Adding work

[PurdueJoe]

How does everyone deal with the homeowner that trys to add litte things on the job. Everyone's had them, take this limb off here or prune this little tree up a little bit. Personally, I don't go to the store and buy $100 dollars worth of stuff then ask or expect the cashier to give me a free pack of gum or dozen eggs.

 

[Tom Dunlap]

A while ago someone posted their solution to this dilemma.

If the estimator/owner isn't on the job this puts the crew in an awkward place. If the company stresses customer service it isn't a good idea to have them say no to a small addition.

Here's the line that was shared:

We'd be happy to do additional work for you that wasn't included on the original workorder. We could call the office to get an OK just in case there's an additional charge. Or, we'll do the work and have the estimator/owner contact you in case there is an additional charge.

 

[Colin]

That's perfect!

 

[TreeCo]

If it's little things I just do them no charge. If it is something that takes more than ten minutes I tell them how much it will cost on the spot. If you can't tell when you are being used you are in the wrong business!

Chances are that if the crew can't make small decissions as to the cost of small add on items......the crew is probably not practicing the best arboriculture, either.

 

[Mrsmorningwood]

Because we own the company, we can pick and choose. If we like the customer and we know they're not just trying to get somethin fer nothin, or if they are as broke as we are, we'll do what we can. But if it's some scheister, and we've all had them, they get charged for everything.
Also, when being "the nice guy" it sucks to do a freebie little 4" caliper branch only to find a big arse nail in the middle of your cut. Charge at least what it's gonna take to replace a chain (or whatever) if necessary.
On the flip side, when putting our bids together we add on weird things (not on the written est of course) like gate fees and dog crap fees(my personal fave)..maybe only $15-$50 bucks total, but that extra time dragging brush through a side gate or grabbin onto a big log with a big log squished on it

, a couple $$ for the aggravation sometimes makes it not so bad.

 

[RogerM]

sometimes a little "extra" makes for a repeat/happy customer. A lot extra is explained as an additional cost in
advance. On occasion it buys the crews lunch. In the form of a tip.

 

[Colin]

Every situation is unique and demands it's own particular reaction. There is no "one size fits all" answer to this predicament.
Sometimes people are trying to get over on you, other times they don't care if it costs extra, and still other times it's merely a 'lil freebie that you do for PR.

 

[allmark]

I agree with all above but sometimes its not about the $ for me either. Even if they pay I might have another job to do and an extra 1/2 hour might be too much. Case by case decision.

 

[ramiro74]

I analize to see how much risk there is to be taken to do a freebie. It may not even be something necessary. After all who knows better what should be done than a pro. In the event the homeowner has an opinion or a need, that's different...like trimming the tree off the roof or clear of the satelite signal etc. In other words, I'll do it as long as it is not something that doesn't need to be done or wouldn't make a differnce any ways. I'm not gonna climb again to do something that satisfyies more an obsession than a need or a thechnical correction. Often people may also try to modiffy the end product. I have high satandards and so by explainning, therilly, what will be done (through vissuallizin the endproduct),and conveying it to the costumer accurately, and ofcourse making sure he undrestands, then I feel that that is the best way to avoid a missunderstanding at the end.By leaving blurry areas to the deal the costumer is morelikely to include more work in the work order. Being service oriented means a lot of things, however, free dangerous work or the use of equipment or labor that could run for as much as several hundreds of dollars an hour, I don't believe are the samething. Be punctual, polite, proffessional, sensitive to their needs,But charge for your time. Any thing that takes more than 5 min. I charge. more than 5 feet up. I charge. more that five times the weight of my dog. I charge. As long as they get a good value for their money or/and exxellent quality they are't going to complaint.

 

[ramiro74]

What I was trying to say is: don't be affraid of telling the costumer that "there would be an extra charge for the additional work" if it applyies. If it does't then: It would be my pleasure Mr or Mrs...

 

[Climber020]

In most cases though I would just do the little extra cause it usually is just something that takes 5 mintues. If it is anything more though, we just let them know that the estimate they were given was for said work and any addition would be more but we are unable to give a price for it. If they are ok with that then we do it and if not we right it up for an estimater to come back out to take a look at.


What is usually worse is if the neighbor tries to cheat you after he let you use his driveway. I am sure this has happened to many. Where you go ask the neighbor to use his driveway because it will save a lot of time on the job and he/she says no problem go right ahead. But they always seem to come out when you are about finished and say well while your hear could you cut this, or clip that. Sure puts you in an ackward situation.

 

[treebing]

I have used this line a few times. "sure, so and so will be glad to do that for you, I am sure they wouldnt mind a little tip for it either."
That leaves it as an opptional cost for The customer, but with out fail they have come through with a few extra bucks for the crew, and the customer still feels like he is getting a little extra.