Angry customer this morning. :-(

[eNigMar]

It ruins my day when a customer turns like this. Is it my communication, or are they just after something for nothing.

I had a call out to check out a shower circuit. A, "shower engineer", whatever that is, told her that the shower kept cutting out because the circuit kept cutting out, but as their shower was giving problems anyway (heater kept resetting whilst I was there) they were going to replace it under warranty.

She called me to check the circuit before they came to fit the new shower.

The circuit was fine all tests good 6mm/32A/3m long circuit/8.5Kw shower, and all connections tight. I hung around for around another 30 mins watching the shower and waiting for it to cut out. The shower reset the heater, lost pressure, re-found pressure, etc, but never once had a problem with the circuit itself.

I told her that as she had me for an hour on her coin, I'd hang around for the full hour and see if we couldn't catch what was happening.

She nearly hit the roof. Pay!!! It's free, your ad says free quotes!!

I tried to explain that troubleshooting a circuit wasn't a quote, but is charged at an hourly rate because by its very nature could take 5 minutes, or could take much longer. I explained that their shower was a simple, short circuit that had only taken 15-20 minutes of testing and that I was willing to use up the rest of the hour trying to make this fault that the, "shower engineer" had told her existed occur.

She wanted me out immediately. Now if she'd been nice about it, I may have just said, sorry for the mis understanding, only an hour (ish) wasted, don't worry about it, keep the customer happy as more work could come in the future. The fact that she went bat crazy with anger made me say, "nope, I'd like paying"

Got a call an hour later saying that she's reported me to trading standards. I gave her my NAPIT details and told her to call them too.

This was a nice house, affluent area. Now my mood is ruined for the day.


Has anybody here ever had anybody mistake, "Free Quotes" for free work, or am I just not communicating correctly? If it's a communication problem, I'd like to fix it, but it's the first time it's happened in two years of being self employed.

 

[telectrix]

just write it off to experience and blacklist the customer. tight-fisted bitch.

 

[Maddison]

It's always the people who have a few quid that don't want to pay or are *removed* about something. Then you get the people who really can't afford it but need it done ..

 

[HappyHippyDad]

I think like Tel says just put this one down to experience. If it was a few hundred pounds that might be different.

I'm having a similar problem at the moment and I think its all about being very clear with what you will be doing and getting as much as possible in writing/e-mail.

I'd move on from this one eNig, just let it go. Napit certainly wont be reprimanding you if everything is as you stated.

 

[Brightspark2]

Unbelievable...it wasn't a quote, you've done a job.

So did you get paid?...

 

[eNigMar]

Yes, I charged £30 for the hour. She stropped off to the cash point, came back and demanded the invoice.

An hour later I get the, "I've reported you to trading standards" phone call. :-/ As I said, I gave her my NAPIT details and invited her to complain to them too.

 

[Guest111]

It reminds me of when I was working,you'd go to some posh house and be lucky to be offered a drink,go to some little old lady and it'd be lots of drinks,a bit of something for dinner and when you'd finished it was usually "here's an extra tenner love get yourself some smokes".The rich don't get rich by giving it away.

 

[Guest77]

I wouldn't let that go myself, not under those circumstances. Firstly send an invoice on professional company headed paper with terms of payment must be recieved within 7 days of date of invoice. Also ensure you add into your terms that charges of 8% may apply on late payments. Do not under any circumstances write anything in the invoice which may give anyone reading it the impression you are aware of a problem, just send a basic invoice and wait until the 7 days are up. Next after 7 days send another invoice but ensure all writing in it is larger than the standard print from the first invoice and ensure it is in bold red. In the terms and conditions add if this invoice is not paid within 7 working days from the invoice date we will hand it over to a third party for recovery of funds. Now also add the third party costs may well exceed the original invoice amnount.

Back to point one about the original invoice, when you send it make sure you fill in who asked you to attend the address and why you wer asked to go, for example call out to 25 mountain dew london at the request of mrs davis who asked me to test a shower circuit to ensure it was safe to use for a new shower.

Keep it simple but don't let her get away with it, good luck.

 

[eNigMar]

Sorry if replies seem slow, I'm still being moderated and hope to make up the required number to prevent this soon.

There's another down. Nearly there I'm sure..

Thanks Mod.

 

[Pete999]

Tight fisted Mare, send the boys around, no not really MDJ has the right idea.

 

[eNigMar]

I've just clarified the difference between quotes for installation/renovation work and investigating a perceived problem in my FAQ and T&Cs. The next time, I can wave it at them.

It would be a pain to have to present it up front for each small job to prevent this in the future though.

Does anybody get the T&Cs signed before every job no matter how small? It seems a bit much for a simple hour, or so call out job. Maybe I'm just old fashioned and it's the way that things are heading.

