people

[hammers4spanner]

Although am busy with work can honestly say have had enough of working self employed and next year going to look at sub contracting to agencies as much much less hassle .
Apart from getting home after seven most nights and plodding through invoices and doing booke keeping til gone ten the biggest hassle is how people treat you when you work direct .
For some reason they think they can treat you and talk to you like your scum of the earth. I would say 1 out of every 3 jobs the cust is out right rude and curt .But today took some beating it beggered belief !

Had been asked to go back and look at the heating as it wont switch off from the timer , previous call from the hubby who was rude and abusive saying that i had installed boiler wrong . I explained to him thats its a control issue and you would have to take it up with the sparks as obviously a link has been left in somewhere hence why its not shutting off on heating .

Anyway been asked to go back today where wifey was there this time and as i walked in got issued how she was an energy efficiency lecturer and knows all about thermal dynamics.So immediately lets rip at me over the time clock refused to listen to me or say my piece as she decided to talk over me so now she wants me back unpaid to rewire the sparks work .(not happening )

She then decides shes bored of talking about that and abruptly stops in her tracks and rants about a combi system and how i must balance it as its to hot in the building .I reply it all works as has been comissioned gas rated , all rads work all trvs work the temps accordingly to suit to which she replies 'utter rubbish all systems need balancing so balance this system'.
I then walk round turning lockshield on off to rads that work perfectly fine .

Then aparently its balnced and working fine as to which it was in the first instance .

after that she then completely blanked me and mouthed off to the painter about me who was doing some touch ups .

Now from this years experience this is becoming more and more common practice and speaking to other trades i am not alone in getting this form of approach from custs .

So how do you guys handle this without chinning the cust (which maybe i should have done today)

 

[Leo21]

Where are you. I don't get that at all. And being self employed you can answer back to a certain extent, your the expert not them.

 

[zeebeedee]

Chin em!

 

[Guest123]

I genuinely don't get treated like that, but there's no way I'd allow anyone to talk to me like that. Haven't you seen all the signs in hospitals, offices and public buildings about courtesy being expected and abusive mannerisms not being tolerated? Bet that woman has one in her office.

Control the situation, don't raise your voice but calmy let them know that you will not tolerate abusive a abusive manner or you'll leave. Bet they change their attitude if faced with a problem boiler and the prospect of it not getting fixed or worse still having to pay someone else to fix it.

 

[AWheating]

What i would do is just walk away and ignore them. If they dont like it tell them you will only speak to them when they can be polite and adult. If they carry on the same way i would walk away after capping the gas meter and go home.

 

[villa_tom]

Remind me never to work round your way 🙂

i don't find many people rude, but I do find people want more for their money and jobs done for nothing in some instances. I feel the complaint culture is rife, I've never known it so bad. I've contracted to BG for the last 3 years with a five month gap in the middle. I've noticed a huge difference coming back a second time. I've had two complaints against me, one bloody huge one. And they are a both a complete pack of lies. It's things like this that bother me and make me sometimes think about working in a different environment.

People don't have any money a the minute and feel they can abuse the system to get what they want. People are naturally selfish and single minded and I think we are just seeing this to a greater degree during this dire financial times.

But, the way I see it, is that these types of people will get whats coming to them.

I quite enjoy working win arseholes to be honest, blind them with science and let them know who's boss, then disconnect the flue and leave the heating on 🙂

Only joking, but sod these types of people. If their happy being the way they are then so be. I can sleep nicely at night knowing I'm a decent bloke.

 

[Rickster123]

I became very cheesed off with customers this year. They seem to want the earth for not a lot of money. I got fed up with people ringing and expecting me to be there right away. Going out to boilers I'd fitted because the rads aren't working, only to find the room stat turned down. Then try and get payment. As you all may have noticed I'm not a people person at the best of times so maybe I'm better off out of it!

 

[Leo21]

But, the way I see it, is that these types of people will get whats coming to them.

I quite enjoy working win arseholes to be honest,

Wver heard, bit to much info for me fella.

 

[Mike Jackson]

I've not had any customers like that. Payment is not a problem, I write the invoice out there and then and they pay it. It's even easier now I've got the card terminal.

