I have a new customer. I told her several times on the phone and via email that I take a deposit with the order. When she brought in her order, she did not have a deposit. I told her I needed a deposit.
She is in her 60's, at least. She said getting a deposit will be a big problem. She then started jumping up and down in circles, just like a 3 year old child. Did she just do that? Yes she did.
Not yet being the kind of business person that I hope someday to become, I took her project without a deposit and told her that she will need to pay for the project in full before it leaves my shop. It will not leave my shop without payment in full, by the way. I wrote that on my blackboard.
Oh, and of course she wants it done by Thanksgiving.
I don't think I will be doing any more work with this person. Her baby tantrum was just too creepy!!!
gene
I don't think I would want that type of person as a customer
You could have a serious problem when she shows up with a piece of construction paper and a crayon to write out your check...
If "getting a deposit will be a big problem", then paying in full upon completion will be an even BIGGER problem.
When my kids were little, and they threw a tantrum like that, I'd always just get in their face, and cry louder.
Gene: If she throws another fit, try to outdo her, and be sure to have a camera rolling. It'll make a great youtube video!
Wow, that sort of performance would get my attention, too.
I bet she'll pay you without a problem, if they don't cart her off to the secure Alzheimer's ward beforehand. I can't wait to hear the end of this story, Gene!
I ran across this in a recent newsletter:
People who complain the most get the best deal:
http://blog.woodshopnews.com/tbaw/?p=207
Not with me. People who are nice and grateful get best service, a$$h*les get as much as necessary and as little as possible.
Yup! I levy the PITA surcharge with nary a thought when faced with an *hole. And most times they have no idea that being a jerk has just cost them more money. That's what makes them *holes. The poor dears. ;)
Aye - I'm with Keith and Bobbin. Being a PITA will cost you ... big time. Do NOT, at all costs, let the project go without payment in full. In fact, if you have any skin in the game other than labor, it should sit at the very bottom of your pile till you have absolutely nothing else to do - not even pulling weeds.
June
When she comes in to pick up the piece, jump up and down and throw a tantrum yourself and demand payment NOW.....................:)
I was at an RV resort today and seen a guy sitting in his chair outside reading. I wanted to crawl i to a crack and hide. The word is out that he wants me to do several solar screens for his 5th wheel and this guy is known as a huge pain in the ass. He complains about anything and everything he buys and recently hired a lawyer to sue camping world over a 5th wheel cover that went bad. ( Thy settled with him ). He is never happy with anything.
Several of my customers have told me he wants me to do his solar screens and I am not looking forward to the meeting where I have to tell him NO. This guy is a hothead and prone to huge flare ups. He goes from nice guy to psycho in 1.5 seconds.
I am thinking of giving him June or Mikes number and telling him I am to busy. :)............LOL
Chris
Gene. No way. Don't put any money into that project without a deposit. If you have scrap around that is no cost to you, go ahead. More than likely you'll be out labor cost at that point, but you'll have a nicely covered project to sell later on.
I'm in the country a couple miles. When someone stops by with a drop off, I have them fill out a check-in form and ask for a deposit (my deposits are materal fees up front, or if they are scheduling a repair for later, it's enough to make them vested in the job).
Oftentimes a person will stop in and not be aware that a deposit is required. In these cases, I simply give them a business card and tell them they can mail me a deposit, or run it out in the next day or so, so I can order their material and get started on their job. I've never had a customer have a problem with that. The only one's who don't like to put a deposit down are car dealers. Except for two in town that are long-standing, immediate pay customers, I will tell them they can do a desposit, or feel free to pay the whole cost up front. I always figure it high when that is the case, so I make money on those deals.
She's a nutbag. Don't get suckered in.
Just nice Chris
I can probly snap back at him.
Quote from: Mike8560 on November 15, 2010, 04:07:34 am
Just nice Chris
I can probly snap back at him.
