Troublesome Customer

[highspark]

I have a customer who asked me to split labour and materials costs on quote which I did....I recieved a voicemail today saying she wants every single material itemised plus cost!!! Does she think I just sit round with all this free time? I've already done something I don't normally do because she asked me for a good quote as she has more work for me. That being splitting labour and materials costs on a written quote. I haven't even put a mark up on materials for her and I've knocked off 30% of my labour. Not my mates because he would work for anything less! Anyone dealt with one of these people before. I get the feeling shes the type to hold the money back because a socket is out by 0.0001 degrees!

 

[Welchyboy]

see this kind of thing gets me......its not just about what stuff costs or how much the labour was/is......what we offer is a service......from initial consultation and survay of the job....through the first fix stage...second fix and completion...then handover....all done in an orderly and smooth manner so as to cause minimum disruption to the client and other trades.....what the hells up with some folk??.....

^^^EXACTLY^^^

Why are you even bothering to entertain clients like this??, you are running a business and offering a package!!

thats why you put a price in for the job, to supply and fit, if they dont like the price end of...of course you have to put a mark up on your materials you have to pick them up and come back and sort them if they go wrong

Seriously you dont need customers like this!, walk away, walk away!

you have to earn a wage, cover the materials and gain a profit to grow your business, cutting 30% off your rate is madness, stand your ground man!

let her get polish pete in instead and call you back to put it right afterwards!

 

[Dave 85]

I'm sure everyone else has said the same (not read it all) but wtf are you doing? No profit on materials? 30% off labour? and yet still you're bending to her neurotic whims. I do, for the love of god, hope you're desperate for work because if this is your normal business practice you're not gonna get anywhere in life.

What I'd do is tell her you'll happily break the quote down into individual units and that you are also willing to come and wipe her arse for her, followed by....

"IF YOU EVER CALL ME AGAIN I'LL HAVE YOU DONE FOR HARASSMENT YOU CRAZY PHSYCHO BITCH!!!!!!!!!!!!!!!!!"

Its been one of those days.

 

[Dave 85]

does any other trade have to walk in the minefield we have to? SO annoying.

Not sure...is the army a trade?
Cos I think they have to walk through a bit of a minefield in Afghanistan from time to time. I guess thats annoying for them too.....

 

[highspark]

I'm sure everyone else has said the same (not read it all) but wtf are you doing? No profit on materials? 30% off labour? and yet still you're bending to her neurotic whims. I do, for the love of god, hope you're desperate for work because if this is your normal business practice you're not gonna get anywhere in life.What I'd do is tell her you'll happily break the quote down into individual units and that you are also willing to come and wipe her arse for her, followed by.... "IF YOU EVER CALL ME AGAIN I'LL HAVE YOU DONE FOR HARASSMENT YOU CRAZY PHSYCHO BITCH!!!!!!!!!!!!!!!!!"Its been one of those days.

I don't need her work and the 30% was a mark up on labour anyway...this is what I told her.

 

[Dave 85]

To be honest
When I give a quote I always give a per item breakdown but never labour/materials. The per Item breakdown has won me jobs before even though I've not had the lowest price.
I find if you divide labour and materials they will either say "why's the labour so much" or they'll go out and buy a load of cheap crap from screwfix with bits missing which you have to wait for.

I always give a fair price and never negotiate. The only circumastance in which I'd reduce a price is if it was a nice job with plenty of profit and they showed me a better quote from another contractor.

 

[Kiers1970]

Not sure...is the army a trade?
Cos I think they have to walk through a bit of a minefield in Afghanistan from time to time. I guess thats annoying for them too.....

Metophorically.

 

[TaffyDuck]

If I`m asked to quote which is rare these days for me I quote, all in, If they want a breakdown to the last clip I just say no. I tell them what matters is the quality of the job and value for money not me spending hours on a breakdown. If they dont like it thats fine, go somewhere else. The only exception recently was a quote for 10 identical housing association 3 bed terraces which was worth the effort. But hours spent for some little job isnt worth the hassle.
I also nowadays take my laptop to site so the client can see how long the certs take. Did a PIR on a pub/hotel last year and was sat in the bar for a whole day doing PIRs for all 9 boards. Otherwise they think the paperwork just does itself.

 

[parker56]

We got caught last with a big job,we did all the leg work,weeks and weeks of costing then the customer used are quotes and design to show other contracters,got the job in the end by dropping £80,000 of the quote

 

[ishy747]

I gotta say I`m Lucky in these matters, I can always sense who Is going to be a bad payer so for them this is what I do, and it`s a lot better than just walking away.

