.  I went ahead and had the screens fixed before talking to the homeowner (figured they had to be done regardless) and then suggested to the homeowner that we split the cost.  Me, because it was a lesson well learned and I believe in paying for education. Her, because the design is defective and it was going to happen someday anyway.  It turned out like I suspected: The homeowner insisted on paying for both of the screens and appreciated me doing the legwork to get them fixed.  The whole thing has served to strengthen loyalty on both sides, a "Win-Win."

 

Bill McDonald

Crystal Clean Windows

-----Original Message-----
From: addressis@removed [mailto:addressis@removedOn Behalf Of Rob Young
Sent: Tuesday, October 12, 2004 8:00 PM
To: addressis@removed
Subject: Re: [World] Pella screens

I have had this happen to me also.  I showed the customer once and showed them that I could put them back in (the top was broken on most) and the will stay together and they were fine with it.  I superglued the broken pieces together before placing them in the slot (not glueing the screen into the slot mind you).  It held together fine (I did not try to remove it afterwards).  They were happy and understood.  It just depends on the customer and their attitude.  Another reason to love Pella!! If it were a new customer, and a fickle one at that, in a good area,  I might eat it just to develop good will and a good referral and repeat business over the years.

Rob Young
Washington DC
Web:  Window.to/thewindowwasher