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Posted: 2/24/2021 8:10:41 PM EDT
[#1]
Quote HistoryQuoted: I act like an adult, realize shit happens, and reschedule. |
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Posted: 2/24/2021 8:15:07 PM EDT
[#2]
Quote HistoryQuoted: It was us. I had a massive migraine. We ALWAYS call. We give a 2 hour time window. 90% of the time we make it in that window. If we are going to be late, we call. This call in question was an undercounter refrigerator that was in a bar. It is working but forming frost on the back wall. Its a design flaw and the repair is simple. I just have to disconnect a sensor. My wife called the customer and told her "I am sorry but my tech has a migraine and asked if he can reschedule" She called the customer at 1300. Her service call was between 1400 and 1600. Customer just TEARS into my wife saying "I WAITED ALL DAY FOR YOU!!" (well first of all if we gave you a time frame from 1400 to 1600, there is no reason to "wait around all day" and we are calling you an hour ahead so you dont have to "wait around all day") Customer got really angry and demanded someone be there today. I am a one man show so that is physically impossible. Customer ended up rescheduling and then cancelling the call altogether (Good riddance) Quote HistoryQuoted: Quoted: I am impressed that they bothered to call you, reschedule. This call in question was an undercounter refrigerator that was in a bar. It is working but forming frost on the back wall. Its a design flaw and the repair is simple. I just have to disconnect a sensor. My wife called the customer and told her "I am sorry but my tech has a migraine and asked if he can reschedule" She called the customer at 1300. Her service call was between 1400 and 1600. Customer just TEARS into my wife saying "I WAITED ALL DAY FOR YOU!!" (well first of all if we gave you a time frame from 1400 to 1600, there is no reason to "wait around all day" and we are calling you an hour ahead so you dont have to "wait around all day") Customer got really angry and demanded someone be there today. I am a one man show so that is physically impossible. Customer ended up rescheduling and then cancelling the call altogether (Good riddance) Meh, as the saying goes " depends who's ox is being gored ". I am one of those who gets really pissed off when someone does this. My time is just as valuable as yours. Sitting around all day, planning a schedule, making arrangements and then not having someone show up would tick me off too. Do you...... tell your customers that you are a one man show? That if something happens you do not have the ability to send someone else? If a customer left you a note on the door saying " oh I had to leave. Had something I needed/wanted to do. Sorry I may or may not reschedule ." How would that go over with YOU ? After you set your day around that appointment? Would you send them a bill for a minimum charge for just showing up? Most services do. The " there is a $69.00 charge for the tech to show up and then the hourly rate and parts are added to that" kind of thing. I think you would be pissed if the shoe was on the other foot in all honesty. |
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Posted: 2/24/2021 8:17:02 PM EDT
[#3]
I’m building a house. I’d love to get a phone call, email, smoke signal, or just about anything if they aren’t going to show within a couple weeks of when they were supposed to.
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Posted: 2/24/2021 8:17:12 PM EDT
[#4]
I did commercial/residential electrical service for a decade
I always hated bumping residential calls because there was a high chance that someone was using vacation time to wait around. (I also really hated residential calls in general but I digress) If I indeed did need to cancel I’d toss them a freebie or two if they actually allowed rescheduling the call. Everyone loved a free USB charging outlet installed, an LED bulb or two, or some minor thing fixed on the house for their trouble. Always got return customers |
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Posted: 2/24/2021 8:17:58 PM EDT
[#5]
I am an adult and do residential service myself. Shit happens. Jobs run long, emergencies pop up, people get sick, life happens.
