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The following page was printed from RemoteCentral.com:
| Topic: | Fireable offense? This thread has 27 replies. Displaying posts 16 through 28. |
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| Post 16 made on Friday June 5, 2015 at 07:34 |
Zohan Super Member |
Joined:
Posts: | September 2010
3,096 |
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On June 5, 2015 at 02:43, Mac Burks (39) said...
Strike 1 - Moved the appointment
Strike 2 - Didn't bother to make the list he promised to make you a week ago
Strike 3 - Didn't tell anyone else you would be coming by
This guy struck out before you even had a chance to weigh the fact that he only calls you to fix things he got somewhere else.
Are you trying to be a "fix everyone elses crap" shop or are you trying to be the shop that isnt bogged down by penny service calls so that you have enough time to pursue the dollar installs? This ^
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| Post 17 made on Friday June 5, 2015 at 08:47 |
Rob Grabon Founding Member |
Joined:
Posts: | November 2001
1,392 |
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What do YOU gain by firing him?
(satisfaction, ain't worth it, he won't learn, think you're a jerk, and he'll tell others)
If he calls again, state your rate, and payable on visit.
If he want's to add on, charge for design.
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Technology is cheap, Time is expensive. |
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| Post 18 made on Friday June 5, 2015 at 14:09 |
Synergy_tech Long Time Member |
Joined:
Posts: | February 2011
36 |
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On June 5, 2015 at 02:43, Mac Burks (39) said...
Strike 1 - Moved the appointment
Strike 2 - Didn't bother to make the list he promised to make you a week ago
Strike 3 - Didn't tell anyone else you would be coming by
This guy struck out before you even had a chance to weigh the fact that he only calls you to fix things he got somewhere else.
Are you trying to be a "fix everyone elses crap" shop or are you trying to be the shop that isnt bogged down by penny service calls so that you have enough time to pursue the dollar installs? Couldn't have said this better myself. I would have walked out at strike 3.
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| Post 19 made on Friday June 5, 2015 at 14:59 |
I would walk away for sure and next time he calls I would tell him to barter another steal deal with bro-in-law. Hate when peoples waste my time
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| Post 20 made on Friday June 5, 2015 at 14:59 |
Mr. Stanley Elite Member |
Joined:
Posts: | January 2006
16,954 |
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Having been brought up in the era when: "The customer is always right" way of thinking... Its refreshing to be able to "fire" the occasional customer. I've only had the pleasure a few times... but it is satisfying, plus it is an opportunity to protect one's dignity.
The argument against it (Like Rob's) is valid to a point... but sometimes a client will throw up red warning flags from the start, and with some of those it is better to cut bait, and let your competitor deal with the BS.
Yeah, you run the risk of getting a bad yelp or two, and yeah, a few bucks---it depends on how hungry you are...
Cant tell you how many times I got involved with high maintenance clients and saw all of the warning signs, but always would tell myself (aw I can turn this situation around!) --- Me bad! Doesnt always happen.
Speaking of Yelp... that is kind of a joke... YOu can take the finest, best run business or restaraunt etc. and you may see mostly all 5 star ratings, but then there are always a few 1 stars. Can't keep everyone happy, right?
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"If it keeps up, man will atrophy all his limbs but the push-button finger."
Frank Lloyd Wright
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| Post 21 made on Friday June 5, 2015 at 20:07 |
RyanB Lurking Member |
Joined:
Posts: | August 2012
9 |
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I really don't see the big deal with this. If the money's green and the checks can be cashed then take the money and run. Don't get me wrong, we've sent a few clients to the recycle bin because of stuff that annoys us, but when time is slow and we've got nothing better to do and they are still asking us to do some jobs, we'll quote it and bill it. Sometimes the labor is a little more with these folks because of something they or one of their friends has done to mess it up!
If we're busy then we send their job to the back of the queue and if they are still asking for us to go out after we are un-busy then we may schedule them in the rotation, but I'll send my fast installers to take care of them so we don't spend too much time, effort or resources on the job.
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| Post 22 made on Friday June 5, 2015 at 23:53 |
Ernie Gilman Yes, That Ernie! |
Joined:
Posts: | December 2001
30,104 |
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On June 5, 2015 at 20:07, RyanB said...
