...just make the call. Even if someone else is doing it or he shopped the
internet, usually it only takes a few years to come full circle to have you do it the right way.

I love this topic and the related ala-carte pricing that "custom installers" should be doing for our internet saavy clients. Over at avsforum, one lone custom installer is defending "selling solutions" to customers. While the "tweaks" defend ala-carte pricing and indicate custom installation is a piece of cake.

[Link: avsforum.com]

I definitly agree with this. Sometimes people just get overwelmed, escpecially when redoing/building a home.

My advice, call them back. Maybe you wont get the job. But what is 10 wasted, compared to possibly getting a long, upgradible job?

Well, this is exactly the issue here. impaqt you missed the point. Keep in mind that this guy had already spent his time designing and presenting a decent system to this client. They didn't even have the decency to respond with either a yay or a nay . They left him hanging in the dark for four months. Then, in a last minute scramble, after probably being pitched by some retail big box guy trying to unload a cheap panel, they call him for some more free advice because their millworker needs some 11th hour dimensions.

This guy has already given the benefit of the doubt once. He did that when he submitted his design, at which point the ball was in their court. In my opinion, they kind of fumbled it, and from that point on, he should be considering where this thing could potentially lead.

Whoa Whoa Whoa.......... Wait a minute here "They left him hanging in the dark". I don't think so.......... Who is in charge here.........He dropped the ball by not following up. Rule #1: Follow up with all leads big or small.

Impaqt: Here are some facts. I work strictly through referrals. I rarely follow-up my bids. I’ve never spent a dollar on any kind of self promotion and my commercial work van remains unmarked. I’ve declined offers to do sub work from other AV companies. I hardly hand out cards anymore. Miraculously, work finds me.

Good advice fellas. Let me see if I can clear up my point. My main disappointment with this potential client is that they had asked for a bid on a custom system and then completely disregarded it when they actually got it. A simple no thanks, we just need a tv even after the proposal would have been fine. Instead, I get zero feedback for months and when they’re in a bind, they come back to me with some completely different kind of brand x product? Obviously the retail flunkie couldn’t convince them so why should I? (And by the way, I did take your advice and returned the call.)

I’m far from the arena of full automation and dedicated theaters. All of my systems are simple. Heck, I’ve never even touched a projector. My main objective is to provide current surround decoding with high def capability and a single, easy to use remote.

I’ll admit I’m a bit jaded due to some unscrupulous people. Money is generally not the issue, but rather the desire to spend it. There are only so many hours in a work day and so how the time is utilized is important. With the exception of two man tasks, I do all of the work myself. My work is my life and nothing pisses me off more then someone who takes up my time without retribution. I show plenty of good faith by not charging for the initial visit, which is promptly followed by a quote. I’m not naïve enough to think that every job will be custom. I’ve done countless setups. What’s that saying “don’t ask for steak when you’re only willing to pay for hamburger…” Those who can appreciate the hard work and clever engineering or just have goodwill will pay, while the low ball millionaires should be delegated to zero service discounters. But this isn’t the always the case. So here I am, on this forum, inquiring and I appreciate your comments - dudes :)

Here’s a peculiar fact about me: I do house calls for frustrated “home theater in the box” owners. It’s next to impossible to say no to someone who’s struggled for who knows how long with their htib. At the end of it, it’s interesting when they ask me if they’re paying me enough for my time. Simple honesty is supreme.

Good post , you sound a bit like me in what you do and don't do.

Good on ya. I'm glad you called back.

WOw.... Thats just amazing to me..... Are you a 1 man operation working out of your garage? Thats the only way I can imagine this scenario working.

Follow up is crucial in this industry.

