Customers that slip away...

[Martyn Leeds]

Thought I'd best post in the Arms...


One of the things that annoys me the most is unreliable customers / customers that can't be bothered to confirm yes or no.


Last year I had a few quotes that went well. You visit the job, disucuss everything needed, sometimes have a few emails/conversations re different things, then you give your price. You think all is going wel, I've got this one in the bag - but then nothing. Customer then doesn't reply to your calls/messages/emails etc.. So you're left hanging.

A couple of times I'd politely ask them to confirm yes or no, just so I know where I stand and so I can plan my work diary.. but then still nothing.

I usually have a 1or2 chasing calls maximum cos I don't want to be a pest. I'll leave a message and leave them to it... But I'm wanting to try and get a more definite conclusion to my quotes - even if its No's - just for feedback & my own development etc..

Even if they say no, you're too expensive, they preferred another guy, they didn't like me etc... at least I'd know where I stand.

But its starting to really cheese me off that some customers don't have the manners or decency to be honest. Just a simple "thanks, but no thanks".
It would be different if its the tradesman being unreliable, not answering his phone etc...


Most recently for me a guy who wanted a 30m2 kitchen floor doing 1st & then a large bathroom to do in the same house. I visit, measure-up, explain everything, we speak on the phone a few times re materials, we email a few times, he replies saying happy with me, my price, materials, my procedures etc. Originally we said end of January - he replies saying he's happy for me to do the job..
Great I think, so I then try to get a start date out of him, but no reply.
I've not been able to arrange my plumber to price the bathroom either 'cos i've had no contact from the guy.


The Kitchen floor needed doing for now ish, cos his new kitchen is getting fitted anytime soon (2nd wk of feb).
Last contact was a week ago when I emailed to say I've tried calling you a few times & can he call me, he replies by email saying no probs speak tomorrow. Tomorrow came, i phoned, no reply. So I left him a voicemessage saying call me...

So,
Do I stalk him & keep calling??!?
Do I email again?
Do I give up?

I've been past the house twice & seen no vans on site, so I'm guessing he might not have had it done yet.

I want to try cut down on the amount of jobs that slip away, I want to be more pro-active, but I don't want to come across as pushy..


Is it only me that this happens to ??!?!!?

 

[Saltire69]

Part and parcel of the job m8. I never phone/email after i've put my price in. Ask them to confirm they have recieved my quote and if they have any question to e-mail/phone me. If they want you to do the job they will contact you.

 

[Bubblecraft]

I never chase a job. I send my quotation which is valid for 30 days. They get an "Automated" text when sent which they generally reply that they got the quote or didn't. If I don't hear from them within the week, it generally isn't going ahead. After 30 days, they get an "Automated" email saying their quotation is expired & if they wish to discuss anything regarding the quotation or would like to arrange a re-visit, contact me.

I've never phoned a customer to see where I stand. I feel it comes across as desperation. That's when they feel they can start trying to bump your price down. The only time ill contact the customer is if the quotation was posted just to make sure they got it. As soon as I hear yes, I just say, "that's great. I'll leave it with you & you can let me know. End of phone call.

 

[Ian]

I know this isn't quite the case in your situation Martyn but, I've had it a few times where certain email hosts (mainly hotmail and BT Internet for some reason), seem to put my mail straight into the junk inbox! Fortunately I'm aware of this and as a result, give them a quick call to say that a quote has been sent. I always put something along the lines of, "please could you let me know either way if you wish to proceed with this quote, to allow me to organise materials and other trades if necessary", at the bottom of a quote. 95% of people have never been self employed so have no idea how hard it is to organise your time/run a small business, so don't think it's a big deal if they don't get back to you or waste loads of your time changing their minds! You seem to be doing everything right so, I'd not be too concerned, just accept that some people are inconsiderate.

 

[Andy Allen]

been there, got the t-shirt as they say, way i look at it now is if customers mess you about this much when your just quoting the job, imagine what its going to be like when/if you start, somtimes it can be a lucky escape...

fact of the matter is some people just cant be bothered, and i really wouldnt waste your time, i just give a quote and leave it with them, tell them if i can help them in any other way or if they want to book the job in to just give me a call or email, i find the genuine customers book the job in there and then or get back to you with in a week..

