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  1. #14
    Join Date
    Nov 2001
    Location
    Flat Rock, MI
    Posts
    9
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    I am new to this forum but I have ran my own service company for 35 years. There will always be crazy customers but we have to be careful putting them in that category. Sometimes your best customers are these type of people when you take care of them they are the ones telling their friends they have to use their guy. Just food for thought


    Sent from my iPhone using Tapatalk

  2. #15
    Join Date
    Aug 2009
    Location
    Beatrice, NE
    Posts
    10,089
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    Quote Originally Posted by lookgalookga View Post
    I ran into this very "special" customer yesterday...

    Back in last July during the heat wave, we got a call from this customer requesting to replace her TSTAT, i get over there the same day replaced it ,turned the system on and made sure the it's cooling and had at least 18F difference between supply and return. Charged the customer $ which is a very fair price for same day service.

    Last Sunday afternoon, I received a call from a lady requesting a service call to add some Freon and she didn't identify herself as a previous customer. I picked up and told her we don’t work over the weekend and please call us back Monday. On Monday we agreed to setup a the service for Thursday.

    Man! On Thursday morning, before it’s even hot 9 am, I was on a conference call, she called my cell 7 times and left 4 voicemails, mostly asking if I’m coming, in one of the voicemail she claimed “if I’m not fulfilling the service call she will call the police to report me”. Really!!?? So anyway, I arrived at the townhouse and immediately recognize this is that place we changed the TStat last year. I visually look the system and told her you condenser is not running that’s why it’s not cooling… at this point I really don’t want to do her business after all the phone call bombardments and threat. I asked her two times and get positive answers from her that the thermostat was “working great” all these time. So I told her since your condenser is on the exterior roof and I will need permission from her HOA first before touching it, then I left.

    Sure enough, a couple hours later, another series of phone bombardments, mostly blaming the thermostat causing the AC not working and her neighbor may “have tampered with her AC” causing it not to work. I’m fed up with her harassment, and called her back, I told her: lady. I’ve been doing this for over 15 years and never seem some have call me 12 times and left me 7 voicemail in one day” She interrupted me and said if I think she’s bothering then she won’t call anymore.

    And of course, after 20 mins(this’s after hours at 7pm), she call again and yelling at the phone and said she didn’t call me 12 time and don’t make up stories, then she hung up. This morning I looked my cellphone found a missed call from a blocked number at 1:30am…at this phone I blocked her number. This morning she left another voicemail, claiming “her brother looked at the thermostat, and confirmed it’s “bad” and she won’t call me for service anymore”. WOW, what a nut job.
    So what was it, first yo say you visually check out the system, then say the condenser is on the roof and you can't touch it without approval. So if you can't get to it without approval how did you check it? It kinda sounds to me like you are giving the poor woman the runaround. This is fine if you want to do this to your customers but just remember that you are by default representing the whole industry. If you act badly they will have a tendency to think we all do. I agree, sometimes you have to fire your customers but just tell them outright that you can't do the work or won't do it so they need to call someone else. If you want to keep them as a customer, fine, then do your best to take care of them, like contacting the HOA right there and getting permission you need, then fix it. In my case depending on the roof I would tell her sorry, I don't work on roofs.

  3. #16
    Join Date
    Mar 2015
    Location
    Hamersville, Ohio
    Posts
    7,281
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    Quote Originally Posted by jbhenergy View Post
    Spot on with this statement.
    9/10 customers, when hearing “I would be happy to come out, but you do understand it’s 150 for me to drive there and 250 an hour with a minimum of one hour. Or I can schedule you first thing Monday morning.” Is usually followed with “we’ll see you Monday morning.


    Sent from my iPhone using Tapatalk
    I Appreciate that JB.

    Charging double for those 3AM Calls caused many a Customer to realize that they could get by, until I could get there, & the ones that didn't care about the cost, made it very lucrative, to go out when the rest of Ohio, was asleep.

    And, to take the time to ask them what the Furnace/ A.C./ Electric was doing, & then ask them to try a couple of things also led to their "Temporarily" having what they lossed, & then my meeting with them the next day.
    Hos 4:6 My people are destroyed for lack of knowledge. Because you have rejected knowledge, I will also reject you, that you may be no priest to me. Because you have forgotten your God’s law, I will also forget your children.


    "You've got to Stand for Something or You'll fall for anything" (A. Tippin)


    Mat_15:24 But he answered, “I wasn’t sent to anyone but the lost sheep of the house of Israel.”

  4. #17
    Join Date
    Mar 2015
    Location
    Hamersville, Ohio
    Posts
    7,281
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    Quote Originally Posted by BBeerme View Post
    My favorite line in this industry, only been able to use it a handful of times, and only once in the last four years where I work now:

    Would you like me to leave?
    There's actually been a few over the years, that that stirred up so much crap, that I packed up my tools, & told them that I was leaving, & I did.
    Hos 4:6 My people are destroyed for lack of knowledge. Because you have rejected knowledge, I will also reject you, that you may be no priest to me. Because you have forgotten your God’s law, I will also forget your children.


    "You've got to Stand for Something or You'll fall for anything" (A. Tippin)


    Mat_15:24 But he answered, “I wasn’t sent to anyone but the lost sheep of the house of Israel.”

