IBEX 365 Education

Warranty and Goodwill Decisions for Service Companies

This seminar was presented at IBEX 2023 as part of the Education Conference Seminar Series. The full seminar is now available in recorded format for $25/person.

Warranty work presents a significant challenge for all service companies. On the one hand you want to be company that has the reputation to “stand behind your work.” On the other hand, you want to limit the amount of work that you are doing for free that eats up the already slim bottom line. We all want to keep our customers for repeat business opportunities. Warranty coverage and extending goodwill to customers are some of the most challenging management decisions for any service company. We will discuss how one yard approaches these issues and how we try to limit our exposure while still satisfying our customers.


John Fitzgerald
John Fitzgerald
President at Saunders Yachtworks

The personal and professional guidepost for John Fitzgerald is servant leadership. This commitment to a life of service applies to his family, community, and his role as the president of Saunders Yachtworks. At Saunders, the mission of the company is to provide extraordinary service. John’s career started in public education as a teacher and administrator. He joined Saunders Engine Company in 1999 and is the third-generation member of the Saunders/Fitzgerald family to lead the company. As president, John has full responsibility for the financial performance and daily operations of the company. He has also served on industry boards such as ABBRA and the US Superyacht Association. Outside of work, he volunteers with many community organizations including L’Arche Mobile, KAIROS, and Fairhope Unite/Hope Community. He has followed his children into coaching youth sports teams and participating in community theater. He and his wife, Andolyn, also run the Carolyn Williams Saunders Foundation.

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Anchor Exhibitors

Patrick Industries
Cartesius Industrial Solutions