Welcome! Here are the website rules, as well as some tips for using this forum.
Need to contact us? Visit https://heatinghelp.com/contact-us/.
Click here to Find a Contractor in your area.

At wits end

Al_3
Al_3 Member Posts: 79
Just got home tonite 9:05, after I left my dinner on the table, my kids ready for bed and my wife pissed cuz I had to go back out on a call again, only to get another call from the answering service that the customer had called back to cancel the call because she found someone else who could be there 10min faster than I.I was already 15 mins into my trip when I recieved the cancelation. I do not offer 24 hr service to make money,I offer it as a service to keep my loyal customers who care about me, my men, and my family. I hate night calls, I value my time at home with my little ones, but do realize it is the nature of the beast. What I guess Iam asking is do any of you brothers of the trade know how I can get my hands on a program to sign folks up on a service/ maintenance plan so that I know Who the customers are that really value my service not just my name in the phone book. Thanks--AL--Allens P&H Elmira NY

Comments

  • canuckDale
    canuckDale Member Posts: 77
    H Norman Schwartzkoph

    He was a great LEADER.

    Try his biography. Good book!

    Find those people who will support you and stay home.....If they need you..arrive.

    Support their families and they will support yours.

    Thinkin' out loud

    Plumbum
  • Tony_8
    Tony_8 Member Posts: 608
    well...

    do you have so many customers that you can't remember any of their names ? If I don't recognize a name, I ask if I've been there before, and when, and what for. That usually either jogs my memory or ferrets out the yellow page cruiser. I don't advertise 24 hr service, therefore I mostly get just my existing customers anyway. I still get quite a few calls from competitors' customers cause they're "too busy". I screen those before I commit. Anyone who would cancel like that isn't worth the gasoline you burned, they'll just call someone else the first time you are a little slow again. Not your customer really, are they ?
  • Al_3
    Al_3 Member Posts: 79


    I'm sorry, but I barely have time to check in here, Help me out, I'm not looking for a life lesson , just a little layman's help.
  • Joel_3
    Joel_3 Member Posts: 166
    service

    We do not offer service 24hrs to people unless they are in our customer database . There is the rare exception but for the most part that's it. We call everyone back and politly tell them sorry can't help you. We have customer names and phone numbers in computer and now our key on call people also have a copy. Most after hours stuff we found was equipment that people let neglect because they didn't want to pay to have it serviced at regular rates. Guess what, they like night rates even less and many times where unapreciative of our efforts to come help them in the middle of the night. Then we'd be chasing them for the money. We just got sick of it and refuse to do it. H.O complaign they can't get contractors to come to thier house. If they would just show a little gratitude when we come at 1:AM or on to help them then maybe more guys would be willing to do it!

    To Learn More About This Professional, Click Here to Visit Their Ad in "Find A Contractor"
  • Tony_8
    Tony_8 Member Posts: 608
    life lesson

    This is a life lesson. Read your own post. If you're not doing 24/7 for the money, why are you ? Don't kid yourself, if you are not in business tomorrow, will they go without heat ? NO, THEY'LL CALL SOMEONE ELSE. Take care of yourself, no one else will. The ones who REALLY care about YOU are HOME.
  • Ken C.
    Ken C. Member Posts: 267


    Al, I work for a company that has a system that prevents situations like what happened to you. Our company has two types of customers: members and non-members. Members, who pay an annual membership fee, get after-hours service for true emergencies. Customers who have not purchased a membership agreement (whether they're repeats or not) have to wait until the next business day, whether it's an emergency or not. One warning: you have to be careful explaining to customers what a membership does and doesn't include. Many people misunderstand and think it's a service contract, where we will come out for free. Not so. Members still pay for any work done (although they do get a lower rate than non-members). Our memberships basically provide a higher level of service. If a customer's boiler quits at 10 p.m. on a Friday night, if they're a member, one of us will be there within an hour. If they're not a member, we'll get there Monday morning - maybe.
  • Wayco Wayne_2
    Wayco Wayne_2 Member Posts: 2,479
    You need

    to protect your family time.
    There are other companys out there who can fix heat too. Unless it's a steady customer or warranty job ask them to call someone else or wait. Your not the only one who can do it. Let it go. I suffer from the same affliction. Sometimes you got to put the cape in the closet and not try to save everyone who calls. Hope this helps. WW

    To Learn More About This Professional, Click Here to Visit Their Ad in "Find A Contractor"
  • Floyd_5
    Floyd_5 Member Posts: 418
    I got tired of the rat race....

