Difficult customers - and remedial works

[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?

 

[Risteard]

My granda was a cattle dealer

LOL So was mine.

 

[David M]

I've had my share of dodgy clients, I,m a multi skilled electrician and plumber so work on both regularly. While I was doing some electrical work the client asked me if I wouldn't mind swapping an old radiator in the bathroom for a new chrome towel rail type. She had been very hospitable throughout the job so I was happy to oblige. Turns out a big mistake! It was an old open vented system that had not been drained down for years. I ended up doing a flush on the system and it took ages to fill back up, bleed through and balance out. There were 2 radiators down stairs which would only get slightly warm unless we closed off all the other rads in the house. No matter what we tried we just couldn't get these rads hot.

We gave up close to midnight that day and I explained that it was very strange that these rads weren't getting hot. She was adamant that they worked fine before "we messed". next day we tried all sorts again. She began to get nasty with us and decided at this point she was not going to pay a single penny for any including the electrical. I don't ever like to upset the customer so I bit my lip and proceeded to try and sort the problem. The following day we were back again and to no avail, this was Christmas eve by the way.

That evening her husband returned home from working away. Turns out that those 2 rads had never got hot, only slightly warm for all the years they had been there. That was the last correspondence I had with them, despite numerous phone calls and visits back there for my money. Eventually I posted a letter threatening legal action. 2 days later i received a cheque in the post, minus the payment for the radiator installation.

I'm more cautious these days of what I commit to when doing any job. I always start off by explaining that any defects found or likely to be found prior to commencing work will be chargeable as extra.

I also note in more detail the client's personality because sometimes you can get a feel for how they are going to be. In my experience the wealthier they are the more likely they will complain about costs.

 

[Marvo]

I guess there's as many rogue customers out there as there are rogue tradesmen, it's just you don't hear about them as often and there's no TV series about customers who rip off tradesmen.

 

[shanky887614]

@Tel - I can't tell whether you're the one in the bowler hat, or the one with luscious golden locks.

tell will be the one in the bowler his hair was grey before coloured pigments were discovered

Sent from my SM-G900F using Tapatalk

 

[shanky887614]

I've had my share of dodgy clients, I,m a multi skilled electrician and plumber so work on both regularly. While I was doing some electrical work the client asked me if I wouldn't mind swapping an old radiator in the bathroom for a new chrome towel rail type. She had been very hospitable throughout the job so I was happy to oblige. Turns out a big mistake! It was an old open vented system that had not been drained down for years. I ended up doing a flush on the system and it took ages to fill back up, bleed through and balance out. There were 2 radiators down stairs which would only get slightly warm unless we closed off all the other rads in the house. No matter what we tried we just couldn't get these rads hot.

We gave up close to midnight that day and I explained that it was very strange that these rads weren't getting hot. She was adamant that they worked fine before "we messed". next day we tried all sorts again. She began to get nasty with us and decided at this point she was not going to pay a single penny for any including the electrical. I don't ever like to upset the customer so I bit my lip and proceeded to try and sort the problem. The following day we were back again and to no avail, this was Christmas eve by the way.

That evening her husband returned home from working away. Turns out that those 2 rads had never got hot, only slightly warm for all the years they had been there. That was the last correspondence I had with them, despite numerous phone calls and visits back there for my money. Eventually I posted a letter threatening legal action. 2 days later i received a cheque in the post, minus the payment for the radiator installation.

I'm more cautious these days of what I commit to when doing any job. I always start off by explaining that any defects found or likely to be found prior to commencing work will be chargeable as extra.

I also note in more detail the client's personality because sometimes you can get a feel for how they are going to be. In my experience the wealthier they are the more likely they will complain about costs.

and thats why if i get a good vibe about people id rather pay upfront or at least part payment

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