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Re: where has all the work gone
odom wrote:
Me: “Okay… well, that isn’t really a fault. It’s the machine telling you to close the door before the cycle can start.”
Her: “Well, I don’t see why I can’t start the cycle then close the door when I want, not when the machine wants me to.”
…Well, I still want an engineer out to confirm this is how it’s meant to be, because I’m sure it’s not right.”
Me: “I can come out but you need to understand if the machine starts fine with the door closed, then you’ll still be charged a call out charge.”
Her: “A call out charge! When I have a machine under guarantee?”chris i see your point but this is the type of person dill is talking about who needs that little bit of TLC and the benefit of your genetically inherited braincells. my response to that is to talk her gently into agreeing that yes the machine works fine when the door is shut first, and then point out to her that shes still in control of when the machine starts, she just has to have the door shut first. if shes still stroppy and wants an engineer, suggest as the machine is still operational, you will do her a goodwill checkover f/o/c but it will be inside say a week, when an engineer is in her locality.
the p/i/t/a customers im talkign about, that dill may or may not go out of his way for are the ones who bash you down on price, you then find a nightmare of a plumbing job cos they wan del&conn, ones comet currys and even local plumbers prolly turned down, you tell them that you cant really fit it then the naggy wife pleads so she can get some washing done, so you go ahead and fit but tell them its at their own risk, and they need to get things righted asap as their plumbing wont allow machine to operate properly in the long term then lo and behold complains 3 months later cos manufacturers engineer has charged then a callout cos its not quite up to installaion standards and wants you to foot the bill or give them a refund as its not ft for purpose….
Re: where has all the work gone
odom wrote:One of this customer’s complaints was…
Her: “This machine you sold me is playing up again and I want an engineer out today to look at it.”
Me: “Okay, I’m sorry to hear that. What’s wrong it it?”
Her: “Whenever I try and start a cycle the door lock light flashes.”
Me: “Okay, and you’ve made sure the door is firmly closed?”
Her: “No, the door is open.”
Me: “Okay… well, that isn’t really a fault. It’s the machine telling you to close the door before the cycle can start.”
Her: “Well, I don’t see why I can’t start the cycle then close the door when I want, not when the machine wants me to.”
Me: “Okaaaaay… well, I’m afraid I can’t redesign the machine and this isn’t really the sort of fault that would be covered by your guarantee.”
Her: “Oh, another fault conveniently not covered. Your guarantee doesn’t seem to cover any faults. Well, I still want an engineer out to confirm this is how it’s meant to be, because I’m sure it’s not right.”
Me: “I can come out but you need to understand if the machine starts fine with the door closed, then you’ll still be charged a call out charge.”
Her: “A call out charge! When I have a machine under guarantee? *rant rant rant*”:rolls: I still have nightmares that she’s going to call again one day!
:rotfl: Please copy this to the, “What’s the most annoying things customers do?” thread so I know where to find it when I need cheering up 😆 .
Mike.Re: where has all the work gone
Example of a sale last week:-
I sell a customer a Maytag side by side in Gloss Black, its on display and i want to get rid of it so customer buys it at £999. I tell her i only send one man on the delivery and she needs to make sure there is an able bodied person at her house to help when my man arrives with the f/f.This i explain will be included in the price and its to a ground floor excessible room as we use a tri wheel sack truck to move the f/f, okay she says.
Well the kitchen fitter whos doing work at her house calls in and buys worktops for this customers kitchen(recommended by this customer, so added sale #1), ordered for him and he collects a few days later and mentions to me that the house is an upside down house, kitchen on first floor, no worries i thought as she has been told we do ground floor delivery only.Customer comes in the next day and she buys new sink and tap because the kitchen fitter said to buy them from me as they were better than the ones he gets from Howdens( added sale #2), i ask her about delivery and then she tells me wants f/f upstairs! I decide that as her original sale has given me additional sales we would deliver it up the stairs, this we duely did and whilst i was there i heard the washing machine was a bit noisy and sold her a new Miele washing machine(added sale #3)
This customer i will add was a pain in the backside, ecomomical with the truth, wanting discounts and everything else, but i kept with it and it turned in to a right good earner and the kitchen fitter has sent a customer up to me who has bought appliances for their new kitchen.