    Took the 24/7 deal out of the add......
    Now when someone calls after hours or weekends I ususally
    wait awhile.. then call and see if they got someone else
    before I go... if I have something else happening I give them
    the name of another local guy to call.

    Al, I'm just down 15 from you, around here you can never get what you are worth to go running for just any Tom, ****, or Harry to fix their heater... I know why some guys won't even fix what they install... because there is NO money in the service work!!!!

    I do a GREAT job for MY customers... they tell other people and I DO NOT need to run around fixing other people's screw up's. Took me a long time, resentful kid's, and a wrecked marriage to figure it all out. I ain't goin' there again.
    You can't save the world and neither can any of the rest of us.

    Floyd
  • Al_3
    Al_3 Member Posts: 79


    Hey Wayco Wayne, That line just cracked me up, It's amazing how important my lifes work is to me, and as an outsider looking in, how trivial it is too. No doubt my family is the most important thing to me but, I am in a 2nd generation plbg, hvac co that has spent most of our time working, not trying to make money faster by doing less work, I dont want to make more money from my customers, just want to find an alternative way to keep my loyal customers happy as well as my lovely,understanding, beautiful, .........;.....Wife ....you get the picture!!!!
  • Mark Hunt
    Mark Hunt Member Posts: 4,908
    Good to see more


    Upstaters here!

    I understand how you feel.

    This is the business we chose, and it requires A LOT of personal sacrifice.

    I agree 100% with Wayne, sometimes we need to put the cape away and just be Dads or husbands.

    Wives and kids need and want us 24/7. While we can't be there all the time, we have to be there whenever possible.

    It sounds like you need to look at your company policy regarding service work. Doctors accept a certain number of patients. You are a doctor, you can't help everyone.

    Mark H



    To Learn More About This Professional, Click Here to Visit Their Ad in "Find A Contractor"
  • Al_3
    Al_3 Member Posts: 79


    Holy hannah floyd, I hope that I can learn from your experiences and not have to do it the hard way,I think our biggest problem is the fact that we run a 7 truck operation, and have always focused on what the customer needed instead of what made sense finacially for the co. I guess there comes a point where you need to stop letting the cust run the co for you, on the other hand we are a pretty small co and are looking for a program that is already setup that we can plug in and simplify our cust database.How far down 15 are you?---AL
  • Al_3
    Al_3 Member Posts: 79


    Hey mark H- I thought you were just being lazy in Minn. When you were trying to sell me on the munchkin, because it weighs the same as a case o bud. Just installed 4 of them in the last couple of weeks, and these things kick butt.Oh, dont forget you owe me a cold one or two!!!!!!!!!!!!!!AL
  • Boiler Guy
    Boiler Guy Member Posts: 585
    And thats the truth

    I agree with both WW and Floyd. WE offer 24Hr service but qualify each and every call. We all know our regulars - who do not call UNLESS it is an EMERGENCY. Too many are ready to "jump and run" for the least little thing at little or no return. All the more power to them. We used to have a guy who probably wasn't even completely dressed before his van was on the road. Great guy .. not terribly bright ... but "serviced the heck" out of everyone who called. He seemed to have a MAJOR PROBLEM Remembering COLLECTING was important. Had lots of hours but no return for the Company. We had to get tough. No collection .. no paycheque. He went on his own. Now bankrupt for the 4th time. Some people never learn being a "nice guy" doesn't always pay the bills.
  • Floyd_5
    Floyd_5 Member Posts: 418
    Liberty...

    Have seen you guy's around... did a big house in Covington a few years back. I'm smaller yet, just my son and I right now...but will be forced to hire more before long...just too much work and not enough time!!! But.....it has forced me also to realize that the people that are important and that REALLY what and like the work that you do....will wait.
    Problem is... I got a ton of light comm. work and they don't like waiting!!!
    The other problem I got is that I'll be 47 in less than a week and I just ain't got the get up and go like I usta did.....I gotta start letting somethings go and trusting somethings to others.

    For me... I use to Quick Books Pro and have all my customers setup in there....but even that needs attention sometimes. I took my laptop to Minn. last month and while on the plane I went through and sorted and deleted things, don't seem to get the time at home....
    I try to keep everthing as simple as possible....my simpe mind....has a way of forgetting more than it should. :-)

    Hey, I'll beep the next time I see one of your trucks, it might be you!!! I'd tell you to beep at me, but I don't even have my name on my truck... don't need to catch any more deadbeats... they are easy enough to come by.....

