I guess you can't make EVERYBODY happy.

To start with, I'm a plumber. I take pride in being fair with people, doing the job right the first time, and being budget priced (most of the time I'm TOO cheap).

I had a new customer call me to check on his rental property a few weeks ago. He had several issues he wanted me to check on. When I got there I found that his Pressure Reducing valve was bad and causing most of his other problems. I gave him a quote of $250.00 to replace his PRV (1 trip for the estimate and another to do the repair) . After replacing his PRV the Kitchen sink was leaking from the sprayer hose and I fixed that for free while I was there (just had to tighten a nut underneath). No leaks.
Today i have to go out to the house again because the kitchen sink is leaking again. When I arrive I found that the spout is leaking at the base when you turn the water on. Water is going to find the path of least resistance so it leaks under the faucet and looks like the same leak as before. I replaced the O-rings and problem is solved.
I called the property owner up and told him the issue and that there would be a bill for the service call. When I go to pick up the check he tells me he feels like he's getting ripped off. That I shouldn't be charging him for a service call. I tried to explain to him that this was NOT the same issue. I tried to explain that whoever put that faucet in picked the absolute cheapest thing they could find and you pretty much get what you pay for. You may have saved 20 bucks originally on the faucet but it's costing you more in repairs. It's really got me bugged that he feels like I'm riping him off. I try so hard to do the right thing and this one has me bothered. To top it off, It's about 30 miles from my house, I've got fuel expenses, truck upkeep, and equipment to pay for and he only got charged about 30 dollars an hour when you take into consideration travel time.
Plumbers have a reputation like Auto mechanics. You just can't trust most of them. I'm not one of those and I think that's what has me irritated. Any advice out there? Sorry, I just had to vent.

just blow it off, if you have a good rep around your area dont worry about him, most people will know he is blowing smoke, no matter how hard you try you cant make every one happy, only way you can make him happy is to give it to him free, and thats prob what he was trying for, I do air conditioning , heating and refrigeration and run into them type of people every so often, and if ya give in, he will call ya again and do the same thing
I had a doctor one time ask me how much it would cost to repair his a/c unit, I told him it depends on what you charge me ,, i hate working for doctors they are the chapest people around

Hey Wes, you pretty much said it all with your title. As long as you know you did the right thing by your customer, he will soon find out what a deal he will miss out on. BTW my garbage disposal went out any advice? Do you think this is a do it yourself job?

If you go buy the disposal, call me and I'll walk you through it. It's not that hard as long as you're just a little mechanically inclined.

Quote:

---

Originally Posted by drill instructor

Hey Wes, you pretty much said it all with your title. As long as you know you did the right thing by your customer, he will soon find out what a deal he will miss out on. BTW my garbage disposal went out any advice? Do you think this is a do it yourself job?

---

Yep blow it off, a lot of people are misinformed as to how much it costs to run a legitimate business in this day in time, but everyone wants you to have those credentials. I have ran into it many times. I bet if he attemped it himself it would have cost twice as much plus his time.

Better yet, As soon as I get the boat back I can come do it for you and we'll hit the lake afterwards. I'm really missing the Hill right now.

Quote:

---

Originally Posted by score300

If you go buy the disposal, call me and I'll walk you through it. It's not that hard as long as you're just a little mechanically inclined.

---

I've got a similar story.
As you know I too am self employed. And since you mentioned mechanics along with plumbers, I hope you don't mind me telling my story.

I had a lady call me two Saturday's ago with a dead Chevy 1500 sitting in a parking lot of a local convenience store. Her story basically was she had a battery light on and kept driving until it simply would go no further. It was 5:30 on a Saturday afternoon and she needed a alternator. Further tests of her electrical system revealed that the el cheapo battery she had in her truck for a few years was toast as well. The acid coming out of the battery posts had it all a mess. Experience taught me that I had to insist she replace the battery as well, as I knew if it still had cranking issues... She'd want me to eat it.
She asked me to fix it immediately, as she had places to go and could not be without a vehicle plus she had small children and was a single parent.
Of course, I already had plans for the evening... but felt that this lady with her young children probably needed that truck running worse than I needed the 2 hours it would take to pick up the parts, drive back out to her break down... repair it there in the cold parking lot. I felt sympathy for her situation and only charged her $50.00 labor plus parts. Of course, as we all know no good deed goes unpunished.
Two days later, that following Monday actually... I get a very accusatory email from her that I had ripped her off. Seems she went online and found a alternator online for 45.00 cheaper than the one I installed. Did she take into consideration that my parts house had it in stock and it didn't have to be ordered and thus waiting several days for it to be delivered?? NOPE
Did she consider that I had to drive 10 miles, to her vehicle TWICE... and run to the parts store to pick up the needed parts? NOPE
Did she consider that it was late into the weekend, and most facilities were CLOSED? NOPE
She said someone she worked with had told her that I charged her too much for the part...which caused her to do a online search for her alternator. Using her words... that there was such a huge difference in price "I ripped her off and she was going to tell everyone she knew not to use my services."
I just simply said... ma'm, how much would it have cost you to wait on that alternator to be delivered? How long would it have taken you to save that 45.00 ?? A week? 10 days?
Think people.... We that are out there trying to make a honest living and attempting to maintain a decent reputation for repeat business... We have got to earn a living, and pay our bills. Sure, you can be ripped off. More times than not... if you use someone repeatedly, they usually will be good and loyal to you as well.
Yes, most of us try hard to make sure we are fair. I believe one p/off customers words will condemn 100 happy customers compliments, all day long!

