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Posted by Bob Worthy on August 5, 2008, 5:37 pm
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> "Bob Worthy" wrote:
>>
>> People spend hundreds of dollars a year in tips to waitresses that spend
>> no more than 3 or 4 minutes in total at your table but complain until
>> hell won't have it about a service call once a year if that. Lets put
>> tool belts on those waitresses. Problem solved.
>
> Have you considered including information about hourly service rates in
> your sales literature? I used to give clients our service rates along
> with warranty terms during my sales presentations. I suspect many clients
> are miffed when they learn that the hourly charges are more than what they
> pay their auto mechanic. By giving them the information up front you
> "disarm" them.
Actually, I go one step further. At activation I offer a service agreement.
Strictly optional. They sign to accept the service agreement which
suprisingly enough most take advantage of. If they don't want it, they check
the decline box which is accompanied with the statement that they agree to
pay the hourly service of X. When they complain, we send a copy of what they
signed along with the service ticket. After the service is complete we again
offer the service agreement. Some take it and some still don't. I think they
just like to push the envelope. I had lady say "you can't blame a girl for
trying", which tells me they expect to pay but if they scream loud enough
maybe you'll back down.
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