If we're busy then we send their job to the back of the queue and if they are still asking for us to go out after we are un-busy then we may schedule them in the rotation, but I'll send my fast installers to take care of them so we don't spend too much time, effort or resources on the job. Before I criticize it, I'd like to hear what you really mean by that last sentence.
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A good answer is easier with a clear question giving the make and model of everything.
"The biggest problem in communication is the illusion that it has taken place." -- G. “Bernie” Shaw |
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| Post 23 made on Saturday June 6, 2015 at 03:18 |
bcf1963 Super Member |
Joined:
Posts: | September 2004
2,767 |
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I'm in the same camp as RyanB and Rob Grabon.
You should be charging a fair fee for everything you do. If this is true, there's likely a minimum charge to roll the truck, and if it must go back because they didn't do what they promised, didn't have the instructions they promised, they get to pay again for a truck roll.
If you are so busy, that you can afford to send away customers that pay, then perhaps it is time to raise your prices. Otherwise, as long as they pay on time, and pay the fees agreed to, then if they are having a relative do something they likely wouldn't have paid your price for in the first place... I don't see the issue.
If you feel like they've been walking all over you, then you've learned a lesson. I loved my grandmothers saying "You can get walked on, without laying down first!" Her tough love, was to teach me that if I feel taken advantage of, it's because I allowed it to happen... So don't do that!
Asking for the fees you need for every part of what you do, is just good business practice. Doing anything else will get you bitten sooner or later, and the only question is how badly bitten you will be, and how peeved you'll be at the customer... when you should be just as mad at yourself.
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| Post 24 made on Saturday June 6, 2015 at 08:20 |
highfigh Loyal Member |
Joined:
Posts: | September 2004
8,319 |
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On June 5, 2015 at 01:14, BMaxey said...
Small jobs are marginally profitable, but you booked this job with the expectation of a few hundred in revenue. But with any service-type client you're hoping for a big sale at some point. Suffice to say, it won't happen here, any future big tickets will come from this connected competitor.
Professional detachment. Easy to say. But if you had not discovered this new work, would you be happy continuing to service this client? Because you can only afford to cherry pick when your days are completely filled - and you're faced with retiring certain clients in favor of higher revenue.
I'm dealing with a similar issue on a larger scale. Major client, we dedicated a crew to spend most of 2004 renovating a 25k sf home (we charged hourly). The following year we installed $500K of gear, and continued to add over the years.
All's well until he decided to expand the home by another 13k sf and brought in a new architect. Who convinced the owner to use his guys.
Fast forward two years, client has a newly installed Crestron system in the addition that doesn't talk to the Crestron we installed. Mind you this is not a separate house, it's the new east wing. And we're being asked to extend our phone sys to the new area (which is woefully under wired). And... we continue to maintain the original portion of the home.
I'm pissed. But I've tried to take the high road. Client pays every invoice on time. I ask, how big is my ego? Can the newer Crestron be made to talk to the old? If so, you know what needs to be done. If it's not important that they play well together, leave it alone or contact the other integrator and see if they would want to work with you to merge the two. Goes with the territory- the archi has "their guys" and sometimes, it's not you. The homeowner could have told the archi that he wanted you to do the work.
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My mechanic told me, "I couldn't repair your brakes, so I made your horn louder." |
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| Post 25 made on Saturday June 6, 2015 at 12:14 |
Richie Rich Senior Member |
Joined:
Posts: | July 2002
1,150 |
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On June 5, 2015 at 01:14, BMaxey said...
Small jobs are marginally profitable, but you booked this job with the expectation of a few hundred in revenue. But with any service-type client you're hoping for a big sale at some point. Suffice to say, it won't happen here, any future big tickets will come from this connected competitor.
Professional detachment. Easy to say. But if you had not discovered this new work, would you be happy continuing to service this client? Because you can only afford to cherry pick when your days are completely filled - and you're faced with retiring certain clients in favor of higher revenue.
I'm dealing with a similar issue on a larger scale. Major client, we dedicated a crew to spend most of 2004 renovating a 25k sf home (we charged hourly). The following year we installed $500K of gear, and continued to add over the years.
All's well until he decided to expand the home by another 13k sf and brought in a new architect. Who convinced the owner to use his guys.
Fast forward two years, client has a newly installed Crestron system in the addition that doesn't talk to the Crestron we installed. Mind you this is not a separate house, it's the new east wing. And we're being asked to extend our phone sys to the new area (which is woefully under wired). And... we continue to maintain the original portion of the home.
