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.

 

[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.