The Games Customers Play

[ward]

Three for Now Four for Later Game
Customer pays now for three stumps, even though he has four. Goes on vacation to winter getaway. Comes back in the spring and wants you to do the stumps. You do the three stumps agreed to but he calls later saying that one of the stumps still needs to get done. Since he has already paid for this it is hard to say 'these aren't the stumps we agreed to'--too much time has elapsed, memory is fallible. Rather than make another site visit and go through a long hullaballoo you do the fourth stump. This is the pay for three now so that you can get four later game.

 

[classictruckman]

Take pictures of work to be done, the fact that you took photographic evidence will sometimes turn these guys off.

 

[cerviarborist]

This sounds more like the "You should have had a written contract, specifying the number of stumps, and their location game". You're the professional in the equation. Rock the role, with a contract that specifies what you're going to be doing.

 

[ward]

This sounds more like the "You should have had a written contract, specifying the number of stumps, and their location game". You're the professional in the equation. Rock the role, with a contract that specifies what you're going to be doing.

That's right , Cervi. But we did have a contract specifying 'three stumps on left side of driveway'. Problem is their was a fourth stump there too, in the same area. A photograph of the stumps would have been conclusive (as suggested by classictruckman). This is, after all, a thread devoted to strategies to help us succeed in the games arena and how to not get gamed. It was just one of those weird occassions. Client and I had discussed it in the fall--I thought we understood each other and we were to immediately take care of it then. After having paid, the client said he would be back in the spring and take care of it then. I suppose I could have sent him his money back. Job is a good 45 minutes from our shop. I sent guys to do it according to our plan. Client calls up and says they got the wrong stump--it was the other one. I turn the guys around and do it for him. Its not worth my time to go out and wrangle with an otherwise good client about this. I had down the location of the stumps and knew which ones they were, but that is not really all that is relevant here. He recalls one of the stumps being the other one--the one you knew he didn't mean. Too much time has elapsed to quarrel over this detail. Whats at stake now is 'are you going to take care of the client'? Lack of professional rigor on my part? Perhaps. Perhaps getting gamed might be excellent customer service.Choosing one's battles. My response was to assume that we were responsible and would take care of it right away. With this guy I knew that though I had lost a small battle, I was still winning the war.

I'm sure there are many variations of this game. But you are right to want to document the work precisely and be specific! Perhaps if I'd had photographs I could have done the fourth and later demanded payment for it. That would be winning, I guess.

 

[cerviarborist]

Winning is when everyone knows exactly what to expect out of the transaction, and those expectations are fulfilled.

 

[ward]

Winning is when everyone knows exactly what to expect out of the transaction, and those expectations are fulfilled.

Three stumps on left of driveway not to include fourth stump (southernmost stump). Winning.

 

[treehumper]

A schematic diagram laying location of all stumps being considered for the grinding, all four numbered. In description put the stump details, dia., species and timing for the work. Pictures are even better.

Was the fourth stump discussed? Did you set a price for it to be done at a later date yet to be determined? Either way, while you may or may not have got the right stump (the crux of the issue), negotiate the payment of the fourth stump. If they are a good client they'll recognize that you have overhead in having addressed the supposed error and that he did still get additional services though the timing wasn't what he wanted. You can offer him a discounted rate on this extra as incentive to pay now or negotiate future payment at a time more suitable to his budgeting.

If he had no interest in ever having the fourth removed then you could still sell him on the value of the work and offer it at cost or lower. In this situation, there's little reason for him not to pay something for the service and for you to eat it all.

 

[ward]

A schematic diagram laying location of all stumps being considered for the grinding, all four numbered. In description put the stump details, dia., species and timing for the work. Pictures are even better.

Was the fourth stump discussed? Did you set a price for it to be done at a later date yet to be determined? Either way, while you may or may not have got the right stump (the crux of the issue), negotiate the payment of the fourth stump. If they are a good client they'll recognize that you have overhead in having addressed the supposed error and that he did still get additional services though the timing wasn't what he wanted. You can offer him a discounted rate on this extra as incentive to pay now or negotiate future payment at a time more suitable to his budgeting.

If he had no interest in ever having the fourth removed then you could still sell him on the value of the work and offer it at cost or lower. In this situation, there's little reason for him not to pay something for the service and for you to eat it all.

Of course you are right. That's good. I'm not sure I can muster the strength (this guy is like Donald Trump).

 

[treehumper]

this guy is like Donald Trump)

Forget it then…. unless you want to see him declare bankruptcy.