Loyal customers

Mad Dog

Just got a call from the gentleman we did the large snow melt system for. Seems that a man who had been hovering around the job everday when we were laying the grid, and who had picked our brains endlessly AND even had us over for an estimate for his propoposed snowmelt, had called him and asked if "I could come over to see what Triple Crown did...because my system isn't working right....it works only with a lite snow......" Now, this guy is one of the reasons I began to charge for estimates: I spent 2 hours at the house...and at least 10 phone calls back and forth to have him tell me I was too high. I forgot about him. My loyal customer called this morning, marveling at the gall of this crusty fellow and asked me what I preferred. I thanked him and told him....tell him no way. He did. Ahhhh how sweet it is.......Mad Dog

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jackchips_2

Can't say

I disagree with the position you took Matt, but isn't this the perfect place to improve on a great reputation?

You could have gone over (for your usual "diagnostic" fee) and given him a professional review of his system. You may even have presented a reasonable solution.

Again, nothing wrong with your position, but now two people have the impression that you may be a "told you so" type of guy-the one who asked for help and the customer who asked if you'd be interested.

Interesting situation and I'm going to enjoy reading additional responses.

Jack

tombig

Jack, I think the neighbor...

just wanted to see MD's work. Not get a diagnostic his own malfuctioning system.


BTW, thanks MD for the info on construction technique for said job. Did the HO consider concrete "stamping" to save brick paver costs. Pros and cons?


Tom

Robert O'Connor_7

Ya Know What ???

I too sometimes take the screw you attitude. But ya know what? You should go. This guy obviously recognizes quality work, he just didn't want to pay for it. I get alot of people like him. I have a reputation of being on the high side, but ya know, you gotta pay for quality. You will find that if you go there, you too will establish this respect in his eyes, that he cannot deny. NOW BANG EM!! It cost $$ to fix them mistakes. And ya know what? He knows that too. Just realize NOW he NEVER again will get a break, just competent workmanship, at a pros price...One thing I like more than just making money, is making money (and gaining a customer) over a another guy that has no pride in his work..BOC

Paul Mitchell

Hey DOg

Tough call I think I would go. Like the boys said charge a diagnostic fee. Dont we all learn the hard way at some point?
Side question...Gonna do some snow melt in my driveway if i ever get a chance to redo. What steps should I take to figure out the job properly.? Any info much appreciated.
Paul

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Tony_8

The difference

If he wanted MD to come look at his system amd troubleshoot it, he should go, and charge him for the knowledge.

But..... it sounds like the neighbor wants to look over a properly operating system himself to see what he can glean from it so he can get a clue what is wrong with his own. MD's customer probably knows what his neighbor is like and what he's after, hence the call to 3Crown to clear it.

Been there, done that. Don't give it ALL away, just enough to get them to realize they need to HIRE you.

Uni R

Good call MD!!

If Mr Crusty wanted to call you, then he should have had the circulars to do it himself. What are the chances that he'd fork out ripping out his new system and eating all those costs when he was tight the first time? Sounds like he wants to waste your time so that he can build his argument to fo after Triple Crown who already gave him what he was willing to pay for.

Dan Peel

Right answer

I used to go to all these jobs. Had one on a radiant plus air handler job where I missed the job by a few (thousand) dollars. Mid winter the installing contractor called me to meet him on site, with the owner for a consultation. Two hours later, after listing and explaining what was needed to finish what they started the homeowner decides nobody's worth $100 an hour at his house and refuses the invoice. I did get paid by the contractor - eventually. It's OK to say no thanks. There are some customers out there you don't want, you still get to choose. Enjoy.....Dan

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DaveGateway

He knows your number ,wonder why he didn't call? Sounds like he was doing his own trouble shooting. Next customer please!

Arthur

Right question

Yes, I bet a you while he wouldn't pay anyone $100/hr, he was probably getting a salary which is well above $100/hr.
Unfortunately they are all over the world, The more money they have the less they want to spend it.
Just did a chargeup job for a property devevoleper, More money than the bull can pass yet I have wait 3 months for my payment.
Yet do a job for old age pensioners. Cup of tea at morning break with scones& Jam and cann't wait to pay before you have even had a chance to pack up your tools.