 

[jimmymac]

I ALWAYS try to give the customer an idea of price before I begin work or even better give them an idea of your hourly rate during the initial enquiry. I can't see how she think this is a quote, you were in her property working....does she thin you spent an hour their because you were bored? Silly cow

 

[Simlec]

I would chase the money or you could change your company name to "Oxfam" If you do, then I have loads of work for you! unpaid of course.

 

[eNigMar]

:-D Yeah, I already do my, "Oxfam" bit for a local heritage charity who get a few hours free every month, or two.

 

[eNigMar]

Well, I think when these last few posts are approved, my moderation limit will be reached and I can post replies without having to wait and watch the conversation evolve without me. :willy_nilly:

 

[Welchyboy1]

It ruins my day when a customer turns like this. Is it my communication, or are they just after something for nothing.

I had a call out to check out a shower circuit. A, "shower engineer", whatever that is, told her that the shower kept cutting out because the circuit kept cutting out, but as their shower was giving problems anyway (heater kept resetting whilst I was there) they were going to replace it under warranty.

She called me to check the circuit before they came to fit the new shower.

The circuit was fine all tests good 6mm/32A/3m long circuit/8.5Kw shower, and all connections tight. I hung around for around another 30 mins watching the shower and waiting for it to cut out. The shower reset the heater, lost pressure, re-found pressure, etc, but never once had a problem with the circuit itself.

I told her that as she had me for an hour on her coin, I'd hang around for the full hour and see if we couldn't catch what was happening.

She nearly hit the roof. Pay!!! It's free, your ad says free quotes!!

I tried to explain that troubleshooting a circuit wasn't a quote, but is charged at an hourly rate because by its very nature could take 5 minutes, or could take much longer. I explained that their shower was a simple, short circuit that had only taken 15-20 minutes of testing and that I was willing to use up the rest of the hour trying to make this fault that the, "shower engineer" had told her existed occur.

She wanted me out immediately. Now if she'd been nice about it, I may have just said, sorry for the mis understanding, only an hour (ish) wasted, don't worry about it, keep the customer happy as more work could come in the future. The fact that she went bat **** crazy with anger made me say, "nope, I'd like paying"

Got a call an hour later saying that she's reported me to trading standards. I gave her my NAPIT details and told her to call them too.

This was a nice house, affluent area. Now my mood is ruined for the day.


Has anybody here ever had anybody mistake, "Free Quotes" for free work, or am I just not communicating correctly? If it's a communication problem, I'd like to fix it, but it's the first time it's happened in two years of being self employed.

Been there a few times mate!!!, any new customers especially ones calling you from an ad, always explain your prices before you even take their details

 

[Gavin A]

need to make them aware of your call out fee during the phone call, then they've no excuse.

 

[7029 dave]

They are out there, screw you down when ever they can.(chancers that's all they are.)

 

[thekingiam]

i keep messing this one up as well, especialy fault finding some expect you to get all all your testers out etc spend all day finding the fault so they can get a mate to fix it for free.
i am trying to get into habit of a signed invoice even for the penny jobs as getting stung more and more after agreed price.
there are bad tradesmen out there but even more criminal customers.

 

[stevethesparks]

I wonder what her husband does for a living, I also wonder if he would like to spend an hour of his time at your house providing his services for free?
No, I didn't think so.
Probably a solicitor that would charge you £80 for a mere letter or £40 a phone call. Funny how people accept those sort of prices for next to naff all in return.

 

[Pete999]

The white collar workforce, view us mere mortals who are trades persons as "I'll just get a man in to sort it bung him/her a few quid that will keep the serfs quite" barstewards I know I work with the Pratt's.

 

[Guest55]

domestic work always reminds me of this canoe ride.........

 

[KWCFC]

I bet this is another one who watches rogue traders or cowboy builders every week.

These programs dont help.

 

[Silly Sausage]

domestic work always reminds me of this canoe ride.........

View attachment 25062

If the shark represents the NICEIC etc. and the canoeist is an Electrician, you'd have to replace FAIL with...
Answers on postcards.

 

[wozz]

i used to always make it clear if tools came out the van it was at least £60, if im quoting i wont usually need more than whats in my pocket. And thats on the phone im not getting there to find out they dont like it. Most people were just happy knowing roughly what they would be paying.

 

[Knobhead]

All the OP’s fault.

A call out, charges apply.
Testing, charges apply.
Repairs, charges apply.
Reminder letter, charges apply.
Late payment, charges apply.

Set your T&C’s out first.

PS, I’ll PM my invoice.

 

[UNG]

It reminds me of when I was working,you'd go to some posh house and be lucky to be offered a drink,go to some little old lady and it'd be lots of drinks,a bit of something for dinner and when you'd finished it was usually "here's an extra tenner love get yourself some smokes".The rich don't get rich by giving it away.

You forget the perceived rich with a drive full of expensive cars and a house in a posh area all on the never never won't pay you because they ain't got the money

 

[GMES]

All the OP’s fault.

A call out, charges apply.
Testing, charges apply.
Repairs, charges apply.
Reminder letter, charges apply.
Late payment, charges apply.

