Difficult customers - and remedial works

[hightower]

We had a claim a few years back for a knackered landing carpet, edge got frayed when we lifted. We stretched it back and it wasn't noticeable but customer was informed anyway.
Customer wanted it replacing, I said get a quote and I'll cover it.

Elecsa have a Standard Contract document which is pretty good - has this section in - "Where carpet or flooring coverings may require lifting to allow concealed installation work, no charge is made for this service, with best endeavours being made to avoid damaging them and to refit them to an acceptable standard. However, consideration of employing a specialist fitter may be prudent, at your cost to effect a fully satisfactory reinstatement."

 

[leo79]

I have seen that and I do have a similar get out clause on my quotes.
However this was for a contract who bows down to every customers wish and command but they only settle their own claims when damage is done by one of their employees.

 

[rolyberkin]

Elecsa have a Standard Contract document which is pretty good - has this section in - "Where carpet or flooring coverings may require lifting to allow concealed installation work, no charge is made for this service, with best endeavours being made to avoid damaging them and to refit them to an acceptable standard. However, consideration of employing a specialist fitter may be prudent, at your cost to effect a fully satisfactory reinstatement."

My old man used to be a plumber and blankly refused to move any furniture or lift floor coverings to do work, this was after he and a mate moved a mini grand piano once and the back leg fell off Laurel and Hardy style

 

[ruston]

My old man used to be a plumber and blankly refused to move any furniture or lift floor coverings to do work, this was after he and a mate moved a mini grand piano once and the back leg fell off Laurel and Hardy style

Those old MFI wardrobes and furniture were a definite no no for me.

 

[telectrix]

with heavy or awkward furniture, it's customer gets it moved at their own risk . if the want to get mr. shifter involved, it's their choice,

 

[hightower]

@Tel - I can't tell whether you're the one in the bowler hat, or the one with luscious golden locks.

 

[Risteard]

the customer then turns around and asked me to send her the bill to cover my mate, and it was my fault not hers!

Sorry, could you explain that? I honestly have no idea what you are saying!

 

[dansk]

Not sure if your been serious? But I did a job and a pump failed over the weekend, I had to get my mate in to swap it and pay him for his time because I was working elsewhere, my customer then told me to send her the bill for changing my faulty pump! I said no chance love it's under warranty and it's my problem not yours!

 

[Risteard]

Not sure if your been serious? But I did a job and a pump failed over the weekend, I had to get my mate in to swap it and pay him for his time because I was working elsewhere, my customer then told me to send her the bill for changing my faulty pump! I said no chance love it's under warranty and it's my problem not yours!

Oh right fair enough. Thanks for clearing it up.

I wasn't being smart - I genuinely didn't understand your original post.

 

[rapparee]

A lot of the old time customers were like that up here . The money was on the mantle piece before the job was even started, and a place laid at the table at lunch time .
There are some left , but few and far between.

My grandparents were farmers. My nanny would feed the men at lunch time and also feed them their tea before they went home, their money was "hid" in a bale of hay out in the shed. Everyone knew where the money was hid but due to decency and respect they were never robbed. They would have been easy targets looking back on it. My granda was a cattle dealer who carried a roll of a couple of thousand in his pocket all the time in case a eeal ever had to be done.

It wouldn't be like that now.

 

[Risteard]

My granda was a cattle dealer

LOL So was mine.

 

[David M]

I've had my share of dodgy clients, I,m a multi skilled electrician and plumber so work on both regularly. While I was doing some electrical work the client asked me if I wouldn't mind swapping an old radiator in the bathroom for a new chrome towel rail type. She had been very hospitable throughout the job so I was happy to oblige. Turns out a big mistake! It was an old open vented system that had not been drained down for years. I ended up doing a flush on the system and it took ages to fill back up, bleed through and balance out. There were 2 radiators down stairs which would only get slightly warm unless we closed off all the other rads in the house. No matter what we tried we just couldn't get these rads hot.

We gave up close to midnight that day and I explained that it was very strange that these rads weren't getting hot. She was adamant that they worked fine before "we messed". next day we tried all sorts again. She began to get nasty with us and decided at this point she was not going to pay a single penny for any including the electrical. I don't ever like to upset the customer so I bit my lip and proceeded to try and sort the problem. The following day we were back again and to no avail, this was Christmas eve by the way.

That evening her husband returned home from working away. Turns out that those 2 rads had never got hot, only slightly warm for all the years they had been there. That was the last correspondence I had with them, despite numerous phone calls and visits back there for my money. Eventually I posted a letter threatening legal action. 2 days later i received a cheque in the post, minus the payment for the radiator installation.

I'm more cautious these days of what I commit to when doing any job. I always start off by explaining that any defects found or likely to be found prior to commencing work will be chargeable as extra.

I also note in more detail the client's personality because sometimes you can get a feel for how they are going to be. In my experience the wealthier they are the more likely they will complain about costs.

 

[Marvo]

I guess there's as many rogue customers out there as there are rogue tradesmen, it's just you don't hear about them as often and there's no TV series about customers who rip off tradesmen.

 

[shanky887614]

@Tel - I can't tell whether you're the one in the bowler hat, or the one with luscious golden locks.

tell will be the one in the bowler his hair was grey before coloured pigments were discovered

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[shanky887614]

I've had my share of dodgy clients, I,m a multi skilled electrician and plumber so work on both regularly. While I was doing some electrical work the client asked me if I wouldn't mind swapping an old radiator in the bathroom for a new chrome towel rail type. She had been very hospitable throughout the job so I was happy to oblige. Turns out a big mistake! It was an old open vented system that had not been drained down for years. I ended up doing a flush on the system and it took ages to fill back up, bleed through and balance out. There were 2 radiators down stairs which would only get slightly warm unless we closed off all the other rads in the house. No matter what we tried we just couldn't get these rads hot.

We gave up close to midnight that day and I explained that it was very strange that these rads weren't getting hot. She was adamant that they worked fine before "we messed". next day we tried all sorts again. She began to get nasty with us and decided at this point she was not going to pay a single penny for any including the electrical. I don't ever like to upset the customer so I bit my lip and proceeded to try and sort the problem. The following day we were back again and to no avail, this was Christmas eve by the way.

That evening her husband returned home from working away. Turns out that those 2 rads had never got hot, only slightly warm for all the years they had been there. That was the last correspondence I had with them, despite numerous phone calls and visits back there for my money. Eventually I posted a letter threatening legal action. 2 days later i received a cheque in the post, minus the payment for the radiator installation.

I'm more cautious these days of what I commit to when doing any job. I always start off by explaining that any defects found or likely to be found prior to commencing work will be chargeable as extra.

I also note in more detail the client's personality because sometimes you can get a feel for how they are going to be. In my experience the wealthier they are the more likely they will complain about costs.

and thats why if i get a good vibe about people id rather pay upfront or at least part payment

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