Difficult customers - and remedial works

[ruston]

Yes , I've had that too . Their hospitality is mint.

 

[Jake1992]

How does everyone deal with difficult clients?

Today I have had a client kick off claiming we have scratched their floor. The flooring is lino so is prone to scratching. We have been putting spot lights and despite dust bowls and dust sheets some dust has got onto the floor and this has shown up every scuff mark on the floor.

We didn't take photo evidence of the floor prior to the work and nor did the client. We have had to move furniture so it is possible we may have caused some minor scuff marks, but I am sure these would go once the floor is cleaned properly. By minor I mean hairline scratch.

Client has asked us to leave the property before we had a chance to clear up properly so there is plasterboard dust on the floor and makes us look like right cowboys leaving a site in a mess.

I apprecriate that from the clients perspective it may look like light we have scratch the floor, but the is no certainity it was us. There was no evidence of scratches before the work commenced, but as I say these may have only become appararent due to the dust.

As the client hasn't let us clean up (despite us requesting to do so), we can't see what state the floor is in post work, so we can't compare it to how we found it.


We are likely to end in dispute over this.


In the same week - we have had a call out regarding an apparently faulty sensor light we installed that we have already replaced once.

On initial installation we used the existing wiring (which we tested and seemed fine). 1st senor lights (Microwave sensor) was replaced as client complained it was not operating as it should. 2nd sensor light was installed with PIR - after a short period we had a compliant it was flickering on/off rapidly or not coming on at all).

I replaced the sensor for free (material and labour) on the first occasion, but for this 2nd call out I feel it maybe necessary to carry out further investigation given that 2 lights have failed so quickly, and that this should be chargeable. The client feels we as though this should all be covered by us - and mere suggestion of an additional charge is outrageous.

What do other people do in these situations? Do other electricians walk around a house and make a note of every mark or blemish on the property prior to commencing work so this can be cross referenced at the end of the project?

Would you consider it reasonsible to charge for investigating the wiring further after 2 sensors have failed previously and you know it it not down to your workmanship! If it turns out that is was bad luck we had two shoddy sensors who should pay for our time for refitting faulty parts?

IMO I would try and compromise with the client to go half - or if not, just take a slight loss and replace. Nothing worse than a bad word about your own company

 

[ruston]

IMO I would try and compromise with the client to go half - or if not, just take a slight loss and replace. Nothing worse than a bad word about your own company

I was told years ago that it takes years to build a good reputation , but you can lose it in a day.

 

[dansk]

Happy customer tells 10 people, unhappy customers tells a 100

 

[hightower]

I was told years ago that it takes years to build a good reputation , but you can lose it in a day.

When I started at my current place, servers were crashing daily and staff just couldn't trust the computers to be working one day to the next. It didn't take long to rectify the issues, but the staff had lost all faith in the system by then. I would say it must have taken a good 2 or 3 years for the staff to understand that the servers weren't typically going to crash any more, and that if they needed a computer for whatever reason they can trust that it will work for them.

So, yeah, not a truer word spoken in my opinion. Takes years to get rid of the bad memories, but one mistake and it's all for nothing.

 

[ruston]

That is why you just cannot take your eye off the ball.
Just turn the best job out that you can. Once you start compromising things go downhill very quickly.

 

[BroadReach]

Dust sheets may be an investment for the future?

 

[hightower]

Dust sheets may be an investment for the future?

despite dust bowls and dust sheets t work, so we can't compare it to how we found it.

 

[Swcfisher]

Client has asked us to leave the property before we had a chance to clear up properly so there is plasterboard dust on the floor and makes us look like right cowboys leaving a site in a mess.

You should have given them a letter the same day explaining you hadn't finished and would like to clear up and then if there is any damage caused by you, you will contact your insurer failure to allow you back on site would mean you couldn't asses any damage so wouldn't be able to accept liability or make a claim on your insurance. Keep a copy in with a complaints procedure

 

[leo79]

Offer to get it professionally cleaned, if they refuse then pass it on to your insurance.

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. Quote came back at £1600 for landing, stairs and hall. I offered to put £200 towards replacing the tiny landing carpet and they refused so it got passed on to my insurers. I sent a letter out informing the client that as it was now in the hands of the insurers I am playing no further part in the claim.
Insurance company offered to get landing repaired which cust refused and demanded whole lot was replaced, insurance sent out an independent assessor which resulted in insurance company refusing to pay a penny and threatened her with legal action as they viewed it as a fraudulent claim.

I've only made three claims in the last 10 years of trading and on all occasions I was glad it was taken off my hands because some customers just aren't worth wasting your time and effort on. If they want to make a claim then they will.