What do you do about difficult customers?

[sixdogs]

Let me add to my earlier post and say that a good customer knows what things cost, in a moral sense, and doesn't haggle about it that much because they know the downside of cutting corners,. Early on, I had one repair job that I was doing as bargain for a guy that screwed up my dirt work and it just wasn't working and he knew it. I was not happy and needed to bring other equipment in but was trying not to for cost reasons since we had already spent a lot first time around.

Anyway, the job wasn't what I wanted and would have always been not right. He brought it up and I explained I wasn't happy and needed more equipment but was trying to save him the $$ because he is notoriously tight. He said, first I want it done right and second I want it done cheap so spend what you have to do it right. I did and we are best of friends today. The job turned out perfect and he is thrilled. The price was long forgotten but the value is there every day.

 

[goeduck]

I have always been of the firm opinion that some customers are best serviced by your completion.

 

[Howling]

Some clients are better help by others. The art is leading them believe they made the choice to go elsewhere. "Bob is a much better fit for your needs". (Apologize to Bob later).

As others have said listen to what the potential client states and asks. If initial questions ask (or state) rates/prices I will tell them to comes back when they want quality work. There are always folk willing to work cheaper then you. Cleaning up after the cheap bidder can be profitable, if you want to do it. (Do it right the first time, or do it right he second time).

Advise I got early on with consulting. If the jump immediately to go ahead you under quoted. If they walk way you over quoted. If they flinch slightly and give you the go ahead you hit the right price point.

Life is too short to work with idiots. And I will tell clients that.

 

[PILOON]

Some times it is better to walk away early and eat the few hours into a job than finish it up to find you will never get paid anyway.

Those type trouble makers often never intend to pay from the get go.
Unfortunately often it is those that seem to be the better heeled ones.

Just because he drives a Jaguar, BMW or Benz does not mean he pays well.

 

[PILOON]

LOL, I once had a (well healed) client* that pleaded for a 'good deal' saying that he'd send me all his friends in exchange for a great deal.
LOL, my reply was that if they were all cheap like him, no thanks!

*and then we were chasing him 5 months later to get paid and usually he'd try for a 'cash discount' as well.

PS, thankfully he never came back.

 

[EddieWalker]

I couldn't disagree more, if a customer is paying the bill, he's right even if a house is built wrong, if someone is paying you to do a job, he's right.

When I walk into a auto parts store like I did today, (a well known one) to buy a oil filter thinking that like a Purolator oil filter only has one version, so the salesperson gets me the basic version, I get down the road and open the box then notice this isn't the one I wanted, so I go back and ask them why they didn't tell/ask me about which one I wanted, which was Purolator ONE, they go well all you said was Purolator, which I did, not knowing that Purolator had a basic oil filter version. If I was the salesperson I would've said sorry and NOT give the PAYING customer STATIC like they did, no wonder more people are buying online, I've gotten better service at Walmart and Amazon THE PAYING CUSTOMER IS ALWAYS RIGHT, if you disagree put me on your ignore list.

One of my biggest challenges as a contractor is figuring out what a client is wanting. They say things that make no sense to me, or use words to describe what they want, but then while talking to them more about it, I find out that they misspoke and didn't mean what they said. The English language is very vague in so many ways, and understanding each other can be very difficult.

 

[Richard]

One of my biggest challenges as a husband is figuring out what the wife is wanting. They say things that make no sense to me, or use words to describe what they want, but then while talking to them more about it, I find out that they misspoke and didn't mean what they said. The English language is very vague in so many ways, and understanding each other can be very difficult.

:thumbsup:

Not to thread crap but I couldn't help to jump at the opportunity!

Note the minor word change....you really nailed my wife. (saying things that make no sense until you pick it apart and ask for clarification 2-3 times.... and she still gets upset that I should have known what she meant (in spite that what she meant was diametrically opposed to what she actually said)

Back to the thread....

 

[LD1]

Some jobs are best to just decline if the "potential" customer is being problematic.

