Written by Stephen Morris and originally published in The White River Valley Herald https://www.ourherald.com/articles/the-cracked-fireback/
I joined Vermont Castings as Customer Service Manager in 1979, just months before the Second Arab Oil Embargo when demand for the company's product went through the roof. Customers waited for weeks for their stove to be made, then made the pilgrimage to Randolph to pick up their 400 pound "baby." On Saturday mornings the line formed before the staff arrived at the Prince St. showroom. By mid-morning it snaked back under the stone bridge and spilled onto Main St. Despite long waits to reach the pickup area, the mood was always festive.
But there was a fly in the ointment. Over time the rear wall of the firebox in the Defiant could develop a noticeable crack. Although the crack did not affect the performance or safety, it loomed large in the minds of customers who thought they had invested in a product that would last a lifetime. They called the customer service department with disappointment and fear in their voices. As the number of stoves in the field increase, so did the reports of cracked firebacks.
I requested a one-on-one meeting with Duncan. As both the designer and engineer of the product, not to mention co-owner of the company, this was unwelcome news, and his initial reaction was to tell me to tell customers to do something anatomically impossible, but after venting his steam, he lowered his voice and said "I don't care what you do, Stephen, but whatever it is, just make sure to exceed the expectations of the customer."
That was the guidance I needed, and for the next several years a lot of frustrated and suspicious customers were converted into the company's biggest boosters. The love affair between Vermont Castings and its customer-fans became the stuff of business legend.