My younger brother says it best.... " I have to charge my friends, because my enemies don't trade with me!" I have to agree.
Merry Christmas everyone... and remember the little guys trying to scratch out a honest living against the big competition.
Peace

Quote:

---

Originally Posted by drill instructor

Hey Wes, you pretty much said it all with your title. As long as you know you did the right thing by your customer, he will soon find out what a deal he will miss out on. BTW my garbage disposal went out any advice? Do you think this is a do it yourself job?

---

Every time my disposal goes out... I press that reset button under the motor... and it works again. That's worked every time so far.
I'm sure one day... it's gonna be gone for good.

I hate to hear that, but like DI said, your title summed it up. No doubt in my mind he was trying to get something for nothing. Your reputation will out weight what ever he has to say. Just grin and think about what we were talking about earlier!!!! Hopefully this rain will lay off a few days and the mud will settle and we can get some slab therapy some where soon!

Remind them that they authorised the repair and it's not subject to negotiation after the work is completed. Without payment i will see you in Small Claims Court. I personally won't touch but only what i am called out to repair because of these situations that can arise from them. Word of advice to all of you. Signed Contract, Make the Agree'ed Upon Repair, Notate other needed repairs on the bill, Collect and LEAVE!!! No favors or good sameritan stuff...Simply do as the customer asked (right or wrong) and Leave...Sad but True...Chalk it up as a learning experience.

well it hard when your tryin to build your our biz you try to not be like the others and give the best you can and even sometime free stuff to build your rep the sad part now adays poeple all want something for free

I would only give discounted rates to loyal customers as a discount in this case would only insure the thoughts that they were being ripped off...

Quote:

---

Originally Posted by score300

When I go to pick up the check he tells me he feels like he's getting ripped off. That I shouldn't be charging him for a service call. I tried to explain to him that this was NOT the same issue. I tried to explain that whoever put that faucet in picked the absolute cheapest thing they could find and you pretty much get what you pay for. You may have saved 20 bucks originally on the faucet but it's costing you more in repairs. It's really got me bugged that he feels like I'm riping him off. I try so hard to do the right thing and this one has me bothered.

---

So what did he say to all this?

My take on it? Its income property. He's blown around $300.00 on plumbing in just a day to three and he's ticked. Most folks that own income property see it as only that, income. They don't service their investment properly and they wind up blaming the messenger for the bad news (Bad PRV, low quality faucet, lack of maintenance, etc.). Too often, its the guy there doing the right thing for the right reasons (like you in this case) that gets blamed for what is really the owner's problem.

If the guy wanted a nice bullet-proof faucet in there, he'd have sprung for a good Chicago with quaturn valves in it. Instead he got something off the display in the aisle of Home Depot for not much more than a dozen hand-tied jigs would have cost him.

You were fair, you were honest, you are standing behind your work. If I were you, I'd tell him to keep the service call and promptly lose your number. In other words, fire him as a client.

Sorry to butt into your board, but I'm a plumber too, and this burns my butt. You are a business, not a charity. Does he rent that place at a discount? I bet not.

Hey I feel your pain. I'm not trying to hijack your post, but I book guided crappie trips for 3 time Crappie National Champion John Woods.

You would not believed the bs I get about guide fees from people who have never been on a guided trip. And these same people will knock your brains out on there chargers on there job fees.

I will say that guys that use good guides, don't question his rates, and are very glad to get him.

It gets me down sometimes, but after a while I just consider the course, and go on. I always will run a seasonal special and give a large discount, but it doesn't matter to most, it's always to much.

If a carpenter, or brick layer, or whatever had skills and charger the same thing it might be a lot different. When it comes to fishing it's a different.
Like he's suppose to be enjoying taking ''Me'' fishing, or something, and willing to guide for $10.00.

