dealing with rude/wrong customers

[steve@black]

Punch in the face often works:001_smile:

[NFG]

only reason I asked is 95% of my customers are good as gold but went to do a fencing quote couple of days ago and the customer was rude from the word go despite going out of my way to be as helpful as possible hence I will not be quoting/getting the job

 

Hi

 

Theres your answer then! dont waste any more time on them & I would do likewise.

 

 

N

[wrsni]

If they're paying you for YOUR expertise, why agree with them if they're wrong.

 

Have confidence in your own knowledge and abilities, be polite, be knowledgeable and explain (if they're prepared to listen) without being arrogant and/or condescending, and if they still act as if they know more than you then say that your plainly not needed as they know it all already and walk away.

 

I done the "customer is always right" thing for a couple of years and it was a disaster. Unless of-course you're a pretty poor tradesman with little idea what you're doing and then you've no choice.

[Stompy]

It's a tough one..... although I'm coming from the furniture making side of things it's much the same.

 

I always found just being very polite, listening to what they have to say and some how try to find some middle ground that is practically viable from your point of view and makes the client feel like they have had some input.

 

Saying that at the end of the day you are the professional and they are not so I often told them I simply would not do what they wanted as it wasn't what I thought the best course of action, it's my name on the line.... if I didn't get the job then so be it.

 

I often found the men to be the most difficult as I was in their house ( castle ) quoting to do work they they felt they could do but the wife didn't..... awkward situations sometimes. I just tried to make them feel that they were involved.....

 

Some people are just B****rds and are not worth dealing with, no matter how much money is involved, life is too short.

[skyhuck]

He who pays the piper names the tune.

 

I just hope none of you who say the customer is not always right don't ever work for me.

 

I have no time for rude customers and will invite them to take their business else where, but I run a service providing company, people pay me to give them what they want.

[spudulike]

Simple - put the price up and enjoy a drink at their expense:thumbup:

 

Fortunately, I have found the large majority of customers have been 100% fine and always treat others with respect and honesty and tend to be treated likewise:thumbup:

[wrsni]

I just hope none of you who say the customer is not always right don't ever work for me.

 

Nor would I have someone like you working for me, can't be doing with "yes" men!

 

Shows either a terrible lack of confidence in your own ability, a terrible lack of knowledge of your trade, or a "IDGAS, I'm just here for the money" attitude.

 

People pay me to do what they're not capable of or don't know how to, why then should I have to take advice from them how to do it!

Edited January 2, 2014 by wrsni

[theflyingscotsman]

He who pays the piper names the tune.

 

I just hope none of you who say the customer is not always right don't ever work for me.

 

I have no time for rude customers and will invite them to take their business else where, but I run a service providing company, people pay me to give them what they want.

 

Furthers to my business is business comment earlier....

 

I totally agree Skyhuck..

 

A few comments through the old rose tinted here....

 

'If you don't like what THEY want you walk away' ?!?!? WTF....

 

Simple communication and negotiation skills here.

 

If what the customer is asking isn't on, it's your job to mould the job into sensible do-able profitable work...

 

If they say cut my tree in half and you think 30% reduction is more suitable TRY and explain the best you can... But at the end of the day you've two choices to take the high ground and not make money or get on with it and make a bob or two. It's their property after all.. Yes they pay for your knowledge and expertise sometimes...some awkward customers won't listen a toss....

 

I get it mainly with mature hedges...

 

Yes colin can you just half it...oh deep joy... Another job almost impossible job to leave looking good.. A lovely hedge that's now lost its head! But it's their hedge and their asking you to do it for their reason so I mainly get on with it.

 

I have however in the past refused 'that type' of work if it is super prominent as I'd lose business rep by lots of people seeing = 'what the customer asked for' so you got to use your head way up the pos and cons.. But if you can make a profit = make it...

[skyhuck]

Nor would I have someone like you working for me, can't be doing with "yes" men!

 

Shows either a terrible lack of confidence in your own ability, a terrible lack of knowledge of your trade, or a "IDGAS, I'm just here for the money" attitude.

 

People pay me to do what they're not capable of or don't know how to, why then should I have to take advice from them how to do it!

 

Absolutely!!! I pride myself on it!!!

 

When customers tell me what they want I do my damnedest to deliver just that and when people recommend me I know they know I get things done and feel confident I can give their friend the same excellent service I gave them:thumbup:

 

I guess you are just good a letting people down gently and getting them to accept less than they were hopping for, a real "No man":001_huh:

 

Each to their own

[Stubby]

Just tell them , politely , what it would have cost them , should you have chosen them as a customer then walk away and do something else .