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Author:
waukeshaplumbing (WI)
i did a remodel today and had to turn the customers water off and drain the system
i turned the water back on and flushed the system through the laundry tub...then went and turned on every faucet and ran them, flushed the toilets, etc
everything worked.....2 hours later i get a call on a plugged faucet...its not the aerator
im going back to fix it for free since its a project from a good remodeler customer of mine
but typically i just make sure everything works when i leave and any future plugs are chargeable ...i cant come back 5x if a faucet keeps plugging and the customer doesnt want to pay for a repipe.
what are your company policies on this?
i had a toilet once that got rust chunks in the fill valve 8x over the course of a week..i taught the customer how to fix it himself after the 2nd time...
im considering adding extra charges anytime i work on homes with galvanized pipe
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Author:
hj
Either you keep coming back, or you tell the customer that there is material in the piping that will move slowly through the pipe as the water flows. When it gets to the faucet it will either pass through it or plug the faucet. YOU cannot speed up the process, so they either have to fix it themselves or pay you to do it, after the first time.
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Author:
waukeshaplumbing (WI)
so you would always make a free return trip?
for me thats $166 with trip charge out of my pocket, so id have to add some to each galvanized job to cover it(in this case its a 45 min drive each way)
i think as long as all the faucets are working when i leave any return trip is chargeable..but from the homeowners perspective they feel 'it was good before you started and its bad once you touched it'....my perspective 'i didnt put the rust in your plumbing'
ive never met a homeowner yet in this situation that blamed their old plumbing, so its a tough spot for any plumber and a losing proposition
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Author:
hj
quote; so you would always make a free return trip?
Yes, but ONE time only, just in case the flushing was not adequate.
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Author:
NICK (CA)
I had the same case about a year ago. Installed a mainline ball shut-off and went back 4 or 5 times because of junk in the aerators, fill valves, shower heads. they had weak pressure which didnt help. I lost my butt on that one.
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Author:
waukeshaplumbing (WI)
i have written in my contract 'not responsible for the condition of existing plumbing'
since i didnt put the rust in the pipes and did make an attempt to flush the system i consider it an extra
im shocked that anyone would come back for a extra free trip...let alone 5x for free
i do realize its great customer service, but at some point the plumber is being taken advantage of.
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Author:
dlh (TX)
and at what point would that be when it is only one time? if you dont want repeat customers charge them every time they call you back about something that you did touch!
- - - - - - -
PLUMBERS "Protecting The Health Of The Nation"
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Author:
hj
quote; if you dont want repeat customers charge them every time they call you back about something that you did touch
And at what point are you sure the thing they are calling about is NOT a different problem. IF it is a "call back" and you charge them, they will NOT pay you and will NOT call you back EVER.
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Author:
NICK (CA)
I'm a little extreme, but if I sense that the customer thinks they should not be liable for paying for something I worked on, I cannot bring myself to charge them. It doesn't happen often, but I know my "kill them with kindness policy" is one of the reasons I always have tons of work and referrals. I do have my limits though.
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Author:
waukeshaplumbing (WI)
my feeling is at some point the customer has to realize that their plumbing is crumbling and they need a repipe....its not the plumbers fault if the faucets keep plugging up
luckily i dont work on many houses anymore with galvanized...most of my projects are on 1970 and newer
good customer service is one thing, but going back 4-5x for free to unclog faucets because their plumbing is horrible blows my mind....
i always tell customers that return trips for this issue is extra...i need to stress it even more and explain it better.....
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Author:
hj
The "tough" call backs are when the customer furnished the faucets and wants to know why you are charging him/her for repairing it.
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Author:
hj
quote; i always tell customers that return trips for this issue is extra...i need to stress it even more and explain it better.....
It won't do any good. Customers have "selective hearing", like when you tell them the job will range between $250.00 and $400.00. When you present the bill they will say, "But you quoted $250.00 for the job".
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Author:
NICK (CA)
I dont have to give many bids or quotes, but when asked to, I very carefully explain that it could be a certain lower price for the best case scenario, and for possible unforseen problems or parts it could be a higher number. I then tell them that I will always try to keep it lower, but I have to protect myself also. Then I go off to my truck and document it on my digital recorder incase I am ever questioned.
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Author:
hj
If I give a quote, it is ALWAYS higher than it would have been T&M, in case there are unforeseen problems. And, once I give it, the price does NOT go down if the job turns out to be easier. That is the chance THEY take when they do not trust me to do the best job in the least time as a T&M job.
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Author:
waukeshaplumbing (WI)
i only do T&M on small jobs (under $1,000).....the small jobs are where the most call backs come from i find..its always something odd and many times not something the plumber can control....rust clogging a faucet is a perfect example....
i havent had much problems with customers having selective hearing....when its something important i try to say it 3x in the conversation...just to make extra clear what is NOT covered by my warranty......i could also highlight the phrase 'not responsible for the condition of existing plumbing' on my contract....
customers do seem to never see the other side of any issue...when there spending hundreds its always 100% from their perspective...sometimes they really contort logic to make it seem right in their heads....
one of my favorite ones is when i do a bid job and im done early....they ask for a refund...my response is always 'if i got it done late could i have charged extra?'....this smart @ss saying works...it shoves the reality of what a 'bid' is...its a flat rate charge whether a job goes well or bad...its agreed to ahead of time.....i had a contractor come back at me 3 weeks ago...'but were not talking about a job that went late, were talking about this one'.....im thinking to myself 'what does that even mean?'...i stuck to my guns with him and he still offered me more work(which i didnt accept)
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Author:
hj
When you give them a priced ahead of time, you do NOT tell them how long it will take. "It takes as much time as it takes."
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Author:
waukeshaplumbing (WI)
they ALL ask how long the job will take.....and they figure out the hourly rate themselves
i dont typically hide my hourly rate either...if they ask i tell them
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Author:
hj
quote; they ALL ask how long the job will take.....and they figure out the hourly rate themselves
My customers NEVER do, and few even ask my rate in advance.
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