;D
You could serve this guy ice cream and he would bitch that the ice cream is cold. He is
the most unhappiest man I have ever met. :-[
Chris
Quote from: gene on November 13, 2010, 06:27:04 am
Not yet being the kind of business person that I hope someday to become,
Hi Gene,
we become the type of people we want to become
someday by DOING the deeds of the person we want to be TODAY. In other words, if you want to become the type of person who can stand your ground, you must STAND your ground NOW.
Someday will NEVER come unless you start NOW.
QuoteAll brave people experience fear. I believe being afraid is a perfectly, appropriate response when one is threatened or confronted by a fearful thing.those who do not know fear are not really brave, for courage is the capacity to confront what can be imagined. That's the type of courage I'm talking about; acting bravely when we don't really feel brave.
Aristotle said,"We become brave by doing brave deeds."Brave men and women as well as cowardly men and women are not born that way; they become that way through their acts and deeds. http://www.helium.com/items/118277-what-it-takes-to-be-an-entrepreneur
If she can weasel you out of getting a deposit now, she can just as easily weasel you out of getting payment when the job is finished. The way that you get the gumption to insist on payment when the job is done is to call her up and INSIST on payment NOW. Otherwise DON'T do the job. Insisting on a deposit will give you pride in yourself. Also, realize that being yelled at won't kill you.
Quote from: gene on November 13, 2010, 06:27:04 am
I took her project without a deposit and told her that she will need to pay for the project in full before it leaves my shop. It will not leave my shop without payment in full, by the way. I wrote that on my blackboard.
gene
I can tell you this, insisting to be paid when the job is done won't be any easier than insisting on a deposit. I'd call her up and say that you will NOT start the job until you get a deposit. I'd also put the job aside until you receive a deposit.
The MOST important thing is to KEEP CALM. Don't yell or throw a tantrum yourself. Just state matter-of-factly the way things will be, and stick to it.
Best Wishes,
Stephen
Hi Mojo,
I've been around the block enough times now that it wouldn't hurt my feelings or affect my sleep one iota to smile when this guy come in. Shake his hand and say.. "Mr. !@#$%^&* .. your reputation preceeds you! Its so nice to meet you." Then when he starts talking about the work he wants done.. smile again and repeat "Your reputation preceeds you. I am confident that I will not be able to please you, so I can't work for you. I know you want the best and I feel that you simply need to take your work to someone else. I'm so sorry that it has to be this way but.. your reputation preceeded you. Still mighty nice to meet you though!".
Smile the whole time. If he gets sassy -- smile bigger.. he'll HATE it!!
:D:D:D
Right on Cheryl! Right on!
Cheryl,
That is the best reply that I have ever heard!
I've heard it's better firmer than softer. Too soft and I guess the baby could strangle in it if face down.
Quote from: Cheryl on November 15, 2010, 04:19:37 pm
Hi Mojo,
I've been around the block enough times now that it wouldn't hurt my feelings or affect my sleep one iota to smile when this guy come in. Shake his hand and say.. "Mr. !@#$%^&* .. your reputation preceeds you! Its so nice to meet you." Then when he starts talking about the work he wants done.. smile again and repeat "Your reputation preceeds you. I am confident that I will not be able to please you, so I can't work for you. I know you want the best and I feel that you simply need to take your work to someone else. I'm so sorry that it has to be this way but.. your reputation preceeded you. Still mighty nice to meet you though!".
Smile the whole time. If he gets sassy -- smile bigger.. he'll HATE it!!
:D:D:D
Cheryl,
I think you have the correct way of handling this situation.
But it would be easier for me to just hand him June and Mikes phone numbers and let him call them.
Heck I might even give him Greg's number. Greg doesn't sew solar screens but he will gladly tell him where to go. :)
Chris
Quote from: Cheryl on November 15, 2010, 04:19:37 pm
Shake his hand and say.. "Mr. !@#$%^&* .. your reputation preceeds you! Its so nice to meet you." ....... Smile the whole time. If he gets sassy -- smile bigger..
