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<blockquote data-quote="Mistwell" data-source="post: 6789028" data-attributes="member: 2525">They care about all their products, and their D&amp;D department of course cares.&nbsp; And some of the retailers may really care about those products (while others will care a lot less about them).&nbsp; Bottom line though, as long as it's a product they plan to provide to retailers, they will care about retailer complaints about it.I will give you an example.&nbsp; My company sells graduation caps and gowns, honor cords, announcements, diploma covers, and class rings (in that line of our business).&nbsp; Graduation Gowns makes up 80% or so of that line of business.&nbsp; Class Rings is essentially a rounding error for us, however some schools REQUIRE that we provide class rings if they are going to sign the Graduation Cap &amp; Gown contract.&nbsp; And then if a few students get pissed off about the class rings they get, they complain to the school, and the school has to deal with the complaint and may reconsider their relationship with our company - even though the school never made much money at all from the class rings.&nbsp;&nbsp; And if we also mess up on, say, honor cords, the cumulative effect of messing up on two products (even if both are a tiny percentage of the total goods we sell them) can strain the relationship further.&nbsp; So you bend over backwards to make things right - even if it was not your fault, even if it's a tiny percentage of the products you sell, protecting the relationship is more important than any of those issues.</blockquote>

[QUOTE="Mistwell, post: 6789028, member: 2525"] They care about all their products, and their D&D department of course cares. And some of the retailers may really care about those products (while others will care a lot less about them). Bottom line though, as long as it's a product they plan to provide to retailers, they will care about retailer complaints about it. I will give you an example. My company sells graduation caps and gowns, honor cords, announcements, diploma covers, and class rings (in that line of our business). Graduation Gowns makes up 80% or so of that line of business. Class Rings is essentially a rounding error for us, however some schools REQUIRE that we provide class rings if they are going to sign the Graduation Cap & Gown contract. And then if a few students get pissed off about the class rings they get, they complain to the school, and the school has to deal with the complaint and may reconsider their relationship with our company - even though the school never made much money at all from the class rings. And if we also mess up on, say, honor cords, the cumulative effect of messing up on two products (even if both are a tiny percentage of the total goods we sell them) can strain the relationship further. So you bend over backwards to make things right - even if it was not your fault, even if it's a tiny percentage of the products you sell, protecting the relationship is more important than any of those issues. [/QUOTE]

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