Hi All,
I hope someone can give me some direction on an issue I’m having with a client. Being a little confused on what falls under the warranty category vs. just downright home maintenence, I have an old client who refers me very highly to others but, on the other hand, feels compelled to call me regarding her home which I completed 5 years ago for some pretty ridiculous issues. As I value her opion of me and my work very much, I feel inclined to bend a little too far on her “warranty” calls and feel as if I’m being taken advantage of. I mean, when somone calls you and says that when she pulled the clothes washer hose out of the drain and got black tarry water all over the laundry room I tried diplomatically to explain that this was obviously an appliance issue. There have been several other such calls but now I’m being asked to send my plumber to her house because her jaccuzzi tub faucet is loose and “never has been tight” and my plumber was already summoned a year ago for the same issue and tightened it. Can someone please advise me on how this stuff should be handeled without jeopardising my good standing? Also would like a good resource for what is and is not a warranty issue.
Thank You,
Phil
Edited 10/2/2006 8:37 pm ET by hiline
Replies
rock and hard spot,does she refer you to some decent jobs?if so i would just bank 5% of the next job she refers to you to help take care of her and to buy yourself a beer to help with the frustration. have you run a ad in the yellow pages lately? 800 a month,maybe a couple of good leads,word of mouth,priceless.i had a bodyshop for 25 years and i can relate. i had one guy that was such a rolling billboard,that about every 2 years i would buy a new alarm system from him[even though i didn't need it] just to keep him telling his friendsabout my shop!larry
hand me the chainsaw, i need to trim the casing just a hair.
are you the preffered person to answer to her needs...
she may be using her house in a "Munchhauser" aspect..
Life is not a journey to the grave with the intention of arriving safely in a pretty and well preserved body, but rather to skid in broadside, thoroughly used up, totally worn out, and loudly proclaiming
WOW!!! What a Ride!
Forget the primal scream, just ROAR!!!
Phil,
You know what cash flow she's given you over the last 5 years. Offer her a maintenence contract at about half her average, with a part$ limit.
A visit each 6 months. Set up your email to auto mail her and you a reminder. Have her reply with a list. Schedule at your convenience.
Emergencies or other calls at $XX/hr + materials.
If you can fix it with a hammer, a pair of pliers, a screwdriver, and a 10" crescent, it's maintenence.
Be positive. Look outside your box.
Edited 10/2/2006 10:11 pm by SamT