Bubble, the way you do your quotes is spot on mate, how do you set up all that automated stuff...?

 

[dave l and l]

people can tend to be a bit useless. in most situations i would be inclined to book other work on,however in this situation i would go to the guys door. you have spoken to him on a number of occasions and talked about a start date, your excuse for going to see him is to confirm exact date, and you want to book other work on if this job is not going ahead, at that point you can ask him what the problem was and why he is an ignorant ,,,, at least that way you will get a bit of feedback

 

[Bubblecraft]

been there, got the t-shirt as they say, way i look at it now is if customers mess you about this much when your just quoting the job, imagine what its going to be like when/if you start, somtimes it can be a lucky escape...

fact of the matter is some people just cant be bothered, and i really wouldnt waste your time, i just give a quote and leave it with them, tell them if i can help them in any other way or if they want to book the job in to just give me a call or email, i find the genuine customers book the job in there and then or get back to you with in a week..

Bubble, the way you do your quotes is spot on mate, how do you set up all that automated stuff...?

I say "Automated" because I do it manually lol. Once I've done the quote ready to send,
Example:

I have the text ready
Example:
"Dear Mr. Cochrane,

Just to let you know your quotation -
Quote - Cochrane - Bathroom
has been emailed to you.
If you have any questions regarding your quotation, please feel free to contact me.

Regards, Gus www.coupleatools.com

This is an automated text message."

Once The email is sent, I send the text. Simples!

After 30 days they get this email
Example:

"Dear Customer

This is an automated email regarding your quotation. Your quotation has now expired. Should you wish to discuss your quotation, arrange another viewing or have any questions, please feel free to contact me.

Your original quotation has been attached for your reference. If you have any problems viewing the document, please let me know at your earliest convenience.

If you have already contacted us regarding this, please disregard this email."

As I said though, the text is a prompt & to be honest, you've either got it or not with the next 48hrs

 

[Andy Allen]

lol......thought you had some fancy set up that did it for you......good idea though...

 

[dave l and l]

thats a good idea. my preference is telling the customer then writing the price down. to be honest thats mostly to do with my ineptitude with computers,
think on this occasion the op shoul go to the customers door after all the correspondence with him

 

[peteablard]

Looks great that quote, think I might send him one for £749 though:lol:

 

[Bubblecraft]

Looks great that quote, think I might send him one for £749 though:lol:

Lol, already booked in for the 27th February

That job is a good example though. I got the phone call @ 5.12pm, went to see it at 6pm, was back home by 6.30pm, sent quote & text at 6.40pm.

He replied to the text sayin "Thanks for the quick quote. Will get back to you shortly" By 11.53am the next day, got a confirmation from his Missus

Result! Don't get me wrong, they don't all go that smooth but if I don't get it, it wasn't for me!

 

[Bubblecraft]

lol......thought you had some fancy set up that did it for you......good idea though...

See, made you think didn't it? That's the whole idea. Quick, efficient & to the point. Only takes a min to send a text but I feel it all makes the difference. I always try to make myself stand out from everyone else & go that extra mile!

 

[Martyn Leeds]

Thanks for all the feedback.

Yes its good when the process goes nice & smooth and the customer confirms straight away.

But its the slippery ones between quoting and doing the job. I want to increase my quote:win ratio. & this is the area that needs attention.

I always give them a quick ring the day after giving a quote by e.mail - so i've already got the initial prompt/acknowledgement thing going on.

It would be nice to have the luxury to be able to just sit back & wait for them to come. But unfortunately there will be very few of us in that position. With chasing less is more sometimes, but then chasing could win or lose you the quote. It can be desperate, or maybe its enthusiasm?

When I look through last years diary there's quite a few that I didn't get, but I was never told no. So for all I know, maybe it was my fault it slipped away.

Its only nagging me because it seems to be happening more & more, and each time, I'm getting more cheesed with the customers (which isn't healthy!!)

Think I might send a message saying the original quote is due to expire or something along those lines...


