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Posted by geoman on December 24, 2006, 10:55 am
Get real Ken, the customers ONLY want free advice and the cheapest service,
Get with the real world, if you don't believe me, just ask them
"Do you want to have professional service and pay a premium price for it or
would you rather use Dave who you met at the bar? ""
Many would say, heck, if I could save a few bucks I would let Dave at least
have a stab at it,
Ken, you aren't living in the real world. I have had people coming to my
house on weekends to ask where the guy lives who puts furnaces in on the
side!!!! You don't have to believe me, but its the truth.
> Bubba wrote:
>> Customer 1
>> She calls Thur and says her heat works sometimes, other times it
>> doesnt. I go Fri morn and she is telling me whats wrong and swears its
>> the thermostat because its electrical??
>> I check the 16 yr old T87F. Its fine and looks like new.
>> Downstairs is the 16 yr old Bryant 398A furnace we installed way back.
>> It too looks like new other than its had most of its parts changed
>> over the years like all the 398's. It has a leaf in the intake pipe
>> causing the burner to stay off. I go up stairs and she asks me if I
>> changed the stat yet???? I said, "Hold on". Out to the truck for 2
>> diff digital and prog stats. She picks the digital programmable. I
>> install it, charge her for the call, charge for cleaning the pvc flue
>> and the diagnostic. Go figure. As they always say, "The customer is
>> always right"
>>
>> Customer 2 Sat the calls start at about 4pm. New customer in town has no
>> heat.
>> Just blower. Go out and find a 13 yr old Coleman 90% CUG furnace.
>> Igniter but no 24 volts to gas valve. The W/R ignition module is bad.
>> Then I notice, the module is 11 months old. Still under warranty. I
>> told her I can change it but I use H/W S8610U's and it wont be
>> warranty. She says, "OH, I guess I'll call Dave from the other end of
>> town. I found him at the bar. He does some A/C work". WTF!! hehe. I
>> collect my $100 Sat trip charge and she pays with a smile. "Go figure"
>>
>> Customer 3
>> Old guy with Apt complex. Tennants heard noise last night???.......and
>> he just calls me at 4:30pm today?? Sure. Why not. Makes sense to me???
>> His buildings have older boilers with series 100 circulators. He tells
>> me, "now you do know we have complete pumps, circulators, and pump
>> couplers in the parts room up there?"
>> Hell, whaddo I care. I'll use his pumps, charge him Sat rate including
>> a flat rate new pump price like anyone else and just subtract out the
>> pump price. He gets absolutey no warranty and thinks he is saving
>> money. I just smile when the check comes. It's all in a days work. Merry
>> Freaking Christmas to me. :-)
>> Bubba
>
> And you sound proud of the way you dealt with the customers??? Did you
> feel no obligation to fully inform them of the results of their decision?
> It is one thing, if after having been informed by a professional (YOU) of
> what was needed, they still want unnecessary repairs done. But you sound
> like you delighted in letting them make the wrong decision. I am sorry,
> but it is behavior like yours that makes customers suspect of those in
> your trade.
>
> I hope you have a "Merry Freaking Christmas" none the less.
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