Have similar stories from my years in the field. Oddly, the problem children are usually not my big clients, it is the little fishies that make the most noise. ETA: Personal favorite are people who are too fucking dense to understand arrival windows. "I will be there between 10 and 2" does not mean "I will be there at 10 and done/gone by 2". Always nice when you show up at 1:30, find something that will take 3-4 hours to fix and 20 minutes later the homeowner is all angry at you. "Are you done yet, I have to be somewhere (30 minutes away) by 2:30. Ummmm. I am fortunate enough that most of my clients are long timers. A lot of my service work gets scheduled and they respond with "Ok, cool, I am out of town this week, you have the garage door and alarm code. Do your thing and send me a bill. If it is going to be more then $5k, give me a heads up" |
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Posted: 2/24/2021 8:19:58 PM EDT
[#6]
Functional adults will choose A.
GD will choose B and C while blading at 45 before pissing on someone to assert dominance. |
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Posted: 2/24/2021 8:20:16 PM EDT
[#7]
Shit happens, giving a heads up ahead of time makes it better.
But no poll? Going with B on that issue 
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Posted: 2/24/2021 8:23:43 PM EDT
[#8]
Quote HistoryQuoted: Functional adults will choose A. GD will choose B and C while blading at 45 before pissing on someone to assert dominance. Yeah the whole " no harm no foul attitude " is expected huh? Well, I suppose if the shoe was on the other foot, the tech would also be expected to waive the " I showed up fee" right. As a functional adult. 
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Posted: 2/24/2021 8:25:00 PM EDT
[#9]
Quote HistoryQuoted: LOL... "BBB"... Toothless paper tigers. When a customer says "I'm gonna call the BBB on you!" I tell them "Hang on, I'll get you their number" Can someone make a BBB complaint against you if you didn't pay to be a member of the BBB? |
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Posted: 2/24/2021 9:26:37 PM EDT
[#10]
Quote HistoryQuoted: I run a service staff. Shit happens. Option A. IT SURE DOES. I never judge service on the one visit from the Fuckup Fairy. It happens. Bitch haunts my life at work too. I've personally cancelled appointments for migraines, sickness, and injury. These things happen to people. I will judge on what happens after that. Good service will own it and push harder for a successful outcome. Bad service will make their problem my problem, and the problems will be legion. And then there's the issue of dealing with the call center or secretary... It aint their fault. Taking a case of the ass at them over it is churlish and incredibly counterproductive. I have gotten so much further in life being nice to the people on the other end of the phone. For a one man shop, there's every chance that the "secretary" is the tech's wife. People don't generally do their best work for you after you insult and antagonize their wife.
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Posted: 2/24/2021 9:28:06 PM EDT
[#11]
Quote HistoryQuoted: I act like an adult, realize shit happens, and reschedule. This is correct. |
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Posted: 2/25/2021 2:36:57 AM EDT
[#12]
Quote HistoryQuoted: Meh, as the saying goes " depends who's ox is being gored ". I am one of those who gets really pissed off when someone does this. My time is just as valuable as yours. Sitting around all day, planning a schedule, making arrangements and then not having someone show up would tick me off too. Do you...... tell your customers that you are a one man show? (Yes we do) That if something happens you do not have the ability to send someone else? (It rarely happens but you as the consumer assumes that risk) If a customer left you a note on the door saying " oh I had to leave. Had something I needed/wanted to do. Sorry I may or may not reschedule ." (First of all, Customers HAVE left notes on the door saying they had to leave. Understandable, emergencies come up. Second, they have NEVER said "Sorry I may or may not reschedule" and WE have never said "Sorry, we may or may not reschedule" That was just a silly made up statement on your part) How would that go over with YOU ? After you set your day around that appointment? Would you send them a bill for a minimum charge for just showing up? (Never sent them a bill) Most services do. The " there is a $69.00 charge for the tech to show up and then the hourly rate and parts are added to that" kind of thing. (It actually DID happen to us two weeks ago with the flooring installers. They could not make it and we moved it to next week... Shit happens) I think you would be pissed if the shoe was on the other foot in all honesty. (Then you would be wrong, because as I just showed you it did happen to me and yeah, it wasn't the outcome I hoped for but at the end of the day, I got a new floor and life moves on) |
