When a customer knows more then you do.

[djcrzysounds@yahoo.com]

I've been working at a commercial business for the past 13 months doing various jobs. Most of them are installing branch circuits for Motors as well as motor control equipment such as starters and Momentary buttons and such.

There are two employees of the business that somehow managed to get my cell phone number, and they call me whenever they feel "I screwed up".

In the past month I've been told that #8s were too big of a wire. Two pumps were not wired for the correct rotation. That a 3/3R Disconnect was not sealed for outside use(only going for protection from rain). And that I installed a Push/Pull button incorrectly and it was the wrong one.

The last one is the latest one. I got a call at 9am when I was an hour away from their business and I knew there was no problem. I arrived there shortly after the two know it alls had left and found almost everything to be in working order. The push/pull button located by the pump was hit by something and they said that the button (Square D KR8 which is a type 6/13).

I'm just shy of 24 I know I'm young and I know I have a lot to learn in dealing with customers but can someone give me some advice on how to handle the owner and/or the two 'know it all' employees?

 

[ivsenroute]

Talk to your employer about the situation and get guidance from him/her.

Is any of this stuff getting inspected?

 

[bradleyelectric]

In the past month I've been told that #8s were too big of a wire. Two pumps were not wired for the correct rotation. That a 3/3R Disconnect was not sealed for outside use(only going for protection from rain). And that I installed a Push/Pull button incorrectly and it was the wrong one.

The last one is the latest one. I got a call at 9am when I was an hour away from their business and I knew there was no problem. I arrived there shortly after the two know it alls had left and found almost everything to be in working order. The push/pull button located by the pump was hit by something and they said that the button (Square D KR8 which is a type 6/13).

I'm just shy of 24 I know I'm young and I know I have a lot to learn in dealing with customers but can someone give me some advice on how to handle the owner and/or the two 'know it all' employees?

What were the #8's going to and what was the amperage draw?

Always check rotation of 3 phase motors.

3R equipment is rated for outside use.

Was the button the wrong 1 or not?

Might want to do a walk through with a client rep when you complete a project. I'd never leave a facility after completing a project without a walk through with the client. If you didn't complete the project yet check the info in the morning or whenever your scheduled to return.

 

[Buck Parrish]

Might want to do a walk through with a client rep when you complete a project. I'd never leave a facility after completing a project without a walk through with the client.

That's good advice, That's what I ussually do.

 

[peter d]

This is never a problem for me because I know all there is to know about electrical work.

 

[480sparky]

One question: Whose cell phone is it?

 

[celtic]

When the boss:
a) Starts billing the yahoos for the time, the calls will cease
b) When the boss realizes he is not making money during this time, the calls will cease

 

[Pierre C Belarge]

A philosophy I try to adhere to when times of trouble occur.



"If I will not remember the incident in 20 years, it is not important enough to worry about today."

 

[peter d]

A philosophy I try to adhere to when times of trouble occur.

"If I will not remember the incident in 20 years, it is not important enough to worry about today."

Me too, but I would change the time frame to 20 milliseconds.

 

[djcrzysounds@yahoo.com]

What were the #8's going to and what was the amperage draw?

Always check rotation of 3 phase motors.

3R equipment is rated for outside use.

Was the button the wrong 1 or not?

Might want to do a walk through with a client rep when you complete a project. I'd never leave a facility after completing a project without a walk through with the client. If you didn't complete the project yet check the info in the morning or whenever your scheduled to return.

8s were going to Motors. 10HP(@ 208 3 Phase) motors approximately 150-225 feet from the panel.

Always do check rotation.

Button is rated NEMA Type 6 and NEMA Type 13

Have done that after completing each part of the project.




Other then that thanks for the advice... I was honestly thinking about just billing him for every call from here on out mainly cause they are getting excessive. Thanks!

 

[Mr. Bill]

8s were going to Motors. 10HP(@ 208 3 Phase) motors approximately 150-225 feet from the panel.

I would have use #6 AWG for voltage drop. There's no way this should be anything less then #8 AWG.

Billing definately reduces the questions.

Some times the questions will help you learn more. Learning where to look for the information you need and convince yourself that you are right or wrong and move on to the next issue. Just that employers don't like you spending the time checking answers on their dime. Unless you can bill someone for the questions.

 

[Fulthrotl]

I've been working at a commercial business for the past 13 months doing various jobs. Most of them are installing branch circuits for Motors as well as motor control equipment such as starters and Momentary buttons and such.

There are two employees of the business that somehow managed to get my cell phone number, and they call me whenever they feel "I screwed up".

In the past month I've been told that #8s were too big of a wire. Two pumps were not wired for the correct rotation. That a 3/3R Disconnect was not sealed for outside use(only going for protection from rain). And that I installed a Push/Pull button incorrectly and it was the wrong one.

The last one is the latest one. I got a call at 9am when I was an hour away from their business and I knew there was no problem. I arrived there shortly after the two know it alls had left and found almost everything to be in working order. The push/pull button located by the pump was hit by something and they said that the button (Square D KR8 which is a type 6/13).

