I've just had a bad customer
Discussion
Someone say something to cheer me up, or at least come to terms with it (and offer advice on how to protect myself from this sort of thing in the future)
Some time ago I was approached by someone who was in a tearing hurry to get his kit finished so that he could take the SVA test before the IVA comes in. I wasn't very keen, and hate working to deadlines anyway, especially as it can adversely affect my other customers.
Anyway, there was soemthing special about his personal circumstances that made me sympathetic to his plight, and I made a special effort. His part-built car was a real mess when it arrived, and there were so many problems with it that it was quickly realised that it was not going to pass within the time available, but a fail would be OK as it would give another 6 months under SVA regulations to prepare for a retest.
After a few late nights and continuing struggle the car was got to the point where it was 'testable'. Sure enough it failed. In view of the mounting bill (despite a cracking good labour rate, since raised) the bill was mounting up and he decided to have the car back to finish it himself. He paid what I asked when I returned the car.
Now, a few days later, he has decided that much of what the car failed on was my fault, and he wants to be 'reimbursed'!
The morals of the story include 'no good deed goes unpunished', and 'you can't make a silk purse out of a sow's ear'.
Anyway, the details don't really matter, but if anyone knows of a good way to spot these people before becoming involved with them I'd appreciate knowing about it.
Some time ago I was approached by someone who was in a tearing hurry to get his kit finished so that he could take the SVA test before the IVA comes in. I wasn't very keen, and hate working to deadlines anyway, especially as it can adversely affect my other customers.
Anyway, there was soemthing special about his personal circumstances that made me sympathetic to his plight, and I made a special effort. His part-built car was a real mess when it arrived, and there were so many problems with it that it was quickly realised that it was not going to pass within the time available, but a fail would be OK as it would give another 6 months under SVA regulations to prepare for a retest.
After a few late nights and continuing struggle the car was got to the point where it was 'testable'. Sure enough it failed. In view of the mounting bill (despite a cracking good labour rate, since raised) the bill was mounting up and he decided to have the car back to finish it himself. He paid what I asked when I returned the car.
Now, a few days later, he has decided that much of what the car failed on was my fault, and he wants to be 'reimbursed'!
The morals of the story include 'no good deed goes unpunished', and 'you can't make a silk purse out of a sow's ear'.
Anyway, the details don't really matter, but if anyone knows of a good way to spot these people before becoming involved with them I'd appreciate knowing about it.
You have my sympathies. You try and do the right thing, a bit of "customer service" only to have it thrown back in your face.
My advice would be to have your own personal set of "standards" (this include not rushing jobs etc.) and turn down work if you see anything that would jeopardise your keeping to them. Also, have a rate and stick to it. I'm (naively) astonished at the sob stories/bulls
t people will come up with - straight faced - to get cheap/freebies/whatever.
Sounds like you're a decent chap, acting as you'd like people to act towards you only you've met the other side of "society" that don't have such morals. Sucks but it's inevitable.
Cheer yourself up by knowing you've done nothing wrong.
My advice would be to have your own personal set of "standards" (this include not rushing jobs etc.) and turn down work if you see anything that would jeopardise your keeping to them. Also, have a rate and stick to it. I'm (naively) astonished at the sob stories/bulls
t people will come up with - straight faced - to get cheap/freebies/whatever.Sounds like you're a decent chap, acting as you'd like people to act towards you only you've met the other side of "society" that don't have such morals. Sucks but it's inevitable.
Cheer yourself up by knowing you've done nothing wrong.
Soovy said:
Lesson 1.
Document what work you're going to do, by when, and to what standard.
Lesson 2.
When a project starts to go wrong, document the positon in writing
Oh, and...
Tell him to poke it.
Good practice, I agree. Bit difficult to apply to kit cars, though, so what I do is work to an hourly rate, having found out from them first what standard they want the work done to (in other words how quickly should I work) and whether or not they are going to finish the car themselves (if not then I know I need to get it to test passing stage). Document what work you're going to do, by when, and to what standard.
Lesson 2.
When a project starts to go wrong, document the positon in writing
Oh, and...
Tell him to poke it.
In the case in question there simply wasn't enough time to get to that stage, so a 'good fail' was aimed for. It's what he got, too, but presumably he's had buyer's remorse about buying in the work, although if he hadn't he would be up crick sheet.
What Soovy says is exactly right and a lot more succinct than I could put it.
You are always going to get the 2% of customers who are unreasonable and look to blame you at all costs.
I have just deleted a story which was too long but all it does is confirm that whatever you do sometimes, people will doubt what has been agreed - unless it is in writing.
