First Scenario:

A client called with a dispute with one of the company's customers. The contract's signee was substituted by other people a few months into the project. Neither the person nor my client wrote down the decisions made by this person. Now the new team questions the work and price, which becomes a major headache.
 
If it’s not written, it didn’t happen.
 

Second Scenario:

When a customer calls to ask about your system's not working a month after your mechanic was out there, how often have your technicians said "I informed Mrs. Customers about it?"
 
The question you should retort with is, "Did you write it down?"
 
If they said no then it didn't happen.
 

Third Scenario:

During the sales presentation, your salesperson spoke about extended warranties. The customer chose at the time not to invest in the extended warranty. Four years after installation, her system breaks down and she says she got the extended warranty. No record of it or record she has invested in it can be found.
 
Always make certain that she is signing a spot on the proposal and not just checking off that she is accepting or declining the extended warranty.
 

Customers have CMS – convenient memory syndrome.

 
They never recall what your technicians informed them about. In fact, the moment your technician walks out the front door or you are off the phone they have forgotten. It MUST all be in writing.
 
"We informed you about it" never works. You will lose this argument every time since you can't prove you said it.
 
Writing what you told a customer will:
  • Protect you when management changes.
  • Protect you when forewarned problems occur.
  • Protect you from both major headaches and expensive warranty costs.
Be sure that EVERYTHING you tell your customer is written. If it isn't, they can conveniently forget about what you told them and when a problem arises it's your fault for failing to warn them about the potential issue.
 
Customers have CMS and the only way to cure them of this is by having everything in writing.