CUSTOMER SERVICE

Long-Term Commitment

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As much as Dan McNulty, president and CEO of Acoustic Imaging Technologies, in Tempe, Ariz., tried to convince prospects about his diagnostic ultrasound equipment's reliability, they wouldn't listen. So he juiced up the product's one-year warranty to make prospects prick up their ears. If the $130,000 machine broke down and was unusable, they received an automatic one-year warranty extension from the date of the breakdown. at no charge. "It differentiates us from our competitors, with whom one-year warranties are the standard," says McNulty.

Since the program was introduced, McNulty claims the company is ahead of sales projections. And only one customer has been able to take advantage of the extension, which normally sells for $10,000.

Copyright 1997 G+J USA Publishing

Last updated: Jan 1, 1997




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