    Floyd
  • Floyd_5
    Floyd_5 Member Posts: 418
    Where are you gettin...

    the Munchie's at????
    I haven't found a DEPENDABLE supplier for them yet....
    Although I sure can't complain about the Ultra's and Jordan's have always treated me like a king!!!
    Just setup a Firehouse with 2 Ultra's... completely radiant...
    has some very unique features.....I still can't believe the AWESOME job that they are doing!!!!! That 10,500 sq. ft slab will cost less to heat then most houses aroung here!!!

    Floyd
  • Al_3
    Al_3 Member Posts: 79


    Hey floyd-That house we did was my dads brothers,the triple D is my grandfathers, It's a small world after all!!!!!
  • Joel_3
    Joel_3 Member Posts: 166
    customer focus

    The problem with being customer focused at the exspense of the financial health of the company is two folded. 1 your company possably simply won't survive. 2 You won't survive, you'll tear your hair out trying to please them work 70hrs a week and drop dead at 40. Where will that leave your wife and kids? We don't have a seperate database or special program we just use our regular program. If we didn't put your unit in or don't maintain it regularly then sorry you are SOL. You should be able to do this with what your running for software already. Or biuld a spredsheet in Microsoftexcell. with customer info, equipment data, serviced in last 6 months? , on maintenance plan? It doesn't really have to be anything very complex. actually I find the more complex the structure is the longer it takes to implement. I like to keep it simple so i can concentrate on more important things like my familly!! Our new FR book is all in a Microsoft spredsheet formula so easy I've got a 20 yold girl with a G.E.D. who is learning to update it all by herself. does she know what "remove and clean blower ****." means?? Nope she doesn't have a clue, she doesn't need to in order to operate the computer. I've learned not to rack my brain on stuff like that. I tell the office staff to "this is the info I need, figure it out" I get 2 or 3 ideas back then pick one. They come up with stuff i've never even thought of even though "3/4 brush" to them is something at the hair salon. With 7 trucks you've got what 3to 5 inside support people right? Pass them the ball and let'em run!

    To Learn More About This Professional, Click Here to Visit Their Ad in "Find A Contractor"
  • Mark Hunt
    Mark Hunt Member Posts: 4,908
    OK!


    I never forget my debts!

    Next time we meet sir, I will make good.

    Unlike John Barba from Wirsbo who PROMISED me 5000 feet of 1/2" HePex for singing Karaoke! Not one foot of tube to date.

    Wasupwitdat Johnny?

    Mall of America was fun!

    Mark H

    To Learn More About This Professional, Click Here to Visit Their Ad in "Find A Contractor"
  • Mad Dog
    Mad Dog Member Posts: 2,595
    We are very picky about whom we will go out

    for at night. Only the really good, regular customers, a job that we did that may be having a problem, or someone who knows the cost before we come, or atleast the minimums. You have to have a life Al. What would they do you you dropped dead tomorrow? Call another plumber. Mad Dog

    To Learn More About This Professional, Click Here to Visit Their Ad in "Find A Contractor"
  • Al_3
    Al_3 Member Posts: 79


    Hey guys, I might be a contractor, but not a moron. Im just looking for a program already implemented that offers the customer a choice of servicing on an annual basis so that they would qualify for after hour service. We have finally been blessed with an office girl(my sister Denise)to help organize our mess, she is really stirring things up, without a doubt , just what we needed. I would just love to give her some more work to do.
  • Al_3
    Al_3 Member Posts: 79


    Do you have a clue?
  • Boiler Guy
    Boiler Guy Member Posts: 585
    You got it Kemo Sabby!

  • Uni R
    Uni R Member Posts: 663
    If you can spec out what you want...

    I'll write you a program that you can track them quick, even by their number on call display. It won't hook into the phone system or anything "off the wall" but if you tell me what you need I'll create it. It could track when people called, if they are current, etc. It'll be able to quickly export the data to a spreadsheet and it can include several builtin reports.

    No charge either.

    Let me know...
  • Mark Hunt
    Mark Hunt Member Posts: 4,908
    Nope


    John Barba made me drink from the time I got off the plane til the time I got back on.

    Now I do not partake of adult beverages normally, but John Barba and Wes Sisco assured me that the beverages would enhance my learning abilities. So, I gave it a shot.

