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Think about it from your own perspective: Your washer breaks (yes, I know 90% of us would fix it ourselves, indulge me...) and you call two companies. Company one comes out in a nice uniform and a nice truck complete with tools and says, yes, I can fix this for $300. You tell them you'll get back to them. They write you a bill for $100 service charge (or whatever they choose to call it).
Company two comes out in jeans and a tee shirt in a beat-up Chevrolet. They tell you, yes, I can fix this for $300. You tell them you'll get back to them, and they say, ok...and leave.
Who are you going to call?
Most of us would call the professional who values his service, even though we shelled out $100. And, if you're thinking to yourself that I wasn't fair in my comparison because the guy with the jeans might know just as much...you'd be right. But the guy in the jeans can't afford the nice truck or the tools or the uniforms because he doesn't know that his service is valuable, and he doesn't charge for it.
This very argument was the basis for starting my company - I split off with a chemical distributor who was performing service for free...and I decided there was a business there. As it turns out, I was right.
The ironic thing about Luke's post: He noted that one of the LARGEST companies in his area charges $125. The name and the number go together. And sometimes, after staring at the P&L statement long enough, you figure out that what you were losing sleep over was the same thing that was causing a struggle to put food on your table.
I'd rather eat than sleep, but that's just me.
The bottom line is, if you get customers hanging up on you because you charge for a service call - you're probably better off. Those are the kinds of customers that are going to stick you anyways, because you were too nice to provide your services and products upfront and ask for payment later. I used to struggle with "nice guys finish last" too, because I wanted to consider myself a nice guy. But, alas, I have learned that I am NOT a very nice guy when I'm broke. And all the work and study and experience we have put into this business is worth A LOT, IMHO. Most of us are plumbers, electricians, chemists, HVAC guys, and more all wrapped up in one entity. That is a lot of specialization and if you are offering all those services and know what you're doing, by all means, get paid.
Our society has changed and we have to change with it in order to survive. That does not mean we have to let go of our sense of right and wrong, or compromise our ethics. I am as ethical as I ever was, if not moreso. But I learned over the years that there are a lot of people waiting in the wings who are not so ethical and will gladly screw you over every chance they get. And I can promise you, they sleep fine at night.
I did the math...both literally and figuratively, and it equals charging for service calls, estimates, and the like. People will respect you for it, and you'll respect yourself for it too. It feels good to find out that people value you.
Ana said:
Luke Norris said:
I don't know how long you've been in the pool industry, regardless you are selling your accumulated knowledge of pools. Isn't that worth $125?
I would never have a problem sleeping for charging a customer for my knowledge. I lose sleep when there is a lack of follow through or a botched repair, that is defiantly not worth $125.
Much like going to the doctor. How can you make recommendation for repair/upgrade/maintenance without fully knowing what you're up-against. Doctors don't make prescriptions over the phone, they want to check you out thoroughly every time. Are you really doing a service to the customer if you just replace the leaking shaft seal? Why is it leaking, is your new shaft seal going to leak soon and have you back out under your warranty? Check the chemistry, hydraulics, air leaks, water path and address the why.
As far as liner repairs/ replacements go ...equals a diagnostic not a service call. Service calls seem to be more negotiable, but a diagnostic is not. It is what it takes to provide an accurate picture of what's going on.
Contact me if you'd like to learn more about diagnostic vs repair, whats covered, how to get to that price. Everyone's diagnostic will be a bit different for varying overheads, etc.
-Jeremy
Florida Leisure Pool & Spa
www.FLLeisure.com
I would have a difficult time charging to come out and tell a client their pump seal is what's causing the puddle at the equipment pad.