Keeping Customers Happy?

[mc_blue]

Good morning everyone,

Can I have your opinion on the following please? Basically we attend to many vehicles in the week (up to 10) which either have 'key faults' or 'keys locked in car'. As you would appreciate with many cars, they happen to be deadlocked or the alarm/immobiliser has to be reset. Now, for this we have a vehicle locksmith on hand. Although I've got no complaints about the service I'm very surprised by their attitude. Essentially, no Christmas card and then to make it worse I needed a couple of keys cut for a filing cabinet cut and they charged me £2.30 for a set! Considering on a good week our referrals may generate up to £750 revenue for this particular company I must admit to finding the owner's behaviour to be quite disappointing.

This contrasts starkly with a local tyre supplier who is offering us tyres for our fleet at heavily reduced rates.

Am I just being over-sensitive or do you think that the aforementioned business' conduct is rude?

Cheers

[superlightr]

I would try to come to a formal arrangement with them.

We used to put a similar amount of work to a contrctor, and we paid them, so it was easy to suggest that we get a introductory commission.

We dont send our Christmas cards, nor do I expect them.

Chocolates go a long way in putting work in peoples directions but at the end of the day when you add up the amount of work they make by our direct instructions, money talks. Its suprising how much extra you can earn by comming to a formal arrangement with them.

[SGirl]

The lack of a Christmas card wouldn't bother me, personally. But the lack of goodwill for a cheap set of keys is a bit petty. I'd be tempted to point it out to them.

Edited by SGirl on Thursday 25th January 11:43

[justinp1]

SGirl said:

The lack of a Christmas card wouldn't bother me, personally. But the lack of goodwill for a cheap set of keys is a bit petty. I'd be tempted to point it out to them.

Edited by SGirl on Thursday 25th January 11:43

I would just be tempted to 'vote with my feet' and take my business elsewhere for a while and see if I can get better service and even prices elsewhere.

[Leftie]

Thing is , we don't know what the paperwork for 2 free keys might be, of if they can simply bypass their stock/accounting system to do that?

I certainly wouldn't get the huff in any way that might impact the business for £2.30p. You may be dependant upon them one day 9and of course vice-versa).

In summary: life is too short.

[SGirl]

But for £2.30, couldn't the MD or whoever pay up and keep the books straight? The value in terms of goodwill to mc_blue is well in excess of £2.30. The potential loss to the company is several hundred pounds' worth of business a month.

If this had been my company, I'd have given him the keys, thanked him for his efforts at referring business and then stuck my hand in the petty cash tin.

Edited by SGirl on Thursday 25th January 13:24

[mc_blue]

Thanks for the prompt replies. What I'm going to consider is putting into practice a commission system - i.e. we take a cut of the invoiced amount. I think it's only fair because we offer concessions to companies to bring fuel drains back etc. The other thing is - it isn't like they're the only vehicle locksmiths in Birmingham. I think most firms would be interested in a deal worth potentially hundreds of pounds per week.

The Christmas cards bit was just an example - I wasn't too concerned about that one - just another observation.

Edited by mc_blue on Thursday 25th January 14:24

[tigger1]

SGirl said:

But for £2.30, couldn't the MD or whoever pay up and keep the books straight? The value in terms of goodwill to mc_blue is well in excess of £2.30. The potential loss to the company is several hundred pounds' worth of business a month.

If this had been my company, I'd have given him the keys, thanked him for his efforts at referring business and then stuck my hand in the petty cash tin.

Edited by SGirl on Thursday 25th January 13:24

Petty cash? Yes, I'd say it's an authorised legitimate business expense.

[jacko lah]

SGirl said:

The lack of a Christmas card wouldn't bother me, personally. But the lack of goodwill for a cheap set of keys is a bit petty. I'd be tempted to point it out to them.