Thanks

 

[Saltire69]

It's not that i have that luxury Martyn, it's just that customers that are keen will let u know as soon as. You can bend over backwards for some customers and still not get the job. So for me, i quote the job and then leave it up to them. Spent 4hrs pricing a job and all the goods they wanted,sent quote and they replied price was abit more than they expected, told them it was alot of work involved in what they were wanting and told them that was my best price. Left it with them. Now i probaly wont get the job and thats 4hrs spent on it with nothing to show. I just put it down to being part of the joys of being self employed 🙂

 

[Sean Kelly]

Martyn,

Yes, it is very annoying and it happens to us all. My current customer is a ‘project manager’. He replied to my quote about 3 months after receiving it. I told him the quantity of tiles to order. He contacted me at 20:30 the night before I was due to tile his kitchen. When I arrived I found a piece of paper with a drawing of the kitchen. He had (in pencil) drawn every tile. He also told me that he ordered 2 extra tiles (6x6’s). When I broke 3 tiles trying to do the sockets (that he was supposed to have removed), that left me 1 tile short. I have now bought 1 extra tile and sent him an email & text asking him if I can finish the job tomorrow. I’m still awaiting a reply.

Only 2 customers had the decency last year to get back to me via email to say that they would not accept my quote.

Personally, I would like feedback. Was I too expensive (or not). Was I not knowledgeable enough etc etc.

However, sometimes I am glad some customers do not get back to me. One customer and his Wife and their Son sat at the kitchen table chain smoking whilst I was trying to measure up. They did not get back to me – thankfully!!!

 

[White Room]

I like ring them up with a price then you get the feeling from there answer wether I have the job or not, no matter what they say after that I usually have an answer from there reaction.

 

[Peter]

All you can do is put your price in and leave it at that. No point in chasing the work as the customer will contact you if they want to go ahead. Looking desperate never gets you anywhere.

The annoying ones are the time wasters who say Call on Thursday to see the job then ignore your calls. After two missed calls I just leave the ball in their court.

 

[MTiler]

I dont chase customers, personally I think it smacks of desperation. If I was a customer I wouldnt like to be chased as its pressure.

missyT

 

[Andy Allen]

I dont chase customers, personally I think it smacks of desperation. If I was a customer I wouldnt like to be chased as its pressure.

missyT

your right, im sure it can have the opposite affect and put punters off...

 

[Bubblecraft]

Was my point exactly

 

[dave l and l]

Yeah we all agree that chasing and trying to pressure a job is no good, however due to the fact the customer said for him to go ahead and do job and they discussed when they were starting, he should go round to the door.

 

[AMtek]

I always try to get the job in the diary there and then, much easier than sending quotes off and waiting for an answer. If they won't commit to anything while I'm there I post or email the quote over saying that although we discussed a certain date the date(s) are available to other customers until they get back to me with a definite yes so if they are genuine customers they get back to me quickly. When they have agreed a date I take a deposit from them to cover materials which is non refundable after the cooling off period. This is to cover my time and expense if they cancel the job at short notice. All this is explained to them while I am there quoting, on the written quote and in the contract t&c's. Anyone who doesn't like these terms has generally got some sort of hidden agenda so if they won't accept a quote because of the t&c's it doesn't bother me at all.

 

[charlie1]

I have the estimate in there inbox before i leave there home, we are usualy having a coffee and me showing them my pics on there laptop, they ask about the estimate being sent and i tell them you already have it in your inbox... works well for me, lap top, mobile tethering...bobs your mums brother!

 

[Bubblecraft]

I have the estimate in there inbox before i leave there home, we are usualy having a coffee and me showing them my pics on there laptop, they ask about the estimate being sent and i tell them you already have it in your inbox... works well for me, lap top, mobile tethering...bobs your mums brother!

If it can be done while I'm with the customer, I do the exact same, have it sent before I leave. Customers love it when it's done there & then as generally there waiting a week or more to get a quote from someone else. Normally scribbled on a manky old notebook too. It just shows how punctual you are & how you business is run.

 

[bugs183]

It's interesting seeing how everyone 'rates' their customers!