Cheryl's reply got me to thinking. Someplace
[1 Pet 3:15] (http://www.biblegateway.com/passage/?search=1%20pet%203:15&version=NIV) it says to "have a ready answer ..... with gentleness and respect"
One reason that it becomes easy for us to get angry in response to a difficult client is we are unprepared and feel helpless. We don't know what else to do.
In order to better handle difficult clients it is a good idea to plan out, even write a loose script of what we want to say, and then: practice, practice, practice it over and over again. Practice and rehearse it so much that it becomes a natural and automatic response.
Then when a challenging client comes, our rehearsed response will come naturally. We will then have no reason to be afraid of or to be angry at difficult clients. We'll know what to do.
Best Wishes,
Stephen
Quote from: Mojo on November 13, 2010, 08:17:35 pm
He complains about anything and everything he buys and recently hired a lawyer to sue camping world over a 5th wheel cover that went bad. ( Thy settled with him ). He is never happy with anything.
We had a guy just like that in our town. EVERY person or company he did business with, he either sued, threatened to sue, or WAS sued by for non-payment.
He refused to pay his roofer, because he said that the first row of shingles over-hung the eave of the roof by a 1/4" too much. He wanted the entire roof stripped, and re-done. He even sued the local shoe repairman over some belts that had been repaired so many times, that they were now too short.
He sued his mechanic, auto paint shop, doctor, and accountant. He MUST have had a "season pass" at the courthouse.
Luckily for me, his "reputation had preceded him" before he darkened on MY door.
My mother was a librarian. Well read, fully in command of the English language, and nobody's fool. To quote her, "dear, there is indeed and ass for every seat". No kidding, Mum!
I differ from Cheryl's practical approach in one respect only. I'd end the conversation with, "Your reputation preceeds you and that's why I don't wish to risk disappointing you. I'd rather remain on cordial terms and say that's it been a pleasure to make your acquaintence.".
In the world of diplomacy it's always best to end the meeting with the "upper hand" firmly and politely established.
so what happened to the crazy lady, can you do a video of her, did you do the job?
I suppose I have been fortunate in that I have not got reamed all that much over the years. After nearly 40 years it might add up to $100. But I think I got there by knowing when to "walk away" from a customer. I never negotiate down on price. I tell them straight up that "that's my price" and that ends the negotiating. As for deposits, No deposit -no work. No exceptions. I have a very good reputation around these parts and mean to keep it. Most people know of my work or know someone who has done business here before. I had a guy just recently tell me that he had heard I could be crusty, cantankerous guy with some customers. I asked him if he came here for the "social interaction" or to get his car fixed ? He said to get his car fixed. We both laughed and that was that. Being firm with customers is not a sin. Some of them need the guidance.
She called Friday and wanted the cushion on Tues at noon instead of Wednesday.
She came in to pick it up and gave me a check from her customer, who I do not know, with someone elses' name as the 'Pay to the Order of' on the check.
She wrote me a personal check that had her name and her husbands' name on it, along with their address. They live only a mile of so from my shop. (The check did clear the bank.)
She called and left an answer later that day saying that the customer loved her cushion.
One 65 year old lady, four totally different personalities:
1. The professional Interior Designer who first called me on the phone.
2. The 3 year old child throwing a temper tantrum in my shop. (I'm still creeped out about that.)
3. The "woe is me I'm always causing trouble and I'm so sorry that I can't do anything right" martyr who came to pick up the cushion.
4. The really happy, life is good, I'm glad to have you as my friend, person who left a message on my voice mail.
The bottom line is that she got everything that she wanted, and I had to fight with her to get what I wanted. This is not the kind of customer I want.
I am thankfull that I only had to deal with her for a few hours. She has to deal with herself everyday!
gene
You didn't say what the piece is. Is it something shes even going to come back to get. I once did an antique dentist chair for a dental collage student. All the pieces were screw off and on. No deposit. When it was done he never picked it up. I showed up on his door step one day with pieces in hand. I got paid. What a pain. If you haven't started it I'd get the deposit. If you have started it make sure she pays cash.