coping with impossible clients

[astrid]

How do you cope with the client who;
keeps ringing with small requests like
" we put the cabinate on an open tread stair case and we can see the unfinished underside, can you come over and stain it?"
or
I am doing a renovation, can you hang on to it for about eight months
or
I just bought new carpets can you make it white but not painted (cedar)
or
Ive been told that 150 bucks is too much to restore and reglue a chair, can you do the other 4 cheaper (but the have to match the first 2 )

aghhhh
astrid:U

[munruben]

To be honest with you, some folks are just not worth working for. You can't please some people no matter what you do and the more you do, the more they expect from you.

[Greg Q]

The answer is to always charge for those extra requirements. Since the underside of a cabinet is not typically stained, that for me would be a travel and hourly charge. Say $150.

My wife has some difficult clients-I urge her to levy an ???????? charge for them until they go away. One of them is now paying 220% of the normal hourly rate but she won't go away. She's becoming a valued customer again!

It's difficult isn't it, balancing customer's needs against your own.

Best,

Greg

[Chris Parks]

Astrid, your question is why I now work for someone else instead of myself. I was in the car repair business, cars were great, the owners were the problem.

[silentC]

"We put the cabinate on an open tread stair case and we can see the unfinished underside, can you come over and stain it?" "Sure, bring it in and I'll do it for you. How's next month?" Thinks: "they'll never turn up."

I am doing a renovation, can you hang on to it for about eight months. "I can recommend a good storage company. My policy is that any goods not picked up within 6 weeks go on eBay."

I just bought new carpets can you make it white but not painted (cedar). "No."

I've been told that 150 bucks is too much to restore and reglue a chair, can you do the other 4 cheaper (but the have to match the first 2 ). "You are welcome to take the other 4 to the person who can do it cheaper."

Simple!

[bitingmidge]

I've been told that 150 bucks is too much to restore and reglue a chair, can you do the other 4 cheaper (but the have to match the first 2 ). [COLOR=DarkRed]"You are welcome to take the other 4 to the person who can do it cheaper."

Absolutely.

I met a hairdresser in the US a few years ago who became fleetingly famous for his marketing prowess.

He was the only shop in town, so got to charge a fair amount for the work.

One of those discount shops arrived and opened opposite him, with the whole shopfront painted with an 8 foot high sign which read $3.00 haircuts.

He decided not to compete on price, arguing that his customer base was loyal and wouldn't leave. After a few months he was starting to starve, so changed his shopfront, NOT his pricing.

The new sign, in three foot high letters across the whole shop said simply:

"We fix $3.00 haircuts." Of course after that he put the others out of business, but that had to be the ending didn't it, or there wouldn't have been a story in it??

I always remember that bloke when I get offers such as the one above!

Cheers,

P
:D

[Waldo]

Ooh boy, this question comes at a good time when I had a blue with a client last night. :yes:

Client only wanted 1 concept, so I quote it and ask the client you sure you don't want two concepts, because if you only want one you only get one and one set of alterations, after that you start paying by the hour for additional alterations?

Yes I'm sure and my client can't afford more than that.

Okay.

So I start the work. Long story short - I look at various ideas and start developing my ideas. Time is ticking and the time allowed the concept is dwindling because I also have to allow for one set of alterations and final artwork yet. So I pull the plug on my idea and start another which I finish in time and I'm happy with it. My client who contracts to me for her clients doesn't like it, so effectively I say, "tough, humour me and show your client", then I say I can only work on it according to the hours I've quoted etc. which she well knows.

So then I get an email back this morning, the client now loves it. :gaah:

Whatever the job or client if they're a pain add agro money to your quotes. And another lesson - never underquote to get a job. My client does and she always loses money for every job after that.

[Wood Butcher]

Interesting about underquoting etc.

A friend of mine does fibreglass repairs. He was approached by a truck hire compamy to quote on doing regular inspections/repairs to their fleet of cherry pickers with fobreglass baskets. He didn't really want the extra work so he quoted what he claims as an absolutely ridiculous amount of money for each one. Strangely enough he got the work. Reckons the trucks are his best money earners!

[astrid]

trouble is I' too trusting and friendly
most of my clients are pretty good but some of them take your good nature for a ride.
antique dealers are the worst.
I have a very famous client in Melb who dabbles in "tarting up" old stuff (work done by me of course) and reselling at auction. he winces at every quote even if i pull the chain and quote 25% of normal.
even then I have to chase him for the money, the trouble is that basically he's a top bloke and does a lot for kids in the community.
What is the psyche of these folk?

