Sounds like Noon-Air has it figured out. It's the contractor that
sets the stage for any discussion over pricing. The contractor can
steer the discussion any way they want.
Whatever you put on paper is subject to being questioned.
Yes. Cost will always be a factor. However the customer doesn't care
if parts cost X and labor costs Y or parts costs Y or labor costs X.
All they care about is the amount comming out of their hide period.
Why give them reasons to nitpick a bunch of line items that they don't
When I take my truck to the shop I get pissed when they add on shop
supplies like rags. When I ship something UPS I hate it when they add
fuel surcharge. When I buy a plane ticket all the extra taxes and fees
piss me off.
Bundle it all into one lump sum that reflects your total cost of doing
business and profit requirement. What I don't know won't hurt me.
I bet the OP would have been happier getting a grand total bill. (he
did say he was happy with the overall service and even tipped the
Marketing is everything. You better learn it if you want to survive.
I have to disagree with this. I have had clients in the past pay the
bill and everything was fine. Then a day or two later get a call
complaining about the hourly rate or cost of a particularly part.
They were apparently happy with the service and the price at the time
of payment. Just became unhappy a couple of days later after having
time to consider the bill.
IMO, it is one of the major reasons to go flat rate. Price complaints
have just about dropped to none. And the ones that do complain know
up front what the cost is and they usually look elsewhere. That's
okay because we don't want every single person out there as a client.
Some of them we prefer our competition have.
You could be replaced by an infinite
number of monkeys.
| Marketing is everything. You better learn it if you want to survive.
You, too. You guys are absolutely hilarious, all of you. You don't like
nitpicky customers? Well, newsflash: WE don't like YOU. Ever heard the
expression, "its hard to find good help these days?" Well, that couldn't be
truer. You lot are unprofessional, untrustworthy, greedy bottom feeders.
Naturally, present company is excluded. For every 1 true professional, there
are 100 hacks. Finding the true professional in the phone book is a losing
proposition. It is like KJpro said in another thread about ductwork: "its
wrong, but it doesn't stop my competition from doing it ALL THE TIME".
So - how are we, your clients, supposed to know that? How are we supposed to
know when something is done right or something is done wrong? Maybe the
upstairs isn't heating fully because that's the best that can be done.
Should we question your work? To what extent? We have absolutely no
information, and we know that. We also know that you DO have the
information, or SHOULD anyway. And we don't trust you with it. We don't want
to HAVE to trust you with it, and the less we have to trust, the better.
And the better of you knows that, too. And that's why you itemize. It is
done in good faith, to build trust, to show you have nothing to hide.
Unfortunately, when you see a 350% markup on parts, it ruins the whole
effect. Example: I signed up for WM garbage removal. They gave me a FREE
barrel and recycle bin, and charged me $35 to DELIVER it. Could I pick it up
myself and save that ridiculous delivery fee? No... Gee, thanks for the FREE
So, why the 350% markup? Could the OP buy the part themselves and save some
$$? Nobody is questioning that the total charge was quite reasonable - so
why hide labor costs in parts markup? And if you don't itemize, you are
making your customers trust you in this regard, not something they are
inclined to do. Unless you come highly recommended by a close family member
or friend - you are considered untrustworthy until proven otherwise. Blame
it on the legion of your less talented colleagues.
Yes, trust needs to be earned. It's earned by:
1. Prompt response to the service call
2. Acting like a professional and "discussing" the problem with the
3. Efficient diagnosis
4. Proper workmanlike repair procedures and quick access to any needed
parts. (ie a well stocked van with backup at the shop)
5. Verification of functionality after repairs are made. (ie no call
6. Discussion with the customer over the repairs. (what was found and
any future suggestions)
If no trust is earned in phase 1-6 there will be nothing on the
invoice to make up any lost ground. In fact some of the trust earned
in #1-6 can be quickly negated by providing too much detail in the
invoice. All the invoice needs to say is:
1. Basic Service Call $______
2. Diagnosis $_____
3. Repair $______
4. Total $______
Does anything else really benefit the customer??? There's such a
thing as TMI (Too Much Information).
I see the only mistake this guy made was itemizing his bill. It actually is
a very good price. You got a bargain. Great response time and a complete
repair with no return trip or call back. I would definitely refer him to
others, on the merit of his workmanship and response time. The money is
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