Best & Worst Customers Today

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jmellc

Senior Member
Location
Durham, NC
Occupation
Facility Maintenance Tech. Licensed Electrician
I just had a gem of a customer today. They bought 2 new light fixtures to replace out by the front door and i told them $50 each because they looked easy and quick to swap and they hired me for other work. I get there today and they said oh we decided we aren't going to do the lights but they bought them and were sitting next to where i was working.

I look out in the living room and they bought a 65" LED flat screen, currently having tile done all over, just had brand new hardwood floors put in, replaced all the stucco on the front of the house and can drop $100 for me to install the lights?:lol:

People don't want to pay for electric work because it's mostly hidden and nobody thinks about it. People will fork over the bucks for luxuries without question.

Oh the whole time I'm working they are in and out Black Friday shopping.

I have seen many similar situations. The guy with horses, yard vehicles & late model luxury cars telling me to price up jobs separately in case he couldn't afford them all. All relatively small projects too, about $1,200 if done all together, $200 to $600 separately.

I had not thought of the angle of the wiring being unseen. You may have a point. I think a lot is that they can get a jackleg so much cheaper & as long as the light comes on, they are happy. They do not understand the time bombs some jacklegs leave in the walls & crawl spaces. My other thought is that they value work far less than "things". Good work is good but does not give them anything to show off like new things, bigger things, better things. They do not get one up on the Jones' and that is what truly matters. Can't let Mr. Jones creep ahead.
 

Hv&Lv

Senior Member
Location
-
Occupation
Engineer/Technician
I have seen many similar situations. The guy with horses, yard vehicles & late model luxury cars telling me to price up jobs separately in case he couldn't afford them all. All relatively small projects too, about $1,200 if done all together, $200 to $600 separately.

I had not thought of the angle of the wiring being unseen. You may have a point. I think a lot is that they can get a jackleg so much cheaper & as long as the light comes on, they are happy. They do not understand the time bombs some jacklegs leave in the walls & crawl spaces. My other thought is that they value work far less than "things". Good work is good but does not give them anything to show off like new things, bigger things, better things. They do not get one up on the Jones' and that is what truly matters. Can't let Mr. Jones creep ahead.

Another thing to take in consideration is all the yard toys and fancy cars are financed. Many are in so deep with financing they have little left to pay extras. I know one couple in my town (within 2 miles neighbor) that wants to beat everyone down on their prices. When they eat out they order for one and ask for an extra plate. Really ticks off the restaurant owners. Little do many realize they live off credit cards. I have done work for them and had to get my payment in barter, rather than cash.
 

KVA

Senior Member
Location
United States
Another thing to take in consideration is all the yard toys and fancy cars are financed. Many are in so deep with financing they have little left to pay extras. I know one couple in my town (within 2 miles neighbor) that wants to beat everyone down on their prices. When they eat out they order for one and ask for an extra plate. Really ticks off the restaurant owners. Little do many realize they live off credit cards. I have done work for them and had to get my payment in barter, rather than cash.

You took payment by barter?:blink: Maybe you can pay your bills with a barter but i can't. My bills don't accept flat screen tv's for payment.
 
Bad customers are a reflection of poor customer service.

Horse mononky. (BTW, what you said is called "blaming the victim".)

There are people that, no matter how nice you are, no matter what you do for them, will pinch a penny 'til it screams. They do not value anything but their own time and stuff. What made those people that way? I don't really care, but I still expect them to honor their word as I honor mine (and to pay the agreed amount on the sighed contract).
 

Gold

Member
Location
US
YMMV. I don't consider myself a victim. IMO each of these circumstances can be prevented by addressing how your servicing the customer.
 

LEO2854

Esteemed Member
Location
Ma
YMMV. I don't consider myself a victim. IMO each of these circumstances can be prevented by addressing how your servicing the customer.

Many people play the game they've learned from others and have made out playing it,and your not always going to be able to pick that up by the time comes to pay the bill.
 

PetrosA

Senior Member
I agree that a lot can be done to improve situations with tough customers by adjusting your customer service techniques, but there are people who are very out of touch with reality or even unstable, and little can be done to improve relations with them. When you come up against someone with real psychological issues, it's often best to just cut ties.