Astrid:?

[echnidna]

some people are just plain money hungry so you'll never please them

[astrid]

had one last week.
Opened up with " I hope your not one of those people who has no time"
i want yo to come and fix some furniture that the dog chewed and a 15 foot table on site.
I own that huge house on bay street youll know it. I said 'Thats nice"
I explained that I cant work on site and only do small items
well ,he went into the biggest rant re how he would pay and how many people he employed and how arrogant us retorers were for refusing to work at his place.
I trie to explain that it was a bit like asking a mechanic to fix the engine of his porche in the shed..

in the end I hung up and got the rudest message on home phone that my kids heard.
are these people psychotic or what?
astrid:U

[patty]

the phrase "more Hassle than its worth" comes to mind exactly sometimes you will never please people, I remeber working on a new house actually big ???? mansion that i could only ever dream of any way this owner was so particular about putting Powerpoints in the center of the wall and i mean exactly in the center of the wall:rolleyes: to the nearest inch well any spark will tell ya it all depends on the frame really and if they work outthis guy wanted me to cut up some studs up out of treated pine take the noggins out the chippys had put in then re-noggin it and put the gpo in the center of the wall, I looked at the owner and asked him if he was for real and argues the fact that the powerepoint was only 100mm off from exactly where he wanted it and asked what benefit was gained :?, it only got worse if he had 3 powerpoints on the one wall it was half way between the one in the center either side,:(( After the 2 our chat and the procrastination from the owner and "huge decision making" finally i started working well it took alot longer than usual but revenge was mine at the end of it after i gave the owner the bill for the extras:2tsup:

[OLDPHART]

Used to work with a builder mate,who took up with my next door neighbour after her separation from an idiot husband who always had those schemes,you know 'If I can get this going I'll make a million out of it'
We were doing a job for a mate of hers,tall laundry cupboard,set of french doors,and she wanted a custom vanity in her downstairs bathroom,anyhow time was getting short ,around xmas shutdown time,and we couldnt get the laminate she wanted for love nor money.
What a bitch, I nicknamed her Mrs Patek, turns out she was an only child of Indian parents ,the father had started a shipping company and she had inherited all his wealth,had 22 HOUSES throughout the world and renovating and selling them was her hobby.She used to sit on the computer all day playing the stock market.She would come down in the afternoon saying things like "Had a bad day today, only made $25000,market is down"
I think these sort of people apply the same sort of principles (or lack thereof )when dealing with tradespeople.
Didn't have a very happy marriage,husband was having an affair with his secretary behind her back,though she thought she was it and a bit on legs!
What a wanker:no:

[Ianab]

well ,he went into the biggest rant re how he would pay and how many people he employed and how arrogant us retorers were for refusing to work at his place.


And you can just imagine if you had gone there and broken out the belt sander in his front room.. "Look at all this dust.. and the smell of that varnish" :C

Sometimes you just have to walk away.. or hang up...

Cheers

Ian

[Eli]

Sometimes you can't get paid enough to deal with some people. My radar's good now. If the spidey-sense is going off, I decide how much would make it worth it to deal with a PITA, and give them that price. If they bite, good for me, and shut up and do the work.

If it wasn't enough, and they still annoy me, remember for next time, and raise prices accordingly. I always did any old crap job until I decided life was too short.

When you start putting yourself where you want to be, the sun all of a sudden comes out from behind the clouds. If you shortchange yourself by being a nice guy to every one, you'll be behind the eight ball forever. If you charge enough to deal with nightmares, you can give the people who deserve it a break every so often. Your time is the only thing you don't ever get back.

The repeat nightmares are the worst, because you often have to keep raising the price, and then you're hooked into the horrible relationship you can't leave because of the steady river of gravy. But there's another layer under the surface of the river of gravy, and it's the same color, but smells worse.


PS-remember when you charge a premium price, it's only fair to fix your mistakes on your own time

[bricks]

Customers????

The less money they have= more likely to pay me,
The more money they have= less likely to pay me?:?

As for difficult customers- I try to weed out the PITA's before I do the job, I don't even quote it.

In fact I don't find myself quoting at all lately, the regulars or refferals just ring and say can you do it, when, see-ya then!

