| Dear Customer,
In this catalog there are a number of products that carry a lifetime
Now, it wouldn't be credible for us to state that a product will
last forever, but it's not a stretch for you to see that you'll
get full value (one way or another) out of each of the products
so described. A lifetime guarantee is one of the ways a manufacturer
telegraphs that the product will outlast your expectations of
it or you'll get your money back.
One of the challenges we face with offering a broad range of
"lifetime" tools is that each time we're successful
selling a product, we effectively diminish our own future market.
After all, once each of you has a lifetime pruner, a lifetime
hose, a lifetime spade and other assorted basic lifetime tools,
odds are we won't be able to sell you another.
We are not big believers in built-in obsolescence; in fact we
believe we should offer the most durable product possible within
rational price limits. The problem with this approach is just
as described – we can work ourselves out of a job.
That's why we continue to offer consumable items, to work on
new styles and sizes of existing products, and to expand the product
line in different directions. That's why we regularly solicit
your comments and feedback. The catalog in your hands reflects
what you've told us over the past decade and a half, and we continue
to rely on your guidance. There are few retailers left to whom
you can make your voice easily heard, but we're one of them; we
promise we'll always listen and take action whenever we can.
On this last point, it is worth reminding you that we want to
hear about any product that has disappointed you. Contrary to
what you might think, your observations are welcome because they
often alert us to problems we are not aware of, allowing us to
make changes before we have filled a large number of orders. Don't
cut us any slack based on past performance – it's the only
way to assure our future performance remains up to snuff!
Robin C. Lee