K
Ken77
How does everyone deal with difficult clients?
Today I have had a client kick off claiming we have scratched their floor. The flooring is lino so is prone to scratching. We have been putting spot lights and despite dust bowls and dust sheets some dust has got onto the floor and this has shown up every scuff mark on the floor.
We didn't take photo evidence of the floor prior to the work and nor did the client. We have had to move furniture so it is possible we may have caused some minor scuff marks, but I am sure these would go once the floor is cleaned properly. By minor I mean hairline scratch.
Client has asked us to leave the property before we had a chance to clear up properly so there is plasterboard dust on the floor and makes us look like right cowboys leaving a site in a mess.
I apprecriate that from the clients perspective it may look like light we have scratch the floor, but the is no certainity it was us. There was no evidence of scratches before the work commenced, but as I say these may have only become appararent due to the dust.
As the client hasn't let us clean up (despite us requesting to do so), we can't see what state the floor is in post work, so we can't compare it to how we found it.
We are likely to end in dispute over this.
In the same week - we have had a call out regarding an apparently faulty sensor light we installed that we have already replaced once.
On initial installation we used the existing wiring (which we tested and seemed fine). 1st senor lights (Microwave sensor) was replaced as client complained it was not operating as it should. 2nd sensor light was installed with PIR - after a short period we had a compliant it was flickering on/off rapidly or not coming on at all).
I replaced the sensor for free (material and labour) on the first occasion, but for this 2nd call out I feel it maybe necessary to carry out further investigation given that 2 lights have failed so quickly, and that this should be chargeable. The client feels we as though this should all be covered by us - and mere suggestion of an additional charge is outrageous.
What do other people do in these situations? Do other electricians walk around a house and make a note of every mark or blemish on the property prior to commencing work so this can be cross referenced at the end of the project?
Would you consider it reasonsible to charge for investigating the wiring further after 2 sensors have failed previously and you know it it not down to your workmanship! If it turns out that is was bad luck we had two shoddy sensors who should pay for our time for refitting faulty parts?
Today I have had a client kick off claiming we have scratched their floor. The flooring is lino so is prone to scratching. We have been putting spot lights and despite dust bowls and dust sheets some dust has got onto the floor and this has shown up every scuff mark on the floor.
We didn't take photo evidence of the floor prior to the work and nor did the client. We have had to move furniture so it is possible we may have caused some minor scuff marks, but I am sure these would go once the floor is cleaned properly. By minor I mean hairline scratch.
Client has asked us to leave the property before we had a chance to clear up properly so there is plasterboard dust on the floor and makes us look like right cowboys leaving a site in a mess.
I apprecriate that from the clients perspective it may look like light we have scratch the floor, but the is no certainity it was us. There was no evidence of scratches before the work commenced, but as I say these may have only become appararent due to the dust.
As the client hasn't let us clean up (despite us requesting to do so), we can't see what state the floor is in post work, so we can't compare it to how we found it.
We are likely to end in dispute over this.
In the same week - we have had a call out regarding an apparently faulty sensor light we installed that we have already replaced once.
On initial installation we used the existing wiring (which we tested and seemed fine). 1st senor lights (Microwave sensor) was replaced as client complained it was not operating as it should. 2nd sensor light was installed with PIR - after a short period we had a compliant it was flickering on/off rapidly or not coming on at all).
I replaced the sensor for free (material and labour) on the first occasion, but for this 2nd call out I feel it maybe necessary to carry out further investigation given that 2 lights have failed so quickly, and that this should be chargeable. The client feels we as though this should all be covered by us - and mere suggestion of an additional charge is outrageous.
What do other people do in these situations? Do other electricians walk around a house and make a note of every mark or blemish on the property prior to commencing work so this can be cross referenced at the end of the project?
Would you consider it reasonsible to charge for investigating the wiring further after 2 sensors have failed previously and you know it it not down to your workmanship! If it turns out that is was bad luck we had two shoddy sensors who should pay for our time for refitting faulty parts?
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