I'm pissed. But I've tried to take the high road. Client pays every invoice on time. I ask, how big is my ego? I would just keep on doing my thing for that client. We did a Crestron system for a client who had a homebuilder who brought in all his usual subs, except his CI. Somehow his CI and the lady of the house got off on the wrong foot, odd since she turned out to be a really nice, easygoing person, but whatever. Over the strong objections of the builder, we got the contract. It wound up being easily the most hostile, crappy jobsite I have ever worked on. The builder tossed us under the bus at every opportunity, he and his subs were uncooperative and at times downright nasty. Their attitude was that we screwed their buddy over by getting the contract. Lots of things wound up taking a lot longer then they needed to and there was a lot of petty, stupid, childish issues (like not being allowed to use the site dumpster) In the end we got the job done, client was happy with the finished project and we made some money but being where you are not wanted every day is unpleasant. Consider it a good thing you weren't potentially in that environment.
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I am a trained professional..... Do not attempt this stunt at home. |
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| OP | Post 26 made on Sunday June 7, 2015 at 21:20 |
MNTommyBoy Senior Member |
Joined:
Posts: | November 2010
1,062 |
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I don't have any real updates, other than the guy hasn't even called me back for the stuff he wanted to get done. Maybe he just magically knows I don't want to deal with him anymore. Maybe his wife didn't like the Bose setup from the other day, oh well.... Maybe he shot the b!@#$...
As always, I do greatly appreciate everyone's opinion!
Either way, if and when he does call, I think I'll just use the old "it's not you it's me" line, "Summer's tough working around family" and "trying to move on to higher end/ complete systems" (hint hint to him). I won't even mention the basement system, but he'll know :) And on to the next.....
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"There's a big difference between winging it and seeing what happens. Now let's see what happens." ~MacGruber |
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| Post 27 made on Monday June 8, 2015 at 17:50 |
Trunk-Slammer -Supreme Loyal Member |
Joined:
Posts: | November 2003
7,459 |
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Two completely different installation "tales of woe" here.
On the one (MNTommyboy), I would just forget about the guy, or give him a "special PIA" rate from here on out.
On the other (BMaxey) it's a completely different thing. Here you have a situation where the two systems will probably be married at some future date, and it's a question of whether you want to be the one doing that work, or have the other company do it (and probably trash you).
Me, I would walk in either case.
I do come back it's to fix what someone else messed up, and I charge a premium rate.
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| Post 28 made on Monday June 8, 2015 at 19:03 |
Mac Burks (39) Elite Member |
Joined:
Posts: | May 2007
17,518 |
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On June 6, 2015 at 12:14, Richie Rich said...
I would just keep on doing my thing for that client.
We did a Crestron system for a client who had a homebuilder who brought in all his usual subs, except his CI. Somehow his CI and the lady of the house got off on the wrong foot, odd since she turned out to be a really nice, easygoing person, but whatever. Over the strong objections of the builder, we got the contract.
It wound up being easily the most hostile, crappy jobsite I have ever worked on. The builder tossed us under the bus at every opportunity, he and his subs were uncooperative and at times downright nasty. Their attitude was that we screwed their buddy over by getting the contract. Lots of things wound up taking a lot longer then they needed to and there was a lot of petty, stupid, childish issues (like not being allowed to use the site dumpster)
In the end we got the job done, client was happy with the finished project and we made some money but being where you are not wanted every day is unpleasant.
Consider it a good thing you weren't potentially in that environment. The best way to handle situations like this is to be super organized and proactive. If you (for example) need an outlet somewhere...put it in writing and present it to the builder and electrician. If it doesn't happen like it should move up to the client and explain that his builder and electrician cant figure out how to get an outlet installed so you have to contact your own electrician and you just need the client to agree to the change order. No seriously...the best way to deal with "thrown under the bus" job site babies is to treat them exactly the way they treat you. The jobsite dumpster could have been handled easily. "Mr.Client, the contractor explained to us that we don't have access to the job site dumpster, we will need to get our own, where should we put it? Its going to be an extra $350 a week". That phone call would have gotten you one of two things. The go ahead to use the existing dumpster or a spot of land to plop your own, client paid for dumpster. I would even put a cover on it and keep it locked until you need it just to piss off the contractor.
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