My point is customer is KING and no matter how much they muck you about just get the sale and when your next on holiday you can reflect on that cool glass of beer as being the one that customer paid for, satisfaction!Re: where has all the work gone
:rolls: CUSTOMERS :rolls:
LOVE 😀 them HATE THEM 😈
WITH OUT THEM WE DONT HAVE A JOB….. 😯
As long as thay pay i will keep going to see them. 8)
CANUFIXIT
Re: where has all the work gone
thats very well dill, but you got the add on sales *before* finding out the customer would be a pita, what you were referring to before was going out the way to help an upfront pita customer 🙂 plus onsite indie/local builders and kitchenfitters will always change the dynamic of a sale, they are the real people you need to impress and go out of the way for, as they are the ones who get you the repeat business. a customer whos main consideration is price, will never be a loyal unless you are within about {e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}5 of the cheapest option.
im cheeky, if someone even drops a hint that theyre doing a kitchen i always ween out whether theyve actually ordered all the kit. if not i tell her to either come back with whats shes chosen, or help her choose it if shes not got that far.
Re: where has all the work gone
DrDill wrote:My point is customer is KING and no matter how much they muck you about just get the sale and when your next on holiday you can reflect on that cool glass of beer as being the one that customer paid for, satisfaction!
Some of them I’d agree with you on.
Some of them I don’t want as customers. I don’t need the aggravation and I don’t need a drink (or much else) that badly that I have to pander to complete idiots. 😉
K.
Re: where has all the work gone
DrDill wrote:when your next on holiday you can reflect on that cool glass of beer as being the one that customer paid for, satisfaction!
My customers pay for all my holidays. There’s little point in my working more than I need to keep my head above water. There’s no investment I know of which is paying significantly above inflation.
Mike.Re: where has all the work gone
Well getting back to the title of this thread it seems that a lot of us are struggling or just getting by at the moment, internet prices for new appliances at ridiculously low prices and fixed price repairs on the net are partly the problem but people are just not spending, down here anyway, I’ve tried different things but I think it is a matter of just hanging in there.
Certainly will not be going down the free call out route for repairs, I have price matched a few appliance sales lately only because they were built in and I made on the delivery and installation fee……….. :rolls:
Re: where has all the work gone
oh dear this week now had 2x call-back cancellations, one of which we have turned around, and sorted, and had to be a fdw60 pcb :rolls: and their reasoning? “ive read on the internet its not going to be an economical repair so ive gone ahead and ordered a new machine”
us: sorry? what? weve only just priced up your part, which we havent even had a chance to tell you yet (how the hell can you therefore know its not economical?) and all this after looking at your machine YESTERDAY!
this is now the end of us being nice and presenting a total final bill at the end of a fix, instead of insisting on payment upront for a callout. we will now leave the first call with at least a full callout. GRRRRS
PS im hoping no one off ukwg have been slagging off fdw60s or wil103s lately 😮 😕 😥
Re: where has all the work gone
you need to start taking call-out @ 1st call , we use paypal to take call-outs etc of landlords or when house holder wont be there .. not ideal but one way of securing your cash ..
their are far to many customer who will take you for a ride these days ..
maybe best to steer clear of the cheap crap ie indesit dish-washers etc .. market yourself at higher end built-ins etc ,
ally
Re: where has all the work gone
After about five weeks in the doldrums and about 8 calls a week the ‘phone has gone 6 times, make that 7 times today so it might be on the up now 😆
Every year down here it goes quiet between April and the end of May(just not this quiet) so just going true to form.
RobRe: where has all the work gone
barmy this week, but severeak unhappy customers “its not as big/shiny/fast” as you said it would be.
anyone got any way (apart from recording convos of customers) that will indemnify them of what was offered and accepted ???
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