More Ethics

ernie_3

Was a tech for a small oil co. Was sent to a large home in the 'upper crust' part of town. Had large fwa o/f furnace,
w' no heat. Found the blower bearings blown apart. Went out and called in my findings as I did not have the right size bearings on board. They told me to tell the customer
that the "bearings we put in last week were defective". They were NOT replaced last week. I refused. They wanted a call on the phone. They explained that the previous tech
'oiled the bearings' so they charged her for new ones. I explained that the existing bearings were sealed so how could one oil them? He insisted I lie and say the new bearings were defective. I refused. He was upset and pulled me outta there to get a tech who would do what the company asked. My point is that the company wouldn't be lying.....I WOULD BE LYING! From that point on the handwriting was on the wall for me. I left that co shortly
after. My question is, what is the worst thing a company asked you to do. Did you do it? Why or why not?

clammy

loyality

Every place or person that i've worked for wouldn't even ask to lie they know it's not in my personal make up i cheer you for sticking to you guns .When asked to lie i tell the ho to call the office i make them make up the bs it ain't my job to lie .I do tell custemers you can't fix junk and you don't need a mechinic you need a magician in some cases but all in all i leave all the bull to those in the office i don't get paid to lie or to put peoples lives or homes in harms way .I know you pain once workede for a hvac service dept.they over charged there custemers replaced loads of parts on PM calls and had stupid company rules i believe the end was using a power washer on a/c condensing coils flatten them like a malet and a piece of plywood .It truely is a freakin jungle out there you only have to be able to sleep with what you do peace clammy

Mad Dog

Went on a sewer cleaning call as a young journeyman.

Murray, my boss, told me "Listen, make a day out of it...we need the $$$$$." I said, I'll try to see what other work around the house that they need. "we'll, you find something...take a hammer and break that f*&^&%^n house trap if you have to, but make sure you make the day outta it, kid." Cleaned the sewer, failed to sell them any other work, and would not "break" the trap. He was p.o.'d but didn't fire me. After that, he knew I wouldn't do unethical things. Mad Dog

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curiousity kills

lying

Always work as though there is a camera on you because there could be.Why not give the customer a few options regarding the original repair? If they choose a new blower you probably wouldnt have been back.If they choose a repair on an older moter knowing all ther options they cant be upset if the repair didnt work.

ernie_3

you're missing the point

There was no original 'repair'. They might has well poured some lubricating oil onto the air filter. How does one oil sealed bearings? It's like pouring a quart of oil onto the oil fill cap in your car and hoping some seeps in. I agree w' the 'repairs option' but where's the trust in the original 'repair'?

J.C.A._3

Ernie,

Again, Treat your customers like you would like to be treated. You'll always sleep guilt free and make the "company" more money.

The fact that they asked you to lie WAS wrong. You did what you thought was right and was able to move on to the next job. I, personally would have parked the truck in front of the office after taking my tools and equipment out too.

A conscience is a terrible thing to waste. If you have one, you care and shouldn't be subject to that kind of abuse. You done well buddy! If the company can't make money honestly, they shouldn't be in business, or have grossly underestimated the cost of doing it right. That isn't your problem, it's theirs. Chris

curiousity kills

I understand there was no original repair and the way the previous tech handled the call was unprofessional. I think your ethic of running a service call deserves to be with another company.The company I work for runs all calls with a service procedure whether it is a no heat ac or plumbing call. We approach every call with a good better best repair approach.It has dramatically reduced call backs and customer disatisfaction.

Mad Dog

True - better yet...REALIZE GOD is always watching

and you'll walk the straight line. Mad Dog

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ernie_3

This is the same

company that called all the techs together to discuss callbacks. We were told that any callbacks would be charged back to us hourly. We finished our meeting and I cornered the boss and told him this. Consider ANY chargeback to me my two weeks notice. I pride myself on 'polishing the apple'. I never received a chargeback, but never let on to the other techs. Everyone cuts there own deal...................but it seems we're not all cut from the same cloth.

Constantin

Fantastic Response...

...working for a crooked company makes you wonder a couple of things... like where do the lies end? When do you know they're telling the truth anymore when they obviously have no concept of ethics?

The sad part is, many companies slide into this sort of problem slowly as economic malaise sets in... then never get out of it until they're out of business. A bad contractor can only "fool" a customer so long until the customers get the message and switch contractors and/or sue them.

As for chargebacks against techs, that is a club-like tool that I would reserve for the bluntest kind of apprentice, i,e. the kind I wouldn't hire. Either you can trust the people that work for you or you fire them. There is no in-between, IMHO.

curiousity kills

Any company that charges the tech with the callback hourly is not a company I would work for.What we do is if the service tech has two or less callbacks in a month he is rewarded with a one hundred dollar cash spiff. This gives incentive to not get a callback.These are 100 percent no excuse callbacks.All of our daily paperwork is checked in by a lead one call at a time so giving options is not an option to the tech.I truley believe in presenting options on all calls.Let the customer choose the "get me by" repair or the "long term" repair. The longer you practice this method you can come up with good options on every call that the customer can understand.Call it upselling call it what you want but truth of the matter is our customer complaints droped like a rock.Also the company can afford to take the hit on callbacks because they will make it up on future calls. I know I jumped off the original subject you brought up but I wanted to point out how working for a company that has a service procedure in place can avoid the headach you went through.

Ken D.

Ethics

I once worked for a guy for one month that was probably the biggest liar I have ever come across It was a disese. Of course because of that type of working enviroment,everyone else working there was a liar also. The owner would have the techs lie to the customers,and when the customers found out, he would blame it all on the techs. This degenerate is still in business. I'm sure he does not get many repeat customers. People lie to cover up lies and it snowballs. After a period of time, you won't remember what lie you told. If you lie to the customers, you are the one lying. The customer heard you, the service invoice you filled out says as much. If- God forbid- anything happens (such as property damage, fire, injury,etc. as well as any consumer advocate actions), you are the one holding the bag. The boss will disavow any knowlege of your activities and blame everything on you. You could be sued, jailed or or have your name dirtied so much, it will be difficult to find another job- not to mention you having to live with yourself. These clowns are out there in force. Do the right thing. Be honest. Most customers will appreciate it. Don't stick your neck out and if the boss doesn't like it, go somewhere else.

Ken D.

Ken C.

Sounds like a company I used to work for

The owners didn't want to keep many items stocked on the trucks. They actually encouraged you to go to the supply house in the middle of a job because they charged by the hour. Oh, and they also charged customers for parts that weren't installed. I didn't work for them long, for the above-mentioned and other reasons, such as, they had no respect for their employees.