Reply to "MME ENGINE FAILURE UPDATE"

I usually try to stay out of most of these type of post's. But I believe that what was said earlier over rides all other views (at least to me).
"It is not how you treat your customer when everything is working great, but how you treat your customer when everything is going wrong, that defines your true character"!
All my business comes by word of mouth (I do not really advertise my business to the public), And yet for the most part I stay very busy year after year, despite the economy. Not that the econmy does not effect me, because when it is down I have to lower prices (so less profit) to compete with guys who are desperate to get business and give away the farm. I put thousands of dollars of manufactured parts and equipment into every job, and I guarantee it. If the manufacturer does not stand behind the product, then I replace it with another brand of equal quality and drop the other manufacturer. If he cannot guarantee his product to my customer and me, then I will have nothing to do with that company!
I have had to make a few demands time to time to remind some companys that they need to step up and take care of things. But for the most part they want my business and I make it clear what it will take to keep my buiness. Years ago I remember reading a couple of books called "In Search of excellence", and another called "Excellence the High Calling", and the truth is each business makes a valid decision each day whether they are going to rise to the excellent level or motor along at the average level.
I have had to eat the cost of some repairs because a home owner has missused products and caused damage to them (and some of these customers were real jerks), but I have taken care of them any way, and I have never regretted these type of decisions. I believe you always come out miles ahead to take the high road!