Set your T&C’s out first.

PS, I’ll PM my invoice.

Spoken like a true Yorkshireman Tony!!

 

[NDG Elecs]

I would put it down to experience normally but seen as she was an arris I would bill her. Send an invoice and your written findings about the shower. That way you have shown to her that you have done what she wanted. Did she say admitting about a quote on the phone??

If no joy after a month it would time to for the water bombs filled with yellow gloss!!! Only joking naturally!

 

[eNigMar]

I did get my £30 paid. I was still under moderation for my replies though, so it took a few hours to reach the thread.

I think I'm free to post immediately now.

 

[Knobhead]

Spoken like a true Yorkshireman Tony!!

 

[eNigMar]

Did she say admitting about a quote on the phone??

No, just that this shower bloke had told her that there was a problem with the circuit, but he'd replace her dodgy shower under warranty anyway, but that she'd need to get somebody in to check the circuit.

I should have guessed straight away really as I explained that I was out of the city on a rewire at the time and she was surprised that I couldn't go to see her immediately. When I heard, "why can't you come and see me now", I should have just turned it down. Like I'm sitting around with nothing to do, just waiting for her call.

I told her that I had a couple of hours free on Monday morning and that I'd come by and check out the circuit first thing. She told me that she'd phone a few other people to see if she could get anybody to come out immediately and would let me know on Monday morning if she didn't need me.

 

[GMES]

I see your switch and I raise you a switch!!

 

[ipf]

Am I reading wrong or did she not pay, see post 6.......nasty bitch , though.

 

[ipf]

View attachment 25066


Auto switch off...time zone anybody's guess

 

[eNigMar]

Yes, she paid. It just took me a long while to say that she'd paid due to the moderation.

When she got back from the cash point (she said cash point, but she paid me in old notes and 5x £1 coins, so I don't know where she'd really been), she gave me the cash and slammed the door.

When she phoned later to say that she'd reported me to trading standards, she said that they'd told her that she shouldn't have paid and also said that she'd phoned her husband who told her not to pay either. I thought at that point that she was going to ask for a refund.

Really, I don't think she spoke to trading standards because if she told the truth they'd have asked her why she thought she shouldn't be paying a bloke who came to her house and tested her circuit like she'd asked.

I've nothing to hide and know that I didn't mislead her, which is why I was open about it and gave her NAPITS phone number and my membership number for her to make a complaint there too.

Lesson learned though, like so many have said in this thread, I need to make it painfully obvious when I'm charging and when I'm quoting. I've updated my FAQs and T&Cs and have added that they should be read to my advert that I've sent off to the local rag to update today.

Nearly there, this is number 8 of 10 posts before the moderation is lifted.

 

[eNigMar]

Yay, moderation seems to be lifted, I can join the conversation without the time delay.

:21:

 

[Guest111]

You forget the perceived rich with a drive full of expensive cars and a house in a posh area all on the never never won't pay you because they ain't got the money

ahh yes the old "fur coat no knickers" brigade.

 

[NDG Elecs]

Sorry I had a typo, should have been anything and not admitting.. You got paid, so forget and move on mate. I would still send a receipt and test results though. I once had this old fella that reported me to trading standards. I sent him a brilliantly rude reply and sent a copy of this to trading standards also. Funnily enough I never got my money or any more accusations and hassle, but by that stage I was more than happy as the ole fo0kah would have re-read that letter a few times and thought ' yeah I am a tawt'... And I did not go and pull his main fuse six months later. Nope sirree!

 

[7029 dave]

ahh yes the old "fur coat no knickers" brigade.

Phew Phil. lol

 

[Marvo]

95% of these types of misunderstandings are just down to lack of communication, usually in both directions. The customer didn't communicate what she was expecting and you didn't communicate what you were expecting in return, you both just assume you're on the same page. Getting annoyed doesn't help, just use it as school fees. It sounds like you're taking steps to avoid the situation repeating itself which is the best you can do after the fact.

 

[JC94]

It reminds me of when I was working,you'd go to some posh house and be lucky to be offered a drink,go to some little old lady and it'd be lots of drinks,a bit of something for dinner and when you'd finished it was usually "here's an extra tenner love get yourself some smokes".The rich don't get rich by giving it away.

Made me chuckle this, reminds me of an old dear I did some work for, must have guzzled through 10 cuppa's in a day, "1 sugar would be lovely thank you" little did I know she had used tablespoons to measure it out, as soon as the cup was empty, i'd turn my back and she'd refilled it bless her

 

[Geordie Spark]

ahh yes the old "fur coat no knickers" brigade.

Aye .. like the natives of Gosforth who would like to be natives of Darras Hall but can't afford it. Hubby, dressed in suit, tie and dirty shoes with holes in the soles brings the kebabs & takeaways home in the briefcase too.

 

[Knobhead]

It’s usually the other half gets the fur coat. After that I can’t even afford the knickers.