[milohead]

I've never understood this statement. Rarely have I found is the customer ever right.
I have been building fences now for over 10 years and learned everything I know from my uncle who started the business back in '84. Most fences go up and w/o a hitch. The only call backs I'll get from previous customers is either for addition fence or repairs for damages that occurred. Except for wood.
I can't get people to understand how much tlc you need to give wood (especially in the south w/ the humidity). I advise folks during the estimate many times after the fence goes up it needs to be painted or stained once the wood has cured. After I complete the job I again remind them to take care of it. Nobody does it. They'll call back after about 6 months to say something is wrong w/ the fence and can I come out to take a look. I try to always take care of customers so I say yes. When I get there I see there is something wrong. This is whats wrong.... idiots who want to spend thousands of dollars on getting a wood fence( some times spending more on a custom job) and letting the elements take back your fence.
I pride myself on being an honest guy that does great work at a VERY competitive price. Now when customers call about the problems with their wood fence the first thing I ask is if they stained or painted their fence? If the answer is no I'll hang up. I know that is wrong but I grow tired of stupidity.
If any of you monkeys out the are going to get a wood fence do yourself a favor take care of it, you'll see your money go farther.

 

[stevew]

that's why my brother has a metal fence....fvck wood.

 

[eaterofdog]

**** wood. **** the customer. **** Marla. **** Fight Club.

 

[dante]

With the lack of repeat customers for something like a fence, you're probably spot on. True, you might be losing a little business from word of mouth, and you might try being a little nicer before hanging up, but in general you don't have anything to worry about. I think "the customer is always right" was originally a fast-food idea (?) where spending $5 to replace Tubby's burger and retaining a customer for life was far more important than saving the $5.

 

[EastCoaster]

Mention it in writing on your estimate sheet about the rec. care/upkeep.... It's advance notice to them before the job starts. They sign the esitmate at the start of the job and you've done as much as you can do... Outside of the fact that you mentioned that you verbally say it again at job completion. Always a nice reference to have handy if/when you get a call back.

I have a family member with a new construction, Smarthome equipment installation business. Computer, audio, alarm, etc., etc....
Can't tell you how many calls he receives from homeowners for things that they see as his fault. Obviously most of his work is done while the home is under roof and framed only. Things like Drywallers burying 4ft. of speaker or data cable tail behind the wall, damage (contractor or homeowner) to electronic hardware post job... on, and on, and on....

I work retail pharmacy and just let me tell you that I could go ON forever about dealing with the public day to day.....

It's beyond belief of how things got to this point for you, I, and others who perform such work.

What's right is right. I don't watch a ton of "regular broadcast TV" but whenever this type of subject comes up I always refer back to a story that I saw on 20/20 once a few years ago. John Stossel (sp?) did an article called "The Blame Game". About America always feeling like it's someone else's fault and not taking ownership of their own actions. "Caution!: The beverage that you are about to enjoy is very hot.", etc, etc. and how out of hand it has become....

It's a direct reflection on society as a whole IMO.

Remember when a family gained notoriety when they DIDN'T sue? They were in NYC at one of the major holiday parades. One of the giant floats became entangled on a street light... The light either fell or a part of it did...slightly injuring one of his family members. Everyone was astonished that, when interviewed, he said that there is NO way to control every possible scenario...what fun would going to such a parade be if there WEREN'T any floats? That yes, it could've been more tragic. But, it just flat out wasn't.
He was given high praise for his actions.

Now, yes, this topic can and probably will take on a life of it's own. And, rightfully so....

 

[mantispf2000]

Similar with me. I used to install sprinklers in Phoenix, and one of my co-workers wanted me to do a job for him. Took a bit longer than I had hoped, as I was working graveyard and had a few college classes. Finished the job, went over the timer with him, he took notes, and would then call me to say the timer needed to be re-programmed about every 3 days. He'd take notes again, and would still call. After the 3rd or 4th time, I told him I wouldn't come out, as it was his responsibility to understand his own notes and the programming process. He tried calling me out one more time, and I just used the standard "can't, have plans" excuse.

Then I went to New Zealand for 6 months.......................

 

[jekyll991]

I know what you mean, my parents own a body shop that I've work at since before I could legally be on pay roll. We give a lifetime warranty on all our work unless it's a rust repair or something similar. It is amazing what people have brought back to us claiming it is something we should have fixed or we tore up. Just last week we repaired a '90 impala that really needed a new quarter panel put in, but that would have totaled it, so we banged it out and bondoed it and made it look new. Upon picking the car up he tried to say we busted his front hubcap and a corner of his front bumper... There's been a ton of people blame us for "new" rattles/leaks that had nothing to do with repairs, we always take a look at it and then explain how it isn't possibly anything we done. It's amazing what people don't notice about their cars until someone has worked on it.

 

[drkenan]

My company subscribes to the "customer is always right" philosophy. We do absurd things for people who didn't get the experience they were expecting for whatever reason. It's definitely a hassle in the short term - and it WILL cost you money in the short term - but we're up 30% over last year. Word of mouth is a very powerful growth factor.

