Know-it-all Customers

[busman]

All,

How do you deal with know-it-all customers. I have had a rash, lately, of service calls from customers who did their own electrical work and thought they did a great job, but of course something was wrong that they could not fix. These people follow you around and tell you what needs to be done. I feel like yelling - "If you know what needs to be done, why did you call me?"

Just venting, but seriously. In most cases I refuse these jobs entirely due to the liability of mixing my work with theirs. The most recent was this week when I was called to install GFCI's in a kitchen for a home sale. When I get there, the owner says he wired the kitchen himself 3 years ago on a complete remodel, but did not know he need GFCI's. I politely refused and left, but this has got to affect your reputation after a while. This same guy had run a 25' extension cord from a non-GFCI outlet under the stone patio to a Bell Box receptacle for a fish pond pump.

Anyway, just wondering if you have any great ideas for getting out of these without offending the HO.

Thanks,

Mark

[ November 07, 2005, 08:42 AM: Message edited by: busman ]

 

[al hildenbrand]

Re: Know-it-all Customers

Speaking for myself, I find that this know-it-all homeowner who is telling me about his work, is generally trying to engage me as an instructor.

I have found that offering the facts of the Code, in nonjudgemental, factual statements, has been what the HO is looking for. I'm only talking about what the HO got wrong, as I find it. The HO will want to know what it will take to correct the mistake, but that is only natural. I then answer, based on what I see right at this moment, it will be $XXX. When I find more of the HO's mistakes, I give the Code, and reassess the $XXX.

The worst that can happen is that the HO will take the information I give him, tell me that's enough and pay me for my time to that point, and then attempt the fix him/herself.

Most of the time, the HO pays me for the additional time added by my slowing down a little to describe the Code errors, the HO becomes a little better DIYer and the wiring gets repaired to my satisfaction.

 

[petersonra]

Re: Know-it-all Customers

people self medicate and doctors don't get bent out of shape about it.

the plumber probably feels the same way about you when you finally call him in.

get on with your life and don't worry about this kind of thing.

<added>
on top of that a lot of people feel like if they act like they know a lot about what you are doing you are less likely to cheat them. you are in their home - they don't know you, and you are doing stuff they don't understand. you can probably forestall a lot of this by being upfront about what you plan to do, and at least to some extent why. people don't like surprises and a non-communicative tradesman is scary.

[ November 07, 2005, 09:57 AM: Message edited by: petersonra ]

 

[flick]

Re: Know-it-all Customers

I recently finished a job similar to this. The home buyer's son was a know it all and followed me around at first asking why I was doing this or that because "I didn't do it that way in my house and it works fine."
I explained each time what the code specified and that since I pulled the permit, I was the one that had to answer to the inspector. He finally got the point, and quit bothering me.

With other customers, I've done estimates and walk throughs pointing out what needed to be fixed or changed to make things right as far as the code was concerned. Most of these "educational sessions" have resulted in me getting some work from them. I usually point out that the code requires this or that method for safety reasons. I don't try to scare the hell out of them, but I make sure they understand that code rules are for safety and protection.


As to refusing to mix your work with theirs, I make sure the permit is pulled and the proposal is signed specifying exactly what I am going to do. If I find they did something wrong, I explain that I have to fix it and it may be extra. Usually, it's something simple and doesn't take me much time at all to make it right. One inspector I deal with basically said it all. "Your responsibilty is for the work you pulled the permit for. Wiring problems that you are not hired to fix and don't fall under the permit you pulled are your customer's responsibility. If you see something dangerous and the customer doesn't want you to fix it, call me."


Isn't residential work fun?!?!

John

[ November 07, 2005, 10:24 PM: Message edited by: flick ]

 

[peter d]

Re: Know-it-all Customers

It's simple. Walk away. There are far too many good jobs out there than to put up with that kind of crap.

If anything, you'll get a reputation for turning down crappy jobs, Nothing wrong with that.

Bottom line, it's time this trade started getting the same respect and pay as other professional occupations. There is no reason to pander to the DIY market and let them control what you charge and what kind of work you do.

 

[jimwalker]

Re: Know-it-all Customers

I would rather leave knowing it's fixed right than to leave empty handed and give the diy another chance at it.If needed ask them nicely to please get the h out of my way so i can work.

 

[boboelectric]

Re: Know-it-all Customers

Reminds me of a call this year.Home owner changed all switches, said every worked last week.Next week some switches blew breaker.Seller used single pole switches,even for 3 ways,traveler on 3'd terminal,ground screw terminal.BLOOIE!THEY'lle lie to you.

 

[jimwalker]

Re: Know-it-all Customers

Nice thing about the home owner diy is at the point he calls you in he knows he gotta pay what ever you want cause he can't fix it.