Guaranteeing Work.

[Paul Sh]

Just wondering how many of you guarantee your work and if so how long for.

 

[tony TLC]

normally doorstep garantee lol
no just kidding give them about 12 months at least

 

[Paul Sh]

If someone asks what exactly the guarantee will cover what do you tell them.

 

[formula one]

i give 12 months garantee on work that i have done:angel_smile: :wink_smile:

 

[Concept PHT]

I don't mention anything about a guarantee.

But if the customer calls me back with a problem, I discuss it and see who's fault it is before I repair it. 99.9% of the time it is the customers fault.

So by saying you offer a guarantee leaves you open to all kinds of unecessary crap from customers who wreck their tiles.

 

[jackdempseys]

paul just tell them your bottle is mixed with water and washing up liquid, and the water in your wash bucket is neat.

 

[Concept PHT]

eh?

 

[Dan]

I'd guarantee fixtures and fittings for 12 months, the adhesives and grouts are usually guaranteed by the manufacturer (for discolouration and tiles falling off etc) BAL's guarantee is for 10 years, like some others.

Then the labour is guaranteed for 12 months too although even after that period I used to say I'm your first port of call, and if it's a couple of years down the line and something happens, still don't hesitate to call me.

After-all, this customer will be your customer for life, so if in 5 years something happens, you can either price for repair, or repair at your cost if it's your fault and you feel 5 years later it still shold be in A1 condition.

Each job would be so different though it's hard to list on paper what a guarantee would cover from a labour point of view.

 

[jackdempseys]

all i can say is if you look after your customers no matter how long as passed, wot does that say about you, as a person, i,m sure you will get a lot of thums up , yes.
as for the water ,it was a joke .

 

[Concept PHT]

If the job is done right then you don't have to offer a guarantee. I got fed up of people calling me down the line because a tile has cracked etc only to find its their fault.

 

[Varley]

I have on my business card 'All Work Guaranteed' but i never tell the customer for how long it is guaranteed (and so far noone has asked). I don't think it would matter how long after the job a customer rang me up, I would repair any fault that was mine at no additional cost. Good customer care goes a long way in this game!

 

[Concept PHT]

I have on my business card 'All Work Guaranteed' but i never tell the customer for how long it is guaranteed (and so far noone has asked). I don't think it would matter how long after the job a customer rang me up, I would repair any fault that was mine at no additional cost. Good customer care goes a long way in this game!

Of course, but you do get people that try it on because they have wrecked the floor. And I can't be doing with that.

 

[Varley]

Absolutely m8, everybody wants something for nothing in this day and age, got to be carefull, it's a fine balance :wink_smile:

 

[Dan]

Think of it this way.

If it's down to the customer, they will want it repairing. If you're their tiler, you could be for life, so charge them for it and do the job, it's just another paying job, what's the cause of the job matter for? ...but explain throwing a wobbler because the milk ran out and slamming the fridge door which knocked the big spuds saucepan on the damn ceramics isn't "workmanship related".

You guarantee fixtures, fittings and workmanship. Not the products, they're guaranteed by the manufacturer (adhesives, grouts) but not the tiles, no tile gets replaced at the cost of the factory.

Topps Tiles do a buy-back service and take a small loss overall on the tiles that come back and are not the current shade and can't be sold on. But they gain when a customer breaks a tile as now they come back to the shop to see if they have the tiles still, they don't, they sold them off in job-lots, and now the customer's looking around the shop floor again for a whole new load.

Whatever the cause of the fault, providing you've done a good job, you'll gain out of going back to your customers. you will find the odd door strip has just been ran over a few times with the kids toy Quad, just tell them to buy a new strip and you'll stick it on when you're next passing. You might find the customer has slammed the door and a whole corners worth of grout has cracked, tell them pay for the grout and you'll pop by one day and do it.

Don't bend over backwards but never loose your customers.

It's just business.

 

[GazTech]

Here Here. I always ensure the hillmans have enough tiles,keep a box under the bath or plinth in kitchen.Of course thick people will drive 10 miles with for a fivers worth of the last of them, and have me search through 270 warehouses N S E and West of the country,looking for the same when they drop the spud pon.As regards a guarantee,a customer is not just for christmas!