 

[Pesqueeb]

My company subscribes to the "customer is always right" philosophy. We do absurd things for people who didn't get the experience they were expecting for whatever reason. It's definitely a hassle in the short term - and it WILL cost you money in the short term - but we're up 30% over last year. Word of mouth is a very powerful growth factor.

You need to find a dentist with a similar policy.

 

[sanjuro]

http://positivesharing.com/2008/03/top-5-reasons-why-the-customer-is-always-right-is-wrong/

One woman who frequently flew on Southwest, was constantly disappointed with every aspect of the company’s operation. In fact, she became known as the “Pen Pal” because after every flight she wrote in with a complaint.

She didn’t like the fact that the company didn’t assign seats; she didn’t like the absence of a first-class section; she didn’t like not having a meal in flight; she didn’t like Southwest’s boarding procedure; she didn’t like the flight attendants’ sporty uniforms and the casual atmosphere.

Her last letter, reciting a litany of complaints, momentarily stumped Southwest’s customer relations people. They bumped it up to Herb’s [Kelleher, CEO of Southwest] desk, with a note: ‘This one’s yours.’

In sixty seconds, Kelleher wrote back and said, ‘Dear Mrs. Crabapple, We will miss you. Love, Herb.’”

 

[drkenan]

You need to find a dentist with a similar policy.

Actually I found one. She even held my hand the other day while I was getting a shot in the gums!

Edit: This is totally new thread material.

 

[sanjuro]

 

[mattmatt86]

In sixty seconds, Kelleher wrote back and said, ‘Dear Mrs. Crabapple, We will miss you. Love, Herb.

The owner of my bike shop subscribes to this philosophy. He will certainly bend over backwards for the right customers (ones that buy 10k TT bikes) but will also not hesitate to tell a customer off if they are being ridiculous. He has actually printed out directions to other bike shops to give to customers.

 

[sanjuro]

I think you should try to bend over backwards to help your customers, but there are some who you are better writing off.

 

[milohead]

I tried to stick to the thought but the more you strive to help the stupid the more they demand. I lost to much money in replacing materials and fuel just to make them happy. I also know the power of word of mouth and I do realize I will lose some business from not bowing to whims of those who won't take responsibilty for their own property.
Recently went on an estimate for a $20,000.00 fence and gave them a great price that would have ensured me the job. The recetionist at the front desk was a previous customer who had me install a wood picket fence about 5 years ago. Needless to say she didn't take care of it and blamed the condition on me... right in front of the man I was giving the estimate to. I wanted to choke the bitch. That is really where this rant came from.

 

[sanjuro]

I tried to stick to the thought but the more you strive to help the stupid the more they demand. I lost to much money in replacing materials and fuel just to make them happy. I also know the power of word of mouth and I do realize I will lose some business from not bowing to whims of those who won't take responsibilty for their own property.
Recently went on an estimate for a $20,000.00 fence and gave them a great price that would have ensured me the job. The recetionist at the front desk was a previous customer who had me install a wood picket fence about 5 years ago. Needless to say she didn't take care of it and blamed the condition on me... right in front of the man I was giving the estimate to. I wanted to choke the bitch. That is really where this rant came from.

This requires a bit of charm on your part, but basically you have to sweet talk her into admitting she didn't follow your specific instructions, then laugh at her with your new client.

 

[milohead]

then choke her in front of your new client.

I feel better going this rout. hahahaha, seriously.

 

[Quo Fan]

Everybody wants something for nothing. I've been working with a sewer contractor, and some of the things that the homeowners are blaming the contractor for is amazing. We photographed a damaged fence on the property line of an adjoining property, and later the homeowner claimed that the contractor damaged the fence that we photographed as being damaged a few weeks prior to the contractor being in front of the homeowners house.

 

[moff_quigley]

www.notalwaysright.com

 

[EastCoaster]

Actually I found one. She even held my hand the other day while I was getting a shot in the gums!

Edit: This is totally new thread material.

Did you get a happy ending too?

 

[EastCoaster]

I think you should try to bend over backwards to help your customers, but there are some who you are better writing off.

Total agreement with this. Because of my smart @ss comment above, didn't want to invalidate myself ....

 

[jdcamb]

Since only the retarded ones come around now. I think we may need to revise our Customer service approach. That and reduce our dependence of shiny Metal thing Marketing....

I feel like I am lying when I have to explain to you why I think you bought something. Because in truth most of the time I have no idea.. I think it is always a bad idea to point out to folks why I think they are retarded either before or after the sale.

 

[AngryMetalsmith]

Since only the retarded ones come around now. I think we may need to revise our Customer service approach. That and reduce our dependence of shiny Metal thing Marketing....

I feel like I am lying when I have to explain to you why I think you bought something. Because in truth most of the time I have no idea.. I think it is always a bad idea to point out to folks why I think they are retarded either before or after the sale.

Agreed. It requires more subtlety and skill to do it during the sale. Truly amazing what you can get away with if you say it with a smile.

 

[EastCoaster]

Agreed. It requires more subtlety and skill to do it during the sale. Truly amazing what you can get away with if you say it with a smile.

Oh yeah.... true on that statement... But one gets tired of "politely putting people in their place" after a few years of the same old thing.

