Would you do that?

pictureon · #1 (**permalink**) 09-19-2005, 06:34 PM

4 months ago I installed a satellite system in a new house. Since the customer did not want to install it on the wall, I did not have any other choice but to install it on the wood trim little bit far from the side of the house, in a way that you might need to step on some roof tiles to reach it. A week ago the homeowner called me and informed me that the roof company called and told him that his roof warranty would be cancelled if the dish is not removed. The homeowner was mad because he was arrguing that I should have known better and not have installed it in a way that I had to step on the roof tiles. (He was OK with it before)

I went back to his house and removed the dish for free. The homeowner wanted me to reinstall it in different place so I told him that it cannot go anywhere else but the side wall of the house on the stucco, so he agreed to it. Few days after that he called saying that stucco company told him that installing the dish on the stucco would cause leak and the stucco warranty would be cancelled. so he wants me to go back and remove the dish. I simply told him that I no longer can do it for free. He said that I should have known and informed him that installing a satellite on stucco would cancel warranty. I never heard of such thing. My question is, if you where in my place, would you remove the dish for free? What do you think of the roofing company? Can they cancel warranty for that reason?

Thank you

DruzeTito · #2 (**permalink**) 09-19-2005, 08:04 PM

I don't know if I would do it for free, but I would tell him your residence is not cable of having a satellite dish installed. I guess the only last option you have is to install it on a tripod on the ground or dig a hole and put a pole in cement on the ground..

bobkat · #3 (**permalink**) 09-20-2005, 11:04 AM

I would not have gone back for free even the first time. After I complete any installation I have the customer sign the installation work order and there is a clause that says "I agree that the above job has been completed to my satisfaction". Once they sign this there is no way they can make you come back to reinstall the dish for free. As for the warranties being cancelled I would tell the customer that you are a satellite installer and not a roofer or stucco man so how could you know it would void the warranty? Once the customer agrees to a particular location for the dish any problems after are his responsibility; not yours.

kat

malk · #4 (**permalink**) 09-21-2005, 01:02 AM

You might consider reinstalling the dish for the customer out of courtesy, and for repeat business in the future. A pleased customer
can easily get you many recommendations in the future.

Also for me, sometimes its not worth the trouble with arguing and
disputing with customers. I would rather give the money back than
get into disputes. It's only money, and you could make it back
somewhere else in the future. I've grown quite a few white
hairs over the years dealing with customers; its not worth it.

malk

bobkat · #5 (**permalink**) 09-21-2005, 11:48 AM

Quote:

Originally Posted by malk

You might consider reinstalling the dish for the customer out of courtesy, and for repeat business in the future. A pleased customer
can easily get you many recommendations in the future.

malk

Yes, I used to follow this philosophy until I was talking to a contractor who told me that sometimes, if you do 2 or 3 jobs for free for the same customer, the customer actually feels a little bit guilty for making you come out to fix things for no charge. They are then reluctant to refer other people to you because they think the referrals will also make you come back several times for free too. I know this sounds a little weird but I guess there is some element of truth to it because ever since I stopped doing stuff for free, I have noticed an increase in business. The most important thing is to do a very neat and tidy job during the install and be polite to the customer, even though sometimes its hard. Your workmanship quality will get you a heck of a lot more referrals then doing free service calls. I never put a truck on the road for less than $75.00, even if the customer bought the equipment just yesterday. A service call is a service call. Period.

kat

pictureon · #6 (**permalink**) 09-26-2005, 09:20 PM

Kat. Thank you. I wish I could do like you. Believe me sometimes I go back to the customer home just to put back the TV on channel 4. When you deal with customers who do not want to follow your instructions on the phone and yet do not want to pay for your visit, It's tuff.
And you're right, the customer that you do so much things for him/her for free, they would not get you another customer although they make sure to promise you that to get more from you.

Thanks guys. I feel better now.

bobkat · #7 (**permalink**) 09-27-2005, 10:39 AM

Quote:

Originally Posted by pictureon

And you're right, the customer that you do so much things for him/her for free, they would not get you another customer although they make sure to promise you that to get more from you.

Of course !! If I had $1 for every time I heard "I can get you lots of new customers" I would have retired years ago. :mozilla_frown:

kat