 

[mfgs]

I reckon in the past 18 months of working for myself, I have had maybe half a dozen people be rude. They are nearly all friendly and polite. I do need to learn to deal with the rude ones better, as I am always polite and try and sort a problem that doesnt exist. When really I should just tell them to **** off and walk out as that way it wont stress me out and annoy me as much.

 

[Millsy 82]

It always makes me laugh when I have rude customers as I try to help people as much as possible but the moment they change I change. I work for a company and had a go at quite a few customers my way of looking at it is im a heating engineer not a punchbag if they have problems they should keep it to themselves.

My most memorable one is

A bloke we were doing an install for he wanted the fire servicing as well the installer hadnt really serviced many fires so called me in. I got there looked at the fire and said see all those black marks thats been spilling like mad your lucky not to be dead big mistake as then he stood there looking over my shoulder saying "I want to know what you are doing and why you are doing it" at this point my gas manager walked in to do a check on me, My answer was "I am servicing your fire as that is what you asked me to do, If you leave me to it I will give you a full report at the end with all my findings" I thought that was a good response I knew the bloke was an bum and he kept going he then took my manager outside and complained about me this went on for the next hour as I was leaving the bloke collared me for a chat just after my manager had left and said "I think your rude and dont know how to do your job I have been using my fire for 10 years and im not dead" I tried to say something back but he interupted me "you should really work on your people skills blah blah blah" I then tried to say some thing again and he said " I havnt finished talking yet blah blah blah" my response before he could finish was "Well ive finished listening to you you C " As i walked off he said "there is no need to talk to me like that" I then ranted at him in the middle of the street for about 1 minute with the installers looking on and laughing their heads off. The bloke never complained again and I was fuming the installers asked what my bosses said when they found out and they laughed their heads off when I told them.

 

[stevetheplumber]

i give what i get anyone is rude to me i ask them if they think thats the way they would like to be treated its easyier working for your self if your working for a company you have to take it if you want to keep the job to much and i would tell then to stick their job

 

[jase158]

I always have an open mind. If they have a complaint I will investigate.
The only time I loose my patience is when they dont pay.

for instance, got a call last night (was waiting for it as system was installed wrong and I didnt tell them)

"we have had another plumber in and he says the pipework is still blocked even though you have powerflushed it) the system has got worse. you must come back as it is broke and I need heating before xmas."

I replied "I am fully booked until after xmas" and she went mad saying she had 2 kids and it was my fault, blah blah blah.

went back last night (nice as pie to my face) turned out it needed a new vent for f and e as it was sucking air in.

Walked away 3 hours later with a massive cheque and she was happy.

As a plumber you have to take the good with the bad (especially with powerflushing)

the questions isnt should you be subcontracting (you will be getting the same customers) the question is "have you had enough of plumbing?"

can you change your attitude, dont let it get you down. just remember that plumbing is difficult and anybody who shouts doesnt know there bum from there elbow!
And anybody who doesnt listen will end up paying more because they will still have to get the work done but will have caused more damage.
and finnally with the example above couldnt you try to change the way you say things. for instance, the fire is dangerous rather then your lucky to still be alice?

i am a strong believer in changing yourself rather then expecting others to change.

 

[Rickster123]

Thank you doctor phil! :wink_smile:

 

[Howsie]

I always get one of the lads to have a quiet word in the owners shell like telling them that the last person to shout at me lost a tooth.

Served her right 😉

 

[hammers4spanner]

Fact is plumbing/heating can be a big headache at times and you really dont need know all book read muppetts chirping on about how they know everything about heat loss like i had later today .
the funny fact about it all is how she and her husband never gave me a heat calc for the job , all i was asked is double up all the rads and any existing k2's make bigger .
Now they are moaning its to hot lol er no wonder , one room probably needs about 3 kilowatts yet they demanded 4 double rads in this room . told them they dont want this amount of heat but they no best !

 

[Rickster123]

I'd link the room stat out and slowly cook them to death over Christmas!

