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Just had a cdsl customer, allow us to drive up to the house and then tell us he’s fixed it himself. It was an lg call.
So we sent him an invoice for £47.00 through the post for our call. However 45 minutes after this, cdsl phoned saying we visited this customer and the appliance still did not work. We of course educated the cdsl operater.
I have to say cdsl fully understood, why, we had sent an invoice and then told the customer we would not call unless the invoice was paid. About 5 mins later the customer phoned saying he would pay the fee and when could we call. We have called, the customer did pay £47.00 in cash for the aborted attempt, it’s a result.
Kevin
Re: not in, won’t let you in
We leave an invoice in the door an ALL abort calls, unless a chargeable customer in the 1st place, then with a bit of luck they will come back. The office will not re-book without a credit card.
Called at one address lunch time in the middle of nowhere, customer told engineer to came back in an hour. So engineer told her time was money, and he would sit outside at however much it was per hour, and the guarantee did not cover this. She soon let him in.
On abortive, £24 + vat in all cases, unless If a Brandt then £32 + vat. They can bloody afford it!! We have had all the excuses, the favourite being “I had to rush my kid to hospital” I’ve had them crying, I’ve had threats, we are going to the papers, we will rubbish your company. I’ve had Trading standards tell me that we should make plain in our terms & conditions regards this, and I remind them that a contract was made, and was broken by the customer.
We tell CDSL what we have done & why I will not climb down under any circumstances. They have even paid the odd one.
If you miss a dentist appointment, you get charged and the dentist never even got out of his chair. Another one I tell them, book a hotel room, and fail to show, they will charge your card as the room was not used, and someone else could have had the facility. Same goes with us, and we sent a qualified technician to attend.
Alex
Another solution we now operate is that we now take payment over the phone at the point of booking the call. Whilst it doesn’t stop warranty customers going out it nigh on eliminates it on chargeable work and on the occassions if they do go out the customer has already paid.
It also reduces your unpaid accounts.We have tried invoicing customers who are out but receive that much grief is it worth it. The customer should pay but whats the exact solution ?
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