Customers

[A1cbr]

Ok I have a question pertaining to customers.
Last year I did a job for a lady and well she was happy with everything that was done. Well 13 months later I received a phone call about a GFI was not working. I went out there and the replaced the GFI and checked another circuit that they said was not working. Well there was nothing wrong with the other cirecuit just needed to GFI to be reset.
I send her a bill for only $55 over month ago. I called a couple of times and left messages with her to find out what was going on.
Well today I received a letter saying that I was way off for charging and that I have alot to learn. She sayed that spoke with other proffessionals in the same trade and none of them would have charged her.
So I thought I would ask you all what you think.
Thanks.

[K8MHZ]

Ok I have a question pertaining to customers.
Last year I did a job for a lady and well she was happy with everything that was done. Well 13 months later I received a phone call about a GFI was not working. I went out there and the replaced the GFI and checked another circuit that they said was not working. Well there was nothing wrong with the other cirecuit just needed to GFI to be reset.
I send her a bill for only $55 over month ago. I called a couple of times and left messages with her to find out what was going on.
Well today I received a letter saying that I was way off for charging and that I have alot to learn. She sayed that spoke with other proffessionals in the same trade and none of them would have charged her.
So I thought I would ask you all what you think.
Thanks.

Was the GFCI that failed one you installed?

That makes a pretty big difference.

[ultramegabob]

the only thing you need to learn is to collect the bill at the end of residential service calls, once the work is done and you are gone, they have all the time in the world to convince themselves your a crook for charging them money to come to thier house, supply materials, labor, and knowledge to fix their problem. Im sure whoever she talked to (if thats true) would have happily came over and done it for free.....

[ultramegabob]

Was the GFCI that failed one you installed?

That makes a pretty big difference.

13 months is out of warrenty for most companys, It may have gone bad because they had a fault condition and the device was doing its job.

[A1cbr]

Well she works at one of the HD and I am sure those are the professional she spoke to. Yes it was an GFCI that I installed, but it had been over a year later and most if not all warranties expire within a year.

[A1cbr]

She is the first customer in my 2.5 years of working on my own to give me problems. I try really hard to make sure that they are completely satisfied.
I thought since it had been over a year since I had done the work that it was fair.

[ultramegabob]

did you buy the GFCI at the HD where she works? will they give you a replacement after its been used for 13 months?

[satcom]

Devices like GFCI's have electronic components and can fail any time, no free replacement on these devices.

"She sayed that spoke with other proffessionals"

Yes, professional hacks or, some side job low ballers, any of the professional EC's in the business have to charge to stay in business.

We have them put the $149 service call on the credit card before we respond, to avoid the jokers, that play the i don't want to pay game. then we add the marked up cost of the replacement GFCI or nay other material used, to that amount.

We might wave the GFCI cost but we want our service fee.

Everytime there is a storm, or power dip that takes out a GFCI are you going to replace them no charge, good luck.

[tyha]

like anyone who she is helping at HD or wherever she works would really say " yeah lady I would charge you". They were just being the good guy hoping to get the next call she may have. I mean come on.

[growler]

Well she works at one of the HD and I am sure those are the professional she spoke to. Yes it was an GFCI that I installed, but it had been over a year later and most if not all warranties expire within a year.

Is a copy of the warranty included with the original invoice stating clearly that the warranty is for 1 year from date of completion.

When does you warranty expire? You need to state that clearly.

You really should let the homeowner know when they call that the warranty has expired and not just send a bill later. The problem is not that you charged them it's the fact that they received a bill they were not expecting.

I would have charged full price for the service call if they had requested one after knowing the warranty had expired. Not only that but I would have blamed it on those cheap parts from HD ( salt in the wound).:D

[cadpoint]

My question is what did you say to the customer at the first phone call ?

Did she ask your rate? Did you state your rate?

Did she realize that her stuff was out of warrenty?

How many people does she have drop by and check her stuff, and then cross check with-others?
If she's so orange, why didn't she go to the free shows...

Will this change how you might answer yet another phone call - new, old or future customer ?

I applaud you on your totally satified customer idea, its just that they might not have that total response for you.

[ultramegabob]

I applaud you on your totally satified customer idea, its just that they might not have that total response for you.

when you are dealing with the public, you will find people that you cannot satisfy no matter how hard you try, some will even talk bad about you when you go the extra mile and jump through hoops for them.

[Mule]

Sometimes you just can't make folks happy....

Some folks are just selfish IMO...I had a call the other day, customer said they had a pole light in their back yard and the wires were hanging out. Then she said that their son said that he got shocked on it.

So she asked how much to come and check it out...I told her $65....So hesitated a moment, then she asked if I gave free estimates....I said yes....So then she wanted a estimate of extending the wiring from the pole light to their new above ground pool. So I said sure, THEN she said then you can check the wires while your here? So now Im getting a little frustrated, so I said Mam, if it turns into a service call its $65. So she said well I'd better talk to my husband first and they never called back.

Some folks are just looking for a "free ride" or its like they are dealing for car at a dealership....

