Let me start by saying that Vent Racing has been in the UTV business for some time. In our years of experience we have learned one thing. Customer service is worth its weight. However it might seem obvious, it unfortunately isn't always obvious.
Let me explain. When a customer wants extra service, needs warranty support, tech support or anything else, it costs companies money. This means that the "service value" should not exceed the "lifetime value of a customer." This means that according to business theory, you are best off to only help a customer as much as they will spend in the future. This means there is actially a limited amount of justifiable service you can give to each customer, and it is based on how much they spend over their life time. Home Depot did a study and found that the average home owner is worth 150,000 over their life on average. that means that home depot can afford to help you up to their average margin over the lifetime purchase value of an individual. So you can expect to recieve about 15,000 dollars worth of lifetime service at homedepot over a life time. So what does this have to do with UTV's? A lot.
Here at vent racing we like to put this formula on its ear. You see, In the UTV business we don't have nearly as high of a customer lifetime value as Home Depot, and people often make 1-2 lifetime purchases with us. So why would we give good service? Wouldn't that just be bad business?
Let me explain how we understand this. A few years ago we had an interested customer in Colorado. He felt like he did not want to buy one of our products without seeing it first. We had a sales guy in the area with product in his trailer. We had him meet up and show him the product. The guy did end up buying a cage, and that seemed like that. Little did we realize this guy has a website, and would become a brand champion. He told his friends and the world of the internet. This guy became a one-man-selling machine. Because we gave him good service, even thought his service probably outweighed his individual purchase, our effort was returned many fold. This is why here at Vent Racing we are totally and completely committed to our customer. Regardless of business school calculations we totally promise to give you our best effort at being honest, trustworthy, and helpful. Also we promise to make stuff that really kicks ass.
We promise to do the following to the best of our ability:
1. Be honest (timelines, shipping, cost, and nature of our products, and anything else we do)
2. Be fair (regardless of situation, give us a call and we'll try to help in whatever way we can)
3. Support (we're always here to help you, so give us a call with ANY questions)
4. Backing up our products (we back our cages with our lifetime replacement guarantee, and our other product we stand behind also)
5. Be personable (we always want calling us to be a pleasant experience)