I'd rather be angry..

Mikey P

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Stumbled across this (great) thread today.

People hearing what they want to hear is still a problem.

The phone staff in question was Full Circle who at the time were in a downward spiral.

My daughter is MUCH better at pricing quotes but there are still a few oddball situations that we need to send someone out on.
 

Nomad74

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Stumbled across this (great) thread today.

People hearing what they want to hear is still a problem.

The phone staff in question was Full Circle who at the time were in a downward spiral.

My daughter is MUCH better at pricing quotes but there are still a few oddball situations that we need to send someone out on.
I just got caught up here. Wow. You did the right thing. As business owners sometimes we need to fall on the sword. A bad review can stick around for life and not worth the risk. Better to just swallow it and move on.

I almost went with Full Circle when I first started. The other one I was looking at was Answer Phone of America. So glad I didn't. The little shut-in I have working for me does a great job.
 

smastio

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I just got caught up here. Wow. You did the right thing. As business owners sometimes we need to fall on the sword. A bad review can stick around for life and not worth the risk. Better to just swallow it and move on.

I almost went with Full Circle when I first started. The other one I was looking at was Answer Phone of America. So glad I didn't. The little shut-in I have working for me does a great job.
What's a Phone Staff? Is that something like the yellow pages? :headscratch: LOL JK. But Hey, congrats to a fellow member of MB who got 6 new orders today without either! Atta Boy Chris Newman of Norms, or as I would say locally in my Seinfeld voice - Newwwwman:evil:
 
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smastio

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and were all six jobs given a price that sticks, regardless of misinformation entered?
Great Question - I never tell any business person how to do their pricing or business rules. I would imagine it sticks as much as a misinformed phone order. Here are the 6 orders. Some larger some smaller. Apparently he was running a special. Interestingly the order was not a special.
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Jim Nelson

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You all missed it. It was a test, it was not about the money. He was testing you Mike.First things first be on Time, you were not on time strike one strike two you did give apologies for being late.Strike three was the money bate & switch. If you had passed strike one & two the money would not have ben a problem . But you got 3 strikes and your out. Now in all that I have been there to.
 

Radar Foster

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Another possible for the rapid shift in temperament is that he initially felt your shift from $225 to $250 was your attempt to take advantage of him.

$25 is nothing, but now a days so many companies are up selling us

Once he got hot, he may have felt embarrassed himself and couldn't retreat once you generously suggested to do it for free versus him being angry


A bit unstable and easily agitated , I'm sure you convert 99.9% of these types. There's always the occasional that slips through the crack
 

Radar Foster

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You all missed it. It was a test, it was not about the money. He was testing you Mike.First things first be on Time, you were not on time strike one strike two you did give apologies for being late.Strike three was the money bate & switch. If you had passed strike one & two the money would not have ben a problem . But you got 3 strikes and your out. Now in all that I have been there to.
Dude, I'd hate to have you behind the plate calling Balls and Strikes :biggrin:

A few minutes after a set mid day appt is hardly late, I know of no company that doesn't have at least a half hour window before and after, most have a 2-3 hour window
 
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ruff

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To avoid potential misunderstanding, all my confirmation emails that go to every client, contain in bold letters, both the phone price approximation, price range and how it would be adjusted if needed due to size difference etc.

If there's any misunderstanding, they can check the email themselves, or if needed I can pull it from my "sent" folder and prove that they received it and that the price is there, in writing and in bold letters.

Hopefully it does not get to that stage, because by then it is not likely to be a "beautiful relationship". And it does not eliminate difficult personalities, but it helps and if needed, you can prove it.
 

darcie smith

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I started taking calls for Scott in late fall; when he's on a job, the business phone is forwarded to my cell. If he can't go out to quote the job right away, I ask the customer to send pictures of the areas they want cleaned and I ask a few questions (is there pet urine present, any large spots or stains, etc). I've had a couple people lately talk me into trying to quote something without the visual ("just give me a ballpark") and when I give them a price with a range with a disclaimer that the condition of the carpet/furniture/whatever may affect the price, they tell Scott when he gets there that I told them something different. After the first time, I've gotten in the habit of sending him a summary of all customer conversations immediately after they happen so there's no question about what I might have told the customer. He can handle them from there if they're making something up. It's frustrating that people have to be like that :(
 
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smastio

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I started taking calls for Scott in late fall; when he's on a job, the business phone is forwarded to my cell. If he can't go out to quote the job right away, I ask the customer to send pictures of the areas they want cleaned and I ask a few questions (is there pet urine present, any large spots or stains, etc). I've had a couple people lately talk me into trying to quote something without the visual ("just give me a ballpark") and when I give them a price with a range with a disclaimer that the condition of the carpet/furniture/whatever may affect the price, they tell Scott when he gets there that I told them something different. After the first time, I've gotten in the habit of sending him a summary of all customer conversations immediately after they happen so there's no question about what I might have told the customer. He can handle them from there if they're making something up. It's frustrating that people have to be like that :(
Another reason a digital "paper" trail with proper disclaimers is the key. You know - "click here to approve that you are not going to screw us"
 
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EDS

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Another reason a digital "paper" trail with proper disclaimers is the key. You know - "click here to approve that you are not going to screw us"
One of the large franchise operated service providers in my area sends a confirmation email with scope of work to be done and price. Pretty sure all bookings are done over the phone. It is a good idea and I may imitate this moving forward.
 

darcie smith

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One of the large franchise operated service providers in my area sends a confirmation email with scope of work to be done and price. Pretty sure all bookings are done over the phone. It is a good idea and I may imitate this moving forward.
We send a confirmation email, too, but sometimes they aren't giving me all the information accurately over the phone, which affects price.
 

smastio

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We send a confirmation email, too, but sometimes they aren't giving me all the information accurately over the phone, which affects price.
and the TRUTH SHALL SET YOU FREE!!!!
Exactly Darcie, the phone, the text, booking online or string and tin can - they can be wrong, mislead or flat out lie and try and take advantage of you. THUS the reason for digital disclaimers (or record every call for posterity). It is NOT your fault if they are wrong or liars and it should not be to your misfortune either. Have a trail to show, Ignorance is no excuse for the law!
 

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