 

[julesverne]

Never had a problem with customers generally they always seem nice enough if they query stuff I always try to explain in leymans terms. But dont get custs with attitude and rudeness. It never happens

 

[stani]

I work for a company and most of side is in vicarages, these are some of the nicest people about, however there are the odd one who perhaps are not as nice as they could be, a recent new vicar to one of the vicarages I look after complained to my boss that he was not impressed with our gas engineer (me) it appears that the gas fire in the large living should have an air brick for ventilation, because all gas fires have to have one. My boss came back explained the situation re the vicars remarks, I explained that I would not interrupt one his sermons unless I was completely sure of my facts, a 4 kw fire. I also asked him to let the vicar know in the best possible terms ' you do not fxxx off the one engineer who is on call all Christmas for no heating, bursts, and then expect him to turn out to you, in the likely event he will need me before I need him.

 

[Millsy 82]

I always have an open mind. If they have a complaint I will investigate.
The only time I loose my patience is when they dont pay.

for instance, got a call last night (was waiting for it as system was installed wrong and I didnt tell them)

"we have had another plumber in and he says the pipework is still blocked even though you have powerflushed it) the system has got worse. you must come back as it is broke and I need heating before xmas."

I replied "I am fully booked until after xmas" and she went mad saying she had 2 kids and it was my fault, blah blah blah.

went back last night (nice as pie to my face) turned out it needed a new vent for f and e as it was sucking air in.

Walked away 3 hours later with a massive cheque and she was happy.

As a plumber you have to take the good with the bad (especially with powerflushing)

the questions isnt should you be subcontracting (you will be getting the same customers) the question is "have you had enough of plumbing?"

can you change your attitude, dont let it get you down. just remember that plumbing is difficult and anybody who shouts doesnt know there bum from there elbow!
And anybody who doesnt listen will end up paying more because they will still have to get the work done but will have caused more damage.
and finnally with the example above couldnt you try to change the way you say things. for instance, the fire is dangerous rather then your lucky to still be alice?

i am a strong believer in changing yourself rather then expecting others to change.

I did change my attitude before I used to take it and hate my job not wanting to upset customers now I will take a good load of grief but when they say something its like a trigger and I tend to walk away if they follow carrying on they then get what I think.

Yesterday I went out to an external oil boiler went off on the 7th the people wanted it servicing even though it wasnt working as they didnt want to pay for the first half hour (£55) to diagnose the problem as they only wanted a service the job could only be fitted in on the 12th I went out to service it and the pump was seized and low pressure in the boiler I said I will order a pump (I had already used my 15-60 during the day and it was 5.30) so I topped up the pressure and freed the pump all started circulating. I left in the morning had a phone call bloke going mad at the 18 year old girl in the office who is always very friendly and helpful she was quite obviously affected. I went back out and they had had a pipe burst in the evening due to a pipe being frozen. I didnt have Hep fittings on the van and again it was gone 5 so had to rebook itfor the next day I told the wife this and explained I would be back the next day. The next morning he phoned up first thing and went mad again at the girl in the office. I went out fitted new pump and repaired leak filled the system and the heat exchanger had obviously frozen and pin holed I said to the customer "I am very sorry but the boiler is beyond economical repair and recommend replacing it but unfortunately we would not be able to fit it in before christmas" She then started moaning at me that they had been without heating and hot water for a week my reply was "If it was a breakdown then we would have got out to you within 24 hours as that is what our company does in cold weather which would have prevented the pipework freezing and the boiler freezing I would have also got out to you during the day and not left it so late so that I would have been able to get the parts in and not left it to the evening" She responded with "You are a heartless B and you have ruined my christmas" My reply was I have been here after I finish work every night to get the job done I can say nothing more" and walked away

I believe in treating people as I would like to be treated myself but if they treat me or the girls in the office like dirt I think they deserve the same

 

[Leo21]

I did change my attitude before I used to take it and hate my job not wanting to upset customers now I will take a good load of grief but when they say something its like a trigger and I tend to walk away if they follow carrying on they then get what I think.

