Browse Forums General Discussion 1 May 02, 2007 9:44 pm The follow is a letter I am sending tomorrow along with an invoice for an hour of my time for being stood up by repair guys who think their time is more important than ours!!!
What are you thoughts, lets keep this one going. I’m sure there are lots of you out there that have similar stories to tell. LET’S HAVE IT!!!! ********************************************* To Whom It May Concern: You are receiving an invoice for wasting my time……. On two occasions I had made an appointment to have a repair person come to my home to look at my washing machine and fridge. Friday 27th April – appointment for 9am, 9.15 came and I had to call to see what was the hold up, only to be told the person who was suppose to be coming to look at my machine was off sick for the day. And I’m a mind reader, and should know this???? No phone call was given to me to explain the problem; I had to ring you to see what was going on. So a new appointment was made for Wednesday the 2nd of March. Wednesday the 2nd of March – 9am appointment, 9.20 came, no repair man and NO phone call excusing you for such poor service. Believe it or not….some of us have just as important work as you, and need to reschedule our time to fit other appointments in, and we do not appreciate being left waiting. I suggest you buy a diary….. Bank details are on the bottom of my invoice to do a direct deposit to my account or cheques payable to Michelle Stokes. Thank you. Michelle Stokes Principal De Novo Concepts That should get their attention! Internal and External Building and Colour Consultant Online - Worldwide http://www.denovoconcepts.com Re: How much should we put up with?? 4May 02, 2007 10:06 pm Hi Ed…..didn’t think of that.
Not too late I haven’t sent it yet. Internal and External Building and Colour Consultant Online - Worldwide http://www.denovoconcepts.com Re: How much should we put up with?? 5May 02, 2007 10:12 pm Cobylee…it’s been done before!!!
Give it a go…..you might be surprised how fast things may speed up!!! Internal and External Building and Colour Consultant Online - Worldwide http://www.denovoconcepts.com Re: How much should we put up with?? 6May 03, 2007 7:27 am Good one Michelle. As you know, I've been doing the reno on my bathroom since goodness knows when. The only thing I didn't do myself was the glass splashbacks, shower screen and mirror. Trying to get the job done as efficiently as possible, I contracted the one company to do the lot. The shower screen and mirror were finally fitted yesterday, THREE months from the day I paid the deposit. All along, from measuring right through to the final fitting, there have been appointments made and broken by the company concerned. On one day alone, I received five phone calls changing plans. The complete saga is just too long and boring to write down, but if anyone wants to hear it (Don't: It's not nice) and the name of the company, PM me and I'll tell you.
Perhapa if we all started doing this, things might change. If all you can see are obstacles, you have lost sight of the goals Re: How much should we put up with?? 7May 03, 2007 8:38 am Neil, I hear it all the time from clients and people in general.
The public is fed up with the treatment they get from SOME trade….(.professionals) use that word loosely here! This company got a second go with me….that normally doesn’t happen. I give them all the boot after the first time, but they were really nice over the phone…and probably are great guys, just not real smart at running a business. Our town is full of trades people like this, and I hear so are other towns. If I ran my business like they all do….I wouldn’t have one!!! The question here is…how do they get away with it? Neil, shame you had a bad experience with the final stage of your project which up until then, was well under control. Does it look good thought? Bought the Bourbon yet? Internal and External Building and Colour Consultant Online - Worldwide http://www.denovoconcepts.com Re: How much should we put up with?? 8May 03, 2007 9:01 am My thoughts exactly Michelle...if I ran my business the same way, I wouldn't have a business for long.
It's almost finished..just waiting for a new vertical blind...going out this morning to buy something to go in the shower to hold soap, shampoo etc. It's hard to find something that looks 'just right'..and not being able to fasten anything to glass makes it harder. It needs to be something that probably will sit on the floor of the shower. I guess I'll know when I see it. Already have a few bottles of bourbon "in Stock". Now I guess you'll have to bring your camera If all you can see are obstacles, you have lost sight of the goals Re: How much should we put up with?? 9May 03, 2007 9:15 am You can buy really nice chrome shower caddies that hang from the neck of the shower head.