Some fun examples from my own experience as a business owner:

Woman came to my cafe and wanted a frozen coffee. I made it, and she went into hysterics because she wanted her frozen coffee warm. How could I not know this?!? I ended up having to escort her out of my coffee shop. Unsalvageable situation.

Man came in to my coffee shop and wanted to buy orange juice, but had to check each bottle with a crystal pendant. I pulled out 8 or 10 bottles to pacify him and he ultimately found one with the right "vibes" but it was very uncomfortable for the other customers. Salvageable with good customer relations.

Was doing a kitchen for a woman who had a germ phobia. All the workers had to wear TyVek suits to keep our germs out of her house. All vents had been sealed, every door had a plastic membrane, exterior doors and windows were to be kept closed at all times. Needless to say, the air quality in there was horrific from the construction adhesives and off-gassing from the new cabinets. Ultimately I got kicked out for a minor issues, but the situation could have been salvaged if I had been working for a better contractor at the time.

A female customer had a nightmare of a house which had been undergoing remodeling for at least 7 years (unoccupied). A number of electricians had been there over the years, and in the meantime she had started to move her stuff in - and there was a lot of stuff. Most rooms were inaccessible. I had to map out wiring, make changes, etc. because she wanted to move in soon. Spent maybe 4 days there when I found out from another contractor that my rates were too high and she would be looking for a cheaper option for around $40/hour ($25 less than my rates). In the meantime, it appeared that this woman had had relations or proposed relations with a number of the contractors doing her work - possibly in exchange for better pricing. I had noticed her flirting with me to some degree, but assumed it was a friendly thing (stoooopid). That was farther than I was (or am...) willing to go to improve customer relations. Unsalvageable.
 

Hv&Lv

Senior Member
Location
-
Occupation
Engineer/Technician
You took payment by barter?:blink: Maybe you can pay your bills with a barter but i can't. My bills don't accept flat screen tv's for payment.

Sure, you never did that? Not even once?

I never said it was a constant thing...

Also, this isn't full time for me..
 

Gold

Member
Location
US
Many people play the game they've learned from others and have made out playing it,and your not always going to be able to pick that up by the time comes to pay the bill.

Its about having and continually refining a structure Harry, you may not catch them all at first but after time you can prevent most of them by developing ways to deal with it, then those problematic customers become referring happy paying customers. Take the middle eastern Indians for example, how many people avoid them as customers?(rhetorical) Most of them here are wealthy doctors and engineers that refer heavily within there community, I've found that detailed description in the beginning and showing them that community envy value (they want what others don't have) they pay very well and always as agreed. Just one example of course most final payment adversity is overcome with a good flat rate structure and immeadiate deposit and payment.
 

Gold

Member
Location
US
I agree that a lot can be done to improve situations with tough customers by adjusting your customer service techniques, but there are people who are very out of touch with reality or even unstable, and little can be done to improve relations with them. When you come up against someone with real psychological issues, it's often best to just cut ties.

Some fun examples from my own experience as a business owner:

Woman came to my cafe and wanted a frozen coffee. I made it, and she went into hysterics because she wanted her frozen coffee warm. How could I not know this?!? I ended up having to escort her out of my coffee shop. Unsalvageable situation.

Man came in to my coffee shop and wanted to buy orange juice, but had to check each bottle with a crystal pendant. I pulled out 8 or 10 bottles to pacify him and he ultimately found one with the right "vibes" but it was very uncomfortable for the other customers. Salvageable with good customer relations.

Was doing a kitchen for a woman who had a germ phobia. All the workers had to wear TyVek suits to keep our germs out of her house. All vents had been sealed, every door had a plastic membrane, exterior doors and windows were to be kept closed at all times. Needless to say, the air quality in there was horrific from the construction adhesives and off-gassing from the new cabinets. Ultimately I got kicked out for a minor issues, but the situation could have been salvaged if I had been working for a better contractor at the time.

