Customers Attitudes

[Martin]

Re: Customers Attitudes

Are we to conclude then that if you do warranty work and insurance work along with it comes customers with bad attitudes and unreasonable demands?…..or is it just a Welsh phenomenon? 😕

[kwatt]

I suppose, in some ways, when we do warranty work we’re doing more calls, generally eight or more per day, usually ten calls a day so we’re probably going to see more people therefore more loons. Usually you also have to remember that most warranty work is carried out by businesses that have multiple engineers, so you can be looking easily at 20-30 calls a day minimum. So we often see many more customers than a sole trader.

Add to that the fact that, as I often say, that the person is already upset as a “new” machine is faulty, then probably passed from retailer, to manufacturer, to service agent as they all have their call centres now and, by the time we get them on the phone the person is well hacked off.

Then we tell the customer we can’t get there for a couple of days and we can’t slot them in ideally where they want.

You can understand why anyone would get upset under the circumstances as it can be a frustrating system.

I’m not trying to make excuses for many customers, some of whom can just be downright rude, but I can go some way towards understanding and sympathising with their plight. Thankfully most of them are okay, it’s just a sizeable minority that hold unrealistic expectations.

K.

[maltheviking]

Re: Customers Attitudes

I feel sorry for you guys who are getting involved with this gtee. work, obviously you wouldn’t do it it if there wasn’t a shilling in it 😉
As a one-man band I don’t seem to get to many nasty customers. What I have noticed over the last few years is that I occasionally get mucked about by the younger generation, you turn up to an appointment and there’s a note on the door or they are out. When they contact you again we usually hear “but your secretary said you would be here at such or such a time” 🙁 Yeah right!
I know fine well when an appointment is made and they ask for a time we suggest that it will be AM/ PM or after whatever o’clock, the trouble is they don’t listen and expect you to be there on the dot. Worst part about it is that they expect you to turn up next day, sometimes not convenient being in a rural area, oh and not to mention the 40 mile round trip 😥 Never mind the majority are a pleasure to work for 😉

[Marty-K]

Re: Customers Attitudes

It`s given me heart reading this topic. As a sole trader you tend to think your the only one having customer problems. It`s so reassuring to know that others are suffering at the hands of the general public ❗ Mind you I still think there are more obnoxious arrogant a$$holes per square mile in my area than anywhere else. Perhaps I should move nearer to maltheviking if the majority of his customers are a pleasure to work for, especially if his avatar is any thing to go by 😛

[maltheviking]

Re: Customers Attitudes

Marty-K wrote: especially if his avatar is any thing to go by 😛

Steady now 😆

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