My contract work is brushhogging. I have a minimum of $175 to even load up and show up.

On an average 4-8 acre job.....I typically come in at ~$50/acre. And my advertisement says that. "prices typically around $50 per acre" and it also says "minimums apply"

You be surprised at the number of calls I get, from someone who's mower broke and lawn got away from them, and want me to drive 30-40 min one way to mow for them. I quote $175. Most have no issues. They need to get it done and reclaim their yard. But every once in awhile someone will blow their top, say things like "what about $50 per acre". Seriously.....if you think I am gonna spend an hour and a half on the road and 30 minutes mowing for a measly $25 you have got another thing coming. I have even had some try to tell me that my advertisements were misleading and false advertising. I simply ask them where they learned reading comprehension from and if they failed miserably.

I have others on occasion that want to barter my price. Call me up wanting a quote on 6 acres.......factor in drive time.....and give them a price for say $300. they ask "well can you do it for $250"?.......Um no...but I can do $350:laughing: .If I could do it for $250 thats what I would have quoted you. "well the last guy was doing it for $200". Great....call him. Well he isnt doing it anymore..........Gee......wonder why?

Bottom line, I am in business to make money. Its not my day job. So I dont "depend" on the income. So if the price isnt right.......I'll pass rather than deal with a headache. Eddiewalker hit the nail on the head that most "potential" customers will give plenty of advance notice that they are going to be a problem. All you got to do is listen

 

[sixdogs]

I had a guy offer me a camel as collateral one time that I was pretty sure to collect on. Wife nixed that deal.

 

[4570Man]

Some jobs are best to just decline if the "potential" customer is being problematic.

My contract work is brushhogging. I have a minimum of $175 to even load up and show up.

On an average 4-8 acre job.....I typically come in at ~$50/acre. And my advertisement says that. "prices typically around $50 per acre" and it also says "minimums apply"

You be surprised at the number of calls I get, from someone who's mower broke and lawn got away from them, and want me to drive 30-40 min one way to mow for them. I quote $175. Most have no issues. They need to get it done and reclaim their yard. But every once in awhile someone will blow their top, say things like "what about $50 per acre". Seriously.....if you think I am gonna spend an hour and a half on the road and 30 minutes mowing for a measly $25 you have got another thing coming. I have even had some try to tell me that my advertisements were misleading and false advertising. I simply ask them where they learned reading comprehension from and if they failed miserably.

I have others on occasion that want to barter my price. Call me up wanting a quote on 6 acres.......factor in drive time.....and give them a price for say $300. they ask "well can you do it for $250"?.......Um no...but I can do $350:laughing: .If I could do it for $250 thats what I would have quoted you. "well the last guy was doing it for $200". Great....call him. Well he isnt doing it anymore..........Gee......wonder why?

Bottom line, I am in business to make money. Its not my day job. So I dont "depend" on the income. So if the price isnt right.......I'll pass rather than deal with a headache. Eddiewalker hit the nail on the head that most "potential" customers will give plenty of advance notice that they are going to be a problem. All you got to do is listen

I have had several people blow their top when I quote $65 plus a dollar a mile to deliver a rick of firewood. I charge the dollar a mile on all deliveries, most within a reasonable distance pay it and understand. Others understandably find someone closer. Some think it’s a ripoff. Some also think the $5 extra a rick I charge for delivery vs the advertised pick up rate is a ripoff.

 

[Howling]

I have others on occasion that want to barter my price. Call me up wanting a quote on 6 acres.......factor in drive time.....and give them a price for say $300. they ask "well can you do it for $250"?.......Um no...but I can do $350:laughing: .If I could do it for $250 thats what I would have quoted you. "well the last guy was doing it for $200". Great....call him. Well he isnt doing it anymore..........Gee......wonder why?

My response is: sure the price is negotiable, it can always go up. Tends to end the discussion. Don't mind if those they go away.

 

[fried1765]

I couldn't disagree more, if a customer is paying the bill, he's right even if a house is built wrong, if someone is paying you to do a job, he's right.

