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Overheard a salesman telling a customer our wireless sensors never fail
I was at the shop grabbing parts last week and heard one of our sales guys tell a customer that our wireless sensors pretty much never give us trouble. I had just come back from a house where their brand new window sensor dropped off the panel for the third time in a month. That kind of talk just sets people up for disappointment and makes us look bad when the real world shows up. How do you all handle promises from sales that don't match what we see in the field?
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the_sandra1mo ago
...so my buddy who does commercial HVAC told me his company's sales guys were promising customers their new thermostats had "99.9% reliability." He spent the next three months driving to five different job sites a week to restart panels that crashed every time it got humid. The customers were furious and his manager just said "well, that's what sales says." He ended up putting sticky notes inside every panel with the real reboot procedure.
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