Do any of you have issues with clients constantly requesting installs after 2 or 3pm, sometimes even later?  I have to install a Frame TV, with equipment in a remote location, using the 50' One Connect Cable, universal remote and programming that wants an install time after 2.  I will not schedule anything after 12 that can potentially take 4 hours.  If I think it will be any longer than that, I schedule it for a morning appointment.

Just wondering if others deal with this a lot on small or large projects.

Ask them how late they want you to stay in their house. I’ve found most don’t consider how long something will take.

I don't care how long they want me to be in their house.  I want to go home and have dinner with my wife.  I am ok with jobs taking longer then expected and I have to stay to finish.  I am not ok with scheduling jobs that guarantee I will be out late.

I get your point though about some people have no idea.  This is a client I have done a bit of work for.  They KNOW that it takes hours to do what we have to do.  They just want it to conform to their schedule.  I understand that, but again, I am not scheduling a job that will take us far outside of our business hours.  If one thing goes wrong on the job, we could be there till 9.  I am ok with scheduling something quick later, but not a full install.  I have done my fair share of trouble calls later, where in most cases I know it will be a quick fix.

We set the expectation that installs like this are done in the AM. We point out that we don't do late installs as we start the day early, tech support is closed if there is a problem, our warehouse is closed if a product is defective, etc.

For the most part, our clients understand and schedule around this. We don't work most weekends for the same reason. We lose about 1 potential client/job every 3 years or so due to the weekend thing. I can deal with this as you can't work all the time.

Can't they hide a key so you can get started at a normal time? Afternoon starts on a big job sounds like Geek Squad business.

You work for yourself right?  So tell them no.

If they can't understand that then........move on.  If they can understand that, do the job during normal business hours and then......... move on.

If they trust you, maybe you could get access when they aren't there. I understand not wanting keys or access codes, but it sure is nice working when they aren't at home. I would tell them that starting on your schedule prevents return trips and additional charges for travel.

How do they respond when you explain how long the work will take?

I agree with Fins...I had that on many occasions.  If you tell them, this installation could take 4-6 hours (or whatever). They'll typically say, "Oh, I had no idea" (just like everything else in this industry).


When I could no longer stand working 6 days a week ( I worked Saturdays because I thought I needed to make myself available to people who couldn't be home M-F)....But I was burned out...

I quickly found out that it didn't make a bit of difference...If you tell people you don't work on Saturdays, they find a way to be home.

If you tell them you can't show up at 2pm, they find someone to let you in.

I wholeheartedly agree...This isn't brain surgery...There's Zero reason to miss dinner with the family.

Why not charge the client a premium rate and make it worth your while. Nobody likes working later than their normal schedule but within this business, unfortunately there are times where it is required to fit with the clients schedule.

"Mr. Client, my schedule requires me to start at XX o'clock in the morning which ensure I provide myself enough time to complete projects like yours during my operating hours. Since you are requesting me to start your project so late in the day and it will take Y hours to complete, I will be charging you a premium rate to complete this."

If you agree to this please sign hear and I will see you on (insert Day and time).

They are taking you away from your family and possibly office time of working on quotes, responding to emails, ordering materials for other jobs so make it worth your time to complete this one.

This is now pure profit you are making on this customer so why not take advantage of it?

I have encountered it rarely, and I always explained things in the same way that punter16 mentioned above. I don't recall ever having lost a job for not being willing to do it on an evening or weekend...but most of the people who ask are the ones that are closer to "hang and bang" "Do It For Me" type installations than I want to deal with anyway.

People that dictate and make you work around them have ALWAYS been a major PITA.

the people that want to meet you after hours for a consultation or on the weekend arent interested in what you have to say. I have a rule. If they dictate and wont make time for you then I tell them that were probably not the right company.

I have NEVER got a job from someone that I went out of my way to work around.

It's going to cost more.
Specifically if I have to pay my guys overtime.

It can be done, this is how much.
That's a services based business model.

I've found that customers that are not willing to let us in their home while they are not there (or at least making arrangements for us to be there during the day) are not the type of customer we want to deal with. It is always this or that. If you allow an inch, they take a mile. We are licensed, bonded, and insured. If you need to babysit us, we aren't the company for you.

You can go to the Yoga studio after we are done. They are open late for people like you. We start at X:00am.
If you don’t like working those hours then just say no. They will bend or you go home and have dinner at the time you like.