Just Starting And Already Hate Dealing With Costumers

BigReds

This one customer had called me in to their office. I show up and she gives me a small list of things to fix at one of their properties. They buy homes and rent them out.

One thing on the list was to look into a light switch that when they (renters) turn on and off the light in their kid's room, they get a shock.

I immediately told her that she should get an electrician in for that.
2 reasons for saying that, is that 1. Old house using Knob & tube wiring.
2. I'm not an electrician. (but have knowledge and experience in electrical)

Her respond was, i don't wanna hear about hiring an electrician. So i said, i will take a look and see if it's something simple to fix.

That same day, i went and picked up the materials for the stuff on the list but did not pick up light switch as i don't know what kind of switch its using and or if it just needs to be replaced.

Next day i went to the house and did the repairs. I then asked the lady renting the place which room the light switch is shocking her. She shows me the room and says its not shocking, it just won't shut off the light. She then tells me there is also another switch that's not working.

I checked the light switch that wont turn off and find that its just the toggle switch that needs to be replaced.

I then check the 2nd switch and find that its a dimmer switch that had sparked on her and never worked again. When i checked, i noticed burnt marks on the neutral and that the neutral had no marret on it and that it just had HOCKEY TAPE rapped around it.

So i told the lady that i would be back next day with 2 new switches.
I go next day to install both switches, lady renting place tells me that to only do the switch in kids room because the owners don't want that 2nd switch fixed. So i did just that and left.

I gave the owner the invoice today and she complains about the travel cost on invoice. So i explained to her that i had to go to suppliers twice to get materials for the job. She argues with me and says that i should of just got to the house see what i needed and then go get the material. Saving 1 trip. So to make her happy i deducted $40.

Then she tells me that she wants the 2nd switch fixed and that she had told me that there was 2 switches to be fixed. According to the list she gave me, there is nothing saying 2 switches and it clearly only states to fix light switch in kid's room.

I went back today and replaced that 2nd switch. Invoicing her for it!!

How should i of handled that differently? Any suggestions would be greatly appreciated.

naptown CR

Sounds like you did the right thing to me. Now lets see if she pays the bill.

Cole82

I never reduce the bill. It states in my contract that they signed saying if they don't pay a lien will be placed on the property. After I remind them of this they pay.

BigReds

naptown CR: Thanks, i hope so too. She did cut me a check today when i went to their office to do a repair, She needed her boss to sign the check. Her boss was out on lunch. I seen the check, i couldn't wait so I just told her to mail me it.

Cole82: It wasn't a contract job otherwise she would of not gotten away with it.

Darwin

Seems to me after you gave her $40 back she decided to use the extra cash to fix the 2nd switch.

Investors/house flippers = cheapskate client.

Been there done that...

Good luck.

Darwin

Instead of invoicing her--make them pay for the work that day..works for me...

Cole82

Big Reds I would recomend that you start useing one.
Every job I do no mater how small is with a contract. I did a job where this ladies door automaticly locked as she shut it. She wanted me to change the door handle to one that didn't do this. When I went there I saw it had a selector button on the jam side. Pushed the button and was done. I had a contract for that 1hour minimum hourly rate. All I did was show up push a button and collect money.

Jordy3738

We must get paid for our time. It is very important to always have a contract with every customer in writing.

No matter if it is only a couple of light switches, everyone needs to understand what they are responsible for.

If we don't cover ourselves with contracts people will always manipulate and try to pay less.

I even add in time for writing the contract, why not it's work right?

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Virginia Built

All the leads I've worked for investor properties and flippers basically ended up with me walking from the appointment declining to bid. All wanted to circumvent the code or use substandard materials to save money.

Teetorbilt

Get used to it and always CYA!

There are many resources on this site. Use them.

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JumboJack

+ YouTube Video

We Fix Houses

That's hilarious........

What line item is that in the estimate...? I need to add it to mine.

MALCO.New.York

The difference between a successful Company and a Company that kicks some Royal Arse, is the ability to MANAGE the Customer.

Learn how to "rise to the occasion" through listening and Diplomacy whilst retaining CONTROL of the situation at hand.

The simplest way to achieve this is to KNOW THY OWN SELF and set personal standards that you are comfortable with.

NEVER compensate, compromise or bastardize that which you believe to be important and true.

And lastly...........Real Estate persons of ANY caliber are the WORST clients. They think they know it all. They think they are superior. They think they are entitled. They think they own you because they are going to give you money.

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pcplumber

I could not have made this more clear. They will give you more work than you can handle as long as you never make a profit. A good one is very rare.

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naptown CR

I am sorry but this is wrong on many levels. And we wonder why the general public is skeptical and thnk of us as a bunch of A holes

MALCO.New.York

Every job has a "Trip Minimum"! So this is not wrong.

How should this have been handled differently????

For Free??? 1/2 price????

__________________
Something to One may be Nothing to another!

Ultimate Wisdom---------
http://www.youtube.com/watch?v=OW-cnizLDEE

naptown CR

After re reading a minimum trip charge was in order. However will this be a repeat customer or a one time thing. Many times we lose sight of the long term for the immediate gain

pcplumber

As the owner, I am often willing to do a one-second job for free even when I have an hour of travel time, but I cannot expect an employee to drive around for free. The employee must charge the customer, or I have to pay the employee from my own pocket, plus the cost of gas, etc.

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hbelectric

For starters, you need to find a good electrician, plumber, HVAC guy etc...

Dave Mac

Yeap all clients are not equall. Some are just not worth working for. Especially ones trying to micromanage you and tell you how to do your job to save her money. wtf