5 minutes at the start of a job doing this, and 5 minutes doing that if there are problems will save you hours upon hours wasted later arguing.
Although you say that this rule does not apply to something complex like a kit car - I would argue that this is *exactly* when it is needed. What you need is a standard set of T&Cs for all normal jobs. Wherever the job comes away from this, put in writing what has been agreed and what is advised.
In this situation it would be something like: Fixing A, B, C and D to be charged at the hourly rate. That protects you from the customer asking you why you didn't fix E for the price agreed, or why the work has taken more hours.
Once there are problems which means that this no longer applicable like in this situation, you put in writing that they are advised that there is not enough time for the car to meet the test, however we are agreeing to continue work doing F, G, H and I.
You are never going to stop 'buyers remorse'. It may be the case in this situation that the customer has got an earbashing for 'wasting' all the money on the kit car as they are short for cash...
However, if you have in writing what is agreed it stops a lot of complaints later as there is no truth to 'bend'. For the complaints that do come through you can put them down quickly rather than try and quote conversations, you can just send a copy of exactly what was agreed.
You are always going to get the 2% of customers who are unreasonable and look to blame you at all costs.
I have just deleted a story which was too long but all it does is confirm that whatever you do sometimes, people will doubt what has been agreed - unless it is in writing.
5 minutes at the start of a job doing this, and 5 minutes doing that if there are problems will save you hours upon hours wasted later arguing.
Although you say that this rule does not apply to something complex like a kit car - I would argue that this is *exactly* when it is needed. What you need is a standard set of T&Cs for all normal jobs. Wherever the job comes away from this, put in writing what has been agreed and what is advised.
In this situation it would be something like: Fixing A, B, C and D to be charged at the hourly rate. That protects you from the customer asking you why you didn't fix E for the price agreed, or why the work has taken more hours.
Once there are problems which means that this no longer applicable like in this situation, you put in writing that they are advised that there is not enough time for the car to meet the test, however we are agreeing to continue work doing F, G, H and I.
You are never going to stop 'buyers remorse'. It may be the case in this situation that the customer has got an earbashing for 'wasting' all the money on the kit car as they are short for cash...
However, if you have in writing what is agreed it stops a lot of complaints later as there is no truth to 'bend'. For the complaints that do come through you can put them down quickly rather than try and quote conversations, you can just send a copy of exactly what was agreed.
Here in IT consultancy land we have something called a "Statement of Works". It's a signed legal agreement between 2 parties as to what is expected from a project and when it can be classed as a success.
http://en.wikipedia.org/wiki/Statement_of_work
We're not allowed to leave home without one!
http://en.wikipedia.org/wiki/Statement_of_work
We're not allowed to leave home without one!
Not really a bad customer... as you actually got your money!
a truely bad customer wont pay, and will leave you out of pocket by many ££££
had mine a cple weeks ago now, and since then ive had so much work come in i havent even had chance to let them cross my mind.
Karma... i now believe!
a truely bad customer wont pay, and will leave you out of pocket by many ££££
had mine a cple weeks ago now, and since then ive had so much work come in i havent even had chance to let them cross my mind.
Karma... i now believe!
It's at times like these when you just need to sit down, crack open a beer and forget about it. Jesus wouldn’t want you worrying over Easter now would he??
Some people are just so ungrateful and cheeky I know it can make your blood boil you just have to accept that there are these A-Holes around...
As long as you’re clear to the customer on what you are doing and document what you are doing you pretty much have a bullet proof case against any type of complaint. Sure he might not use you again but hey you don’t want him back...nor any of his ungrateful mates!
Some people are just so ungrateful and cheeky I know it can make your blood boil you just have to accept that there are these A-Holes around...
As long as you’re clear to the customer on what you are doing and document what you are doing you pretty much have a bullet proof case against any type of complaint. Sure he might not use you again but hey you don’t want him back...nor any of his ungrateful mates!
singlecoil said:
After a few late nights and continuing struggle the car was got to the point where it was 'testable'. Sure enough it failed. In view of the mounting bill (despite a cracking good labour rate, since raised) the bill was mounting up and he decided to have the car back to finish it himself. He paid what I asked when I returned the car.
Now, a few days later, he has decided that much of what the car failed on was my fault, and he wants to be 'reimbursed'!
1) He had the car backNow, a few days later, he has decided that much of what the car failed on was my fault, and he wants to be 'reimbursed'!
2) He finished the car himself
3) He submitted the car for the test
4) It failed
5) He paid you in full
In conclusion, he's trying it on. He *was* happy, but now he's not. I'd wager someone put him up to it.
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