Yesterday I went out to an external oil boiler went off on the 7th the people wanted it servicing even though it wasnt working as they didnt want to pay for the first half hour (£55) to diagnose the problem as they only wanted a service the job could only be fitted in on the 12th I went out to service it and the pump was seized and low pressure in the boiler I said I will order a pump (I had already used my 15-60 during the day and it was 5.30) so I topped up the pressure and freed the pump all started circulating. I left in the morning had a phone call bloke going mad at the 18 year old girl in the office who is always very friendly and helpful she was quite obviously affected. I went back out and they had had a pipe burst in the evening due to a pipe being frozen. I didnt have Hep fittings on the van and again it was gone 5 so had to rebook itfor the next day I told the wife this and explained I would be back the next day. The next morning he phoned up first thing and went mad again at the girl in the office. I went out fitted new pump and repaired leak filled the system and the heat exchanger had obviously frozen and pin holed I said to the customer "I am very sorry but the boiler is beyond economical repair and recommend replacing it but unfortunately we would not be able to fit it in before christmas" She then started moaning at me that they had been without heating and hot water for a week my reply was "If it was a breakdown then we would have got out to you within 24 hours as that is what our company does in cold weather which would have prevented the pipework freezing and the boiler freezing I would have also got out to you during the day and not left it so late so that I would have been able to get the parts in and not left it to the evening" She responded with "You are a heartless B and you have ruined my christmas" My reply was I have been here after I finish work every night to get the job done I can say nothing more" and walked away

I believe in treating people as I would like to be treated myself but if they treat me or the girls in the office like dirt I think they deserve the same

Its when people try to get clever with me they lose out. Serves em right.

 

[jase158]

and thats the hardest thing, drive round the corner, go mental at a lamp post. scream and shout.
get back in van, drive home with music blaring (stops you thinking)
get home and forget all about it.

Don't let it get to you.

(easier said then done)

 

[jase158]

The thing is the customers think that we should care. we do not care and we have no reason to care.
They have not looked after there system, they have left it until the last minute, so why do I care when they call me panicking about the system not working.
you have to be thick skinned in this job or you will have a melt down

 

[Leo21]

I'm pretty loyal to my customers, but iff there not loyal to me I don't care. I'll do it for the price I want and when I want. A lot of them just don't get it, why should you put yourself out for them?

 

[jase158]

I occassionally get a call every so often.

"hi I have a toilet that wont flush, do you know whats wrong with it?"
"no I can not see it, I can come out in 2 weeks"
"ok can you give me another plumbers number please?"
"no sorry I do not know any"
"you are so helpful, not, I will not be using you again, i have completely wasted my time, thank you for nothing i.e."

Like I am suppose to be all knowing and have a yellow pages sat next to me at all times

 

[Millsy 82]

I occassionally get a call every so often.

"hi I have a toilet that wont flush, do you know whats wrong with it?"
"no I can not see it, I can come out in 2 weeks"
"ok can you give me another plumbers number please?"
"no sorry I do not know any"
"you are so helpful, not, I will not be using you again, i have completely wasted my time, thank you for nothing i.e."

Like I am suppose to be all knowing and have a yellow pages sat next to me at all times

Thats where you want one of the number of a company that charge a fortune and just laugh as you gie them the number.

 

[dancinplumba]

with an attitude like that i am surprised you get any work at all

 

[Millsy 82]

The thing is the customers think that we should care. we do not care and we have no reason to care.
They have not looked after there system, they have left it until the last minute, so why do I care when they call me panicking about the system not working.
you have to be thick skinned in this job or you will have a melt down

I like to think I care I will always try and help people out but a lot expect us to be miracle workers.

 

[jase158]

I really dont care!!
I care that my bills will be paid, my rent will be paid.
My son can have that toy he wants and I care about seeing my family on a sunday

 

[hammers4spanner]

I think my problem is taht i am to laid back and easy going , you need to be thick skinned in this game and let all the grief ride over your head

 

[dancinplumba]

how sad, maybe you should change career and become a salesman or a banker

 

[Millsy 82]

with an attitude like that i am surprised you get any work at all

I do 6-10 jobs a day and in the past 2 years I have worked for the company I work for now I have had 3 complaints 1 about my driving which was funny as it was him who cut me up then said I cut him up. 1 because I got to the customer after the agreed time because I was held up on another job and the last was by a landlord who I basically called cheap as he didnt listen to my advice and phoned me out of hours and moaned that his heat exchanger had blocked up and was going to cost him a fortune.

On the other hand I have many satisfied customers alot who have rang, emailed or sent letters in complimenting me on my good work polite manner and good time keeping, There are alot who will always ask for me to go and look at there boilers.

