When you are in business there is a positive and a negative way to handle customers. I always try to take a deep breath and put on my game voice when I know there's a chance for some income. Most of the time I can manage quite well and many people have told Hubby that they hired us because I was so pleasant and helpful even though they might have been able to save $5 hiring a competitor. It's not always easy to maintain a pleasant attitude when dealing with some people. There are still men out there who seem to feel I don't know what I'm talking about because I'm a woman. I've actually had potential customers think that they could get a better price if they talk to "the boss". It can be frustrating, and also amusing at times.
The hardest thing I find is dealing with the elderly. It can be very exasperating because they can't hear you and if you raise your voice sometimes it adds a tone that I don't mean to use. They also have this habit of trying to argue the price down. "Do you give senior citizens discounts, I'm on a fixed income here, I'm over 65 you know?"
Some just don't understand, because they don't get out much, that the price of everything has gone up. Gas is up and that is our biggest expense. There really are people who can't afford to pay the full price all at once, so we do a payment plan with them, but they aren't the ones that ask for the discount. Usually the ones who can well afford it are the discount requests. I always suggest that they check other prices. They may find one more to their liking and they always call back to schedule. When that happens I know we aren't charging enough, all the other prices must have been higher, but Hubby sets the price and I just tell the folks what it is.
One of the more frustrating calls has been an ongoing situation with an elderly man who wants to have a new bathroom sink installed. Some people are just too difficult to work for and this will be one of those cases. I must admit though that he has presented us with a first. He is the first time we've ever had a customer say "This is what I'll pay you.".
Phone conversations with him take place at least once a week lately. Hubby has been to his home to look at the job, and the man is waiting for his estimate. I have caller ID so I always know it's him and answering the phone requires a few deep nerve cleansing breaths because he's very difficult to deal with. I dislike using the word senile in reference to him because I don't know the man personally. He is hard of hearing, so I know enough to use the other phone when speaking with him, but even with the amplification there are still things he can't hear. Mostly he doesn't seem to understand why installation of a $40 sink should cost $250. In his estimation that's too high a price. If the remaining amount of the estimate was nothing more than labor I'd agree with him although I wouldn't mind the income.
We would be replacing a sink installed back in the 1940's with a newer sink which means his faucet won't fit. So he has to have a new faucet installed with the sink for another $40. Copper pipes, because the old ones leak, are the next thing factored in which will run another $30 or so dollars. Then, because this is a wall mount sink there is carpentry work to be done. He needs a new sink because he let the old one leak for so long it damaged the wall and there's nothing left to secure the sink too. So, we are now looking at material costs of approximately $150. The job, without any incidents will take around 3 hours. Technically the price should be $300 but Hubby says $250. Since the price of the job is not over $350 we need to charge sales tax which in NY is 9%. So the actual price of the job with everything would be $272.50. The problem seems to be that the customer can't hear any part of our conversation except the cost of the sink and the total price. Everything else is missing.
So I hear "$250 to install a sink that costs $40? You can do better than that." To which I respond that he has all the other materials involved which is why it's so expensive. He then tells me "the sink only costs $40." So, he wants a sink hung on a wall with no plumbing? One that will not stay up because the cross brace between the studs, which holds the sink, has rotted out. No, he wants the entire job done for $40. We've had this conversation every week for a month now, complete with his wife screaming in the background for him to hang the phone up and call someone else. He doesn't hear her either, he just keeps on trying to get me to lower the price to $40. Mind you, Hubby says there's a brand new Lincoln sitting in his garage which the man stated he paid CASH for, yet he is concerned with the price of installing a $40 sink.
At the end of last weeks conversation I told him he has to call someone else because we don't want the job, which opened up a whole new can of worms. I do hope he's quit calling because the reality of his situation is that he really isn't capable of making informed decisions, and apparently neither is his wife. I sent the estimate, in writing to him after our first conversation so they KNOW exactly what the cost is and what the job entails, yet I still get these calls. Like any other customer, he has the right to choose his contractor. All we do is work out a price that we feel we need for the job and the customer can take it or leave it. I don't hold a gun to anyones head, but after a month of dealing with this man I'd like to hold a gun to mine. Shoot myself and put me out of my misery sounds rather enticing some days. Maybe not that bad, it does leave me chuckling and shaking my head in confusion. And you wonder why I say "the more I see of people the better I like my cat."
