Adding to Jaco’s post.
Customer service, one needs to learn the word “No”.
And it is close to home too. My wife has the same challenge with her clients. She cannot say No.
She is worried that if she says No, she will lose clients.
Here is what I’ve learnt.
Some clients, the minority, are so load and insistent, they cause longer working hours, after hours support. Cause the most stress. For no financial reward in the end. Sometimes not even a thank you.
Worse. They cost one the good patient paying clients that can work with one. Client who want to work with one. Pay one.
That is why good marketers/support people, can stop those customers dead in their tracks. Sometimes put them on a new paying track.
The really good ones can tell those clients off in such a way that the client looks forward to the trip. (No jokes, it is a skill.)
Also want to add, for general information:
Contractors, solar installers, electrician, plumbers, all face the same challenges ito business expenses, salaries and customers expectations.
Time and time I see the same pattern.
Contractor 1: Quotes X as per what he sees, estimates.
Contractor 2: Quotes Y …
… and so forth.
It is interesting to note: (if the customer puts in the effort)
At times, all are more or less the same.
More times, you see quotes for X, quotes for 2xX and even 3xX for the exact same job.
The unsaid part for the customer:
Customer must know the right questions to ask. Takes time and effort on the customers part.
Customer must also understand the full scope of the job. Curb their expectations at times, other times understand it is not going to be cheap.
Getting various quotes, one gets a very clear picture of the job scope and reasonably expected costs. What the material actually costs …
That said, knowing the scope of the work, knowing the prices of materials, one can spot the “expensive” contractors. Not more value added, just more expensive.
My point:
Customers need to find their go-to contractors and stick with them. Pay them their fees. Mutual trust, respect. Be wise with getting lower and lower prices, never works long-term.
Respected client.
Contractors need to find those clients, look after them with preferential rates/service, cause client pays instantly too, so that they can become the clients go-to trusted contractor.
Respected contractor.
Just a few things I’ve learn over the years.
Back to the thread.
Some of the prices George mentioned he got quoted, yeah, just not right.