Impaqt, ideologicvally, I respect your viewpoint. But the current dynamic in the residential industry is mutating quickly lately. This is probably not surprising given the HDTV transition that is happening. Hey, if you want to be the Mother Theresa of AV,, that's your business. Personally, I'm not in business to save the world from bad sound or video. I am however available to offer my expertise, professionality, and a commitment to standing behind what i recocomend, provide, and install. And they can call me on a Sunday morning and actually get a call back. Someone mentioned " the first rule of salenan ship is a callback"....Well,,,, I guess I missed that class, doesn't seem to have affected my business much. Selling is one thing,,,, it's what happens after you make the sale that really counts in this business

It would be nice to do everything, but one can only take on so many roles. I'm not disagreeing with you Impaqt, because what do I know about the CI business? I have less then 10 posts in 2 years?? Can someone change my nic to trunk slammer supreme JR, hahaha.

I'm just a hard working tool & electrical nut whose working interest paralleled the world of CI. There's no business model or expectations. With my home depot on 4 wheels, it's an adventure - from dark hot attics to amazing ocean views.

Keep up the good work, MX. Like usual, I probably spoke too soon. Sounds like you're on the right track. My business model parallels yours in many ways. No storefront, no advertising etc. Good profitable equipment make the best employees for some of us.

One thing I'm learning over the years is that some good decent people just don't understand what it is that makes us a living. Some actually think we make labor only so they figure it doesn't matter where they go to get stuff for us to "hook up". I get pretty miffed when they do this but there are those that just don't know better until we clue them in.

They could still turn out to be an ok customer.

Drum-roll, please:


And ?

My thoughts also Ernie, I hope its not anti-climatic!

This industry parallels the one I used to be in and I used to bid jobs on what I did, lose them to the cheaper guy, and then they would wind up spending more with me to straighten out what the cheaper guy did. After all "its the same thing" right?

MX whats the final answer?

Mike

They did what too many people are doing these days... porbably hopped on the internet to see if they were "getting a fair deal..."

If it's a good old customer, tell this guy, since you aren't supplying some of the major components, you'll help, but will need to adjust your labor, since you generally charge a little less for installing product purchased from your company...

To be honest, if I'm already pretty busy, I'll sometimes wait, until my kid needs new shoes... even though I know that's probably not good for my karma!!!

I am in the midst of an identical deal... And he called me yesterday, to see if I would drive 60 miles (one way) out to his jobsite tonight (@6:45) to walk the job again, even though he is getting 3 Plasmas from Costco, and a Blose system from a Blose store!!! It looks like we'll only being installing 4 pair of ceiling speakers, and gear hook-up & programming his security system.
This same guy (a Dr.)... previously had me do 3 different proposals - they were all very fairly priced... I'm just getting up the nerve now to call him & say..."Uh, can't we just work this out by phone?"...

Isn't that like going into your City's best Steakhouse, and handing the waiter a Steak and potato & asking him to have the chef cook it up for you!?

Customer contacts me two more times while I’m still thinking about whether or not to call back. Four months of no love and all of sudden I’m their man.

So due to popular opinion, I decide to be gracious and call back. So they were leaving town within 2 days when they made the first call and so it was an 11th hour decision to finalise the flat panel dimensions so the cabinet guy can start working (kudos to teknobeam). It was the 42 panasonic and no one stocked it and so they had hoped that I could get it for them and they mentioned $700 less then the 3500 srp. Quickly in a low voice, “we don’t need a surround system.” [And no where in the conversation was there any word of hiring me to do anything. I suppose they're cabinet guy was going to install it and the cable guy could program the cable remote to turn the tv on/off. Most of the folks I deal with really want me to make this or that happen for them.] They had hoped that I would agree with whoever recommended this TV and that I could get it for them. I did my homework and I tell them that the country’s most popular plasma brand is in transition right now and that’s probably why no one stocks it. Since, I haven’t sold a panny in over 2 years, I’m not the best source to help them. I’m sure they’re nice people, but I gotta run.

I wouldn't do the job. People have a hard time understanding how much these installs cost. Sounds like their eyes are bigger than their wallets.

Don't do it as a favor. and charge them like strangers.