Customers think we are dumb sometimes

[KE4AVB]

Just got to vent a little this morning.

I had a customer bring in a Suzuki LT80 ATV. Basically it is high power gas powered toy. It had sitting for for several years at least; probably longer. The complete fuel system was corroded along with mice destroying and filling the air cleaner full of what they could. So I cleaned the carburetor to see if it would even run which it did; although, it was still having carburetion problems. BTW the carburetor took over 2 hours in my new ultrasonic cleaner to even get it clean. Some of the residues looked and felt like chewing gum.

So I research the part list for the needed parts to repair the fuel system using aftermarket whenever possible. Gave the customer the estimate. Which they promptly decline until they could some others. What got me was the customer then wanted to know from whom I would be getting the parts. I declined to tell them as they would go directly to the source and buy the parts themselves. All I would tell was it was multiple vendors that I would be obtaining the parts from.

Personally I felt it was none their business to know my resources. If they wish purchase the parts themselves I feel they should spend the same time that spent researching these items. Yes they might save about 5 to 10% less than what I quoted after shipping is added in from the multiple vendors and the labor costs if they do the work themselves.

Just feel like the customer thought I was an idiot.

[RoyM]

You are absolutely right, it is none of his business. Sometimes it can't be helped, the customer already knows who the supplier is and is trying to determine if he is getting the same price you are. In your case, charge the jerk for your time, box up his parts and send him on his way. He probably salvaged the machine off a scrap pile or at a yard sale and had no intention of spending any money on it.

[bgsengine]

I agree with RoyM. Sometimes you have to fire the customer.

We used to bend over backwards to try and help people out but we have found that since we raised our prices, and tell them up front there is a flat inspection and estimate fee that will be charged whether they fix it or not, we rarely need to do that any more - people looking to get something cheap go to our competitors and give THEM the headaches.

The people who want us to do the work because they know our quality and expertise, don't care what it costs because they know we'll either fix it right (and guarantee our work) or we call them with an estimate and recommendation.
We've turned down $500+ repair jobs because of our judgement that the machine was not worth the repairs. - A couple of them took it to another shop that 'fixed it up" for less money initially and then had to keep re-doing and fixing more things that broke or failed.. one of them ended up spending more than our quoted estimate, finally (after 6 trips to the repair shop) to get it fixed and then tried to get us to allow them $500 on trade in value for it on a new machine.. my best offer to them was $30 for scrap value. (It was a John Deere)

[KE4AVB]

I have always charged estimate fees except for my regular commercial customers. I even charge them sometimes depending how involved the estimating is.

I don't normally work on ATVs but will do carburetor jobs and I am doing more as I learn the equipment. It can be a pain though as they are extremely tight to work on. I even had one that all the air filters had to installed for it to even run. Thanks EPA.

This customer I already have some experience with and knew up front that he is extremely tight to say the least. He didn't even want to fix a massive oil leak on his JD ZTR which I ended having to fix anyway as it became so bad. It took using an UV dye to find it as it only leaked after getting hot (30 min plus run time) and then only after it was shut down.

I did charge him for 2 hours even though I spent more than that in actual time as I chalked some of the time as part of the learning curve. I had informed him that there was going to be fee to even get it checked out as II knew I had to partially fix it.

It is little strange to see metal on metal fuel control at float valve assembly but I seen this a couple times on these small ATVs. I have seen so many problems with the regular needle seat arrangement in lawn equipment that I would have thought that this would be leaky but it hold a good 5 psi without leaking. It was also using a vacuum operated fuel shut off too which automates the fuel shut off so the user don't need to manually shut off the fuel when not in use. Good practical knowledge to have anyway.

[Mek-a-nik]

I have no problem telling certain "customers" that I won't work for them. One time, a friend asked me why; her thinking was that it's a customer, you have to! I told her I don't because it's my business, and I don't have to!
I used to worry about my business' reputation. I've come to realize that my reputation is better than troublesome a customers rep.

[KE4AVB]

After dealing with the John Q Public for over 35 years I have developed that 6th sense about what most customers are up to but there is still times it gets a little under my skin how some act like they can better run our businesses.

Yes Mek we do have to stand our ground sometimes and oh boy do they hate being told no. I have been threaten with lawsuits among other things. I even had to send a County Sheriff Deputy out to one former customer home that keep calling and cussing me out about his mower problems that would not let me fix in the first place. He was accusing me not using a Craftsman belt (he provided the belt) and breaking one of those easily broke Briggs starters. You know the ones that requires two wrenches to remove the cable because of the plastic base besides the starter was so worn its sounded like worn out car starters.

I got rid of one lately here too that wanted to charge repairs because he was a small business doing lawn-care and promise to pay by the end of the month. So I gave him the benefit of trusting his word. I should have known that he was not going to pay as I just had that feeling. He didn't get much off me other than time.

He was bragging about a group of fellows in Huntsville, AL that would install fuel lines on 2 cycles for $5 including the lines. I seen some of their work. When lines didn't fit out came a soldering iron to enlarge the holes. He can go back to them anytime he wishes. I do not need non paying customers even if they are neighbors.

[bgsengine]

I got rid of one lately here too that wanted to charge repairs because he was a small business doing lawn-care and promise to pay by the end of the month. So I gave him the benefit of trusting his word. I should have known that he was not going to pay as I just had that feeling. He didn't get much off me other than time..

How I get rid of them: "We are not a bank. We do accept credit cards.. if a credit card company won't take your credit, why should we?"

We'll let them make payments on a "layaway" basis but the repair job does not leave here until bill is paid... we don't do that on new equipment (or used) - last 2 times we did, both customers eventually came back after a few months and wanted their deposits back and did not want to buy the machine they were making payments on..