Fixing It Instead Of Replacing It

As a sign of the times, landscape contractors are opting to repair lawn equipment rather than replace it. To wit, Briggs & Stratton Corp., reports that its do-it-yourself-repair calls and emails are the fastest-growing category at its "answer center."

Overall call volume is up more than 60 percent from the level before the 2008-09 recession and totals several thousand per day during the peak summer season, says Dan Benischek, director of the call center. The number of call-center employees has risen to more than 60 in peak periods from 40 before the recession.

Ariens Co., reported that sales of replacement parts now run at 12 to 13 percent of overall sales, up from 9-to-10 percent a few years ago. "Definitely consumers are extending the life cycle of products," says Ariens Co.’s Daniel Ariens. He expanded the telephone tech-support team to nine people from five and persuaded three Ariens retirees to take calls at home during snowstorms, when lots of customers call in with blower problems.