[SEO]

I had a call one time after a storm form a lady saying that she didn't have any power. I told her that it was probably the power companys problem. She asked if I would come and check it anyway. I told her that there would be a service call charge. She asked if it was a utility problem would she have to pay my service call. I said yes and she declined to have me come.

[ItsHot]

"Lady I just install them"! " I don't manufacture them"!!:D $55 seems fair to me. Especially when a gfci runs about $12!!

[A1cbr]

Well I guess I need to show on all bills the warranty.

[frizbeedog]

If it wasn't for customers this would be a great business. :roll:


Collect before you leave. :)

[iaov]

If this was a repeat customer who had spent thousands of dollars with me I'ld probably let it slide. If not, like others have said,collect before you leave.

[Mule]

In Contrast, I read a article a while back in reguard to customer satisfaction in contractors. In the article it stated that customers want the contractor to share in the risk, meaning that what ever risk that is present by them hiring a contractor they want you to share in that risk, then price, being timely, trust, and they also want a warranty. So we all know this raises the price of the service.

We all want to make a purchase and for it to last. So in this ladies mind she paid for that GFI and now a year later it doesnt work. Her cash outlay was for something that now doesnt work. It doesnt matter to her that only a small portion was for the GFI that was purchased at Lowes or wherever. She doenst understand that the reliability of the GFI is out of your control.

So in our efforts to please our customers we should consider warranties, and communicate clear and concise information about what's covered and what's not. I've told customers for quite some time that we do not supply ceiling fans, or motion lights just for this very reason.....and I always tell customers up front that GFI's are mass produced protection devices and are notorious for failure and nuisance tripping, but they are required by code and they do save lives. By this I've pre-warned them that at some time this GFI will fail.

I believe that good communication about a products vulnerability of failuret is really a cheapier alternative to a written warranty....but that's me.

[R Bob]

the only thing you need to learn is to collect the bill at the end of residential service calls, once the work is done and you are gone, they have all the time in the world to convince themselves your a crook for charging them money to come to thier house, supply materials, labor, and knowledge to fix their problem. Im sure whoever she talked to (if thats true) would have happily came over and done it for free.....

Always COD if the customer is one of the "4Rs":
-Residential
-Restaurant
-Real estate
-Rug people

[brian john]

Regular customer?
Does she know regular customers of yours?

Either way I would have fixed if NO CHARGE.

[satcom]

Well I guess I need to show on all bills the warranty.


Yes indeed communicate will all your customers, the electrical work is the easy part of the business, customer commmunicatiom is the hard part.

[IrishRugger]

Always COD if the customer is one of the "4Rs":
-Residential
-Restaurant
-Real estate
-Rug people


What are Rug People?

[ultramegabob]

Always COD if the customer is one of the "4Rs":
-Residential
-Restaurant
-Real estate
-Rug people


Alot of my work is resturaunts, I always bill them and have no problems. what are Rug people?

[A1cbr]

No she not a regular customer.
What is Rug people?

[TwinCitySparky]

Drunks?

:confused:

[petersonra]

the only thing you need to learn is to collect the bill at the end of residential service calls, once the work is done and you are gone, they have all the time in the world to convince themselves your a crook for charging them money to come to thier house, supply materials, labor, and knowledge to fix their problem. Im sure whoever she talked to (if thats true) would have happily came over and done it for free.....
I agree. COD for this kind of work.

Although, I have had service guys out to the house several times recently, and every time they billed me instead of asking for payment. maybe that is some kind of trend.

[satcom]

I agree. COD for this kind of work.

Although, I have had service guys out to the house several times recently, and every time they billed me instead of asking for payment. maybe that is some kind of trend.

In our area of the northeast, it would be rare to find anyone billing a customer, they usually want the payment on a credit card before they even come to the call, no valid credit card no service.

[R Bob]

What are Rug People?

I'm referring to "fly by night" carpet and rug shops.
Sam's Carpet Warehouse, Bill's Carpet Warehouse, King of Carpet, etc.
Not a Sam or a Bill in sight!
They are all over the Wash., D.C. area.
By the time the invoice arives in the mail, they have switched hands.
Sam and Bill probably switch with each other.

I got the 4Rs from a HVACR company I used to do work for many years ago. It was an actual company policy.

[Mule]

In our area of the northeast, it would be rare to find anyone billing a customer, they usually want the payment on a credit card before they even come to the call, no valid credit card no service.

WOW! How times change....

[ultramegabob]

I'm referring to "fly by night" carpet and rug shops.
Sam's Carpet Warehouse, Bill's Carpet Warehouse, King of Carpet, etc.
Not a Sam or a Bill in sight!
They are all over the Wash., D.C. area.
By the time the invoice arives in the mail, they have switched hands.
Sam and Bill probably switch with each other.

I got the 4Rs from a HVACR company I used to do work for many years ago. It was an actual company policy.

we have furniture stores like that in my area, several store locations that are always having grand openings and then a few weeks later its a final closeout everything must go, store signs are always just banners, never make it to a permanent signage. I think its probably a family that is abusing some kind of bankruptcy laws....

