Dealing with the public.

[john hall]

When dad was still working for an IH dealer it was amazing how many people came in needing tractor or Cadet parts and had no idea what they owned. They kept a small cabinet on the end of the parts counter that would have the customers name and a list of all their equipment on a note card--this was pre computer era.

Nothing like a guy coming in needing a belt for his lawnmower. Well what model is it they would ask. Don't know for sure, think its early 70's. No the number on the side of the hood. It has one? Is their someone at home you can call to go look? Lets just say folks really bought in to the idea of the store having a record of all their equipment. Folks like that were also a reason the owner would not sell EVERYTHING--he chose models that were common so they would stand a chance of having the parts you needed in stock.

[drcjv]

After 30* years in medicine. We now own and operate a hardware store and locksmith Co. Our commercial accounts are great. Residential are a completely different story.*The best is when we drop everything on a job to go and unlock a car or house that some one is locked out of. Sometimes it takes us less than 30 secs to get in and when we tell them it cost $60-$80 they go ballistic. They don't take into consideration that I had to pull a tech from another job and the whole ordeal takes an hour with drive time. Now I tell every one up front the cost. It is hilarious about 30% of the time they bitch about the price and say no. Only to call back in ten minutes after they call around and see we are about the most reasonable or that they can't get open themselves. The other one we get is people buying tools ect.. using them and then returning them you can always tell.**

[cooperino]

Originally Posted by drcjv

After 30* years in medicine. We now own and operate a hardware store and locksmith Co. Our commercial accounts are great. Residential are a completely different story.*The best is when we drop everything on a job to go and unlock a car or house that some one is locked out of. Sometimes it takes us less than 30 secs to get in and when we tell them it cost $60-$80 they go ballistic. They don't take into consideration that I had to pull a tech from another job and the whole ordeal takes an hour with drive time. Now I tell every one up front the cost. It is hilarious about 30% of the time they bitch about the price and say no. Only to call back in ten minutes after they call around and see we are about the most reasonable or that they can't get open themselves. The other one we get is people buying tools ect.. using them and then returning them you can always tell.**

I love the tool bit LOL! Buy use return... funny. I would keep the ones that seem to be getting "rented out for free" and actually start renting them out. At least you get something from it then. Or What I see a lot of places do. Charge a 20% restocking fee. Ah.. ya gotta just love people LOL

[DoubleO7]

Originally Posted by cooperino

I know in some business you can't always get it signed but even if its emailed to them they can't say they didn't know the price..

Without a copy of a signed off estimate, they will just claim they never received email.

[cooperino]

Originally Posted by DoubleO7

Without a copy of a signed off estimate, they will just claim they never received email.

They can say that... In NY state courts recognize even on ok to start work over the phone. So if the customer leaves and you call them with estimate and they say ok. You have to write on the estimate customer gave verbal ok over phone. With the new POS "Point of sale" systems it records everytime you look at, add to or edit an estimate or invoice and if the customers email is in system it sends the updated estimate. When I use quick books and send and estimate or invoice by email through it, it even shows me what time the person viewed it. Some new tech is good in some ways after all! lol