I want some input...

[float_6969]

So I own a pool and spa service company. On Thursday I went to a customers house to take care of the pool. The pump motor bearings had failed and it was making a terrible racket and the owners had turned the pump off. I talked to them about replacing the motor. They wanted to know how much. I told them I would have to call in the morning to get an accurate price (it was 7pm and my distributor was closed) but that it would cost about $500 to replace the motor with a new one and rebuild the pump (it's common practice in the pool industry to rebuild the pump when you replace the motor because you have to remove the motor to rebuild the pump if it leaks anyway and the parts aren't that much more money). She said she was fine with that and to do whatever it took to get it running. So I order the parts the next morning and think nothing more about it.

Then she calls me the same day I ordered the parts and tells me her neighbor says that she thinks that's too much money and that she should have her spa guy come look at it. I tell her that I was just giving a rough estimate and that I know it won't be more than that amount and that if she want's a specific amount I'd be more than happy to give her a written quote. She says that money is tight for them right now and she was just checking to make sure the price was right. I also mention to her the possibility of rebuilding the motor, but that like any rebuilt part there are risks involved. The first being that it takes longer to have the motor rebuilt (and so we run the risk of the pool getting an algae bloom) and that if there are other unknown issues with the motor, I won't know until I take it down to have it rebuilt, but that it would save her some money. I told her if she wants to go that route, she needs to let me know, because I've already ordered the new motor. She says don't worry about it and that she just wanted to check and make sure.

Today I get a call from her. She says that she talked to her neighbor about it again and that her neighbor insisted that was too much money and wanted her spa guy to come look at it. He came and looked at it and quoted her "half of what you quoted me". I was incredulous (I've been doing this 15 years, I know what it costs to do things) and said, "He told you he could put a new motor on there for $250?!?!?! She says, "Well no, it was $300 something (which probably means closer to $400), but you told me $600". I then start trying to clear things up, explaining that we had a mis-understanding about the price (IDK where the hell she got $600 from, I never said that) and that the $500 was a rough estimate and that it was worst case scenario. I also explained that we talked about rebuilding it for a cheaper price but that I understood that she said not to worry about it. She just kept telling me that she didn't want to use me any more (she's been a customer for damn near 10 years). As I was about to give up and apologize and tell her that if she needed anything, to please call me, MY FRIGGING BATTERY DIES ON MY PHONE (it had been beeping at me during the convo, but it's the same sound I get when I get a text, so I didn't pay any attention to it). So now I think it looks like I hung up on her!!! As soon as I got home and plugged my phone in, I started calling her, but it was busy for the next hour. Once the line cleared, nobody would answer and her machine was full. So I gave up for a few hours and tried her again this evening. Nobody answers again, but I'm able to leave a message.

So after all this drama, I can't decide if I just let this go, or if I should try to make this right somehow? I've already been charged for the parts and they'll be here on Tueday. I could return them, but I'll have to pay return shipping and a restocking fee. I thought about going out and installing them anyway at no charge. I don't care about the money. I don't advertise. My advertising is word of mouth and one upset customer can cost me A LOT of potential customers.

So what does everyone think? Quit bothering her and leave her be, or fix her pump for free to show her that I'm not trying to take advantage of her and that I value her as a customer?

[Zydeco]

I'd say seance your only word to mouth and your willing to just do the job for free. I'd say go above and beyond and do the job for free. Also if she has been a client for 10 years, that's not someone you really want to lose ether.

[BusyBadger]

Clear up the issue about your phone battery with her face to face and provide her with a written quote, not an estimate when you visit.

That way you'll both have a record of exactly what's covered, what costs are involved and she can cross-check your quote with her neighbor's guy and see if you and he are indeed doing the same thing(s).

I'm sure you have no intention of doing so, but it still bears mentioning...don't burn any bridges in case she goes with the lower priced option. She may need to call someone to make things right after her "discount" service.

[themadscientist]

f*** her. She can use her nosy neighbors pool when hers is scummy.

[float_6969]

Clear up the issue about your phone battery with her face to face and provide her with a written quote, not an estimate when you visit.

That way you'll both have a record of exactly what's covered, what costs are involved and she can cross-check your quote with her neighbor's guy and see if you and he are indeed doing the same thing(s).

I'm sure you have no intention of doing so, but it still bears mentioning...don't burn any bridges in case she goes with the lower priced option. She may need to call someone to make things right after her "discount" service.

The issue is not who she's going to choose. The issue is that not only has she chosen the other guy, but she's "fired" me all together. No more openings. No more closings. No more weekly services. THAT is the part I have an issue with and that I want to try to rectify.

[krash]

If you're willing to bite the bullet and do the job for free then I think thats the way to go. That way she knows you weren't trying to be rude or take advantage of her. Next time maybe she'll tell her neighbor about you. You might lose $500 now, but thats better than losing more potential jobs.

[Dattebayo]

Customer or not for 10 years, she screwed you. She flip-flopped about the service, then asked a second opinion based on your rough estimate after you had confirmed the work. And anyone who says money is tight and owns a goddamn pool is either completely stupid or just cheap.

If anything, I would let her go be dumb and learn from the incident that perhaps your estimates need to be less rough in the future, apparently they scare stupid and/or cheap people away.