[Rewire]

we have a one year warranty from date of invoice after that its cash

[LarryFine]

I had a call one time after a storm form a lady saying that she didn't have any power. I told her that it was probably the power companys problem. She asked if I would come and check it anyway. I told her that there would be a service call charge. She asked if it was a utility problem would she have to pay my service call. I said yes and she declined to have me come.
Under similar circumstances, I explain I would have to charge a service fee, and recommend they call the POCO first, and that they would not charge if the caller is told to call one of us.

I do, of course, also explain that, if there's been a storm or other wide-area problem, that they likely won't get rapid response. They must decide whether they want now or free.

They're usually so grateful for the free advice about the free POCO service (and the honesty and integrity it shows, I've been told), that they do call me back if they need me instead.

[George Stolz]

Anybody had an excessively hard time getting money out of a VFW or an American Legion?

I kicked some work over to my buddy awhile back that was offered to me, and he's had a heck of a time getting paid for the work. I was wondering if it was just VFWs in general, or if it was a personal thing against me they were taking out on him. The commander would have his reasons.

[220/221]

I thought I would ask you all what you think.


I think you should have collected it while you were there....unless it was waranteed. Here it's 2 years.

[ceb58]

Ok I have a question pertaining to customers.
Last year I did a job for a lady and well she was happy with everything that was done. Well 13 months later I received a phone call about a GFI was not working. I went out there and the replaced the GFI and checked another circuit that they said was not working. Well there was nothing wrong with the other cirecuit just needed to GFI to be reset.
I send her a bill for only $55 over month ago. I called a couple of times and left messages with her to find out what was going on.
Well today I received a letter saying that I was way off for charging and that I have alot to learn. She sayed that spoke with other proffessionals in the same trade and none of them would have charged her.
So I thought I would ask you all what you think.
Thanks.

Take the high road. I would reply in writing that even though the repair in question was to an item built with internal electronics, that you have no control over their reliability or manufacturing that this device was not covered by your one year warranty of work done. Please be advise that the work was done on ??-??-???? to your property and any warranty on the work done expired on ??-??-????. However as a gesture of professionalism I have voided the invoice for the service call on this one item. If any other work is needed be advised it will be charged as a standard service call or feel free to use the other professionals your are in contact with.
Eat the service call and block her number or tell her you are to tied up if she calls for more work.
I see you are from Georgia, be a Southern Gentlemen. (That means being able to tell some one to go to hell and make them look forward to the trip)

[Rich R]

I see you are from Georgia, be a Southern Gentlemen. (That means being able to tell some one to go to hell and make them look forward to the trip)


I always thought it meant you wear overalls and like to eat moon pies

[ElectricianJeff]

A good size EC in this area who does a lot of res. service work advertises that his work is warranted for as long a they own the home.

I talked to him about this awhile back and he said it was worth the occassional bath fan or GFI for the additonal buisness he percieved he got because of the guarantee.

[SEO]

Anybody had an excessively hard time getting money out of a VFW or an American Legion?

I kicked some work over to my buddy awhile back that was offered to me, and he's had a heck of a time getting paid for the work. I was wondering if it was just VFWs in general, or if it was a personal thing against me they were taking out on him. The commander would have his reasons.
I had a similar problem about 10 years ago. What I found out was that have several boards that have to approve the funds. Some American Legions have womens auxilliarys and they are involved in dispersing the funds as well. This summer we did the electrical work for an extensive remodle and the check was approved and signed upon completion. Make sure that the work you do is approved by all the boards prior to job and the funding is available. Did your buddy have a contract or P.O?

[DanZ]

I always thought it meant you wear overalls and like to eat moon pies
Suspenders and a string tie! :grin:

Always make sure your customers know how long their warranty is for, and what, if anything is not covered.

I'm guessing she told the "pros" she talked to something along the lines of "I had an EC install a GFCI, and it went bad, and he charged me to replace it! Would you charge?"

[macmikeman]

Lets see, you bought a gfi at Home Depot, it goes bad at 14 months, you replace it and the customer who works there at tht H.D. doesn't think you should be charging her for coming out to replace the device. I would tell her to pay her bill she owes you, and if she likes she gets your permission to afterwards pass your invoice on to her employers for refund. Last time I checked, Home Depot does not send out technicians to replace electrical devices that have a failure within the one year manufacturer's warrenty period, let alone two months afterwards. How can she expect you to do it then?

[LarryFine]

How can she expect you to do it then?Unfortunately, there are no rules when it comes to expectations. That's why we have courts.

"You know what we call people who don't have written contracts? We call them "litigants." ~ Judge Marylin Milian

[MJW]

Some people you just can't please is no lie. I had a lady call 2 years after the work was finished. She said her drop to the garage fell down and it was my responsibility because she had a "professional" tell her it was not originally wired properly. She didn't even bother to move the tree branch that fell on the drop before I showed up. She was not happy about my bill. I should have charged her double.

[wawireguy]

$55 is a bargain to have a electrician show up and flip a light switch let alone replace a GFI and troubleshoot a circuit. She should be happy! I'd just bill her and not worry bout it.