When customers insist they want a quote for a small job

[ShaunCorbs]

I was told legally you cannot charge for doing the heat output calculations.
You can charge for callout though

You can as there’s companies that do this and charge you

 

[Best]

You can as there’s companies that do this and charge you

I know it is strange. From what I am also told is that information that is available to anyone, such as heat loss calculations, is not chargeable.
I see that as wrong because if a customer asks you for calculations, they should pay for it.

 

[ShaunCorbs]

I know it is strange. From what I am also told is that information that is available to anyone, such as heat loss calculations, is not chargeable.
I see that as wrong because if a customer asks you for calculations, they should pay for it.

What happens if you don’t use a free system then 😀 loop hole

 

[Welder]

I was told legally you cannot charge for doing the heat output calculations.
You can charge for callout though

Doesn't make sense. You are using your skills & experience so 100% can charge.

 

[Scott_D]

Virtually all information is available for free online

 

[Ben-gee]

And some of it is even correct, if you’re lucky!

 

[Scott_D]

If he wants you to size a rad, you will be held responsible if it’s undersized.

 

[firemant]

What do you actually expect the punter to do? Give you a blank cheque?

If you won’t give prices, are you surprised that you are short of work?

 

[Millsy 82]

What do you actually expect the punter to do? Give you a blank cheque?

If you won’t give prices, are you surprised that you are short of work?

Do you go out and quote for a tap washer? Do you go out and give a quote for half a day job?

I've always given an estimate of time and a rough idea of price for small jobs. I bet people that work in Tesco's get paid for pricing up but we should give up our free time to quote for something that we cannot hide the cost of your time going out.

 

[Ben-gee]

In the old days customers had to pay for a quote.

At least that was an honest reflection of time involved - I’m pretty sure it curbed those “ I’ll just get another quote, seven doesn’t seem enough” customers.

I have actually been asked to quote for work that the customer had already awarded to someone else “just to check it was a good deal”.
Luckily I ascertained this during the phone call and declined to go out - they had a start date the following week, so there was no chance - I did say “ well obviously I’d need a proper look but it should come in at about £3500”, for at least £5000 worth of work, just before I put the phone down.

 

[firemant]

Fair enough, to a point. So you visit the punters on the agreed day and time to fit a rad. You THEN measure up and do calculation and go to merchants? Then return and fit?

If you are not getting enough work, then you Are doing something, if not wrong, against the general practice in your area. I would say most guys DO quite for half day jobs, if materials are involved and that job is reasonably predictable.
I have never gone out to quote for repairs, but always explain HOW I charge.

 

[Millsy 82]

I did say “ well obviously I’d need a proper look but it should come in at about £3500”, for at least £5000 worth of work, just before I put the phone down.

I can just imagine the phone call to the other plumber. 🙂

 

[Ben-gee]

I agree that most customers want some idea of price especially if they haven’t used you before, and that’s fair enough.

Should be able to tell them on phone a rough idea subject to all being as one would expect, maybe tell them hourly rate too.
When you get there it should be obvious fairly quickly if something is amiss and you just need to point that out early doors and revise estimate before you get too far in - at this stage if you can slightly overdo the possible outcomes and then come in £30 less than you said you will find all is well and often they become your customer.

 

[Millsy 82]

Fair enough, to a point. So you visit the punters on the agreed day and time to fit a rad. You THEN measure up and do calculation and go to merchants? Then return and fit?

If you are not getting enough work, then you Are doing something, if not wrong, against the general practice in your area. I would say most guys DO quite for half day jobs, if materials are involved and that job is reasonably predictable.
I have never gone out to quote for repairs, but always explain HOW I charge.

I'm sure most plumbers have quite a few lengths of 15mm on the van and if the customer is supplying the radiator and even when I go round to measure up for them they dont listen when I say 1 radiator will not do the whole annexe as you will struggle to get a radiator 1mtr wide to do 4kw. I then spoke to the manufacturers and got the closest to the output as possible the customer says no I dont want one that size.

Even if you are supplying a radiator ask the customer to have a quick measure up for you as it will save them x amount and they will all be like yes i will do that now for you. Then you can take the correct radiator with you.

