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Too High Priced?

Joe Marconi
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Jeff Monson Apprentice

Jeff Monson

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I like both your stories and how they were both handled,

 

Joe, If a customer is given a detailed estimate and the work is performed in a timely matter and all was ok'd by the customer, then I stand very firm when a complaint on pricing occurs. These customers are not the ones we desire as business owners, they help pay the bills but......are usually more of a pain to deal with than they are worth.

 

I feel the blower guy was handled correctly also, I will swallow a little dia time to rid myself of a cronic complainer. I think your service manager made the best decision for your company.

 

Its a good thing there are enough good customers to keep our businesses afloat, dealing with the price checkers and the complainers constantly would put me to an early grave.

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kellyurl13 Rookie

kellyurl13

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Just wanted to add my 2 cents. When I first got into this business, 16 years ago, a wise man told me that not everyone who walks in your front door is a customer. That is why there are lots of other shops out there. Sometimes you talk politely, like the Ranger did, and invite them to go elsewhere. Sometimes it is just a personality problem. I have one customer who does not like to talk to me, but loves my partner. Doesn't hurt my feelings at all. It has always bothered me when people complain, after the repairs, about something that was explained and agreed to before.

 

The same man once told me, it is not how you handle the things you do well, but how you handle the problems that will ultimately improve your business. Boy was he right. If someone is upset, they will tell a lot of people. It is worth something to mitigate that.

 

Kelly Wilson

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