 

[Rickster123]

I think I started off laid back and care free but over the years it can wear abit thin.

 

[dancinplumba]

how sad, maybe you should change career and become a salesman or a banker

to jase158 not the other posters

 

[Millsy 82]

to jase158 not the other posters

Just noticed that lol.

 

[jase158]

how sad, maybe you should change career and become a salesman or a banker

Really, can you give me one reason why I should care?

 

[jase158]

how sad, maybe you should change career and become a salesman or a banker

There are people who are homeless, got no money and work 10 hours a day just to live in squats and pee in the street.
There is 20 children at school in america that got shot for no reason.
but god help you if somebody hasnt got there central heating working even though they have an immersion heater for there hot water, blankets and dressing gown to keep warm and a fireplace to heat there front room

 

[jase158]

The things that annoys me the most is that anybody who moans about a few days without heat are always trhe ones who dont service there boiler. have signs of leaks in the airing cupboard and blatently dont look after there systems

 

[dancinplumba]

because they are your customers and you are a plumber (?) if you treat all the people like the one in the example you quoted they are not going to come back to you and you give our trade a bad name

 

[Leo21]

You need some satisfaction in your work to operate surely.

 

[dancinplumba]

There are people who are homeless, got no money and work 10 hours a day just to live in squats and pee in the street.
There is 20 children at school in america that got shot for no reason.
but god help you if somebody hasnt got there central heating working even though they have an immersion heater for there hot water, blankets and dressing gown to keep warm and a fireplace to heat there front room

those are not the customers you quoted

 

[jase158]

because they are your customers and you are a plumber (?) if you treat all the people like the one in the example you quoted they are not going to come back to you and you give our trade a bad name

That example was shortened I am a lot politer then that but I can not tell people what it is on the phone. I am fully booked for 2 weeks and I do not know any other plumbers (wont recommend plumbers that I have no experience of) so what part of that is being rude?

 

[zeebeedee]

Where's the love people?

 

[tamz]

I think my problem is taht i am to laid back and easy going , you need to be thick skinned in this game and let all the grief ride over your head

What you really need is 10 faces and an intolerance of fools.

 

[Leo21]

What you really need is 10 faces and an intolerance of fools.

Ive got two chins, does that count.

 

[jase158]

how sad, maybe you should change career and become a salesman or a banker

sounds like you need a salesman if you are willing to give people advice over the phone for free, give them a phone number and get out to them within 2 weeks when you are fully booked.

Life has priorities and unless it is a previous customer that is having trouble then I try not to go out at night.
You need to have a life/ work balance. theres no point earning money if you cant spend timne with the family and spend the money

 

[dancinplumba]

I occassionally get a call every so often.

"hi I have a toilet that wont flush, do you know whats wrong with it?"
"no I can not see it, I can come out in 2 weeks"
"ok can you give me another plumbers number please?"
"no sorry I do not know any"
"you are so helpful, not, I will not be using you again, i have completely wasted my time, thank you for nothing i.e."

Like I am suppose to be all knowing and have a yellow pages sat next to me at all times

?? perhaps if you had said could you tell me what its doing ? is the water not going down the pan or is it not going into the pan ? i can fix it but unfortunately i cannot come for two weeks ?

 

[dancinplumba]

sounds like you need a salesman if you are willing to give people advice over the phone for free, give them a phone number and get out to them within 2 weeks when you are fully booked.

Life has priorities and unless it is a previous customer that is having trouble then I try not to go out at night.
You need to have a life/ work balance. theres no point earning money if you cant spend timne with the family and spend the money[/QUOTE]
agree with what you are saying here

 

[jase158]

?? perhaps if you had said could you tell me what its doing ? is the water not going down the pan or is it not going into the pan ? i can fix it but unfortunately i cannot come for two weeks ?

I never ask for toilets as they say float valve, you turn up and its the flush valve.
Also why ask all those questions when you know that you wont be out for two weeks, why not find out if they can wait for 2 weeks before asking whats wrong with it.
I am trying to help them by stopping them from having to call a few people and explain the problem every time.

 

[jase158]

if they can wait 2 weeks I normally ask further questions and give them an idea on what they can do in the mean time. most plumbers I know are a lot ruder on the phone. I am so curtious it is unbelieveable.