When I walk into a auto parts store like I did today, (a well known one) to buy a oil filter thinking that like a Purolator oil filter only has one version, so the salesperson gets me the basic version, I get down the road and open the box then notice this isn't the one I wanted, so I go back and ask them why they didn't tell/ask me about which one I wanted, which was Purolator ONE, they go well all you said was Purolator, which I did, not knowing that Purolator had a basic oil filter version. If I was the salesperson I would've said sorry and NOT give the PAYING customer STATIC like they did, no wonder more people are buying online, I've gotten better service at Walmart and Amazon THE PAYING CUSTOMER IS ALWAYS RIGHT, if you disagree put me on your ignore list.

AGREED !!!!
You must be a REALLY old guy....like me!
We tend to expect folks to know how to do their job.

Old as I am, I actually DO buy most everything on line.

 

[Oldpath05]

It's a sad day when now I get better customer service online at Walmart and Amazon then I do at a local yocal auto parts store, they ask every question about what size motor, AC or no AC, but they cant as or tell what version of oil filter I was thinking about,"we'll you only said" as to automatically putting me in the wrong. If I was behind the desk I would've said sorry about that and ask the manager to give the guy discount on the two more expensive filters.

Now last weeks customer service at Walmart, I order the oil Monday online, they say , delivery Thrus. or Fri., Thursday comes, I get home at 5 and check my email, FedX said my package was delivered 1:40 pm, I look around and ask the wife, theres no package no where.

So I get online at Walmart on a online live chat, goes something like this>>> I got a email saying my order was delivered, I have no package, they ask whats the order number, it's --------------, they type back give me a few minute we'll look it up, she or he types back, we have check it out, must be lost in mail, would you like another order sent out? I type back, not really, it be to late to get it by Sat., could I get a refund? He or she types back, Sure you can, I'll refund your card right now and Thank you for shopping at Walmart, is there anything else we can help you with today? I go no and thanks. And that was that, a few minutes later got email saying Walmart has given me a refund. The same thing happened to me at Amazon last year, no static, no arguing just good old fashion customer service, and you wonder why they got so big.

 

[fried1765]

It's a sad day when now I get better customer service online at Walmart and Amazon then I do at a local yocal auto parts store, they ask every question about what size motor, AC or no AC, but they cant as or tell what version of oil filter I was thinking about,"we'll you only said" as to automatically putting me in the wrong. If I was behind the desk I would've said sorry about that and ask the manager to give the guy discount on the two more expensive filters.

Now last weeks customer service at Walmart, I order the oil Monday online, they say , delivery Thrus. or Fri., Thursday comes, I get home at 5 and check my email, FedX said my package was delivered 1:40 pm, I look around and ask the wife, theres no package no where.

So I get online at Walmart on a online live chat, goes something like this>>> I got a email saying my order was delivered, I have no package, they ask whats the order number, it's --------------, they type back give me a few minute we'll look it up, she or he types back, we have check it out, must be lost in mail, would you like another order sent out? I type back, not really, it be to late to get it by Sat., could I get a refund? He or she types back, Sure you can, I'll refund your card right now and Thank you for shopping at Walmart, is there anything else we can help you with today? I go no and thanks. And that was that, a few minutes later got email saying Walmart has given me a refund. The same thing happened to me at Amazon last year, no static, no arguing just good old fashion customer service, and you wonder why they got so big.

Had a somewhat similar situation.
Ordered a flat screen TV from Amazon.
Got a quick response that it had been shipped (to Ma. from Az.)
Shipping was by some "white glove" shipper that Amazon used (can't remember the name).
Tracking number showed the shipment seemingly moving across the US at a snails pace.
I complained to Amazon, and finally received the TV twelve days after it had been shipped.
I contacted Amazon, and complained about the ridiculous 12 days, but I asked for nothing.
Two days later, got an E-mail from Amazon stating that they were giving me a $75 credit toward a future purchase.
I was shocked, and VERY pleased!

