How often do you update customers?

[Keith Somerville]

Hi all,

A couple of incidents today caused me to wonder how often I should bother customers about their repairs. I have a Godin superstrat in for a setup. Initial checks indicated it would be straight forward. However, on the bench, it transpired that it needed a lot more work, but each new problem only became apparent after investigating further. So far, I've called the customer three times today to confirm they're happy to go ahead with the additional work: I hate to surprise anyone with a bill 2 or 3 times more than the initial quote.

How do the rest of you handle this? Do you ever absorb the time cost because you failed to spot something at the outset? Have you ever had problems issuing your final bill? I know all of you take great pride in your work on the bench, but I'm just as interested in how you run your businesses and work with customers.

[Mike Kolb]

I've learned (the hard way, mind you) to take a customer's guitar, visit a spell, talk about what he wants done and send him on his way, saying that I'll call him in a day or two with "a report".

Then I'll take that time to really give the guitar a thorough going-over, noting any & all problems or irregularities... and calling him with an estimate. If he wants to come back and actually see what I've noted, so much the better.  

Now the customer has a "menu" to choose-from. X-amount for the original work requested, X-amount for some other items found.  He can pick and choose, but at least he knows the status.

That way it helps to minimize the surprises (hopefully) for either one of us.  It isn't 100% foolproof, but it helps.

[Russell Vance]

Hi Keith,

Customers don't like surprises, particularly if they are financial in nature.  However, from our experience here,  if informed they invariably are happy to give instructions as to what work is to be carried out in addition to the primary tasking. 

Our issue of a quote is accompanied with a request to carry out work in excess of 10% of the quote without conferring.  This also allows us to combine a number of small tweaks as we go along without having to get a hold of the customer and ask for permission on small stuff.      Anything over this is a "call and advise" before proceeding.  

If the job is not a clear cut "rate" job we will sometimes issue a quote with an agreed "not to exceed" amount which is the maximum foreseeable figure and inform the customer as we progress into the unknown.

Rusty.

[Andrew]

I pretty much do what Mr Kolb does, especially with acoustics where there can be sneaky structural stuff. I try to see as much as I can and note it to the customer when they first bring it in, and advise that I may find other things that need to be addressed once I get in there. I also try to establish a general budget amount with the customer so I can determine the most reasonable course of action according to that amount, the nature of the guitar, and the nature of what the issues are.

As for customer update frequency, sometimes Ill be in touch with them a few times a week, that seems to be the max, but that would vary with the repairs and the customer.

I do not want to presume too much since Im not in your shoes, but 3 times in a day sounds a little much to me. Perhaps your assesment of the guitar could have been more thorough, or perhaps youre niggling over small things that could have been done in the time of a phone call. Of course there are some problems I can think of where neither of these could be the case as well.

[David Farmer]

The next time you talk to him/her you can ask if they want to be consulted about every issue or only those that go over a certain amount. 

I will give verbal ball park numbers to people while they are with me but  hold myself to a rule:  I must go over the instrument out of their presence before giving a price I will stand by. After that it's my problem.

It's a function of knowing my own behavior. The urge to tell them what they want to hear or give them good news can only be controlled by having a moment out of the customers influence.

I wish I wasn't built this way but I am. It also gives me incentive to be very thorough.

Frank Fords words years ago always echo in my head. The whole game is about," managing customer expectations". Or something to that effect.

I think you have to find a system that works for you.

[Andrew]

Definitely second this. Unless its a very straightforward job it is very difficult to give an objective estimate when the customer is there, even with the ones who arent chatting you up as you look the guitar over.

[Keith Somerville]

Just a quick update. That particular customer was very happy with both the work and the service, and are bringing a re-fret down later in the week. I think 'managing customer expectations' really is the key. The best advice I ever received was when  I was still working in a guitar store and my boss told me, 'Whatever you do: don't overpromise'.

[Mike Kolb]

Hear-hear on over-promising!  Also, this has happened too often: the customer and I are chatting-away on any variety of topics and ...only after he's gone... do I discover some obvious "whoops" on the guitar that should've been seen if I'd been paying attention. 

Ditto with anybody wanting to "watch" or wait while I'm doing the work. It just doesn't pan-out for me or the guitar. I've always marveled at how dentists have no choice but to work on the patients teeth while the patient is scrutinizing every move! 

I've also found it works to sometimes over-estimate a bit, as it's always more pleasant for all to come in under-budget than over.