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A clause in the T&C and repeated in every proposal under the imposing banner "Caveat Emptor" (buyer beware) which states that every variation or addition to work to be done once this contract has been agreed, no matter how small or trivial in the mind of the customer, requires a separate negotiation, estimate and signed agreement before work can commence on that addition or alteration.
I was a bit timorous of adding that to start with, afraid of negative customer reaction. But all of the feedback from customers so far is that it looks very professional and they respect it.
Andy, it is part of the "how do I charge more" and "how do I change from hobbyist to professional" debates. You can't if you let the customer dictate terms. You are a profesional. Behave as such. Can you imagine your solicitor simply gifting you a few extra clauses in an agreement she is drawing up for you? Nor can your customer so why should they expect it from you?
Indeed Andy. And with most of them if I spot 'em first I don't wait to be asked. But many are not the simple " . . . will only take a few seconds" the customer supposes. So I make sure my own backside is well and truly covered.
For the lovely old dears, how about saying "OK, but next time sorry, I'm running a bit late today", addding those bits to your list then ticking them off in the paid for section of your next visit? The ones who are taking the pee will soon work out for themselves you are wise to them. For the others, it does only take a mo' anyway, I usually find.
Oh just one more £20 note - would sort it
A Columbo moment lol love it I shall remember that one !
I can be a clock watcher, a jobsworth or a softie, depends on if I'm on my round or a full day booking, how pushed I am for time, the customer, the rate and previous history of 'Columbos'.
It's in my nature to want to please people and do a good job, but I'm becoming wary of reinforcing unrealistic expectations to customers who repeatedly stretch the visit times and then start to expect it as normal and screw up my timings for the day. It's not fair to my other customers either. Just about to drop one where every visit is like this - offered to book a longer visit but they can't/won't understand/pay more for the extra time.
That said, for someone like the lovely Mrs B - "it's very hot today so I thought you'd like a bowl of ice cream", I am a pushover and nothing is too much trouble !
Did a job on a rented property yesterday, the work sheet was to replace one 5x6ft fence panel, though 5 needed replacing.
The panel was out the new one in, all straight forward, but then it was only one panel. But the fence on the other side was 4ft panels, & one was none existant, anyway while I was putting in the new panel I got the tenants life history(pleasant woman about 50)I knew her kids date of birth her date of birth, & everything that was wrong with the house.
So I asked if she would like me to put the panel I was taking out in thee other fence(saves me having to get rid of it), yes please, so as I'm putting it in she tells me the cookers broke, "does the kettle still work ?" says I, "yes thanks" she says & carries on yacking !.
It was a dry afternoon..
Rob
Rob
Russell Francis said: