How much information do you give customers?

[enduro]

I went to look at a job yesterday, and as i was measuring up, the customer was asking, do i need to prime the walls and what with, whats the best adhesive and grout, where would you start tiling, how do you set out etc. I know we all want to sound professional, and but this guy was obviously going to do it himself as he was asking toooooo many questions :incazzato:I told him materials i would use, but didnt telling how to set out.

 

[Alan.P]

None as in as far as makes and setting out, as you have had today, tell them too much,let them see too much and we lose out, lost out on a floor continuation that way ( I think ) so now, just what they need to know

 

[Olz]

Im usually just vague to questions I answer them without giving away too much if i think there just fishing for info to do the job themselves, I think its a complete mickey take for someone to get you to spend time qouting just to get info to do the job themselves so dont play the game.

Daft thing is that if someone was upfront and rang me and said im going to tile my floor its x,y,z could you reccommend products id happily share knowledge, that is after all what we all do on here daily. Its when people blatantly waste my time that i get annoyed.

I usually just say that i will supply all materials required choosing from a selection of top quality trade products depedant on the final tile choice. I also tell people that setting out is done on the first morning and isnt just done with a quick look around and a licked thumb in the air to see which way the wind is blowing, that windows will be set out in a balanced flowing style etc.

 

[Fred]

I tell them where I would set out for best cuts without saying how its done if you understand that. I also tell them my choice of mterials, again I don't tell them where to buy except ruling out DIY shop stuff. But I do try to be as helpful as possible.

 

[davy_G]

Im with Fred here, but agreed, tell them the basics but dont tell them how do achieve this.

 

[hillhead]

Tell them wheres best to buy the tiles and all(send them to the shop who credit your account!!!):8:

 

[White Room]

Why would he be asking all these questions if he wanted someone else to do the job, I answer and give information on a need to know basis but polite at the same time.

 

[cornish_crofter]

I've only ever had a handful of customers get me to his house then ask for advice and never get work, but to be fair to him they did explain that they were looking for advice.

I don't mind putting myself out for people who simply want to pick my brains, especially at the moment, most of the time I get asked to do the work, even if the customer was seriously thinking of doing it himself.

 

[Olz]

I have no problem giving anyone advice, the point is that if they pretend to want a qoute then try and find out how to do it themselves thats out of order in my opinion, if they are upfront and just say would you mind advising me so i can do it myself then no problem, but to waste someones time pretending they want a qoute is another story.

 

[Daz]

I give general advice, but enough to demonstrate my knowledge and ability.
I mention substrate preparation and priming.
I mention cement based adhesive (no brand names)
I mention the benefit of the relationships that I have with local tile suppliers, but never give too much info away.

 

[david campbell]

i'm with oli & captain slow on this i try to be helpful and polite. letting them know that i have the knowledge to leave a good job that they will be happy with,but as soon as i think they are fishing for info i start to become more vague,i also wouldn't mind someone phoning and admitting they are going to do it themselves but need a little info on some minor details at least they are being honest and not wasting a couple of hrs of my time/petrol costs!i would even offer to supply them matts at a reduced rate and making a little something for myself