[darylzero]

I own a small business that is all word of mouth also. Honestly I would let her go. Do NOT install it for free, because she will not keep using your services after that. She already said she wants to use someone else.
Let the other guy install his rebuilt motor (most likely since its lower in price) and when it breaks in 6 months she will call you back.

The only other thing I would do is write a quick letter explaining how you feel and the true cost of the motor. Tell her you respect her decision and valued her as a customer for 10 years. Keep it short and sweet.
You just want to minimize her talking s*** about you.

[PapaSmurf2k3]

Kill the neighbor and her fictitious pool guy.

[OriginalWheelman]

I'm willing to bet that the difference between your and his service will be the rebuilding of the pump. You're about $100 apart, not half. I'd send her a hand written letter, explaining what you were going to do in detail, and why. Itemize the parts, what must be fixed, and why. Show her why you're the one who should be working on her spa even if you're not always the cheapest. In the end, if she's going to screw you after ten years to save a few bucks, let her go.

I understand your desire to save face, but I think that installing it for free will only look to her like an admission of guilt. She will think you were trying to rip her off and you "got caught." That can be more damaging to your reputation than just letting her be unhappy.

If the other guy does do the service and it fails or the parts he should have fixed but didn't fail later, she will probably come back to you. I'd send her a letter and let it go.

[hannibal]

Match the spa guy's offer. She gets the 'best' price and you keep your customer.

[Bubba1]

I'm willing to bet that the difference between your and his service will be the rebuilding of the pump. You're about $100 apart, not half. I'd send her a hand written letter, explaining what you were going to do in detail, and why. Itemize the parts, what must be fixed, and why. Show her why you're the one who should be working on her spa even if you're not always the cheapest. In the end, if she's going to screw you after ten years to save a few bucks, let her go.

I understand your desire to save face, but I think that installing it for free will only look to her like an admission of guilt. She will think you were trying to rip her off and you "got caught." That can be more damaging to your reputation than just letting her be unhappy.

If the other guy does do the service and it fails or the parts he should have fixed but didn't fail later, she will probably come back to you. I'd send her a letter and let it go.

I agree ^^, I would advise against doing it for free, as you did nothing wrong and it sets a bad precedent, plus word couldl spread that you'll negotiate down. I think the lesson to be learned from this customer is you need to be more precise when giving estimates. Being vague might have protected your interest but it opened the door for your competition by letting them dangle what is likely a cheaper type of fix than you offered. If you want to try to salvage the account, I would suggest thanking herf or her business but suggest when comparing your services to other contractors, that tshe compare apples to apples. It's only fair. Competition is inevitable so you should not let customers know you fear it. And if she decides to go elsewhere, you tell her you'll be there if the new guys don't perform as well as you have done for her during the past decade.

[WDRacing]

Customer or not for 10 years, she screwed you. She flip-flopped about the service, then asked a second opinion based on your rough estimate after you had confirmed the work. And anyone who says money is tight and owns a goddamn pool is either completely stupid or just cheap.

If anything, I would let her go be dumb and learn from the incident that perhaps your estimates need to be less rough in the future, apparently they scare stupid and/or cheap people away.

This. She's a slunt for giving you the go-ahead and then sticking you with the cost.

Like someone else mentioned, send her a letter with your expenses listed and why. Explain about the miscomunications and whatnot and that you'll be happy to continue as her service provider if she needs anything in the future.

Buy a supersoaker, fill it with antifreeze and hose down her neighbors yard. Wait 6 months and swing by in the evening and hit her pool with some sea dye, available here.

[dre1507]

Explain to her, face to face, about the dead phone and show up with a detailed estimate like OriginalWheelMan said. Done and done.

[Dattebayo]

installing it for free will only look to her like an admission of guilt. She will think you were trying to rip her off and you "got caught."

That, and she will continue to screw you over the rest of the years you do business with her. And it's fuc*ed-up because you were being a stand-up guy about it all, too. Business is a relationship just like dating, it's time to cut the btich loose when she starts messing around.

[float_6969]

Thanks for all the input guys. I've read all of your responses and after sleeping on it, I've decided NOT to fix it for free. I agree that I need to just let it go.I made the situation as clear as possible every time we spoke and she did what she did anyway. I'm going to write her a letter this morning thanking her for being a good customer for the last decade and offering to help her in any way I can in the future.

I've learned from this that you can't please everyone. I "knew" that, but it's still in my nature to want to do that. I didn't do anything any differently with her than I've done with any other customer for the last 10 years. I learned early on that in this business it's better to estimate high and assume the worst case scenario. Nobody has ever been upset when I tell them it could cost as much $500 to fix something and then they get a bill for $350. I learned the hard way that if you give someone the best case scenario and the worst case, they only remember the cheaper price. Human nature I guess.

At the end of the day, I know I didn't do anything underhanded or deceitful, and that's probably more important than what she thinks.

[Looneybomber]

I've heard from some other business owners that the 10/90 rule applies there too. 10% of the customers require 90% of your work/attention. If she's high maintenance, drop her.

[elwesso]

Daddy doesn't need that hate... b1tches be hatin, time to move on to another pool.

So, do you have any awesome stories about cleaning a pool like you see in the "movies"?

[float_6969]

LOL, that's the 3rd time I've been asked that today. I did have a lady come on to me pretty strong once, and she was wearing nothing but a sundress, but she was about 20 years older than me and about 100lbs too heavy for my taste.

I do get to see a lot of hot girls in Bikini's lounging by the pool, but that's about it.