A female customer had a nightmare of a house which had been undergoing remodeling for at least 7 years (unoccupied). A number of electricians had been there over the years, and in the meantime she had started to move her stuff in - and there was a lot of stuff. Most rooms were inaccessible. I had to map out wiring, make changes, etc. because she wanted to move in soon. Spent maybe 4 days there when I found out from another contractor that my rates were too high and she would be looking for a cheaper option for around $40/hour ($25 less than my rates). In the meantime, it appeared that this woman had had relations or proposed relations with a number of the contractors doing her work - possibly in exchange for better pricing. I had noticed her flirting with me to some degree, but assumed it was a friendly thing (stoooopid). That was farther than I was (or am...) willing to go to improve customer relations. Unsalvageable.
No not all but IMO most can.

Reminds me of a service call I had once for a lady who could here the electric coming out of her outlets.


Sure, you never did that? Not even once?

I never said it was a constant thing...

Also, this isn't full time for me..

I'll barter once in a while I got an 88 Virago 1100 in mint condition from a guy rebuilding his house after a fire, he didn't have the money for the extras he wanted, we got to talking about bikes ... showed me his collection ... he made an offer and it was reasonable so I got a bike.

I've also had a handfull of customers that just couldn't pay, I had one young lady that offered to do "anything" to get her dryer working. So I let her rake my yard. I don't think its what she had in mind but ... Then there was a WW2 vet that needed his service reattached to his house after a storm, the guy was living on like 1000 a month so I took my son over (he's 10 and loves history) to help me change the service, the guy sat there telling my son war stories for half a day. I told him I would mail him an invoice instead my son sent him a card thanking him for his service and waiving our fees. The best tho was a lady that wanted to trade tools for a cable jack, ended up cleaning gutters replacing a window and installing a sump pump, I got a truckload of tools but man was her ex-husband pissed.
 

Hv&Lv

Senior Member
Location
-
Occupation
Engineer/Technician
The best tho was a lady that wanted to trade tools for a cable jack, ended up cleaning gutters replacing a window and installing a sump pump, I got a truckload of tools but man was her ex-husband pissed.
 

jmellc

Senior Member
Location
Durham, NC
Occupation
Facility Maintenance Tech. Licensed Electrician
Bad customers are a reflection of poor customer service.

OK, I am all ears. Explain how any of this was poor customer service. I did a quality job, was polite & friendly to customer and her young daughter, cleaned up the site, showed her the new breaker & how to reset it if it tripped.

Plumber, who called me into the job, asked me for a ball park figure. I told him approximately $250, then charged $225, some less than estimate. He told her that & she was OK with it. Then she started the gaming when I gave her the bill. I told her I had no idea who gave her a $200 quote, that it was no one connected with me or the plumber. I asked who she talked to & she kept saying "some lady we talked to on the phone". I verified with plumber as he was leaving, that he had only given her the $250 number. I told her I could not come down, that I needed payment & would be checking over the garage for any more cleanup I might have overlooked. She was out a few seconds later with her husband on the phone. I spoke with him & he started the same game but could not tell me a co. name or name of woman on the phone. Do you know why? Because there was no such person. They made her up as part of their hustling.

Now tell me how you would have handled it so smoothly.
 

jmellc

Senior Member
Location
Durham, NC
Occupation
Facility Maintenance Tech. Licensed Electrician
I agree that a lot can be done to improve situations with tough customers by adjusting your customer service techniques, but there are people who are very out of touch with reality or even unstable, and little can be done to improve relations with them. When you come up against someone with real psychological issues, it's often best to just cut ties.

Some fun examples from my own experience as a business owner:

Woman came to my cafe and wanted a frozen coffee. I made it, and she went into hysterics because she wanted her frozen coffee warm. How could I not know this?!? I ended up having to escort her out of my coffee shop. Unsalvageable situation.

Man came in to my coffee shop and wanted to buy orange juice, but had to check each bottle with a crystal pendant. I pulled out 8 or 10 bottles to pacify him and he ultimately found one with the right "vibes" but it was very uncomfortable for the other customers. Salvageable with good customer relations.