Edited by SGirl on Thursday 25th January 11:43

My son's best mate owns a garage and will do mate's rates on most stuff. He recently Swapped 4 tyres I got off another mate, onto some alloys I picked up on VXon for buttons. He balanced them and charged me £15 for the 4. Now a week later I'm having an arguement about one of them that he's just fixed cause the bead is leaking cause the paint is flaky.

I'm saying NO you must charge me something and he's saying No we never did it right in the first place and I'm saying you only charged me £15 and this has just taken your lad half an hour to sort out.

3 months ago he fitted a clutch and gearbox to my C Reg Sri for £140 quid (Trebling it's value overnight) . I supplied both but he supplied the oil, and there's 4 to 5 hours work in it.

If I ever am asked by anyone about a car problem I suggest going to him.

[HiRich]

mc_blue said:

Thanks for the prompt replies. What I'm going to consider is putting into practice a commission system - i.e. we take a cut of the invoiced amount. I think it's only fair because we offer concessions to companies to bring fuel drains back etc. The other thing is - it isn't like they're the only vehicle locksmiths in Birmingham...

But are they the best?
If they arrive in minutes, any time, and do a good job every time, is it worth being upset about a small job you thought could have been lost? If they are worth persevering with, you might have an informal chat about a more friendly relationship, whether a commission system or doing each other favours.

And just a thought? Do you do them a deal servicing thier vehicles?

[mc_blue]

They've got the one van - and we did that at almost cost price as a favour (knocked a good £100 off the bill if I recall). I think they are reasonably good but to be fair it is a very competitive market and I'm sure the dealership networks etc will be able to assist. I think the best thing to do is probably call them and arrange an informal meeting.

Thank you for all your feedback thus far.

[glassman]

How much would the new set have cost otherwise?

[ipsg.glf]

mc_blue said:

Thanks for the prompt replies. What I'm going to consider is putting into practice a commission system - i.e. we take a cut of the invoiced amount. I think it's only fair because we offer concessions to companies to bring fuel drains back etc. The other thing is - it isn't like they're the only vehicle locksmiths in Birmingham. I think most firms would be interested in a deal worth potentially hundreds of pounds per week.

The Christmas cards bit was just an example - I wasn't too concerned about that one - just another observation.

Edited by mc_blue on Thursday 25th January 14:24

Let me understand this correctly. People approach you when they have a difficulty. You then pont them in this other firms direction. Is that right?

[davidd]

I'd have a formal arrangement with them, before that I'd talk to a couple of others about that deal they would do for you and maybe even give them a trial. If they give you at least equal service then start negotiations as you say there are plenty of them out there. Maybe of you had three preffered suppliers they might all try a bit harder to keep you sweet.

The way it works with us is cross referrals, people recommend us, we recommend them. We all send each other christmas cards And we will always do stuff FOC, at cost or as low as we can for 'partners' and they will do the same for us. It is the way of the world..

D

PS We get christmas cards from the local curry house and pub

[mc_blue]

ipsg.glf said:

mc_blue said:

Thanks for the prompt replies. What I'm going to consider is putting into practice a commission system - i.e. we take a cut of the invoiced amount. I think it's only fair because we offer concessions to companies to bring fuel drains back etc. The other thing is - it isn't like they're the only vehicle locksmiths in Birmingham. I think most firms would be interested in a deal worth potentially hundreds of pounds per week.

The Christmas cards bit was just an example - I wasn't too concerned about that one - just another observation.

Edited by mc_blue on Thursday 25th January 14:24

Let me understand this correctly. People approach you when they have a difficulty. You then pont them in this other firms direction. Is that right?

Yes essentially if it is not possible to get into the vehicle (either through causing damage or due to immobiliser/alarm faults) a vehicle locksmith is necessary to assist in the matter. Obviously, if you act as a referrer the customer is getting a better deal because they offer a partially subsidised cost and are a reputable firm.

[mc_blue]

glassman said:

How much would the new set have cost otherwise?

They're normal keys for a filing cabinet - so we paid the 'full' amount. It just irritated me somewhat.

