Customers getting there own tiles.

[McP77]

Just finished a job where tile shop provided a measuring service. Net result was that there were no wall tiles spare, one floor tile spare, and about 17 individual glass mosaics left over.

Bit too close for comfort I'm afraid. Would have only taken one faulty wall tile.

 

[brian c]

OK, i will tell you what i did, i said to the guy i would come out on Monday to finish, he is a really nice guy plenty of tea etc, he said how much extra on my price i said, its nothing, he said it was his mistake and said he would give me an extra £50. everybody's happy. I got extra £50 customer recommends me to his friends. People skills is a most important thing dealing with customers in this job. If i had said to him i want a days money i probably wouldn't of got payed for it, so this way i got £50 and a happy customer.

Good customer care Andy,this will as you say have a knock on effect.Well done m8

 

[GatesheadCol]

Im a new starter too, and to be honest im getting about 1 job a week at the minute, sometimes 2, money not the issue here. If it was me I probablywould have done like you did,. You got an extra £50 and guaranteed that guy will recomment you.

When you have 4 jobs a week then youcan be a bit harder but when starting give a little extra (without taking ther pi##)

 

[faithhealer]

went to measure a job once, came to 17 sq mts but the customer argued and said he made it 16! Politely told him it was definitely 17 (showed him my figures) so he said ok I'll order 17, er no, plus 10% for cuts and waste ,make it 19. How many did he order?....18. Managed ok but could have done without watching every piece of waste

 

[reaper72]

This has happened many times to me over the years,some people are soo miserable,even when it comes to clearance tiles.I've had people come back after 3 or 4 years expecting to get the same tile and shade!
It is very satisfying when you remember someone whom you advised to keep a spare box and not take the refund,coming back to get what they can't have when someone's dropped a hammer on a floor tile!Especially when they make a comment about you not wanting to give a refund!:wub:

 

[GazTech]

This has happened many times to me over the years,some people are soo miserable,even when it comes to clearance tiles.I've had people come back after 3 or 4 years expecting to get the same tile and shade!
It is very satisfying when you remember someone whom you advised to keep a spare box and not take the refund,coming back to get what they can't have when someone's dropped a hammer on a floor tile!Especially when they make a comment about you not wanting to give a refund!:wub:

We have customers who,drive 5 miles for a £2 refund...:whatchutalkingabout..I ask you !

 

[NickH]

If you expect things to always go in your favour your deluded. Problems like this are part and parcel of running a business and its the way you handle them which will dictate how succesful you are. I always try to measure up for my customers and if it comes up short its down to me, its happened a few times but conversely you look a right chump if you leave them with 50 spare tiles. As an aside, I NEVER let the customer supply the adhesives and grout, I just cant get on with the Homebase "tile-n-grout".

 

[Varley]

If you expect things to always go in your favour your deluded. Problems like this are part and parcel of running a business and its the way you handle them which will dictate how succesful you are. I always try to measure up for my customers and if it comes up short its down to me, its happened a few times but conversely you look a right chump if you leave them with 50 spare tiles. As an aside, I NEVER let the customer supply the adhesives and grout, I just cant get on with the Homebase "tile-n-grout".

I disagree, I always make sure that when I measure for a job that the customer gets a more tiles than necessary, then when there are 3 full boxes left at the end I tell the customer that I was able to re-use a lot of cuts, set out in a way that minimised waste and as a result have managed to use a lot less tiles, resulting in them getting some money back on their tiles. You come out smelling of roses. The customers love it, they think you have saved them money.

Worst case senario, you have to use the tiles, at least you were not short.

 

[McP77]

I always get plenty of tiles. Have had an occasion when one box was the wrong colour (discovered this at 8pm at night), and a box where all of the tiles were broken. It's easier to take some back at a convenient time than have to try and get some more if there's a problem.

 

[DHTiling]

exactly martin mate..better to be over than short.....dave...

 

[guy1976]

I disagree, I always make sure that when I measure for a job that the customer gets a more tiles than necessary, then when there are 3 full boxes left at the end I tell the customer that I was able to re-use a lot of cuts, set out in a way that minimised waste and as a result have managed to use a lot less tiles, resulting in them getting some money back on their tiles. You come out smelling of roses. The customers love it, they think you have saved them money.

Worst case senario, you have to use the tiles, at least you were not short.

do you drop your price as the boxes of tiles you have not fitted wont be on the wall/floor:wink_smile:

 

[penno]

Enduro i had exacly the same thing happen to me a few weeks ago. Was short a few tiles so let the customer know and scratched my chin saying i was working elsewhere the next day (wasn't as i had a day off). Told him that i would be putting another customer behind if i return so he agreed to give me an extra days pay. Thought about it when i got home so next day when i finished the job i charged him £40 instead of a full day rate. More my fault than his, i should have checked before i started, however on a plus side it was a good learning practice because i know i won't let it happen again.

 

[DHTiling]

Well said penno mate.. and wot a true gentlemanly gesture to customer........dave...

 

[Varley]

do you drop your price as the boxes of tiles you have not fitted wont be on the wall/floor:wink_smile:

Erm...well...ahem...NO COMMENT!

 

[devonmark]

I disagree, I always make sure that when I measure for a job that the customer gets a more tiles than necessary, then when there are 3 full boxes left at the end I tell the customer that I was able to re-use a lot of cuts, set out in a way that minimised waste and as a result have managed to use a lot less tiles, resulting in them getting some money back on their tiles. You come out smelling of roses. The customers love it, they think you have saved them money.

Worst case senario, you have to use the tiles, at least you were not short.

I'd do that and find that they were on special order...no refund...