I guess you can't make EVERYBODY happy.

[score300]

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.

[Dieppert]

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

[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?

[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.

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?

[Outlaw1&2]

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.

[score300]

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.

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.

[POfisher]

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

[POfisher]

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.

[Shine Runner]

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!

[jafacman]

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.