Maybe having a physical store that lowers the barrier for making warranty claims, especially “shaky” ones, isn’t a profit maker.
;)
Cost to fix a shaky piece of kit: $100
Future sale made because someone is happy with your service: $1,000
While I like to blame this sort of myopic thinking on SV, it seems like an entire generation, or two, has forgotten that if you make someone happy today, you've made a customer for life.
This was car sales 101 in the 1950's and 60's.
if they spend an hour or two fixing a screen your kid smashed for free, the screen costs $30-$50 wholesale, 1-2 hrs of labor, and fixed costs for the day like power, insurance, lease payment, etc...