 

[jdcamb]

Agreed. It requires more subtlety and skill to do it during the sale. Truly amazing what you can get away with if you say it with a smile.

My old Parole officer told me I would go back to Jail if he ever caught me smiling. I run into him now and then. He still smells like Fish?? I do appreciate the Christmas cards though....

 

[Ciaran]

Oh yeah.... true on that statement... But one gets tired of "politely putting people in their place" after a few years of the same old thing.

Absolutely. Sometimes you just need to b1tch slap the stupid people. It may not smarten them up, but it shuts them up for a little while.

 

[jonKranked]

so milohead, do you do masonry? how about moat digging?

 

[loco-gringo]

Wumpus pissed some lady off because he wouldn't return a helmet mirror to stock. She of course, did not have the packaging for it.

OK - she wasn't pissed, but did need explanation as to why people don't get to return things in condition or packaging other than original.

 

[loco-gringo]

That's just sucky, stosh.

 

[milohead]

so milohead, do you do masonry? how about moat digging?

Never fooled with masonry, not enough demand out here for columns in fencing.
Hell yeah, I'll dig a moat. Might be out there for a few months on a skid loader. What do you plan on stocking it with snakeheads, gators, or fresh water zombies?

 

[jonKranked]

Never fooled with masonry, not enough demand out here for columns in fencing.
Hell yeah, I'll dig a moat. Might be out there for a few months on a skid loader. What do you plan on stocking it with snakeheads, gators, or fresh water zombies?

well I'm gonna need a wall. A big one. With a moat. With crocodiles.


How are you with projectiles? I also require a trebuchet large enough for livestock, particularly cattle.

 

[Icantdrive65]

Add the cost of staining the fence to your bid. Don't make it an option. Then you will get outbid and won't have to deal with customers.

 

[FlyinPolack]

I usde to have that problem when making welding repairs to trailers & equipment. a year later the're wondering why everything is rusting out.
(snow plow & sander morons especially...)
So I came up with a solution: I started to paint! The funny thing is: I make more per hour to paint Vs. weld! Win/Win! Now I've actually started to get stand-alone painting jobs! (without $.01 worth of advertising)
Give the customer what they want & you'll be busier than ever! If you don't have time for the painting & staining sub it out to a painter buddy.

 

[bizutch]

Insurance companies pick and choose their customers. Geico basicly loads the boat with chum and is lucky enough to catch some bigger, better eating fish.

Progressive uses their pretentious screening process to hand pick only the choicest morsels.

I know nothing of either company's service levels, only their pricing model. But owrking for State Farm, I know we concentrate on customer service as our #1 goal.

That being said, we also make it easy to do that by carrying quality customers.

Don't think the option to hand pick your customers is there for you, so the waiver notice about staining should be in your customer contract.

 

[milohead]

This is why I don't include the price for staining/painting the fence.

 

[Ciaran]

Never fooled with masonry, not enough demand out here for columns in fencing.
Hell yeah, I'll dig a moat. Might be out there for a few months on a skid loader. What do you plan on stocking it with snakeheads, gators, or fresh water zombies?

The heads of my enemies.

 

[milohead]

I get what everyone is saying about offering the painting/staining as either an option w/ the fence or telling them that if they do not protect the fence , I will not be liable for any defects the fence WILL acquire over time. Been there done that with both. I even offered at one time a 5 year warranty for those that P/S there fence. Didn't do any good. In my time of building fences, I sh1t you not, 2 customers have done what it takes to protect their investment. 2.... I even rounded the # up. It was actually 1.5 because one jackass thought he only had to do the front.

 

[MTB_Rob_NC]

I usde to have that problem... Win/Win! Now

There is the essence of the "Customer is always right." They are asking for something, give it to them. Your ability or what seems to be an inability in this case to negotiate a fair price is a different story.

Insurance companies pick and choose their customers...

You really have no clue on how risk based pricing works do you? How long have you been doing this?

 

[thebornotaku]

Thankfully the company I work for doesn't really subscribe to that philosophy.

Yes, the customer is important, they are after all, ultimately the ones paying all of our paychecks, helping us generate business and such, but management has made it pretty clear that they're not always right.

If some asshole customer comes in my leads and my manager have all told me not to hesitate calling them over and having them escort the customer out of the building. The company would rather lose the business of some asshole than an employee. It costs them a lot of money to go through the whole hiring and training procedure again and rework everybody's schedules and such.

 

[milohead]

There is the essence of the "Customer is always right." They are asking for something, give it to them. Your ability or what seems to be an inability in this case to negotiate a fair price is a different story.


I don't know if this was directed at me or not but allow me to retort. I give very good prices and kick ass work. I don't bull**** my customers and don't allow myself to taken by customers (cause they will try). As others in this thread know what I'm saying. Everyone out there wants something for nothing and with disregard about what that person had to do to earn that money. I bust my ass for what I got and will not give it up for some lazy P.O.S who blames the world for their problems.
Its easy to give the customer what they want when the cost does not come out of your pocket. When the cost of money and time add up to 10% of what the job was originally, the "essence" of the customer is always right just smells like baby poo.