You’ll be surprise what’s available. You do know if you lived closer that’s a dare I would hold you too…..hahahaha Internal and External Building and Colour Consultant Online - Worldwide http://www.denovoconcepts.com Re: How much should we put up with?? 10May 03, 2007 11:32 am Good Luck Michelle,
I don't think you'll see much money in the bank though. Problem is they have the upper hand, you need it fixed, they unfortunately have the agency and maybe a monopoly. Yes they should ring - That's just the professionalism in their buisness that needs to be addressed. But having been an IT on-site field engineer for several years and working with my dad as his maintenance fitter offsider as a kid, I can see it would be hard for them to be on-time all the time. Except when a guy is sick - the old washine machine man has a dirty and very broad range of variable projects. Once he gets to the machine, via the dog, front door and people not being there for him, he then gets the machine in peices and then finds he needs another part - then what do you do, leave it in bits to make sure you get to the next appointment on time !! Meaning more travel back again etc etc. And during all this his hands are covered in muck and grease and getting out from under the machine, wiping them etc all takes time to ring the next 4 or 5 people he's going to be delayed for. then he gets dealyed on another bit, process repeated etc etc. Give and take I say and then those who are constantly unreliable you either put up with because they are cheap, do good work, etc etc. The bad guys, well they actually do go out of business. And the smart ones buy mobile computer system like mine that updates their office as to which job they're at and their office does the ring around for them if they are going to be delayed. Cheers Steve Re: How much should we put up with?? 11May 03, 2007 11:55 am Hi Steve,
Good points….but the last guy I had who unfortunately got jack of the whole thing and retired…..was great!!! Never late and very professional. I rang the wrong business, there is another company in Nowra, I just rang the wrong one first! I’m not expecting to be paid anything….I just REALLY wanted to make a point, and I understand about being late occasionally, but they are now 28 hours late with no phone call. By the way I should be able to start on your colours this weekend. I finally finished the shop fit out last night!! I’ll be in touch…. Internal and External Building and Colour Consultant Online - Worldwide http://www.denovoconcepts.com Re: How much should we put up with?? 12May 03, 2007 12:17 pm Michelle You can buy really nice chrome shower caddies that hang from the neck of the shower head. You’ll be surprise what’s available. You do know if you lived closer that’s a dare I would hold you too…..hahahaha Just arrived home from looking everywhere. I thought of one of those shower caddy things, but they just look like an 'add on" . I have a small chrome basket sticking on the wall with small suction cups, and that is just ok. I guess I don't really want to clutter the walls with stuff. I'm looking for something that looks 'right' for the shower, maybe even something that sits on the floor, perhaps porcelain, perhaps ornamental. I guess I'll know when I see it. I'd like to keep the walls totally free of anything. Big ask I know. And Michelle, if you find something, I'll send you that pic... If all you can see are obstacles, you have lost sight of the goals Re: How much should we put up with?? 13May 03, 2007 12:24 pm Well obviously your not like me….I have 2 shower caddies… heheheheh
How about a plastic coated potato basket for you, you can get them so you can add on so you can have 3 or 4 standing in the corner of the shower!!!! JUST KIDDING!!!!! Internal and External Building and Colour Consultant Online - Worldwide http://www.denovoconcepts.com Re: How much should we put up with?? 14May 03, 2007 4:06 pm I didn't see the "JUST KIDDING" at first, thought "Oh oh, Michelle has had a bad day". No Vegie baskets just won't quite fit the theme If all you can see are obstacles, you have lost sight of the goals Re: How much should we put up with?? 15May 03, 2007 5:22 pm Maybe not...... add in a bit of dirt, few potatoes in the baskets, and suddenly its kitchen/bathroom organisor and garden all in one.