Was doing a kitchen for a woman who had a germ phobia. All the workers had to wear TyVek suits to keep our germs out of her house. All vents had been sealed, every door had a plastic membrane, exterior doors and windows were to be kept closed at all times. Needless to say, the air quality in there was horrific from the construction adhesives and off-gassing from the new cabinets. Ultimately I got kicked out for a minor issues, but the situation could have been salvaged if I had been working for a better contractor at the time.

A female customer had a nightmare of a house which had been undergoing remodeling for at least 7 years (unoccupied). A number of electricians had been there over the years, and in the meantime she had started to move her stuff in - and there was a lot of stuff. Most rooms were inaccessible. I had to map out wiring, make changes, etc. because she wanted to move in soon. Spent maybe 4 days there when I found out from another contractor that my rates were too high and she would be looking for a cheaper option for around $40/hour ($25 less than my rates). In the meantime, it appeared that this woman had had relations or proposed relations with a number of the contractors doing her work - possibly in exchange for better pricing. I had noticed her flirting with me to some degree, but assumed it was a friendly thing (stoooopid). That was farther than I was (or am...) willing to go to improve customer relations. Unsalvageable.

Sounds familiar. I worked a restaurant for a while & dealt with some real fruit loops. The good ones who were weird but entertaining and the wackos who went hysterical over the room being too warm or cold, too much or too little food in a serving, etc. Business offices can be the same way. I worked in an office where a new person came in. Many of us asked her to lunch or breaks, stopped by to speak, offer any help, etc. She left after 2 weeks, telling supervisor we didn't have a "warm & friendly environment". Supervisor started scolding us & I stopped her in her tracks, telling her the efforts we made. Others also spoke up in agreement.

Most people have good & bad days, moods, stress, etc. But some people are just weird, for whatever reason and no one can deal with them.
 

jmellc

Senior Member
Location
Durham, NC
Occupation
Facility Maintenance Tech. Licensed Electrician
No not all but IMO most can.

Reminds me of a service call I had once for a lady who could here the electric coming out of her outlets.

I thought your excellent customer service prevented such things.
 

Gold

Member
Location
US
OK, I am all ears. Explain how any of this was poor customer service. I did a quality job, was polite & friendly to customer and her young daughter, cleaned up the site, showed her the new breaker & how to reset it if it tripped.

Plumber, who called me into the job, asked me for a ball park figure. I told him approximately $250, then charged $225, some less than estimate. He told her that & she was OK with it. Then she started the gaming when I gave her the bill. I told her I had no idea who gave her a $200 quote, that it was no one connected with me or the plumber. I asked who she talked to & she kept saying "some lady we talked to on the phone". I verified with plumber as he was leaving, that he had only given her the $250 number. I told her I could not come down, that I needed payment & would be checking over the garage for any more cleanup I might have overlooked. She was out a few seconds later with her husband on the phone. I spoke with him & he started the same game but could not tell me a co. name or name of woman on the phone. Do you know why? Because there was no such person. They made her up as part of their hustling.

Now tell me how you would have handled it so smoothly.

By quoting the job in the beginning, getting a signature on a contract that describes the work to the customer as well as describing when how and how much the future payments would be then sticking to the agreements made. Sometimes friendly isn't enough.

No not all but IMO most can.

Reminds me of a service call I had once for a lady who could here the electric coming out of her outlets.

I thought your excellent customer service prevented such things.

I know your being snide but I'll answer anyway. I can't prevent people from being crazy, I can prevent it from costing me money and often I can understand it and still serve those customers.

Are you suggesting that this customer is hopeless and the only thing you could have done different would be to have not served them?
 

kwired

Electron manager
Location
NE Nebraska
If you use a disconnect with a pull-out mechanism as a local disconnect you can easily take the pull-out with you. When they call to tell you it doesn't work you can demand your remaining payment you asked for or there is no warranty. When they pay you all you need to do is install the pull out and you are done.

If they call someone else to fix it, you are still out of your money, but they likely spent more than if they just paid you what you asked for, and you are likely not willing to work for them in the future ever again anyway.
 

Gold

Member
Location
US
You could break there legs too, or abduct there first born.

Maybe pin the wife to the floor and straddle her demanding some sort of payment.

Or consider a career change.
 
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