I'm just shy of 24 I know I'm young and I know I have a lot to learn in dealing with customers but can someone give me some advice on how to handle the owner and/or the two 'know it all' employees?

do the people calling you represent the company? or just work there?

if they do represent the company, and the calls represent a warranty
situation, then you'll have to respond to them.

however, it sounds like the problem isn't your work, it's something else.
you'll have to find out what that is... there are a number of things that
come to mind:

they want someone other than you doing the work, for any number
of reasons that may or may not have anything to do with you.

they want to curry favor with the boss for looking out for his interests.

they are bored, and you are entertainment.

they are friends, and one of them has a disagreement with you... this
may not have anything to do with any interaction with you.

aren't "political" situations wonderful?


randy

 

[cadpoint]

So lets continue the "billing" thought here!

Should he ask for a PO as the phone call comes in, from your new friends ?
Assuming that it was walked and signed off, as mentioned!

What is/are your working policy's of how you stand behind your work?
Stated or unstated to you client, is there a contract, implied, written or otherwise

Have you considered offering them a service contract or special terms or conditions to be on-call ?

I fully agree with other statements about a sign off and walk through, you have to state to a higher up that you
preformed the correct service in all applications.

You should not become someone's pin cushion or vodo doll, ever, (or however you want to relate to it)

 

[GUNNING]

Green journeyman syndrome - GJS

Green journeyman syndrome - GJS

There is something I like to call the Green Journeyman Syndrome.
It's where a new journeyman KNOWS everything and uses the "it's the law" phrase a lot. Can be very entertaining or very painful depending on how confident or insecure you are on a job. Sounds like there may be a few running around here. I like to give them there own heads and let em run. My rules apply though. In your case that means billing out for unnecessary criticisms. (personal foul so to speak). Be aware, however, sometimes you get a few gems of insight, or even something you might have error-ed on.
#8 wire works, #6 wire works, so what. Ask if they want it upgraded. Give them a price. Switch isn't right or box isn't right, ask if they want it upgraded, and give them a price. Be polite very responsive and bill accordingly. The customer is always right. ALWAYS. Customer implies they pay for the right. If they are calling to have these items upgraded or just getting you on board with there way of doing things that's OK, if they are paying like a good customer. If they aren't paying and expect you to jump that's not in your job definition.
If it bugs ya enough, talk to the boss. That's what he gets paid for. Politics always stop at the accountants desk. If they can put a $ amount to it and you can sell it to them, well, "MISSION ACCOMPLISHED!"

 

[growler]

I'm just shy of 24 I know I'm young and I know I have a lot to learn in dealing with customers but can someone give me some advice on how to handle the owner and/or the two 'know it all' employees?

First, your profile says that you are a wireman/contractor. Are these your customers or are they the customer of your employeer? The way the situation gets handled can be a lot different.

If these are your customers then feel free to bill for all of these calls. I try to get to know the maintenance guys and owners and make friends of them but still let them know that I'm on the clock and nothing is free. Get one contact at the company that can sign work orders and deal only with them.

If you are a journeyman and working for a company then your options may be different. If I were working for a company I would talk to my foreman/supervisor about the problem ( he/she may wish to check the problem out themselves). If you work directly for a business owner then the owner may wish to be involved. If the owner tells a customer to go jump in the lake then he has lost the customer an not you ( it's happened before). When you work for someone you need to cover yourself but if they are your customers you need to do what will benefit you.

 

[brian john]

There are difficult customers out there, in fact they may out weigh the good customers. If you are in service you have to learn to stomach it or try making friends of them sometimes this may lessen the criticisms.

Getting mad or even with them may impact your company's standing with this customer or maybe your job.

What is their position at the firm?
What is their background that allows them to criticize?

If you decide to take action against them you better make sure you pick your fight at the best time and you are 200% in the right.

 

[growler]

There are difficult customers out there, in fact they may out weigh the good customers. If you are in service you have to learn to stomach it or try making friends of them sometimes this may lessen the criticisms.

One of the OPs problems is probably just the fact that he is young. It's easy for a 24 year old to look 20. I once worked for a young engineer that had to grow a beard and when I asked him why he showed me a picture without the whiskers ( it was Opy from Andy, yes, he looked about 16).

A young person really does have to prove themselves more than an older person. Me, I just point to my bald head and gray hair and tell them how long it took to get that way.

No matter how we look at it this is still a confidence game.

 

[Rewire]

At just shy of 24 you probably do not know everything about the electrical trade but don't feel bad at 50 and 30 years in the trade I still am learning.Some people know just enough to be dangerous and they are usually the ones who annoy the most. When I am told I am wrong the first thing I do is make sure I am right,I always carry a tabbed code book, then I will go to the person who told me I was wrong and ask them to show me where I was wrong.Usually they say its in the code book or thats what the other electrician said at this point I will show them the code section that supports my installation. I end the conversation by telling them thjat they were probably referencing an older addition of the code and that changes are common in the code always remember their is a difference between ignorant and stupid.

 

[cowboyjwc]

I've always had a quick tounge.

I was once on a job and had one of the employees questioning everything I did. So at one point I just climbed down the ladder took my tools off and set them on his desk and started to walk away. He hollered "where are you going?" I said "you seem to know what to do, why don't you save the company a few bucks and just finish it up and I'll go and get a cup of coffee." He never spoke to me again.

 

[ohm]

You don't suppose the employees wanted to do the work themselves or have a friend do it? I've heard comments like" they got the job , but we'll be on their back every step of the way".

You can say #8 is only pennies more than #10 and will pay for itself in no time because of voltage drop & burned up motors.

Beware of talking down to them...the lowest job title often has input at the highest level.

Ask them for advice...often critics can only be critical.

Good luck.