If you're running short of time, take in a potato peeler, then use the loofa to scrub them up, crank up the hot water to cook them, hey dinner is done, you've had a wash, the bathroom is still tidy. Add in a few slugs to tidy it up overnight and we've suddenyl got a kitchen garden bathroom all in one. Great idea Michelle Why bother with the walls. Ohh Yeah I fogot - the neighbours might look at us. Definaitely kidding. Re: How much should we put up with?? 16May 03, 2007 7:29 pm Yak_Chat Maybe not...... add in a bit of dirt, few potatoes in the baskets, and suddenly its kitchen/bathroom organisor and garden all in one. If you're running short of time, take in a potato peeler, then use the loofa to scrub them up, crank up the hot water to cook them, hey dinner is done, you've had a wash, the bathroom is still tidy. Add in a few slugs to tidy it up overnight and we've suddenyl got a kitchen garden bathroom all in one. Great idea Michelle Why bother with the walls. Ohh Yeah I fogot - the neighbours might look at us. Definaitely kidding. If all you can see are obstacles, you have lost sight of the goals Re: How much should we put up with?? 17May 03, 2007 8:39 pm Hi Michelle,
Yeah it can be bloody frustrating and annoying. I really believe in giving businesses honest feed-back. I let any tradies I use know how I have felt about their service. I too doubt whether you will see any payment if you invoice them, but if you carry on loud enough, they might provide their service free or at a discount (keep the fingers crossed). Incidentally, in Perth there is a large plumbing and electrical business called G.A. Perry. They have a pretty consistent advertising campaign on the radio and their USP is "we arrive on time or the first hour's free"! Obviously, they have realised how peeved customers get waiting around all day for a tradey, and are capitalising on it. Of course, their guarantee does have some clauses that make it pretty rare to have to honour the free hour thing, (I think they say they'll arrive within one hour from the appointed time). As a tradey myself that has anywhere from 2 to 6 bookings in an average day, I can relate how difficult it can be to stick to a tight schedule. I find that there can be all kinds of hinderances that can hold me up, and affect times. What I always try to do though is keep customers advised, and call ahead of an appointed time if I am running late. But sometimes even with the best intentions, I have ballsed up occasionally! I may call and have the wrong number, get addresses wrong, various human failings that can put a spanner in the works. But I always try to run my business with integrity, and I find people are (mostly) quite forgiving when they see that I care about their time and apologise if I've let them down. One thing that is often frustrating for me is people who fail to honour their end of an appointment. There are times that I've driven across town to be at a job, and they have forgotten, or are late themselves. If it is the first job of the day, this can put me behind for all the rest of the day. Then I get in to the property to find they have misrepresented their needs and I have to take an extra hour on the job!!! When quoting over the phone, I always try to be quite clear and reiterate times and prices. Amazingly, when I state clearly that I will be at XXXX between 9 and 9.30am, people seem to remember selectively and 9 o'clock sticks in their head. The same goes with prices... after making a clear point that I have given a price ESTIMATE based upon their description and will confirm on inspection, I arrive and they reckon I QUOTED $XXXX. So, my point is, clear communication is imperitive to avoid misunderstandings and upsets. But when dealing with any company or service, you soon get an idea of their way of dealing with people. You can forgive a human error once, but after that, tell them you are ** off because XXXXXXXX and use someone else. Ash. trades 18May 03, 2007 8:52 pm Lack of accountability is a nightmare and unfortunately tight market is not helping us customers.
I have ordered from the same company security screens and blinds. They were screaming for deposit to order, then they have send us a letter - Please pay the rest so we can install the security screens. And it was always next week, then when the windows will be cleaned, then the day before handover it wasnt done yet. So there is nothing worse than me upset... I have called and ask for the owner. I said to him that I dont care how he will do it but the security screens have to be on the house, otherwise I am postponing the handover and start a huge fight. The security screen were installed an hour before handover... So I had to give them a lesson with blinds. I paid them two months after installation. Unfortunately for them they have fotgotten to produce blinds for one small window and I refused to pay. We, as a customer we have to be asertive. We have to expect the certain level of service. They have to know we do not accept ******* jobs and will make a bad addvertisement for every stuff up. cheers kate Re: How much should we put up with?? 19May 04, 2007 9:08 am We, as a customer we have to be asertive. We have to expect the certain level of service. They have to know we do not accept ******* jobs and will make a bad addvertisement for every stuff up.
+++++++++++++++++++++ Well said, and if everyone took this approach to customer service there would be less shotty business‘s around. Internal and External Building and Colour Consultant Online - Worldwide http://www.denovoconcepts.com Re: trades 20May 04, 2007 9:36 am kasiakm We, as a customer we have to be asertive. We have to expect the certain level of service. They have to know we do not accept ******* jobs and will make a bad addvertisement for every stuff up. Amen, sister! LOL I've been waiting 6 weeks for an answer from my broker (and the bank) regarding a 'small' problem of money going missing for construction. 6 weeks, I tell ya. Unfortunately I'm getting to the point of becoming one of those 'nightmare clients'. I don't want to be one of those but I think I'll have to just to get some answers. I am also contemplating forwarding an invoice to said broker if construction is delayed and our builder charges us fees. [sneakersss] 0 9796 I’m loving the potential versatility and practicality of a bench seat in a shower. Anyone had one of these done recently? Not sure if they are straight forward and easy… 0 747 7 11928 |