You pick up a vibe for them over the years and you can tell just by a phone call if you are wasting your time with them.
I get an enquiry and just on the phone call you can tell what the person is like, if i don't get a good vibe from them my gut instinct says 'don't do the job', i find if i ignore my gut instinct i always get agro.

One woman phoned me at 8pm on a Saturday, left a message almost demanding i phoned her back, i'm on a stag do, no chance! Sunday 8pm another snotty message, i already know now i'm not doing the job, then on Monday i'm visiting a lovely customer and she phones again, i answered it saying i couldn't do the job for 3 months' ''Thats no good to me she snaps', i finish the call go back to my ace customer and tell her she'sbooked her in in for 2 weeks time 'that woman didn't get through the interview stage i tell her'!

Bad customers can really spoil your work vibe, it's a very personal thing tiling, so if you've been, liked them, quoted a decent rate, replied to them quickly and they don't reply, then don't sweat it, they weren't the right ones for you.

 

[bugs183]

Hey Bubble Craft, that use of your iphone to sen send quotes is bloomin ace, how do you do it???
I can create a quote as a pdf, save it in preview into photos, upload the photo off my mac to the phone via itunes, but have you got a quicker way, i can't seem to find 'preview' on my iphone, but then i am a techno spaz!
Any hints would be ace, send quotes that way looks super efficient, plus having a permanant record of the actual quote is handy when the customer wants to pay (or doesn't)!

 

[Andy Allen]

It's interesting seeing how everyone 'rates' their customers!

You pick up a vibe for them over the years and you can tell just by a phone call if you are wasting your time with them.
I get an enquiry and just on the phone call you can tell what the person is like, if i don't get a good vibe from them my gut instinct says 'don't do the job', i find if i ignore my gut instinct i always get agro.

One woman phoned me at 8pm on a Saturday, left a message almost demanding i phoned her back, i'm on a stag do, no chance! Sunday 8pm another snotty message, i already know now i'm not doing the job, then on Monday i'm visiting a lovely customer and she phones again, i answered it saying i couldn't do the job for 3 months' ''Thats no good to me she snaps', i finish the call go back to my ace customer and tell her she'sbooked her in in for 2 weeks time 'that woman didn't get through the interview stage i tell her'!

Bad customers can really spoil your work vibe, it's a very personal thing tiling, so if you've been, liked them, quoted a decent rate, replied to them quickly and they don't reply, then don't sweat it, they weren't the right ones for you.

i know what you mean about your gut instinct telling you not to do the job, every time ive not listen to it, it ends in a bad way!!......its like a little voice in your head saying Andy dont do it there going to be a nightmare..... now ive learnt my lesson, and some jobs just ain't worth it..

 

[Bubblecraft]

Hey Bubble Craft, that use of your iphone to sen send quotes is bloomin ace, how do you do it???
I can create a quote as a pdf, save it in preview into photos, upload the photo off my mac to the phone via itunes, but have you got a quicker way, i can't seem to find 'preview' on my iphone, but then i am a techno spaz!
Any hints would be ace, send quotes that way looks super efficient, plus having a permanant record of the actual quote is handy when the customer wants to pay (or doesn't)!

I use invoice2go for my quotes & invoices. iPad & mac version also shows your reports but most can be done on the iPhone too if you don't have an iPad.

Here's a thread where I explain about invoice2go:
http://www.tilersforums.com/showthread.php?t=64237
Here's a thread about all the apps I use for my business:
http://www.tilersforums.com/showthread.php?t=62661

Not really sure what you mean about the preview thing. I do my work on the iPhone or iPad. If I need a screen shot of anything, like my previous pictures, just press the power button & home button @ the same time. It will save the picture into your photo library. If your wanting a screen shot from a PC or Mac, rather than going to all the bother of syncing it with your iPhone, just email it to yourself & open it on your iPhone. Hope that's what you mean.

 

[Colour Republic]

Ok hands up who else thought this thread was going to be about customers dying on you?😳

 

[bugs183]

I was going about saving the pdf to my phone after creating my invoice in excel, preview can save it to your i photo or email it.
If you create a folder in iphoto and store your invoice pdf's on there you upload this to your phone and then you can have lots of invoice pdf's just on one photo.
Your method works nicely though, ta for the good idea!
JB