If the job I am quoting is worth excluding materials £300.00 (for example`s sake) I would price them in the reigion of £450.00. and ask that I want 50% when I get my tools out of the van to make a start. And remainder has to be ready on job completion. (applies on jobs where your`e there for 2 days or more)
when I provide them the quote I do tell them that my Installation Is guranteed to be of quality and safety as I`m a proper sparky and have 20+ years experience and also certified and you get what you pay for.

A) They would turn around and say your expensive and not get you to do the work..... (which I didn`t want to do it anyway).

B) If they go ahead with it, you have made a better mark up and can afford to do a discount on job completion entirely your own choice.

This method has worked for me and with God`s grace I don`t come across these situations that often.
I also have short print at the bottom of my quotes as follows.
Quotation prepared by: ____________________________________________________________________________________
This is a quotation on the goods named, subject to the conditions that all goods remain the property of Horizons Contracts until paid in full. To accept this quotation, sign here and return:

 

[mackers]

I gotta say I`m Lucky in these matters, I can always sense who Is going to be a bad payer so for them this is what I do, and it`s a lot better than just walking away.

If the job I am quoting is worth excluding materials £300.00 (for example`s sake) I would price them in the reigion of £450.00. and ask that I want 50% when I get my tools out of the van to make a start. And remainder has to be ready on job completion. (applies on jobs where your`e there for 2 days or more)
when I provide them the quote I do tell them that my Installation Is guranteed to be of quality and safety as I`m a proper sparky and have 20+ years experience and also certified and you get what you pay for.

A) They would turn around and say your expensive and not get you to do the work..... (which I didn`t want to do it anyway).

B) If they go ahead with it, you have made a better mark up and can afford to do a discount on job completion entirely your own choice.

This method has worked for me and with God`s grace I don`t come across these situations that often.
I also have short print at the bottom of my quotes as follows.
Quotation prepared by: ____________________________________________________________________________________
This is a quotation on the goods named, subject to the conditions that all goods remain the property of Horizons Contracts until paid in full. To accept this quotation, sign here and return:

what happens if materials get nicked off site before your paid ?lol

 

[Vegelen]

surely value for money`s the order of the day here.....

There are many unscrupulous tradesman out there trying it on with the customer ("Once bitten twice shy!"), as well as many customers trying it on with tradesman.

People are ceasing to trust one another, in an ever increasing "dog eat dog world".

Customers also watch cowboy builder programs which recommend getting detailed quotes for work to protect themselves from dodgy trades.
People are asking for detailed quotes because they are ceasing to have trust in people they employ and are also looking for value in a world where many people are heavily indebted.

Lots of tradesman benefitted from an inflated market influenced by borrowed money.
Now the market has gone into reverse.
Lots of tradesman aren't getting enough work, supply is outstripping demand, customers are seeking value.

 

[D80]

A detailed quote is very different to an itemised quote though if you ask me. A clear and concise detailed quote should have all the works detailed that the customer requires - so no extras unless requested. It should leave customer in no doubt of the cost and the works.

Itemised is a bit excessive if you ask me, would make me feel that if they can get some items cheaper they will supply them and then the problems are ahead.

 

[cook1e]

been asked many times, my prices include me my materials my experience and expertise, they are buying a package ! do they ask tesco what they pay for a tin of beans ?

martin

 

[Vegelen]

Trust is breaking down in society.
People are becoming more unscrupulous.
They watch their peers misbehave and follow suit.
As life gets quicker, people are becoming more pneurotic and less tolerant.
People cease to have the time to listen anymore, everyones in a rush, chasing money.
This customer sounds like she's pneurotic, penny pinching or over cautious.
Neither of us know what life events influenced her to be that way.
If the electrician doesn't like her terms its simple, walk away.

 

[Dave 85]

I didn't realise so many people were against showing unit costs..
My quote looks like this
Kitchen
4 D/S-£200
4 Down lights-£200
Bathroom
4 Downlights £200
etc etc
I do this to save any arguments when variations happen. Im not out to punish my clients for changing their minds, I pride myself on having a very freindly relationship with all clients which generally means once I've done one job for them, most wouldn't consider looking for anyone else.
Note. I have NEVER had to argue with a client about money on invoicing.


As I've said already, I dont breakdown labour/materials although occasionally I'll give unit prices for the option of chrome front plates so

Install Double socket-£50 (white plate included)

Supply Polished chrome double socket (optional)-£15