Advice on handling customers who dont have a clue about the Regs !

[BELEC]

Can anyone give me any advice on how to compose conversation with customers regarding upgrading their electrics. i try to say that some things are a neecesity - not a luxury.

i went to price a kitchen refurb with a colleague and the place was filled with rubber cable and no RCD in circuit. they had a extension built and the company put their own circuits in with a rcd. i explained my requirements were similar, and as the current circuits i intend to work on are on the old board i will have to upgrade it given the nature of the work involved and 17th edition regs

i advised the customer that i wil have to upgrade the consumer unit and i will be fine to do the kitchen and outside lighting (luckily it was all in pvc twin earth) with good insullation readings)

i got asked whats a RCD and why do i need it. i explained the importance and its purpose and that its the regs. " in reply i got no thanks maybe next time...! " they went onto say they already had a quote of a 'part p spark who said this was not needed and he will do all the works..hmm

 

[Octopus]

Your case is not helped by the customer saying that they other part P spark saying that the RCD etc is not needed. Maybe he was planning to add to the "new rcd"?

Sometimes you have to accept that the customer thinks that they are right, and you are wrong. In such cases simply walk away and forget about it.

 

[RexT]

Hi Belec,

My advice is to be honest and straight with customers. In my opinion it is best to tell them in simple terms what is required and to have the written back up ready if they ask. You can try and explain why but sometimes people with closed minds dont always see it as you do. So be patient and level wih your information.
You could lose a few jobs it is true but I hope that your reputation will also win you jobs as you are truthful. You will also never feature as the main attraction on 'Rogue Traders' or be the name in the local press as being someone prosecuted for various faults.
Best wishes
Rex

 

[BELEC]

thanks for the reply. i offered to install the new consumer unit within the scope of the time im there, and said it will be roughly £70 extra on the bill to cover matirials! they was still not interested. i just wanted the job correct. (they were happy to purchase a £2000 cooker though.. quite disheartening.

i will let you know the outcome! is there some guidence notes printed what i can keep handy in the van?

 

[RexT]

Hi Belec,
You can get some downloads from the NAPIT site and others which can be useful explaining things such as earthing.
The national safety council also do some guides (sorry cant recall the full details)
The point you have made is interesting, a cooker is worth more than safety?? Odd but sometimes true in some peoples minds.
You could try and explain the difference by using the 'blink of an eye' comparison.
Would they wish to hold on to a live part for seconds or would they wish it to be disconnected in the time it takes for the blink of an eye?
RCD potection is better than just MCBs and RCBOs are the combination.
Good luck with it and it is better to walk away from stupidity than get involved in price cutting, ending up fitting a cardboard box with damp string!

Best wishes

Rex

 

[Spoon]

How about suggesting that you get a 1 or 2 way CU with RCD. That way you can do your wiring for the kitchen and still do it to the regs.
Also you will not have the hassle of sorting out the other circuits, that might have faults on, if you do a full CU change.

 

[kung]

Agree also as said he might be tapping into the new rcd cu but on the info side as an extra i always give customers one of the rcd leaflets you get in the box on the counter of electricfix ! the free ones on the counter ! i got 4 boxs and when the customer sits down and reads it it may change their minds and you may still get a call ! worth a try. Also as said your signing the job off and as such your the one who either does the job right and to the regs etc or if not you wont be in a scheme for long and could end up in court ! on another note poeple say their registered even if their not and some have no quals at all as we know ! when did you get asked by a customer for proof of scheme membership, quals etc ?

 

[kung]

I always show my JIB card and one of them NICEIC id cards before they ask and advise them to always ask for proof whoever they get to do the work ! 99% of customers dont have a clue whats needed anyway and at least they can see im qualified and registered with a scheme ! on a cpl of occasions i've had a customer phone up after and say the other guy wasn't registered at all and i got the job as they then trust you.

 

[DurhamSparky]

same here!! in my elecsa card wallet i ave my QS Photo ID card and my IET Membership Card...!

(not a member of JIB)

 

[SPARTYKUS]

Most people wouldn't have a clue what a JIB card was anyway. Most people only know the "NICCY" (I'm not in it btw)

 

[kung]

Yer agreed thats why people are so easily conned by cowboys etc like were all saying its about time and long over due that all these schemes etc had a mass advertising campaign to get knowledge out there like corgi did and although how little time gas safe has been going in comparison most people know who and what they are ! maybe the schemes etc need advice from them on public awareness campaigns !