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- This topic has 5 replies, 4 voices, and was last updated 16 years, 11 months ago by
LJDomestics.
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April 28, 2009 at 11:27 am #45289
LJDomestics
ParticipantHi all.
Im just wodering how you all feel about helping the general public in obviously the public forums?
I know and have heard recently that the public forums are really designed to help with simple repairs or diagnosis of their beloved machines but im slightly puzzled.
When it comes to giving advice that means the general public delving into their machines to check things and at the end of the advice there is always “MAKE SURE U UNPLUG FIRST” which is obviously great advice and very sensible, but it has been said many times within the trade forums about insulation testing, loop testing etc etc after a repair.. yet advice that means the general public diving inside their machines, how do they actually have the means to do this after a repair or strip down?
Also there is many many people out there who think they can do anything or even some that mite be a little off put by “having a go” yet pop the pub on a sunday and return home full of confidence they can now ” do that repair” only to be so tipsy/or worse that they actually jump in head first and forget to unplug?I know that it is specified on these forums that liability will not be given to any trade member or any public member on advice that causes them a injury.
What i am getting at is, we dont know the capabilities of any of the public and even trade members as we personally dont know each other?Ya see although the public forums are brilliant and will continue to be so.. is it also not costing tradesmen/woman money?
Theres been a few lately mentioning “the phones stopped ringing” and this is also the case for me… credit crunch etc…cheaper appliances on the market… etc etc..I just feel “personally” that giving people advice that entails “delving” inside their machines is although not bad advice… its actually costing us money?
Just my thoughts only!
😕April 28, 2009 at 11:42 am #285173kwatt
KeymasterRe: Public Help forums
LJDomestics wrote:I just feel “personally” that giving people advice that entails “delving” inside their machines is although not bad advice… its actually costing us money??
A widely held and often debated subject.
The bottom line is that there are three basic groups of customer:
- 1. The ones that will have a go regardless of the information available
2. The ones that maybe will, maybe won’t depending on how confident they are
3. The ones that just want it fixedWith Group 1 you will never convince them to call an engineer irrespective of what you say or do.
With Group 2 you might win a call from it, might not. If the job looks challenging or requires specialist tools/knowledge then the chances are they will call an engineer.
With Group 3, you’ll get a call as they have neither the time or interest to attempt repairing themselves.
The point is to convince Group 2 to call an engineer wherever we can and to capture Group 3. By showing that we’re open, honest and helpful as well as delivering good fast service, largely by offering the help and advice we do, I think makes us more attractive than a mere advert in Yellow Pages or whatever.
But if you look back in the forums you’ll see this subject crop up time and again.
K.
April 29, 2009 at 7:33 pm #285174boselecta
ParticipantHi LJDomestics, I have thought about this as well, loosing jobs through this website.
Personally I dont mind giving occasional advice to the public as I have received good advice from the trade forum so I am sure that must have offset the jobs I have lost from the public gaining advice from this forum.
I am just amazed that some people who work for manufacturers go online to help others after work!.
It never even crossed my mind to help the general public online after work when I worked for manufacturers.April 29, 2009 at 8:44 pm #285175LJDomestics
ParticipantRe: Public Help forums
At some of their call out charges i think they need all the help they can get. 8)
April 29, 2009 at 8:56 pm #285176Madmac
ParticipantRe: Public Help forums
I think, L.J, in the grand scheme of things, the amount of work lost to the public forums is tiny when you consider the population of the UK.
And as Ken says, the ‘type one’ customer is usually one who, if he cant fix it himself, slings the thing on the tip.From an environmental viewpoint then, i would rather the machine was fixed by its owner, & Currys, Comet, or Argos etc, denied a sale 😉
April 29, 2009 at 8:59 pm #285177LJDomestics
ParticipantRe: Public Help forums
Me too tbh with regard to it contiuning to give loyal service rather than sit getting rusty ..
But i would rather that than the customer laying somewere getting rigamortis. 😆 -
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