    My recollection of that trip is very limited. I remember landing at the airport, I remember eating a GREATT Walleye sandwich at the hotel, I remember John Barba PROMISING ME 5000 feet of 1/2" HePex, I remember the Mall of America, (Well.....some of it, and that NASCAR thing that they took us to and I pissed off some guy from Georgia. Apparently not ALL southerners are born with a hunk of RedMan in the side of their mouth and not all of them can drive Winston Cup at birth??? Sorry, that's not what we were told in school)

    Mark H






    To Learn More About This Professional, Click Here to Visit Their Ad in "Find A Contractor"
  • Murph'_4
    Murph'_4 Member Posts: 209
    chek your email al

    > Hey guys, I might be a contractor, but not a

    > moron. Im just looking for a program already

    > implemented that offers the customer a choice of

    > servicing on an annual basis so that they would

    > qualify for after hour service. We have finally

    > been blessed with an office girl(my sister

    > Denise)to help organize our mess, she is really

    > stirring things up, without a doubt , just what

    > we needed. I would just love to give her some

    > more work to do.



  • Murph'_4
    Murph'_4 Member Posts: 209
    chek your email al

    i sent you some links



    Murph'
  • Randy Tibbits
    Randy Tibbits Member Posts: 91


    In my little town I take every after hour call. There is'nt that many most of these farmers, wood ticks and commen sense folk know how to get by. However there always come a time when I need some time. Then I pass the pager off to another tech. With seven trucks on the road is'nt there another tech that can cover for you once in a while? This will give you some time that is all yours. Our company records utilize a phone number for a customer number. If I wanted I could check the data base and determine if the customer is in our system and deny them sevice if not.
  • Uh, Mark?

    I'm a southerner and I have never chewed Red Man.

    As far as Winston cup? Come down here and see how they drive on I-285, the Perimeter. That's where the racers get their start.

    If Barba told you that, I'll instruct him properly.....
  • don_9
    don_9 Member Posts: 395
    Al

    If this is ok with Mr Holohan,Here's one that as help
    me out over the years.

    O'Brien Service Contracts. WWW.obrienglobal.com.

    Just give your kids a hug and let them know that pops is
    doing it for them.My wife used to be that way also,but after 23 years now she just smile and I'm sure she glad to see me go.Heck I'm just an old shoe to her now.

    Hope this help.




  • hr
    hr Member Posts: 6,106
    You need to decide

    If you do or don't want the after hour calls! They should not be money losers! under any circumstance.

    If you and the family are stressed with the late hours, maintenance contracts may make the matter worse.

    Suppose you sell 100 contracts. Those customers will EXPECT immediate service, and you may end up with more fiviolus calls!

    Seems with that many trucks and employees you should be able to spread the after hour calls out amound the entire crew.

    You are either in the service and repair business, or your not. Hard to have the customer accomodate your schedule.

    Keep inmind after hour calls are sometimes legimate call backs on a mistake of a component problem that you installed. I don't feel it's fair to tell acustomer to wait until morning for a serious problem. Like no heat, hot water, or a major leak, etc.

    It's a tough choice. I know, I've been there. But you need to involve all your players or you will go even more crazy as you customer base grows with that many mechanics in the field.

    ps be nice to the after hour caller, on the phone. Most will wait if you call politely and take the time to understand and assure them it's a "first thing in the morning" call. They don't want the problem any nore than you do :) Don't have that "put out" tone in your voice when they call.

    I think all the plumbers associations have a service contract program already built and ready to go, if you are a member. Plus contacts with other plumbers that have, and are, walking the same path :) Good luck.

    hot rod

    To Learn More About This Professional, Click Here to Visit Their Ad in "Find A Contractor"
  • Al_3
    Al_3 Member Posts: 79
    Referral

    Thank you for the info, This is what I was looking for. Even if it won't help or work for me, It costs 140 bucks, not thousands. Thanks again-AL
  • Al_3
    Al_3 Member Posts: 79
    Munchkins

    RE Michels, College Ave, Elmira NY. Manager's name is Ray Parrott, He's a real good man and will take good care I'm sure.607-737-9092
  • Al_3
    Al_3 Member Posts: 79
    Munchkins

    RE Michels, College Ave, Elmira NY. Manager's name is Ray Parrott, He's a real good man and will take good care I'm sure.607-737-9092
  • Joel_3
    Joel_3 Member Posts: 166
    Al

    are you a member of ACCA or PHCC I believe they have info like this for cheap money as well. We joined E.A.I. and they are really helping get our office more organized. They can help you with everthing from employee handbooks, to FR ,To inventory controll. To me it was well worth the money as we needed to implement lots of these things and it would take forever on my own. Not too mention the legal fees to have it all ckecked. It will cost you thousands not hundreds but it is well worth a look!

    To Learn More About This Professional, Click Here to Visit Their Ad in "Find A Professional"
This discussion has been closed.