If I offered his services for $10.00 they would not even call about a trip, thinking he's no good. What's up with that?

crappie cowboy

:)Wes some people you can never satisfied even if you did it free. It seems most of the people nowadays are in such a hurry and want it done yesterday. As long as in your mind you feel comfortable with what you did your reputation will be value alot. Dang wish you were closer, my last plumber cost me $90.00 a hour plus parts.:eek: Plus it only took 15-20 minutes to fix the problem.;)

i have ben in buisness for over 40 years . have ran into some people like that . i keep them in mind and when they call again i refer them to some one else.as long as the satisfied out weigh the unsatified you will be ok . you know you are right in what you did .

Quote:

---

Originally Posted by Fishtaco

In other words, fire him as a client.

---

Wes, I wouldn't let it bother you. I know it has to get under your skin, but you do what you do for a living, not a charity..You, or nobody can please everyone, and there are times when all of us are not pleased. But as long as you do what you do with pride and integrity, your business will always be there. Most businesses that falter along the way lost their pride and integrity first, then their clients! I bet he has had these same type of words for his mechanic, carpenter, etc..................

Thanks Score, this is what im talking about. Good people do great things dont go unoticed. I ll give you a call.

As far as I am concerned Tacofish has it right. Would have given him the job and told him never to call me again. Some customers simply cost more than they are worth. As a friend of mine would say, "they would complain if you hung them with a new rope". You walked away upset and everyone you tell feels your frustration. There is no profit for anyone.

I have 13 rental houses and I could use a CHEAP plumber.

I also want one of those $10 guided fishing trips.

Just kidding fellows. Go fishing and forget about it. I'm headed out in the morning. My guide in the morning is free plus he provides baloney sandwiches at no extra charge. The rascal wants me to furnish the drinks, can you imagine that?

My father always told me if you can sleep at nite you did right by everybody. Don't worry about those that can't...

My dad taught us boy's years ago that "YOU CAN PLEASE SOME OF THE PEOPLE SOME OF THE TIME, BUT NOT ALL THE PEOPLE ALL THE TIME" (I think I got this right.)

Henry Ford called Edison to come up from Florida to Detroit and help him work out the kinks in his production line. Thomas did and a few days later, he returned to FL. Sent Henry a bill and after he analized it, he sent Thomas a letter stating that he felt he was a little high in his bill, especially since he did not spend much time in Detroit. Edison reply that "The bill is for 10% sweat and 90% knowledge".:D:D You get what you pay for.

Chuck

Quote:

---

Originally Posted by chuckauten

My dad taught us boy's years ago that "YOU CAN PLEASE SOME OF THE PEOPLE SOME OF THE TIME, BUT NOT ALL THE PEOPLE ALL THE TIME" (I think I got this right.)

Henry Ford called Edison to come up from Florida to Detroit and help him work out the kinks in his production line. Thomas did and a few days later, he returned to FL. Sent Henry a bill and after he analized it, he sent Thomas a letter stating that he felt he was a little high in his bill, especially since he did not spend much time in Detroit. Edison reply that "The bill is for 10% sweat and 90% knowledge".:D:D You get what you pay for.

Chuck

---

If he knew how to fix it he would not have called you. He is use to people that are not plumbers fixing things for a little or nothing. You hold your head up high, you did your job.:)

youre right Wes,plumbers and mechanics get hammered where the bill is concerned.There are so many plumbers and mechanics that do rip folks off.They make the good ones like us look bad before we even get started on the job.Sometimes its the sweat you pay for,sometimes its the knowledge.Head up,I bet he calls you again for service...

Quote:

---

Originally Posted by manta1

youre right Wes,plumbers and mechanics get hammered where the bill is concerned.There are so many plumbers and mechanics that do rip folks off.They make the good ones like us look bad before we even get started on the job.Sometimes its the sweat you pay for,sometimes its the knowledge.Head up,I bet he calls you again for service...

---

Don't forget computer repair (persons). I get this kind of crap all the time. I just write them off and tell them to find someone else. But for some reason they call back almost every time.

One lady had 172 viruses and malware. But wanted me to fix her Face Book so she could tend to her garden. Since I charge by the hour and once I was able to access Face Book she wanted me to stop. I tried to explain she still had problems but she would not listen. 3 Days later she called back wanting her money back (she didn't get it) because the computer was doing the same thing and " Her crops needed picking". I charged double and she hasn't called back.

Funny thing is she said she had checked around and I was even cheaper than the high school boys that think they know it all and usually make matters worse.