29- Your work does not end with delivery. After-sales service is very important.

Your work does not end with delivery. After-sales service is very important.

In article 3, we discussed the characteristics that ultimately define quality.

Here, we must point out that after-sales service is also considered a quality characteristic for many products and services.

Experience shows that, when choosing between two products—one of good quality without after-sales service and one of average quality with after-sales service—customers generally prefer the average product with service support.

Does this work the same way for every product and service?

There is no simple yes-or-no answer. The importance of after-sales service to customers is directly and strongly related to the following factors:

A- Products for which a substantial amount is paid, such as cars, household appliances, industrial machinery, and so on.
B- Products with mechanical or electronic components that may fail during operation. The examples in the preceding item apply here too.
C- Software products, because faults and errors need to be fixed and updates provided.
D- Products that are complex to operate and require guidance and training, such as hospital equipment.
E- Specialized, custom-made or high-technology products whose maintenance and repair cannot be handled by general repair technicians, such as robotic production lines.
F-...

Does after-sales service also apply to businesses that provide services?

Yes. Consider these examples:
1- The Digikala online store provides customers with the possibility of returning purchased goods for various reasons.
2- Some car and household-appliance repair technicians guarantee their repairs for 3 to 6 months. If a problem arises in their work during that period, they fix it at no charge.
3- Many instructors also provide several months of support for their training courses so that students can ask questions or raise problems.

For some products and services, after-sales service is essential and critical; weak after-sales service can also harm product sales.
For some other businesses, after-sales service is not essential but provides a competitive advantage and affects sales.

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