It matters not whether you're a manufacturer, distributor or a dealer/contractor, service is vital to your financial well-being. I'd be remiss if neglected to mention that this value chain I just described also contains one additional link: the consumer. It may be last in the chain, but the consumer link ultimately is the strongest - ironically, because it is the one most likely to break away from the other three.
To prosper, your company must demonstrate a wide assortment of attributes. Key among these is a knowledgeable sales force, qualified installers/finishers and - most importantly - a customer service department that is technically qualified and dedicated to prompt, courteous service. In fact, your customer service personnel can represent your last line of defense in keeping the consumer link from breaking the chain.