Ken C.

Run, don't walk, away from that guy

Mad Dog, I would've made the same decision. This guy tried to pick your brains for free information and then wasted about three hours of your time for an estimate that he shot down. As some others mentioned, if he didn't want to pay for a quality job in the first place, he probably won't go for the cost to remedy a lesser quality job. Maybe this guy will learn a lesson (but probably not). Anyway, it's nice to pick and choose. Life's too short to deal with people like that.

Ken C.

Rich cheapskates

Your post reminds me of a customer I had this morning. These people owned a large house with an ocean view, had to be worth at least $600,000. Their second-floor toilet had been overflowing for months, causing water damage to the first floor wall and ceiling. Another plumber had previously sent a camera down the toilet drain line, but found no real problem. Although he had to remove the toilet, he never bothered to check to see if there was a foreign object in the outlet of the toilet, said the homeowner. There were young children previously living in the house, so there was a possiblity that a small toy could have been dropped in the toilet. Anyway, I presented three options: auger the toilet ($75), remove the toilet to check the horn for a foreign object ($150), or, replace the toilet (which was some off-brand toilet of dubious quality) with a Toto toilet, which are known for having a good flush ($300). After spending several minutes explaining this to him, he said he "needed some time to think it over." Unbelievable!

B. Tice

Mad Dog, you are right my man........

As Ken said, run from this Guy. Remember, no action is better than bad action. You lost enough money on this Guy already.

Mad Dog

I don't think you understand it fully Jack

Mr cheapo did not have the guts or class to call me, and ask for help. No! He took the sneaky and nervy way out AGAIN! by going to a man he does not know (they live several miles away in a heavily popluated area) and never met, and asking him to see the job I did because he his botch-melt job was not working correctly. Not only did I find that crusty, so did the nice man that I did the job for as well. That is why he called to let me know. Mr Cheapo DIDN'T ask him if he could have me come over, he just wanted to go over to the job and take pictures, notes, and drwaings of how we piped the boiler room, manifolds et cetera. I think both my customer and I are quite justified in rebuffing this pushy boor. I certainly would go TO HIS HOUSE TO SEE THE BOTCH-MELT job, FOR A HEALTHY Fee, but he has never asked and would probably not pay it. I would have to insist on cash as I entered the door because he is the type to pull a fast one. Our reputation is for super high quality, fair priced, but never the cheapest, work. I used to run around giving free estimates and laying out jobs for everyone, but I have been forced to smarten up as alot of people have no problem picking your brain, having you jump thru hoops, 20 phone calls back and forth, what size boiler are you giving me? Can you do a heatloss for me.....blah blah blah. I've got too many responsibilties and bills to pay to do free consulting anymore.... Mad Dog

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Mark Hunt

Maybe


you should call the guy. Tell him you drove past his house and saw a bunch of snow on the driveway. Tell him you thought that was strange because there was NO snow on the good customers driveway.

On second thought, you did it exactly right. Every time he drives past YOUR work, all he will have to look forward to is a snowy driveway!

What a pity. (WINK WINK!)

Mark H

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[Deleted User]

i guess i'm kind of mean,

cause i'm smiling at the cheapo's discomfort...and even if he did develope the cahone's to call, i wouldn't go...i'd tell the person, i gave you a quote and you wasted my time, have the guy who did the job fix it...and i'd end the call with ''have a nice day''...but then ive been told that i'm to ornery to die (not sure if that was an insult or a compliment tho).

jackchips_2

Thanks for

the clarification, Matt.

Personally, I would have handled this differently but we have a complete opposite temperment and that's what makes the world go round.

Hope we meet some day.

Mad Dog

I hear ya Jack..................we all

have different life experiences that shape our temperment. Its what keeps life interesting. Look foward to meeting you someday too. I keep reminding you guys........They call me Mad Dog....not lap Dog....their is a reason.....hee hee Mad Dog

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Mad Dog

Amen

MD

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Big Ed

Broke

Someone said it best ........."Everyone is broke but at different levels"....

Ken C.

I like that saying!

Debt seems to be the American way, doesn't it? And some Americans with high incomes have equally high debts. I guess I shouldn't make assumptions based on appearances.