Why are they never in? RANT!

[securespark]

Rant.....

Just had three customers out today, despite them making appointments to be there.

One had the cheek to ring back all indignant, so had to go back again.


I say, if you book the appointment then pi*s off out shopping, you forfeit your right to rebook at YOUR convenience. GRRRR!

 

[BoxBasher]

Get it all the time mate, pee's me right off. I've done 80 mile round trips before, only to be called just as I get home to say that they are now in...

 

[Thermo]

i always call them before i leave now. If theyre not in i may leave a card or not dependent on how much i like the look of the place, and ask them to ring back. I certainly dont go around in circles anymore. If they miss an appointment then its at my convenience.

 

[oilman]

If I can't be sure what time I'll be there, I tell them not to wait in just for me, and I ring before I set off to make sure they're there. If I get there and they have left, IT WILL COST THEM sooner or later. I'll stick £40 on a bill sometime.

 

[securespark]

i always call them before i leave now. If theyre not in i may leave a card

So do I, but if they don't answer, it is policy to call anyway, and if they're out, leave a card.

 

[JohnD]

In "The Tantric Guide to Marital Harmony" it mentions the Plumber's Position.

This is where you stay in for hours and no-one comes.

 

[securespark]

Is there one where you go out and the spark comes??

 

[BoxBasher]

i always call them before i leave now. If theyre not in i may leave a card or not dependent on how much i like the look of the place, and ask them to ring back. I certainly dont go around in circles anymore. If they miss an appointment then its at my convenience.

I have to leave a card to prove I've been there. The annoying thing is that if I miss an appointment my company compensates the customer £20. I had one guy ring up kicking off that I hadn't knocked, just posted the card through. I'd actually sat parked across the bottom of his drive whilst I filled out my diary, had a brew and finished my job reports (last job of day, no point heading back to depot early).
I got a job to go back (job included his comments from complaint), no answer. Knocked so hard the door rattled in the frame. There was nobody in so I wrote on card in big letters "knocked VERY hard, three times. Tried home phone number twice, no answer. Left message on mobile voicemail"

Next time I went back he apologised for being out, very sheepish.

 

[securespark]

We've taken to writing comments like "Dog barking in Front Room" or "Car Reg: XXXXXXXX on drive" or "Green garage door" because some of our customers lie. They swear blind they've been in when we've called. When we say, well, I rang the bell, knocked on the door AND phoned you up and still there was no answer, then they have to admit they've told porkies.

Infuriating.

 

[masona]

We've taken to writing comments like "Dog barking in Front Room" or "Car Reg: XXXXXXXX on drive" or "Green garage door" because some of our customers lie. They swear blind they've been in when we've called. When we say, well, I rang the bell, knocked on the door AND phoned you up and still there was no answer, then they have to admit they've told porkies.

Infuriating.

Once I find out the customer is lying then I don't bothered with them as I don't trust them after that.

 

[securespark]

But we have to. Company policy....

 

[Softus]

I say, if you book the appointment then pi*s off out shopping, you forfeit your right to rebook at YOUR convenience. GRRRR!

All time is chargeable. I don't see the point in getting annoyed about it.

 

[securespark]

Neither we, nor the company, gain anything by the customer being out. We both lose out.

 

[Softus]

I still don't get it. I don't see why you, or your company, accepts a loss instead of charging for the lost time.