[ipsg.glf]

mc_blue said:

ipsg.glf said:

mc_blue said:

Thanks for the prompt replies. What I'm going to consider is putting into practice a commission system - i.e. we take a cut of the invoiced amount. I think it's only fair because we offer concessions to companies to bring fuel drains back etc. The other thing is - it isn't like they're the only vehicle locksmiths in Birmingham. I think most firms would be interested in a deal worth potentially hundreds of pounds per week.

The Christmas cards bit was just an example - I wasn't too concerned about that one - just another observation.

Edited by mc_blue on Thursday 25th January 14:24

Let me understand this correctly. People approach you when they have a difficulty. You then pont them in this other firms direction. Is that right?

Yes essentially if it is not possible to get into the vehicle (either through causing damage or due to immobiliser/alarm faults) a vehicle locksmith is necessary to assist in the matter. Obviously, if you act as a referrer the customer is getting a better deal because they offer a partially subsidised cost and are a reputable firm.

Rather than acting as the referer, you want to simply charge the vehicle owner and then sub-contract the fix to this firm. You collect the money. You negotiate hard with them on callout fees. You are in control of your relationship with your customer.

[steviebee]

mc_blue said:

Essentially, no Christmas card and then to make it worse I needed a couple of keys cut for a filing cabinet cut and they charged me £2.30 for a set! Considering on a good week our referrals may generate up to £750 revenue for this particular company I must admit to finding the owner's behaviour to be quite disappointing.

This contrasts starkly with a local tyre supplier who is offering us tyres for our fleet at heavily reduced rates.

Am I just being over-sensitive or do you think that the aforementioned business' conduct is rude?

Cheers

We've had a similar thing: Local supplier of exhibition and display material. Used him for over 5 years. Nice enough bloke, decent company, reliable. So much so, that we never got anything quoted and never queried an invoice. Annual spend around £40k - £60k.

We got him to do some stuff for an exhibtion we were exhibitng at (usually it's work our clients have asked us to source). First off - no discount (even though the event would have likely led to him getting more work). He also supplied a dartboard on a display stand as part of this but we couldn't get the panel to stand secure. "I've got something knocking around that will do the trick!" says he. He comes along with a bit of bent iron and some bolts. Drills some holes fixes it. Granted, it does work.

We then get a bill for £500 for this thing!

So....we don't use him any more!

[mc_blue]

Thanks for all the advice and suggestions so far - especially ipsg.glf.

Cheers

[nightmare]

ipsg.glf said:

mc_blue said:

ipsg.glf said:

mc_blue said:

Thanks for the prompt replies. What I'm going to consider is putting into practice a commission system - i.e. we take a cut of the invoiced amount. I think it's only fair because we offer concessions to companies to bring fuel drains back etc. The other thing is - it isn't like they're the only vehicle locksmiths in Birmingham. I think most firms would be interested in a deal worth potentially hundreds of pounds per week.

The Christmas cards bit was just an example - I wasn't too concerned about that one - just another observation.

Edited by mc_blue on Thursday 25th January 14:24

Let me understand this correctly. People approach you when they have a difficulty. You then pont them in this other firms direction. Is that right?

Yes essentially if it is not possible to get into the vehicle (either through causing damage or due to immobiliser/alarm faults) a vehicle locksmith is necessary to assist in the matter. Obviously, if you act as a referrer the customer is getting a better deal because they offer a partially subsidised cost and are a reputable firm.

Rather than acting as the referer, you want to simply charge the vehicle owner and then sub-contract the fix to this firm. You collect the money. You negotiate hard with them on callout fees. You are in control of your relationship with your customer.

:nod: :nod:

but....good customer service is not hard to do and utterly essential to a good business. There are many locksmisths around, and some of them might be the right sort - like Jacko Lahs mate. Why give someone who isnt really going the extra mile for what is a long term and valuable business friend all that money? find someone new who's a top bloke and you feel good about referring customers to!