Telling my customer/client no?

A customer I've had for several years bought himself a second boat last week and called me Thursday saying it had a couple electical issues and he wanted to bring it by for us to look at. He delivered it yesterday afternoon in the rain so it was set inside until this morning. His complaint was some things work, some don't and it keeps tripping the breakers and popping fuses.

My helper opened it up this morning and then came and got me to look at it saying he had no idea where to start. I looked at it and what a disater! The engine compartment has wires running everywhere, some going to nada but still "hot", wires that don't match any sort of color code, a perko switch that had been "jumpered" etc. and under the dash it's just as bad with stereo wiring seemingly running everywhere.

I got the owner on the phone and told him what I had found and the ONLY way I was willing to tackle this was if he were willing to let me strip almost everything out, buy marine rated components including properly color coded, tinned wire and basically rewire the boat. (Not engine harness) He wasn't thrilled at the cost factor, actually that's putting it mildly but my take on this is I *might* be able to track down the current problem but this rats nest is going to cause no end of grief. (And he'll claim we did a poor job when the next thing goes out. He's that sort of customer.)

Sometimes you just got to tell the customer no and stick to it. I think this is one of them.

Re: Telling my customer/client no?

Bubba1235 said:

Sometimes you just got to tell the customer no and stick to it. I think this is one of them.

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It has been said: "I've never lost money or credibility on a job I didn't do"

I have that post on my office wall.

Re: Telling my customer/client no?

is he a good customer / friend?
I think I would tell him if he wants mickey mouse go to disneyland!!

if you cant do it RIGHT, why do it at all?

when its all said and done IT'S YOUR SHOP REP. ON THE LINE

woosterken

Re: Telling my customer/client no?

There is always a time or 10 when a client/s wants to take short cuts and if you do it, there is always the chance it will come back to haunt you.
You need to spell it out for them what is going to happen on paper and get them to sighn it stating they understand completly.

(I have lost customers and that hurt, but I am glad I didn't do the job improperly.)

Re: Telling my customer/client no?

You did not tell him "no." You told him what it would take to be "yes." It's up to him now.

Can't handle it any better than that.

Re: Telling my customer/client no?

ajgraz said:

You did not tell him "no." You told him what it would take to be "yes." It's up to him now.

Can't handle it any better than that.

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Agreed. The boat needs to be rewired. Tell him it will cost almost as much in labour to trace out and repair all the old wiring. If he wants that done then go ahead. You will still be paid for your time.

Re: Telling my customer/client no?

Bubba1235 said:

... all I see is a disaster in the making if we don't do the job the right way. I can just imagine if the dang thing caught fire and all the blame landing on us.

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You're right on the first part, and absolutely right on the second part. In this case you are correct to tell him what you told him. Basically it needs to be your way or the highway. Do NOT let him talk you into/convince/threaten/cajole you into a partial "just good enough" repair. Nobody will be happy in the end with that.

Re: Telling my customer/client no?

Bubba1235 said:

I can just imagine if the dang thing caught fire and all the blame landing on us.

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For that reason right there, I would walk away........

Re: Telling my customer/client no?

WIMUSKY said:

For that reason right there, I would walk away........

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Ahh, there's the easy way, and then there's the right way. Neither of which seem to be an option for you... :facepalm:


Good luck Bubba and just ensure your customer you are trying to do the right thing for him. I would frame it up with a nicely painted picture of the headache it COULD become if not done properly the first time (naturally removing yourself from all liability of course).

You will be out on the lake with your family, heading back to make it to that important dinner appointment when you lose power. Having to endure the embarrassment of a tow. Then dropping the boat off back at the shop only for you and your mechanics to say I told you so, and having the techs try to trouble-shoot the already troublesome wiring, only to potentially have a seperate issue come into play later, stop and repeat.

It may get him thinking more proactively than reactively.

Re: Telling my customer/client no?

Bubba, it sounds to me like your reservations are more on the side of the customer than your shop doing the work incorrectly. I'm assuming you've had problems with him before. He is a paying customer and this time of year you're probably pretty busy like the rest of us. The temptation to say no is pretty hard to resist. I think you owe it to your customers to always give it your best shot and maybe call in some outside help if necessary. I do it and most of the guys I know that are still in this business do it too. We all know that xmas dinner could be a can of beans if we aren't willing to take the good with the bad. I know, it sux.

