Service calls

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ceb58

ceb58

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Location
Raeford, NC
I got a call the other day from a regular commercial customer. There bridge crane had stopped working and wanted me to look at it. After going from the disconnect to the buss bars to the control cabinet I found that the 480/120 transformer for the control voltage had gone out. I gave the owner the info off of the transformer to let him do the leg work for finding a new one. He called today said the new transformer did not work. I return this afternoon and he had one of his guys replace the transformer. They get the fork lift and basket and up I go, open the door and the first thing I look at is the new transformer. This company makes signs and the guys are not completely dumb on electrical. However, when the guy replaced the transformer he forgot or did not know about putting that little jumper bar on 2&3 on the primary side. Installed the jumper, that by the way was laying in the bottom of the cabinet. Through disconnect on and its back in service.
My question is I spent two hours there troubleshooting which I will charge $70.00 for the first hour and $50.00 per hour after. Would you charge another service call or just add the extra time for the second trip?
He's a good customer and if I would have had to order the transformer I would have made the second trip any way. But I did not order the transformer so I get no mark up to cover the extra trip expense.
 
You still need to get paid for knowing where to draw the X, so to speak. No reason to give them any breaks beyond what you've already given them. Bill for all your time and all your trips.
 
ceb58 said:
I got a call the other day....
Click to expand...
Where does the service stop or start ?

You started corrective measures, your application went in, Bill accordingly.
 
If you knew he was going to install it, then I would charge another serv. call. Come to think of it, I would charge another serv. call either way, if you let this slide, he will remember for sure and may ask you to waive it again.
 
So you get paid to complete what his guys could not. Your knowlege, time and expertise is worth something. The crane is back in service.

Job well done. But you gotta get paid.

Most customers are happy to pay for your knowlege. With a gratefull, "Wow, thanks!"

They are probably a good customer because you can get things done.

I know that I'm all too happy to pay for services where they get me and my productivity back on track. You did that and they should pay gratefully. Most do. Those that don't.....
 
Yea, I answered my on question just by reading what I wrote. I still feel sorry this guy he will spend $5.00 to save $0.50 every time:confused:
 
Charge for your time and material it's not your fault if a customer forgets something. If you go to the store and forget something and go back who pays for that you the customer.
 
No Freebies! We expose ourselves to death on a constant basis...our family's future depends on our income. A stock broker takes his cut coming and going..(because he has a skill that we need/use) if you call him back and change your mind...there is still a charge. IMHO.
 
Am I the only one that would have done this differently?

Service Charge, Troubleshoot Charge, find and install the transformer myself with Repair Charge. The basic problem with troubleshooting by the hour is as your skills improve, you're paid less. By having someone else do the legwork on the transformer, you cut yourself out of material markup and the repair charge.
 
Yes 555, It could well be that way, as the OP stated this is a good customer relationship, and the OP wasn't even worried about your line of thought, This is not the case as I read the thread, your thread verse the OP's... JMO.

I've read enough threads here that as always as service call go, expect the unexpected. It is anything but usual, or standard, or even typical. I believe this is what is so (pseudo) out of whack here.

That in most cases the client might or might not agree to the extent of corrective measures, pre-described fixes, and one might not get to work on obtainable code compliant applicable fixes.

Well, it seems the client listened to the professional, frankly I can really see all the peril of their thoughts here...
JMO :grin:
 
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good customer= someone that is willing to accept my professional advise to do a proper installation and is willing to pay for a professional installation without questioning the bill.
 
return trip

return trip

Yes you should charge him for the 2nd trip out, and also to complete repair. He should have had you come back and complete.
On another note, we would have done homework, and obtained new part and completed job. If you give your customer all info he most certainly look to get work done for less. Customers have no loyalty. Most of them will drop you faster than you can return their call.:-?
 
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