PMF speaks to Mike Schlup, Managing Director of K-Seal distributor Kalimex, who explains how the company can save factors time by handling warranty issues.
Amoney back guarantee is a real magnet for your customers. Arm the product quality with the technical facts, sales hype and that all important guarantee and it’s an easy sell. For starters, a warranty instils trust in your customers. It removes their emotional and logical resistance. And because you trust the product too, you can recommend it to your customers knowing it won’t come back to bite you on the odd occasion it fails to deliver.
Time consuming
One of the biggest downsides of a money- back guarantee for the product distributor is that it can be time consuming to manage. Of course with the rise in popularity of social media, unhappy customers are now quick to voice their discontent for the world to see. For you the motor factor, the last thing you want is to be involved in warranty returns. You’ve made the sale in good faith; it should be up to the product distributor to hold up their hands, handle the entire returns process and keep your customers happy.
“When we developed K-Seal Ultimate Head Gasket Repair we wanted to offer the motorist a safe, reliable and easy way to get their vehicle back on the road,” says Mike Schlup, Managing Director of Kalimex the UK distributors of the K-Seal product range.
“And, we wanted to give them the peace of mind, when walking into their local motor factor looking for a head gasket fix product, that they should choose ours. The product has a tremendous success rate of 99%, but there will always be certain situations where it’s unable to make a repair. That’s why we offer a warranty. We don’t want a motorist to be out of pocket. Nowadays motorists and motor factors expect this from premium products.”
Claims handled
The guarantee claim process for K-Seal Ultimate Head Gasket Repair is uncomplicated with all claims handled directly by Kalimex in the UK. And there’s no involvement from the retailer or motor factor. The motorist simply provides proof of purchase with evidence that K-Seal Ultimate did not fix the problem. This can be a copy of the subsequent repair bill or a parts invoice. The process is easy (mostly by email) and refunds are usually issued within a couple of days of the claim being made.
“At the same time we ask for additional feedback on the problem which we pass on to the product development team,” says Mike.
Kalimex claims that the current K-Seal Ultimate Head Gasket Repair success rate stands at 99.48% (based on completed claims to bottles sold).
“Warranties definitely work but you have to start with a product that’s more than worthy of a warranty,” concludes Mike.
What do motor factors think of K- Seal Ultimate’s guarantee?
Here’s what three had to say in the latest Kalimex motor factor research survey.
“It’s good. It has a money- back guarantee which is handy.”
“Only one person has ever needed to go for the money-back guarantee and they sent him a cheque straight away.”
“If it didn’t have the manufacturer’s guarantee I doubt I would sell it.”
