A large importer and manufacturer of pressure washers, Active Products had been producing private label products for the Canadian marketplace for only a few years when they became the category leader in consumer electric pressure washers. Active Products’ rapid growth in the category, while great from a business development standpoint, presented many challenges in the area of after-sales support; Not only was Active Products faced with setting up a full-scale after-sales program in Canada for a large volume of pressure washers, they were dealing with a product category that is noted for having high return rates due to customer misunderstanding of product operation and performance.