 

[firemant]

At the end if the day, we all find our methods. I took the professional approach - gave best advice, quoted accordingly and most punters saw I was honest and got most jobs I quoted for. I earned a good living, had very few arguments and even fewer bad debts.

(If you fit a well undersized rad, even if client supplied, without pointing out the problem - your rep will inevitably suffer by the end of the upcoming winter.)

Or you can sit at home worrying that punters are taking the pis$, and wondering where my next job is coming from.

All in my opinion, obviously

 

[Welder]

... I took the professional approach - gave best advice, quoted accordingly...

Hmm. So according to your post you are 'professional' and by implication anyone who does not do things 'your' way isn't. Let's just say some 'unfortunate' phrasing there: unless that was its point.

We all have our own strategies. We are all, well most, open to learn from the experience of others. After all, that's the whole point of this forum isnt it?

The general pubic are as diverse in their approach and needs as it is possible to be. That means, quite frankly, that NO 'one size fits all' approach to customers can ever work. What we can do on here is share what works for us, to try to help the less experienced colleagues, to share our experiences so everyone benefits rather than call others, by implication, un-professional.

Have a great day all 😎

 

[Millsy 82]

At the end if the day, we all find our methods. I took the professional approach - gave best advice, quoted accordingly and most punters saw I was honest and got most jobs I quoted for. I earned a good living, had very few arguments and even fewer bad debts.

(If you fit a well undersized rad, even if client supplied, without pointing out the problem - your rep will inevitably suffer by the end of the upcoming winter.)

Or you can sit at home worrying that punters are taking the pis$, and wondering where my next job is coming from.

All in my opinion, obviously

So where have I said I didnt give best advice or took a professional approach? In the end I went out to the person sized up the rad and told him about 20 times that we would not be able to achieve the heat output required using just 1 rad and recommended 3 rads.

I dont size a rad and then just fit a smaller one if a customer gives me the size of the room and window which a lot do because they are happy to save a few quid I then buy the rad off their sizes if when I turn up it is undersized as they haven't measured it correctly then I will take it back and get the correct sized one.

I said to the customer on the phone the same i said to the others I'd estimate it at half a day but if i feel it will take longer i will tell you straight away and it is up to you if you want to carry on with it.

Oh by the way I am honest my customers love it they love the fact I will repair their 20 year old boiler and not force them to have a new one, they love the fact i will have a chat they love the fact if i do mess up i will sort it for them no hassles. I dont sit at home worrying where my next job is coming from over the last 20 years all the companies i have worked for go quiet during the summer months but they make the money up during the winter. That's the thing about the heating industry people dont use heating when its 20+ outside.

CUSTOMERS DO TAKE THE P*SS. Why do you think I stopped going out to quote for half day jobs if I put the lost hour on the job I was more expensive as they used my quote to tell other plumbers what they wanted so they could quote over the phone or if i didnt charge them i would lose 8 hours a week and do you work a day a week for free?

I have about £1000.00 outstanding in total at the moment some of those are businesses which pay at the end of the month I think bad debt since I started is around £150.00 in 5 years isn't bad.

So please come down from you ivory tower because there are other people that run professional successful businesses besides you!

This place is getting more and more like facebook with all the my d*ck is bigger than yours sh*t

 

[Knappers]

Most of my work is within a 5mile radius, so I dont generally mind popping in to measure up if I've got the time - why not.
I did have someone get quite annoyed about me not coming out to quote for some tap repairs as I advertise free quotes but just told them £100 plus parts is your free quote!

 

[Knappers]

The whole not being able to charge for something you do is ridiculous. If you let someone know that its chargeable in advance surely you can bill them for picking your nose!
Maybe if your working on a contract to the schedule of rates but then you've agreed to work within that scope....?

 

[Millsy 82]

Most of my work is within a 5mile radius, so I dont generally mind popping in to measure up if I've got the time - why not.
I did have someone get quite annoyed about me not coming out to quote for some tap repairs as I advertise free quotes but just told them £100 plus parts is your free quote!

Problem is around me 5 miles is probably only 10000 houses which a huge chunk are holiday lets and a billion fish so my area is bigger than I'd want it to be. Not a problem because everyone in cornwall is in the same boat. But I dont want to lose an hour going to do a quote for a small job I might make a max of £150-200 out of.