mind changers?

tamz · Feb 12, 2011

Sounds like he is ripping the pysh but you will need to deal with it. You just need to learn to be smarter with your mouth.
For future reference, when you do a quote put everything in writing you are quoting for. State that anything additional not on the quote will be charged at £X/hr. If they are supplying the materials and anything is missing or damaged which causes any holdups to your schedule, same thing £x/hr
It is nice to be nice but you will come across customers who's mission seems to be to get out of paying something or make your life a misery. Don't be intimidated by them.

turnpin · Feb 12, 2011

Tell him you need a draw down off the job as the job has over run[his fault but don`t mention this at the moment]get as much as you can then pull off the job and then say you cannot afford to come back until he has squared up his account in cash it may be time to cut your losses good luck and keep us informed🙂regards turnpin

dontknowitall · Feb 12, 2011

Horrible situation and tricky to leave with everyone happy.

I've had one or two jobs like this and have kept going - eventually I'm allowed to go. If you do everything the customer asks it does gain you one thing ... that the customer has no excuses not to pay you AND you can leave with a clean conscience that you've done your best to do things to the customer's wishes.

I had a job recently and phoned a plumbing friend of mine. He told me I was not leaving the job until I'd finished no matter how long it takes you. If you leave your reputation will spread quickly. I also got the impression that if I did stop then he wouldn't work with me or help me again.

Then he said, "We've all been there. Just treat it as education and experience and make sure you learn from it."

I found that really good advice.

Also remember that most of your customers are nice people to work for (some exceptionally pleasant and generous). There are bad apples in every part of life.

I do agree that this customer seems to be particularly picky and reading between the lines it looks as if he's looking for an excuse not to pay. My instinct tells me that I'd keep your extra work as ammunition for payment and not to mention this until things start to be messy (if they do).

Grit your teeth and hope it's over by the end of next week!!

Chin up!!!

PlumbBobBob · Feb 12, 2011

totally agree with dkia just ride the storm keeping the extra work as ammunition if there are any problems.

Avatar · Feb 13, 2011

You have to cover yourself though - I do agree about weathering the storm as well!

You may have to distinguish bettween:

A) something which isn't installed correctly or finsihed, and obviously you need to sort

B) something which is installed ok, but the custard wants to change (this is when you have to put your foot down!)

Giving out freebies usually comes back and bites you on the bum! I have fallen into that trap on my present job. You do it for 'free' and then you are being demanded to do more, or such like. In my book, never give free items of work.

Really you have to assess the nightmare factor both at the quoting stage of a job, and when it has just started. If you get the slightest whiff that there is going to be extra work items beyond the scope of your quote, then you have to make this clear on the day you start.

Once you get near the end of a job, you become more and more at the mercy of the customer, crazy or not . . .

Dannypipe · Feb 13, 2011

Customers! Who needs em? Oh yeah!

Its very tricky, if things are wrong, then you MUST put them right, regardless of how cheap the materials are, it shoudn't reflect on the finish of your fit.

I feel for you though, and have been there. I spend a long time making sure every part of my quote is detailed, and then in my terms I announce that work outside of this quote can be completed at my hourly rate.

As soon as work arrises which is outside of the quote, I flag it up.

Why did you run a new cable free of charge? It set a president that you could be mugged off. Sorry to be so blunt. You really should have flagged this up, and said,

"Look this cable needs uprating, otherwise we can't install the shower. Its not detailed in our quote. You seemed sure that it was 10mm...but no matter its no ones fault. We'll do the work as quickly as we can and record the time it takes us. Also we can buy the cable with our trade discounts, but will need reimbursment for it'".

Then they know where they stand.