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Posted: 2/25/2021 2:47:05 AM EDT
[#13]
Quote HistoryQuoted: Can someone make a BBB complaint against you if you didn't pay to be a member of the BBB? Quote HistoryQuoted: Quoted: LOL... "BBB"... Toothless paper tigers. When a customer says "I'm gonna call the BBB on you!" I tell them "Hang on, I'll get you their number" Can someone make a BBB complaint against you if you didn't pay to be a member of the BBB? No one cares. I sure as shit dont care if my plumber or electrician comes to my home with that on their vehicle. I go by word of mouth. I just met up with a GREAT plumber that did such a great job on my home, I stuck his card in my invoice book for when my customers ask me for a plumber referral. All my work is referrals and people wait for me for 3+ weeks Like I said... Customer wants to call the BBB, I will get you their number If the customer wants to take me to court, If I am right, I may take the challenge BUT If the customer wanted to take me to my licensing board, "HOLD THE FUCKING PHONE LETS WORK THIS OUT!" LOL... The KEY to it all, Put that fire out before it gets to that point. I will work with anyone and if I screwed up, I am first to apologize and make it right. I have returned service calls to people and I have eaten the labor costs on jobs just to save my name and hopefully, keep the customer in the long run. The words "I am sorry. Let me fix this for you" goes a long way. |
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Posted: 2/25/2021 2:50:25 AM EDT
[#14]
Quote HistoryQuoted: Yeah the whole " no harm no foul attitude " is expected huh? Well, I suppose if the shoe was on the other foot, the tech would also be expected to waive the " I showed up fee" right. As a functional adult. THAT is how a "functional adult" runs a business. |
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Posted: 2/25/2021 10:11:48 AM EDT
[#15]
Quote HistoryQuoted: IT SURE DOES. I never judge service on the one visit from the Fuckup Fairy. It happens. Bitch haunts my life at work too. I've personally cancelled appointments for migraines, sickness, and injury. These things happen to people. I will judge on what happens after that. Good service will own it and push harder for a successful outcome. Bad service will make their problem my problem, and the problems will be legion. And then there's the issue of dealing with the call center or secretary... It aint their fault. Taking a case of the ass at them over it is churlish and incredibly counterproductive. I have gotten so much further in life being nice to the people on the other end of the phone. For a one man shop, there's every chance that the "secretary" is the tech's wife. People don't generally do their best work for you after you insult and antagonize their wife. I'm on the opposite spectrum. I supervise a crew of techs for a very large apartment community. The gambit of shit we go through from some of our residents is mind boggling. It was worse when I worked in sec 8 housing. I've come to the conclusion that no matter your " status " some people are just assholes. Lol. This covid mess has been a train wreck on appliances and parts and it's caused some headaches on my end for sure. |
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Posted: 2/25/2021 12:39:25 PM EDT
[#16]
Quote HistoryQuoted: I'm on the opposite spectrum. I supervise a crew of techs for a very large apartment community. The gambit of shit we go through from some of our residents is mind boggling. It was worse when I worked in sec 8 housing. I've come to the conclusion that no matter your " status " some people are just assholes. Lol. This covid mess has been a train wreck on appliances and parts and it's caused some headaches on my end for sure. Quote HistoryQuoted: Quoted: IT SURE DOES. I never judge service on the one visit from the Fuckup Fairy. It happens. Bitch haunts my life at work too. I've personally cancelled appointments for migraines, sickness, and injury. These things happen to people. I will judge on what happens after that. Good service will own it and push harder for a successful outcome. Bad service will make their problem my problem, and the problems will be legion. And then there's the issue of dealing with the call center or secretary... It aint their fault. Taking a case of the ass at them over it is churlish and incredibly counterproductive. I have gotten so much further in life being nice to the people on the other end of the phone. For a one man shop, there's every chance that the "secretary" is the tech's wife. People don't generally do their best work for you after you insult