[TechAssist] Re: was I wrong with free trips, helping seniors?
- From: "fremur01@xxxxxxxxx" <fremur01@xxxxxxxxx>
- To: techassist@xxxxxxxxxxxxx
- Date: Tue, 12 Jul 2005 18:31:25 -0700 (PDT)
John,
I had a recent monitor call that was quite an eye
opener. Recently I invested in a newer phone system
that screens and routes calls along with clearly
stating minimum on site service charges (which is $45
by the way) etc. Anyway, so I get a message one day
from this man who needed a monitor fixed. It was dead,
and belonged to his daughter.
The message was along the lines of "My screen is dead
and I don't want to put over $45 in a monitor?" So me
trying to at least follow-up spoke with him called and
explained that most pc monitors are not worth the
trouble to fix, especially if under 17". Trying to be
a good Samaritan I remembered having a few "test/spare
15" monitors" and offered to do a home service call
and swap out the old one for the $45 fee. He agreed to
that, got to his daughters house, (public housing by
the way)...installed the unit and removed the old one.
No complaints, he was rather pleased....
It gets better...the other day his daughter calls with
a generic "I have a few questions...please give me a
call " message. Turns out this cheapskate was griping
because the screen had a few scratches and it was hard
for her to play games...Holy Moly!
I practically gave them the monitor for free! What
would a tow-truck driver do if a stranded motorist ran
out of gas, he gives them a couple of gallons to get
vehicle started?then have them gripe about whether it
was name brand gas?
Anyway, this last customer rubbed me the wrong way to
say the least. I've always heard that beggars can't be
choosey or something along those lines but that took
the cake. Techs, Go with your gut feeling in the
future when it comes to cheapskates. Let them know the
charge upfront and bill for your expertise!!
Fred
MTS Electronics
Fayetteville, NC
fremur01@xxxxxxxxx
----- Original Message -----
Phil and all,
Let me relate an experience that has helped me
throughout the years...
Several years ago I was called out to service a
customer's TV in the home.
It was an NAP C5 chassis with a stuck relay. Now
normally I would replace
the relay as I have found that cleaning them is a
temporary fix at best, but
this little old lady was giving me a sob story about
how broke she was, how
this was her only entertainment, how she could not
afford such an expensive
repair.... (we have all heard it)
Reluctantly I removed the cover and cleaned the relay
contacts and restored
the set to proper operation and handed her the bill
for the service call
only after listening to her for 30 minutes(as I felt
sorry for her) . As
she was writing out her check, and entering it in her
checkbook, I noticed
her checking account balance was slightly over
$25,000.00 .
No money? Cannot afford repair? Well....
I learned then and there that it doesn't pay to feel
sorry for someone, and
I have since treated all customer's the same whether
they complain or not.
I give them the price, don't negotiate, and they can
accept it or I will
move on. When someone wants to negotiate, I tell them
that this is the
price, and the longer they keep me from doing my job
the more expensive the
repair will be. Do you think any other retailer will
waive or reduce
charges? I don't think so.
You are ultimately responsible for your own destiny-
Be professional and
charge what the job is worth. In the long run, you
may get a reputation for
being "soft" and then you have to deal with those
customers all the time.
Remember, you do not know their situation nor do you
need to- treat every
one fairly and then you have nothing to worry about.
JMHO
John E. Wilkins Jr., CSM/A+
Home TV Service
3468 So. Main St.
Salt Lake City, Ut. 84115
(801)486-5641
fax (801)467-2294
jwilkinsjr@xxxxxxxxx
Proud Member of NESDA since 2000- are you? Check
it out
http://www.nesda.com
.
----- Original Message -----
From: "Phil Bader" <tjanphyl@xxxxxxxxxxxxxxx>
To: "Techassist-B (private)" <repair@xxxxxxxxxxxxxxx>
Sent: Tuesday, July 12, 2005 1:58 PM
Subject: [TechAssist-B] was I wrong with free trips,
helping seniors?
>I guess I'm not really bitter because maybe he really
is hard up. But
> here's how the "test case" went:
> ;-)
> Don't scold me,guys!
> As you know, I picked up a senior man's 25" TV at
lunch today.(waived
> the trip charges,collected the 39.00 shop fee)
> Sound, no pix.Sharp 25G-S60
> At shop, found just a line across screen.
> I found what I needed to fix it in parts. Vance has
them.
>
> $79.00 Basic shop labor + about 30.00 parts.
> 109.60 + tax.
> basic labor + parts/shipping+ tax - deposit, trips
all free.
> Bal due $78.27, can have ready,delivered Thursday
noon.
> "Thursday! That long???"
> "Wow....that much! Do you take installments? Can I
make payments? I get
> paid the 1st of the month!"
> No,sir, we are a COD repair shop. If you want to
have us fix and hold it
> til the 1st of the month we will...
> "Ohhh No! I need it now! My web (internet) TV is on
that.I have emails!
> I need it now! two days? That long?"
> I said well, I am sensitive to seniors, thats why I
waived almost 40.00
> already, offered 48 hour service,too but I can't do
that AND finance
> you,sir .
> (He wants platinum service but has no money)
> "Well, I'll manage to get the money together
somehow... Just bring it
> Thursday... "
> See what I got into?
> Maybe I am looking at it all wrong.
> Phil
>
> --
>
> Philip Bader
> Jan Phyl TV Inc. (estab. 1976)
> 3420 Recker Hwy. Winter Haven, Fl. 33880
> Fax (863) 299-8821
> email: tjanphyl@xxxxxxxxxxxxxxx
> see our ad at:
>
http://jan-phyl-television-pc-monitor-service.9601288257006.worldpages-ads.com/
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