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Customer shows up at house on Sunday

15K views 74 replies 37 participants last post by  RobertCDF 
#1 ·
Well after 4+ years in business I had my first encounter of a customer showing up at my house to pay his bill. While it was nice he didn't want to waste a stamp it still concerned me. So after having my home address for my business on my invoices, I went out and got a mailbox at a local mailbox place. I'm glad he came to pay a bill and was not some upset customer, although I don't have any of those.
 
#31 ·
I agree somewhat....but there is a difference. When you go into a customer's house unattended, it's most likely on a certain day, at a certain time, and they've had a chance to research your company, maybe call past clients, web search, etc, etc.

When they show up at your house unannounced, maybe you recognize them, but maybe they're a long since forgotten client from 5 years ago and they're XYZ just quit working and they're not too happy about it and coming to give you a piece of their mind.
 
#4 ·
Inner10 said:
Yeah what's the problem? Is your home embarrassing?
I once drove to a subs "shop" and it was his house. He talked like he had a commercial space so I assumed he did. When I realized it was his personal residence, I called ahead. Did your customer show up unannounced, that would bother me if I worked out of the house.
 
#5 ·
I understand you wanting to keep business and personal separate.... especially if you are a volume type "call in" business.

You may very well work for people you do not know, or know on a very short term basis.

(My work does not happen to be a volume type business...,., and I would have no problem with it) (A call in advance would be a nice courtesy)
 
#6 · (Edited)
I once had a potential customer ask why my address wasn't on my business card as if I was hiding. I do have my address on invoices and estimates.

It wouldn't bother me if my payment was hand delivered to my home. While I won't waste space for an address on my business card I do think people would be reluctant if no address or a P.O. box is given.

My customers wouldn't deliver to my house though. I'm usually paid before the job is completed and some just transfer money into my bank account.
 
#11 ·
I have had customers come to my home many times in the last---- oh say almost 30 years.

I don't have much of a problem with it------- but I do think a customer showing up UN-announced on a Sunday is over the line.

all in all ,however---- you can't have it both ways----- you can't do business from your home, put your address on your paper work----and then object to customers going to that address wanting to do business.

in all that time--- I think only one person crossed a line with me. I had roofed his house maybe 5 years previously---- installed what was at the time 40 year shingles( same shingles later became "50 year shingles---and then a few years later magically were designated as lifetime shingles)---------------
anyhow I had roofed his house 5 years previously
then we had a hailstorm
he wanted an inspection( along with everyother customer I had had over the previous generation)
so---- following the hailstorm---since all these people were my family,friends,neighbors,fellow parishoners etc.--- I was doing my absolute best to take care of EVERYONE----- at that time I was getting up at 4:00AM---working in the office at home untill 6:00 am or so- then going out to work rooftop from 7 to 4 or so----and then inspecting roofs from 4 untill dark------------ so on the day I had scheduled to come look at his situation----- he came over and parked on the street next to my driveway to see if I came home in the afternoon----- he spent 3 hours parked by my driveway( as my wife tells me) in case I came home first before going to his house............. what he thought that was going to accomplish, I don't know.

Stephen
 
#12 ·
Not embarrassed the least bit of my house. I live in a very nice neighborhood and the house and yard are taken care of very well. In fact he may have thought, "This is why he charged me so much." I have had other businesses in the past and always used a mailbox place, no PO Box. I just like to keep my personal space as mine without customers coming along. Granted it was only just this once, but I wonder if any others have come by but not stopped. Oh well.

What I have now is a real address, not a PO Box. Of course if anyone wants to stop by they can have a nice chat with the guy that owns the place, if they stop during business hours.
 
#17 ·
I don't like customers coming to our shop, yet alone to my house. Its a distraction for everyone in the office. Most of them come by just to linger, say hi and turn a necessary 10 minutes into a 2 hour story time and operational critique.. The other problem is soliciters from suppliers dropping by. I find that annoying. We have a mailbox that we use, the real shop address is very well hidden.
 
#27 ·
I notice many here say a PO Box is bad. I can't help but think of so many large companies that use PO Boxes for their business. I also know that some companies where they have employees working out of their house have them get a PO Box for various things. So I really think the stigma, if there was one, of a PO Box is no longer a valid issue. Many people never give a second thought about what some places address is especially if it's one where they don't have a need for a store front. I mean I've never had anyone ask me for my address to see if I'm a real business or not. Heck many people that I go to their homes and do repair work never even ask for an invoice or bill. They pay on the spot. Only the people where everybody in the house works all day do I leave an invoice or for when I install a new heater.

Now I do understand about a business license or a DL that you need to have a physical real address listed but beyond that I don't get it.
 
#28 ·
You may be right and it is not THE major issue but it may be a component of someone's evaluation. If I don't know you and am not sure about your company and I can't find a 'real' address I may be suspicious.

Large companies using PO's is a non issue because 1) they always include a real address also and 2) they are well known big companies and trust is not the issue.

Rod
www.blueskyglass.net
 
#32 · (Edited)
We had one new customer stop by in 12 years. One other new customer said he came to see where we lived (he just drove by) because he was new to the area and wanted to make sure it wasn't a bogus address.

During Sandy (actually a day or two before) I emailed almost all our customers and told them that if they needed our help but had no way to contact us they should feel free to stop by. Nobody did but most thanked me for that option. They are a hearty bunch up here. :)

In the winter elderly neighbors stop by all the time to ask our son to shovel for them. One of his 'customers' stopped by today to make a payment on some yard raking he did. He has no idea what a brisk 'business' he has via word of mouth. It's kind of amazing.
 
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