[Cliff Rogers]

I reckon that if it wasn't for the customers & the employees, I'd love my job. :D

[Ron Dunn]

Customers????
The less money they have= more likely to pay me,
The more money they have= less likely to pay me?:?


That is so true!

My woodworking is funded by my other hobby - I'm a Wedding DJ - and a general rule is, the more wealthy the client, the less fun I'll have, and the more trouble I'll have getting paid.

[bricks]

Too right , just a story for you guys,

Theres an older lady i do work for regularly- ( i think she just needs people around) Every time I go there she gives me $100, regardless of what it is I have done- we are talking some pretty basic stuff here. She won't ever accept less even if i get tough with her, she goes and hides it in my toolbox or whatever when im not looking.

So i've got a little book that goes in my glovebox now, it's got a running tally of everything shes paid me V's the expenses I've had.

I recently replaced her Hot Water service for $100, and a cold drink.:)

[Gaza]

I recently replaced her Hot Water service for $100, and a cold drink.:)

you busy tommorrow come over to my place and do mine, you are the first plumber that i have met that is a fair price.

[watson]

Bricks for Karma King!!
Luv it!

[rhancock]

My trade work is our top up money, as I study full time, look after the kids full time and work evenings, weekends and when the kids are asleep, so I charge what I think its worth to spend my time away from my children. Some customers don't want to pay, some do. Both are fine by me. But I will not undervalue my time with my kids.

[Cliff Rogers]

...I recently replaced her Hot Water service for $100, and a cold drink.:)
Good on ya. :2tsup:

[bricks]

Bricks for Karma King!!
Luv it!


Just need to clarify, I did get paid the right amount of money.

Just that It was in the "bank" so to say because Julie insists on paying me $100 every time.

Julie's breakdown of costs for labour is this


$70 /hour to work
Plus lunch
Lunch at the pub costs $15
Because the pubs made the plates smaller ( it's a conspiricy)
Hardworking men have to have two lunches
She can't buy me beer because "that's for after work"
Cool Drinks (good manners) are free.Total =$100.

Sounds logical to me?:?

But we are both happy with the arrangment:)

[astrid]

Your a sweetheart bricks,
I have my share of old darlings as well,
what goes around comes around.
astrid:U:U

[NCArcher]

I had a call out for a hot water service not working. An older lady was in quite a tizzy because she didn't have any hot water. We called in to her house to check it out on the way home from the job we were at. Myself and another tradesman. We had a look at the HWS and sure enough it was a gas one. (We are electricians) We explained that it ran on gas not electricity but we would have a look anyway. Pilot light was out. Relit it and away it went. I don't think she understood about the gas and electric but insisted on paying us for fixing it.
We protested in vain but she wouldn't let us leave without paying.
she produced a $2 coin and said "Now you share that with your friend."
I'm glad i didn't have to bill her for an hours labour and a replacement element. The shock might have done her in.

Bricks, I like Julie's accounting method. Works for me. Most of the older ladies we worked for insisted on feeding us tea and cake every 10 minutes.

[Cliff Rogers]

..she produced a $2 coin and said "Now you share that with your friend." .....
$2 was worth something 35 years ago. :D

[AlexS]

Hope you didn't spend it all in one shop, NCArcher.

[NCArcher]

I think it may have gone towards a down payment on a beer after work.
Although not strictly difficult clients we used to get called out to lots of jobs that we didn't charge for. Mostly older folk who couldn't work out how to use something. Usually stoves. I've lost count of the number of times i've had to reset the auto/man cooking buttons on St George ovens.

[astrid]

Had a good one a year or so back.

lady rang and said she had a split in one of her set of chairs and could i fix it please.

She had 12 indonisian mahogany chairs all split, filled with bog and falling to bits.

Well, I took one over to a friend of mine who has a big restoration shop to ask his advise.

His off sider took one look and fell over laughing.
after he recovered he called my mate out and he explained that she had bought two in a month back.
They had done what they could and when the woman came to pick them up she accused them of doing all the damage and refused to pay them.
he still has the chairs.
So I took photos of the two she gave me and gave them to my mate, then took my two back and told her they were unrepairabe.

When she turned up at my friends shop and demanded her chairs back, he showed her my photos.
she paid up.

funny thing was she rang two months later to ask me to fix her table.

:U
Astrid

[rsser]

Yeah, over time if you're any good and don't undervalue yourself it'll be sustainable repeat business by word of mouth.