Every now and then, a situation arises where there is an issue with a window or door that is not covered by the product warranty, but the manufacturer determines it should give a little extra to resolve the issue. Where that occurs, manufacturers may decide to go ahead and offer to fix the issue even though there is no obligation under the warranty. Common terms for this type of offer is an “accommodation” or a “goodwill gesture.”
Manufacturers want to help, and that is great. However, it is important to select the right words and communicate them effectively to the end-user or it can lead to headaches down the road—i.e., the end-user could demand that the manufacturer continue to go above and beyond the warranty. Consider these following tips for a successful communication.
Tip #1: Qualify the accommodation with “one-time”
Refer to the accommodation as a “one-time” action to avoid having to make additional accommodations to the end-user (or the end-user’s neighbors, if word gets out).
Tip #2: Explain
Explain why the one-time accommodation is being offered if you can do so in a way that does not open the company up to additional requests for accommodations from end-users in the same situation.
Tip #3: Put it in writing
Communicate the one-time accommodation in writing so there is no confusion as to the nature of the offer or future obligations.
Tip #4: Receive recognition
Get an acknowledgement from the end-user that he/she recognizes it is a one-time accommodation. The best practice is to request an affirmative reply, but another option is to state, in your writing, that the end-user allowing the service to occur is recognition that this is a one-time accommodation.
Presenting a one-time accommodation effectively in writing is not a time-consuming process and is well worth the effort if it saves a manufacturer from turning what it considered to be a one-time offer to go above and beyond the terms of the warranty into an ongoing obligation.