 

[PJ The Kid]

Just had a similar situation, but on my end of things. Diagnosis and repair of 2 hydraulic drive motors and 1 tandem pump on a skid steer. Told him my labor price, parts price, etc. Came back a couple days saying another guy would do it for half, told him he was only a few miles down the road and to feel free to tow it to "the other guy". Came back the next day with cash and paid me in full before I every touched it. Which also hits another point. I always get material/parts cost up front any time I do a job. Whether it is grain for a clients horse, or pads and rotors for a truck, materials are always up front, that way if they end up screwing me, im only out my time and not money.

 

[thepumpguysc]

The ones that get me are the people who leave their "stuff" at your place & expect you to store it for them..
I get it ALL the time.. do a FREE estimate & wait a month before I get a return call.. mind you, I'm 150.-200.00 CHEAPER than the next guy..
{no overhead}
I know of places that state, you have 10 days to respond or the equipment becomes theirs..

 

[MORRISONSTEEL]

I couldn't disagree more, if a customer is paying the bill, he's right even if a house is built wrong, if someone is paying you to do a job, he's right.

When I walk into a auto parts store like I did today, (a well known one) to buy a oil filter thinking that like a Purolator oil filter only has one version, so the salesperson gets me the basic version, I get down the road and open the box then notice this isn't the one I wanted, so I go back and ask them why they didn't tell/ask me about which one I wanted, which was Purolator ONE, they go well all you said was Purolator, which I did, not knowing that Purolator had a basic oil filter version. If I was the salesperson I would've said sorry and NOT give the PAYING customer STATIC like they did, no wonder more people are buying online, I've gotten better service at Walmart and Amazon THE PAYING CUSTOMER IS ALWAYS RIGHT, if you disagree put me on your ignore list.

I couldn't disagree more, I don't believe that the "customer is always right" and good customer service are exclusive to each other. Sometimes when the customer is wrong there is no amount of customer service that will repair the relationship. But like others said if you listen closely your potential clients will actually tell you that they are going to be a problem and as a high end vendor you can happily pass on the business knowing full well that no, you did not lose a deal, you escaped a bad deal.

 

[Kernopelli]

:thumbsup:

Not to thread crap but I couldn't help to jump at the opportunity!

Note the minor word change....you really nailed my wife. (saying things that make no sense until you pick it apart and ask for clarification 2-3 times.... and she still gets upset that I should have known what she meant (in spite that what she meant was diametrically opposed to what she actually said)

Back to the thread....

A wife asked her husband, "Can you go down to the store and get a gallon of milk and if they have eggs, get 6.

Later on he returns home and she looks at his purchases and says 'Why do you have 6 gallons of milk?'

He responded 'They had eggs.' :thumbsup:

 

[thepumpguysc]

Good one, Kern..
I've seen my "OLD BOSS", on more than 10 occasions, not 1 but 10, cuz our service dept was horrible.. ask a customer, after an hour of complaining & wouldn't "go-away".. "What would make YOU HAPPY?? WHAT can I DO to make YOU HAPPY"??
THAT usually calms them down, quick like a bunny.. & honestly, the requests weren't that unreasonable..
The guy just wanted his stuff FIXED at a reasonable cost & not get it crammed up his backside.. which was MOST OFTEN the case..

 

[lennyzx11]

Good one, Kern..
I've seen my "OLD BOSS", on more than 10 occasions, not 1 but 10, cuz our service dept was horrible.. ask a customer, after an hour of complaining & wouldn't "go-away".. "What would make YOU HAPPY?? WHAT can I DO to make YOU HAPPY"??
THAT usually calms them down, quick like a bunny.. & honestly, the requests weren't that unreasonable..
The guy just wanted his stuff FIXED at a reasonable cost & not get it crammed up his backside.. which was MOST OFTEN the case..

I use that exact same approach in my field.
I don't have to agree to everything (or anything) they are demanding but it gets a definite set point on something to work on rather than the this and this complaining.
And most people don't want to be perceived of as an *** (Even if they are) , so will try to play nicer if you appear to be trying to get along and fix their problem.