and antagonize their wife. I'm on the opposite spectrum. I supervise a crew of techs for a very large apartment community. The gambit of shit we go through from some of our residents is mind boggling. It was worse when I worked in sec 8 housing. I've come to the conclusion that no matter your " status " some people are just assholes. Lol. This covid mess has been a train wreck on appliances and parts and it's caused some headaches on my end for sure. Here in Southern California, you can drive to the ocean and see over 110 cargo ships just bobbing out there waiting to be unloaded. There are over 130 more on their way. Friend of mine is a longshoreman and he said they are so backed up right now. At that time there were over 800 of those guys out sick due to C19. Manufacturers were on skeleton crews so product is not moving as fast as it should. |
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Posted: 2/25/2021 12:58:03 PM EDT
[#17]
Quoted: You are waiting for your service company to come out. Non emergency call. (Not a gas or water leak, Not a "No Refrigeration" issue) You get a phone call from their office about an hour before your time of service and the technician now has to reschedule for health reasons. They apologize, Unforeseen circumstances, Doesn't feel well. Do you A: Understand and reschedule? B: Get pissed and berate the office staff? C: Other Combination of those. "Get pissed", but "Understand" so I "reschedule" without trying to "berate" anyone. Things happen. [shrug] 
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Posted: 2/25/2021 1:07:39 PM EDT
[#18]
Quote HistoryQuoted: Same here. No matter what, I can show proof that the parts are on back order and it doesn't matter to the customer. "There has got to be one of these SOMEWHERE in the country that you can find. You are just not looking hard enough" Here in Southern California, you can drive to the ocean and see over 110 cargo ships just bobbing out there waiting to be unloaded. There are over 130 more on their way. Friend of mine is a longshoreman and he said they are so backed up right now. At that time there were over 800 of those guys out sick due to C19. Manufacturers were on skeleton crews so product is not moving as fast as it should. Quote HistoryQuoted: Quoted: Quoted: IT SURE DOES. I never judge service on the one visit from the Fuckup Fairy. It happens. Bitch haunts my life at work too. I've personally cancelled appointments for migraines, sickness, and injury. These things happen to people. I will judge on what happens after that. Good service will own it and push harder for a successful outcome. Bad service will make their problem my problem, and the problems will be legion. And then there's the issue of dealing with the call center or secretary... It aint their fault. Taking a case of the ass at them over it is churlish and incredibly counterproductive. I have gotten so much further in life being nice to the people on the other end of the phone. For a one man shop, there's every chance that the "secretary" is the tech's wife. People don't generally do their best work for you after you insult and antagonize their wife. I'm on the opposite spectrum. I supervise a crew of techs for a very large apartment community. The gambit of shit we go through from some of our residents is mind boggling. It was worse when I worked in sec 8 housing. I've come to the conclusion that no matter your " status " some people are just assholes. Lol. This covid mess has been a train wreck on appliances and parts and it's caused some headaches on my end for sure. Here in Southern California, you can drive to the ocean and see over 110 cargo ships just bobbing out there waiting to be unloaded. There are over 130 more on their way. Friend of mine is a longshoreman and he said they are so backed up right now. At that time there were over 800 of those guys out sick due to C19. Manufacturers were on skeleton crews so product is not moving as fast as it should. The supply chain stuff is really starting to aggravate my clients. Most of them are very wealthy and very used to getting what they want, when they want it. I keep having to tell people that this problem isn't one that can be solved by shoveling money at it. This does not compute for many of them The painful part is even with the lead times, suppliers are liars. I have ~$20k worth of gear sitting here waiting on 11 fairly inexpensive items. I was told 6 weeks ago they would be here in 3 weeks (normally get them 3-4 days) and so I gave the client a tentative start time. Then they told me 3 more weeks. Now I am being told 3 more weeks. Client has a mad, other projects are getting logjammed and there ain't a damn thing I can do about it. If they would have told me 9-12 weeks, I would have scheduled accordingly. |
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