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We like some others have been pretty slack with work just ticking over and with the kids off now thats probably set to get a bit worse. However taking into account that we are an established company and have a fair bit of avertising we wonder how others fair in this enviroment. Take yesterday for instance, went to a call and the lady was so really pleased that we could accomodate her. Why ? Well I asked her where she had seen our advert and she replied the yellow pages. Fair enough I thought but she then expalined that she had not phoned us first but had rang eight other local companies without success.
The first company she rang told her they were not sure when they would be able to call but promised to ring her later that day. They never did so she phone them again. Oh they said still not sure when we could get to you as we are still doing yesterdays work. The second company said they would not be able to call until after 7th August ! ( lucky them I say )
The third company told her over the phone that her leaking Hotpoint was not worth repairing ?The fourth company could not tell her when they could call or even how much their labour charges were ? But an engineer would try a call her and let her know when he might be in the area.
And so it went on, I find it weird at least that when any customer calls us their call is dealt with there and then, they are given our price structure, the choice of day and AM or PM appointments and we have a 84{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} first time completion rate and like most others here spares will in the main be fitted within 48 hours when spares are required. On top of all this we are nice people who treat our customers like we would wish to be treated and it makes you wonder how these other companies even exist when measured with our service.
What have you got to do to get work these days ? 😕
Re: Engineers who want no work
It seems to me that you should and will do well in your area if your local competition gives such lousy service. 🙂
Hang on in there as it is obvious that their customers are coming your way 😀
Re: Engineers who want no work
I sometimes get customers who grumble when I tell them I can’t get to them until the following day. Sometimes they ring back later to cancel the appointment, telling me they have found someone who will come the same day. On the other hand, with the house wiring work I sometimes have to work in conjunction with builders or joiners and these nearly always drag jobs out over several weeks and need constant nagging. I myself have been trying for over a year to get a builder to agree to build me a new garage. I’ve not even got one quote so far 🙁
Re: Engineers who want no work
Quite busy at the moment but June was a bad month for me often getting only a couple of calls a day 😥 However I expect the school holidays to be another barron spell 😥
TurboRe: Engineers who want no work
We’re almost exactly the same as you Squadman; appointments when wanted, fixed price repair costs up front and do all that we can for the client.
We too are quiet at the moment but when we do get calls from clients who have rung around they tell us the same story – companies who don’t ring back, can’t give prices and generally do not give a damn.
I used to think that this was a problem found predominately in London area – too many people for not enough engineers so the engineers could pick and choose – but the same is happening in the North too.
Biggest problem is that the customers don’t learn – they ring around every time – perhaps trying to get a cheaper price that doesn’t and will never exist!
Cookerfit
Re: Engineers who want no work
Well its a bit comforting to know that you guys have had the same type of experiences, I was begining to think this was a local type problem but that its not. Frankly I am often amazed at how some people run their busineses, its often a struggle to do it right all the time and then you get these people who seem so hairy fairy. No wonder our trade gets devalued along with our professional attitude and service.
Perhaps if something like Part P or Corgi was implemented for our skillbase it would weed out a lot of these people and leave us to get on with it.
Re: Engineers who want no work
have you thought that your ads in yellow pages etc are maybe too professional looking. in other words customers may go to smaller ads first presuming that they’d be cheaper. we once ran a big ad in a local paper. the results were o.k. but not what you’d expect. so i tried a few weeks with the same ad and another lineage ad in the same section. every call as usual was quizzed as to where it came from. we found that MORE calls were coming from the lineage which was £5/week as opposed to the 15cm by two column ad at nearly £80.
just now i’m getting myown back on a customer who didn’t wait four hours for me after her initial call because the other guy could get there quicker.what he didn’t tell her was that he’s rubbish at fixing dishwashers. shes begged me three times to go to fix it cos he couldn’t. i still haven’t found time to fit her in and it’s now about three months since.Re: Engineers who want no work
A sunday call today Wife phoned said yes can call out.
Got there Husband answered door. Wife out.
Quoted £35 to fix door latch assy on Ariston Wma breed
Doit for 30.
No 35.
Will ring round for quotes
bye.
Then he rings me later on.
His Mobile call to me was lengthy. 😈
About a fiver. I expect wife was not pleased when she got home with the pile next to machine.S.
Re: Engineers who want no work
I wouldn’t do it on a weekday for £35 let alone a Sunday.Not worth the diesel. 😕
RobRe: Engineers who want no work
keithwilliams wrote:have you thought that your ads in yellow pages etc are maybe too professional looking. in other words customers may go to smaller ads first presuming that they’d be cheaper
Keith, yes I have considered that a few times but have you seen my ads or are you just guessing here ?
Re: Engineers who want no work
There’s a whole generation of customers who don’t seem to appreciate simple old fashioned service. They are attracted by gimmicky adverts not professional ones. They scan for words like, “fast”, “cheap”, “free”, No callout” “all makes”, “immediate” “7 day service”, “discounts” etc.
Using phrases like, “expert”, “reliable”, “specialist” “friendly” “personal service” don’t seem to impact them unless sufixed by “free”. People over 50, and particularly over 60, do still often really appreciate the good old fashioned service. They came from a generation that genuinely respected tradesmen. Trouble is they are all dying off 🙁
Re: Engineers who want no work
andy_art_trigg wrote:People over 50, Trouble is they are all dying off 🙁
Can you re-phrase that point, I was feeling quite chipper until I read that statement.
Alex
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