customers

[shagg]

Why is it some customers are real **** heads. I went and quoted a kitchen job on sunday of all days. He rang me that night to tell me I got it if I wanted it, I told him tue was the earlist I could start, he said he'll have a word with the wife and call me back.

In the mean time I'v been and got all the materials (£200 worth). I tried ringing him yesterday with no answer so I left a message.

I got hold of him today. Now he tells me he's having two more quotes without any explanation.

What would you guys do?

 

[cbw]

Depends on how much work youve got on..........

I just told a guy to stick a job because he kept me waiting on his doorstep for 10 mins in the rain!

Your call really, make sure he pays, always worry about people who are not good for their word!

The mood I am in today I would have taken all the materials back to wholsaler and told him to FO

 

[shagg]

I'm not far off from doing just that anyway. but now I'v calmed down in the long run I suppose it's not worth falling out with the bloke as I'v got to think about my company image now. But it dose pi** me off

 

[mnmwill]

Take a deep breath mate, theres plenty of people out there who will **** you about but the hard truth is we need these dickheads to pay the mortgage. I'd probably give him a call in the morning and politely remind him that he told you you could do the job, and as your very much a conscientious professional you have already been out and got the fittings to do the job. Any decent bloke would then realise he had bin a bit of a **** and ask you when you can start.......

 

[Spudnik]

Im afraid this is a fact of life.

I had just rearranged next weeks work for a kitchen fitter as his clients customer wasnt answering his phone.

Few hours later i get a call from the fitter to say the other sparky is now doing it.

 

[shagg]

The latest update, I rang the guy wednesday and he told me he wanted me to do it still.
But I don't know what cowboys he had round, but he was asking loads of questions on everything I'd already been through with him (basically they've told him a load of sh*t, I doubt the they'v even got the reg's) told me he'd ring me when he wants me to start. Heard that befor.

He ring today and he completely moved the goal posts again, asking why I'm not changing his main consumer unit (The origenal job was to wire his kitchen, no RCD so a new 2way c/u throught split tails due to an arkward run and they didn't want the hall damaged, so no c/u change). Now he wants that doing. When I told him the extra price he ask WHY. Then just as I think we're done he tells me he's having another quote done this weekend.

So that's it, I told him he was wasting his time and my time and money and bid him a good day.
It's the first time it's ever happen to me and I feel pretty bad about the outcome but he was taking the pis*** .

 

[rocker]

Well done is all I can say. Some customers really need to understand that messing about with them costs us proper money. My phone, for example, diverts to my mobile from my business land line, and the mobile part of the call I pay for. I pay out 80 per month in these calls to my mobile, and if all the people who rang me were actually looking for me to do some work not just trying to get a price for some stupid idea then I can tell you I'd be a rich man. Then there's the fuel getting there... having to put jobs off because 'I've got to go and price up a shower for Joe Bloggs who will end up doing it himself with phone cable'.

So good for you, I think I'm going to take a leaf out of your book.

 

[acat]

You have to draw the line somewhere some people take great pleasure in being awkward.

Chris

 

[andekoch]

you need to be careful about starting work within 7 days of someone accepting a quote as it is in contravention of their consumer rights.
basically if you start withing 7 days of him accepting he can not pay you, because he changed his mind, and you have no recourse to take out the materials or force him to pay (almost).

Now there are jobs that require you to start sooner so what you need to do is:
1) get him to acknowledge that the start is within 7 days and that he is aware that this is not in keeping with his consumerrights
2) that he adrees that he will pay for all materials and labour regardless of you starting within 7 days of him accepting the estimate
3) that if he does not pay he agrees that you have the right to remove the materials installed without repair of reinstatement

This all needs to be in writing from him to you and signed by him. Best for you to give him the letter and just get him to sign it or he will get the wording wrong.

Also always call your 'quotes' estimates if possible that way if something suddenly comes up while you are working you can let the customer know that it will be an extra. with a quote you have to do 'it' whatever 'it' may be if it is necessary for you to complete your job as quoted for.

painful i know but there are some not very nice people out there.

I had a customer who took up so much of my time asking questions before the work started that I had to tell him that I was happy to answer whatever he asked but all future questiosn were going to be on a hourly rate basis; he stopped then.

 

[ezzzekiel]

good tactic is to start with a few chases or removal of sockets etc, then go buy the gear needed

 

[shagg]

good tactic is to start with a few chases or removal of sockets etc, then go buy the gear needed

Cheers ezzzekiel but I try to pick up all the matts for the jobs that week at the same time to save fuel costs and the mess about factor. I got a full refund for his matts so that wasn't to bad in the end

you need to be careful about starting work within 7 days of someone accepting a quote as it is in contravention of their consumer rights.
basically if you start withing 7 days of him accepting he can not pay you, because he changed his mind, and you have no recourse to take out the materials or force him to pay (almost).

Now there are jobs that require you to start sooner so what you need to do is:
1) get him to acknowledge that the start is within 7 days and that he is aware that this is not in keeping with his consumerrights
2) that he adrees that he will pay for all materials and labour regardless of you starting within 7 days of him accepting the estimate
3) that if he does not pay he agrees that you have the right to remove the materials installed without repair of reinstatement

This all needs to be in writing from him to you and signed by him. Best for you to give him the letter and just get him to sign it or he will get the wording wrong.

Also always call your 'quotes' estimates if possible that way if something suddenly comes up while you are working you can let the customer know that it will be an extra. with a quote you have to do 'it' whatever 'it' may be if it is necessary for you to complete your job as quoted for.

painful i know but there are some not very nice people out there.

I had a customer who took up so much of my time asking questions before the work started that I had to tell him that I was happy to answer whatever he asked but all future questiosn were going to be on a hourly rate basis; he stopped then.[/QUOTE ]

Cheers andekoch for this useful info, I do use a counter signed estimate on bigger jobs but I didn't know about the consumer rights. I thick I might have to do some reseach. Cheers.

 

[Spudnik]

Also always call your 'quotes' estimates if possible that way if something suddenly comes up while you are working you can let the customer know that it will be an extra. with a quote you have to do 'it' whatever 'it' may be if it is necessary for you to complete your job as quoted for.

Whilst i agree in principal, quotes can also work for you as well, especially if the clients says - "you were putting a socket in the loft", when clearly on the quote this was not the case.

 

[rocker]

The answer to this is to have a good contract - state that anything put on the quote will be carried out but if any unforseen problems arise then extra charges will be raised. Where reasonably practicable, you will notify the customer in advance of the extra work taking place.