We all know there are people out there that want something for nothing, and they will do whatever they can to get it. Now and then we get the customer from hell whose high expectations are not met and nothing we do on a subsequent visit seems to please them. People live under tremendous stress these days, and blow their top at the slightest thing. It’s as well to remember that we just may be the next in line for letting out their pent up anger. Some companies are offering a “PERFECT” job with “2 year warranty” and offer to “return free of charge to correct any imperfections” on the first page of their website. Am I right in thinking that these sales-driven temptations may be a dangerous tactic to use and could ‘back-fire’ on them eventually? Our customers all sign to say they agree with our T’s & C’s on the contract before we commence the work, and if the work is satisfactory on completion they pay us the full balance. We all get it wrong sometimes. I’ll hold my hands up if I know the unsatisfactory outcome is my fault and we always honour a complaint should one come up. But I wonder what others think about having to call back to a well-restored floor when it’s pretty obvious that the customer would have been better off having new flooring installed in the first place? Bob www.floorfixer.co.uk Can you believe it? My neighbour knocked at my door at 2am last night. Luckily, I was up testing my drum-sanding machine
Pallmann offer 2 years guarantee on there products when used by a qualified professional. I think you have to play a role in managing the clients expections throughout the job especially if you think there gonna be high maintenance. If I'm busy and think there gonna be a nightmare I price myself out of the job
My team spent the best part of a week on a Pallmann course involving 3 training modules. At the end, we were all issued with a certificate verifying our qualification as 'Parketttprofi' which means that we are fully trained and I can now get a discount on Pallmann products if I want. However, to qualify for the backing of Pallmann for their 2 year guarantee, I have been informed that we need to attend an annual refresher course (cost unknown). I assume the contractor has to carry out this extra work at his own expense so cannot see the benefit. I have not noticed any loss of business by not opting for the annual refresher, and do not wish to make unnecessary call-backs, so I agree that your idea of 'pricing yourself out of the job' may be the right way to go as I believe that if you didn't mention calling back in the first place, perhaps it wouldn't even occur to the customer that they had this choice! Bob www.floorfixer.co.uk
Bob Yes my Guess would be if you had a probem with a job where Pallmann was used under warranty it would just a case of them sending you out more product for YOU to put more product on the clients floor and the Pallmann coarse is a way of making sure your putting there products on correctly and using the right quantity of Lacquer or Oil.
