Plumbing Connection 1-2015

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PLUMBING CONNECTION AUTUMN
though they called you, not the other
way around.
This customer will also want to know
from the outset, how long you will take.
Since it is hard to be exact with timing
and plumbing work, I always double
the timeframe of how long I anticipate
it will take so that when I finish early
they are happy. Otherwise, Control
Freaks generally start to panic and
become anxious if you are there longer
than they ‘expected’ or if you don’t
give them any sort of time estimate.
Remember, the whole ‘burglar’ point I
made above. The longer you are there,
the more they are probably panicking
that you are ‘eyeing’ off their valuables,
rather than just doing the job they
called you about in the first place. It’s
annoying and unfair, but it’s probably
what’s going through their minds as
you innocently work away.
With customers like these, always
make sure that if they need new
fixtures, such as tapware, toilet
cisterns, even toilet seats, and
vanities—especially vanities— that
they buy the fixtures themselves.
They will be notoriously fussy and
will never be happy with anything you
pick, so just eliminate that possible
opportunity for conflict. In addition
to this, make sure that this type of
customer is present for the opening
and inspection of any such item as it is
unpacked so that if there are any chips,
defects or issues with the product
—that they purchased— that there is
no chance to lay blame on you for any
damage.
I often take photos of the job, before
and after, with this type of client, so
that I have evidence of what I have
done, including any changes that have
been made. I pay particular attention
to recording any pre-work damage or
condition that existed on the premises.
THE ENTITLED
Ironically, this client is generally
not a home-owner but a tenant of a
property, who thinks that somehow
you’ve landed on earth to serve them
at their convenience. They usually
don’t want you to come and do the job
during standard work hours, because
well, they have to go to work and want
to be there to let you in. Why can’t you
just come and do their tap washer at
6.00pm at night for a standard price?
I admit, over the years, I’ve had to
really learn to be patient with these
customers because they tend to be the
most selfish and demanding of all. If I
find myself wanting to be rude back,
I just have to remind myself that
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