Chapter 4

Next year, who pays for the callbacks?

Năm sau, ai trả tiền cho những lần quay lại sửa?

The chapter's question

How much do warranty call-outs cost me each year?

Big idea

Warranty costs are real and regular, so they belong in the price, not in the profit.

In this chapter

  1. Part 4.1

    Counting Callbacks

    Over twelve months, how many times did I go back?

  2. Part 4.2

    The Most Repeated Fault

    What are the three most common defects after handover?

  3. Part 4.3

    Pricing It In

    What percentage do I add for warranty?

  4. Part 4.4

    Where the Warranty Ends

    What is outside the warranty, and when do I say so?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of Handover and What Comes After is free to read right here.

Read in Conan School

Chapters of Handover and What Comes After

  1. 1.They nodded at handover, so why the call next week?
  2. 2.Why do the last little fixes never end?
  3. 3.Why is the last payment the hardest to collect?
  4. 4.Next year, who pays for the callbacks?
  5. 5.Will old clients remember me when they need work?