 

[tamz]

sounds like you need a salesman if you are willing to give people advice over the phone for free, give them a phone number and get out to them within 2 weeks when you are fully booked.

I often tell people how to fix simple things over the phone if i can't be bothered which isn't as daft as it sounds.

 

[Ray Stafford]

and went mad again at the girl in the office.

This is a real pet hate of mine.

I can't stand big brave men who think its ok to shout and swear at the girls in our office - then almost always when they are put through to me or one of the other more senior guys, they come over all sweet reasonableness.

 

[jase158]

I dont say "I can not see it" I would say "Its hard to say without seeing it, it would be better for me to come out"

never trust what they say on the phone, they say not filling up, usually means not flushing, not flushing can be anything and not working means they havent got a clue.

 

[heliotrope]

:confused5::confused5::confused5:

 

[heliotrope]

if they can wait 2 weeks I normally ask further questions and give them an idea on what they can do in the mean time. most plumbers I know are a lot ruder on the phone. I am so curtious it is unbelieveable.

What you drinking tonight?????????????

Think you need to sober up!

 

[jase158]

This forum is more stressful then my customers!! Go on here for several hours and you will be able to cope with anything!! Lol only joking. What I am trying to say is that the OP should try and chill a little, relax and stop taking it to heart. For every bad customer I have 50 good ones.

 

[SimonG]

You'll always come across an unreasonable customer now and again, and it's certainly easier to deal with them being self employed. If somebody thinks that they can have a go at me for no reason I just turn around and tell them that they can have a bill for what I've done upto now as the tools are going back in the van unless they start speaking to me how they want to be spoken to. They tend to get the point, especially this time of year.

I would like to think I'm pretty thick skinned, but I'm no mug.

Went to look at a leaking electric water heater 8.30 Friday morning, booked in Thursday night as they hadturned the mains cold water off. So 8.30 here's me knocking on the door and knocking and knocking. Sod it off back to the bathroom I was doing. Hour later phone rings, irate woman saying I should have been there an hour ago. Said I was, she told me I should have knocked louder, told her she had better find somebody else as I had better things to do than have time wasted by muppets.

 

[TBServices]

I had a "customer" complain about a labour charge on repairing her tenants boiler a few weeks ago.

She called me after I emailed her chasing payment, at which point she spouts off about the unfair labour charge for diagnosing and repairing the boiler the in same day, with no delay. I charged her £25 per hour, instead of £35, because she works for an estate agent that occasionally give me work. I told her I'd email a response as I was in car with missus on speakerphone at the time.

I knocked another fiver off the hourly rate and basically said, thanks for bleeding me dry - Out of that £20 per hour, I have to pay for GS, ACS, PLI, Van, Van insurance, Income tax and all my other business expenditure, then hopefully at the end of the month, I'll be able to pay for my mortgage, bills and put food on the table while my missus is on state maternity pay.

She paid the original invoice price.

TBF most of my custs are okay, few late payers but not many complainers/ rude people. I've learnt to avoid them.

 

[CES]

"This job would be great if it wasn't for the customers" - Don't know who first said it but they were right. I used to worry about work and would generally sort stuff out as part of my customer service, that was until I realised that no-one pays for this and I could be running around sorting everyone's problems out for nowt.
Dealing with rude and arrogant people is one of the few joys I get in life these days. As previously said one of the best reasons for being self employed is choosing what work you want to do and who to do it for. If anyone is abusive over the phone they get the "Does your phone do this?.. click brrrrrrr" message. If I arrive to a tirade of abuse I get back into the van, if I'm halfway through the job, then the gas gets capped (if I'm working on gas) and the tools packed up and I leave. We all die eventually, we don't need idiots piling on stress to help us get there faster. Chill out, stay calm and let the solicitors deal with it if need be.

 

[Plum Bob 66]

I've not had any customers like that. Payment is not a problem, I write the invoice out there and then and they pay it. It's even easier now I've got the card terminal.

Ditto, never had an abusive customer, but if they were I would just pack up tools, shut up shop and go to the next job. Lifes to short to put up with insulting, abusive behaviour when all your trying to do is earn an honest crust.