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Stand your ground on a total rewire or come and pick it up because you know it's a fire hazard just waiting to happen one day. And when it does he'll try to come after your company with a lawyer in tow.

Re: Telling my customer/client no?

I know it is easy for people that are not in this buisness to suggest how to handle this but if this person is your friend. He should understand your position and accept the recomendation from you as how to approch this.

Re: Telling my customer/client no?

I've always considered that my clients pay me for expertise ... not just labor. Good customer service is telling the client what is the right thing to do, what is acceptable and what shouldn't be done.

We design exhibits. Rule #1 - we don't design anything that will fall over and kill someone. Even if that is what the client wants. (Seriously, we actually state that rule )

Bubba, you're the expert (and a pretty upstanding guy from everything I've ever read). To do a hack-job that would wind up being dangerous is actually bad customer service and unprofessional (IMHO).

Re: Telling my customer/client no?

keep in mind i agree with you 1000% , and IF you were in Massachusetts, YOU would be my mechanic PERMANENTLY in a new york second.........

"You might NOT like what i have to tell you, BUT I will tell you what you need to hear"

Re: Telling my customer/client no?

Bubba1235 said:

He wasn't thrilled at the cost factor, actually that's putting it mildly but my take on this is I *might* be able to track down the current problem but this rats nest is going to cause no end of grief. (And he'll claim we did a poor job when the next thing goes out. He's that sort of customer.)

Sometimes you just got to tell the customer no and stick to it. I think this is one of them.

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korygrandy said:

Ahh, there's the easy way, and then there's the right way. Neither of which seem to be an option for you... :facepalm:

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Tell ya what big shooter, if you read Bubba's 1st post he's already hedging on not doing the job because his gut tells him there could be problems. For me to say he needs to walk away from the jobs isn't taking the easy way out. It may be the smart way in the long run. Especially, if his concerns are realized. But, you may not understand.....

Re: Telling my customer/client no?

WIMUSKY said:

Tell ya what big shooter, if you read Bubba's 1st post he's already hedging on not doing the job because his gut tells him there could be problems. For me to say he needs to walk away from the jobs isn't taking the easy way out. It may be the smart way in the long run. Especially, if his concerns are realized. But, you may not understand.....

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Aha, I wasn't implying walking away is the easy way out but rather the easy way in my eyese would be to do it right and rewire the boat, as tracking the problem could become more hassle than its worth.

Bubba had mentioned this is a return customer whom could be wondering why he is saying no this time, this much I made an assumption on but it sounds like the guy will probably be back even if Bubba decides to pass on this job. Empowering his client with knowledge of why he might pass on this job may help him retain this clients future business.


I was probably way over-thinking this post.

Re: Telling my customer/client no?

korygrandy said:

Aha, I wasn't implying walking away is the easy way out but rather the easy way in my eyese would be to do it right and rewire the boat, as tracking the problem could become more hassle than its worth.

Bubba had mentioned this is a return customer whom could be wondering why he is saying no this time, this much I made an assumption on but it sounds like the guy will probably be back even if Bubba decides to pass on this job. Empowering his client with knowledge of why he might pass on this job may help him retain this clients future business.


I was probably way over-thinking this post.

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Just a little misunderstanding........... All good.......

Re: Telling my customer/client no?

Bubba1235 said:

Ok, being honest, I'm sort of glad he came and got it and we can get on with other work.

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Probably the easiest solution that shouldn't plague your conscience. Good job.

Re: Telling my customer/client no?

Bubba1235 said:

I know my guy and as sure as the sun rises in the east I'll be seeing the boat again for one reason or another.

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... because of the expertise factor, I'm sure. Even though he bucked you on this one, he knows where the brains are and he's willing to pay for them.

Bubba1235 said:

...You guessed it, a few weeks later the car was in a bad accident and my aquaintance ended up being sued. (By both parties) The argument was he should have known the car was unsafe and refused to install the tires, blah, blah, blah...

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Two things here: Don't borrow trouble you don't have. I don't think you're the type of guy to do that, and it's wise to guard your business from this kind of stuff - just don't worry about it too much until it shows up at the door.

Second, we use waivers all the time, "we recommend against what you have going here, and suggest you fix it. However as you acknowledge that what we are doing has NO EFFECT WHATSOEVER on <insert bad idea here>, you agree to hold us harmless to any blah, blah, blah ..." They're a little touch and go legally, but they've saved our bacon once or twice.