  5. #18
    Join Date
    Jun 2017
    Posts
    7
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    Thread Starter
    Quote Originally Posted by BBeerme View Post
    My favorite line in this industry, only been able to use it a handful of times, and only once in the last four years where I work now:

    Would you like me to leave?
    Best line ever. Thank you, BBeerme.

  6. #19
    Join Date
    Jun 2017
    Posts
    7
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    Thread Starter
    Quote Originally Posted by beenthere View Post
    In your opening post, I don't see where you say verified the thermostat was actually working. By checking the terminals or thermostat wires to see if the Y had 24 volts on it.

    Yes, I did. It's actually working, and been working for over a year. The customer admitted it's working too.

  7. #20
    Join Date
    Oct 2011
    Location
    Chicagoland Area
    Posts
    8,163
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    Quote Originally Posted by BBeerme View Post
    My favorite line in this industry, only been able to use it a handful of times, and only once in the last four years where I work now:

    Would you like me to leave?
    I used that line more than once when I used to service 7-11's. People shut up real quick.
    Officially, Down for the count

    YOU HAVE TO GET OFF YOUR ASS TO GET ON YOUR FEET

    I know enough to know, I don't know enough
    Liberalism-Ideas so good they mandate them

  8. #21
    Join Date
    Jun 2017
    Posts
    7
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    Thread Starter
    Quote Originally Posted by BNME8EZ View Post
    So what was it, first yo say you visually check out the system, then say the condenser is on the roof and you can't touch it without approval. So if you can't get to it without approval how did you check it? It kinda sounds to me like you are giving the poor woman the runaround. This is fine if you want to do this to your customers but just remember that you are by default representing the whole industry. If you act badly they will have a tendency to think we all do. I agree, sometimes you have to fire your customers but just tell them outright that you can't do the work or won't do it so they need to call someone else. If you want to keep them as a customer, fine, then do your best to take care of them, like contacting the HOA right there and getting permission you need, then fix it. In my case depending on the roof I would tell her sorry, I don't work on roofs.
    I understand your point. I normally go the extra mile for the customer if they treat us with respect. In this case, I showed up despite all the phone bombardments because I make a promise to show up on that day, but looking at the attitude and the unreasonable blame(e.g. suspecting the neighbor tempering her unit and wants me to investigate...) I realized this is not the customer to keep. I don't want to be blunt and tell her "I don't want your business." HOA is not onsite and needs to verify insurance, which will drag on for days for approval.

  9. #22
    Join Date
    Aug 2009
    Location
    Beatrice, NE
    Posts
    10,089
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    Quote Originally Posted by 2sac View Post
    I used that line more than once when I used to service 7-11's. People shut up real quick.
    I got even more aggressive than that once. A woman and I use that term loosely, was running her mouth at me before I even got through the door of her apartment. I was there to see why her unit was leaking into the apartment below. She sat on her elephant butt on the couch across the room telling me how to do my job. Finally she told me I needed to remove the unit. I started packing my tools, she asked what I was doing. I told her apparently you know more about this than I do, you fix it. She tried to stop me from leaving but didn’t get the job done.

  10. #23
    Join Date
    Mar 2015
    Location
    Hamersville, Ohio
    Posts
    7,281
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    Quote Originally Posted by BNME8EZ View Post
    I got even more aggressive than that once. A woman and I use that term loosely, was running her mouth at me before I even got through the door of her apartment. I was there to see why her unit was leaking into the apartment below. She sat on her elephant butt on the couch across the room telling me how to do my job. Finally she told me I needed to remove the unit. I started packing my tools, she asked what I was doing. I told her apparently you know more about this than I do, you fix it. She tried to stop me from leaving but didn’t get the job done.
    Hos 4:6 My people are destroyed for lack of knowledge. Because you have rejected knowledge, I will also reject you, that you may be no priest to me. Because you have forgotten your God’s law, I will also forget your children.


    "You've got to Stand for Something or You'll fall for anything" (A. Tippin)


    Mat_15:24 But he answered, “I wasn’t sent to anyone but the lost sheep of the house of Israel.”

  11. #24
    Join Date
    May 2014
    Location
    Bay Area California
    Posts
    25,450
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    We did 7-11's for a spell at the last place I worked. Some of the worst third party work ever. It was through FM, just Googled them, and nothing comes up. Guess they are out of business now.


    Quote Originally Posted by 2sac View Post
    I used that line more than once when I used to service 7-11's. People shut up real quick.
    If you were a real tech, you'd solder a relay on that board and call it good to go.

    I do a triple evac with nitro to remove non condensables.

    I use 56% silver on everything except steel.

    Did you really need the " If you were a real tech " ??

  12. #25
    Join Date
    Nov 2006
    Location
    Southeastern Pa
    Posts
    32,076
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    FYI...

    FM merged with First Service, and they are now called Vixxo.
    [Avatar photo from a Florida training accident. Everyone walked away.]
    2 Tim 3:16-17

    RSES CMS, HVAC Electrical Specialist
    Member, IAEI

    AOP Forum Rules:







  13. #26
    Join Date
    Sep 2019
    Posts
    9
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    seems bad

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