How long after completion would you deal with a customer complaint?

The landscaping project is complete and the ink is long dried on the cheque which has been safely cashed.

Your client's has expressed their gratitude and you've said your farewell and wished them a long summer of happiness enjoying their new garden.

A few months later - maybe even more than a year - you get a call so there is a problem. The problem might be, for example, some loose pointing, a paving slab come adrift or sinkage in some block paving on a drive.

It's no big deal...you drive out to look, see the problem and agree to put the defect(s) right.

There's no blame, these things happen. The pointing may have been done at the end of a batch after a long warm day. Your labourer may have got the mix wrong or the jointing mix may have just been too dry or, due to the long delay in using it up, had just passed its best.

Attending to minor problems makes good business sense. Your business may even get a boost when your grateful clients tell their friends and recommend you.

Acceptable delay in reporting?

But what if you suspect you are not at fault or the delay has been too long?

For example your client may have used a pressure washer to clean the patio surface.
Power washers can be extremely abrasive when used without thought. For example, holding the nozzle too close will direct a very powerful blast of water at the intended target. It's for even the strongest and well pointed joints to be dislodged.

How would you go about deciding whether you have a responsibility or whether a client should accept the blame?

Can situations of responsibility be solved in advance by writing good terms and conditions?

Would you restore your workmanship without question?

What is your cut-off point for dealing with any reparations?

Would you charge to make good?

Ingenious!!

Colin Hunt said:

It's always worth a look and if possible put the problem right. On the few occasions we get called back, it is so minor that a couple of hours work keeps everyone happy. 1, 2, 5 years, no matter, if it's down to me it gets done FOC. Trust is something to be built up, treasured and it goes a long way.

HOWEVER! This is a true story about a friend of mine who a good few years ago, bought a car from a small car dealer. He was raving what a decent and honest man he was, because he took the car back after a couple of weeks when the battery was flat and the exhaust had developed a leak and he said "just take it round the corner, get the work done and get them to send me the bill".

A few years later I was working for a car dealer and related the story "oldest trick in the book" he said "send a car out with a couple of faults, add the repair in the price, if it doesn't come back, you've made an extra few quid, if it does come back, the customer has already paid for the repairs AND they will tell everyone how honest you are!!"

Replies

Colin Hunt February 27, 2014 at 12:12pm

It's always worth a look and if possible put the problem right. On the few occasions we get called back, it is so minor that a couple of hours work keeps everyone happy. 1, 2, 5 years, no matter, if it's down to me it gets done FOC. Trust is something to be built up, treasured and it goes a long way.

HOWEVER! This is a true story about a friend of mine who a good few years ago, bought a car from a small car dealer. He was raving what a decent and honest man he was, because he took the car back after a couple of weeks when the battery was flat and the exhaust had developed a leak and he said "just take it round the corner, get the work done and get them to send me the bill".

A few years later I was working for a car dealer and related the story "oldest trick in the book" he said "send a car out with a couple of faults, add the repair in the price, if it doesn't come back, you've made an extra few quid, if it does come back, the customer has already paid for the repairs AND they will tell everyone how honest you are!!"
Geoff Norfolk February 27, 2014 at 4:43pm

Ingenious!!

Colin Hunt said:

It's always worth a look and if possible put the problem right. On the few occasions we get called back, it is so minor that a couple of hours work keeps everyone happy. 1, 2, 5 years, no matter, if it's down to me it gets done FOC. Trust is something to be built up, treasured and it goes a long way.

HOWEVER! This is a true story about a friend of mine who a good few years ago, bought a car from a small car dealer. He was raving what a decent and honest man he was, because he took the car back after a couple of weeks when the battery was flat and the exhaust had developed a leak and he said "just take it round the corner, get the work done and get them to send me the bill".

A few years later I was working for a car dealer and related the story "oldest trick in the book" he said "send a car out with a couple of faults, add the repair in the price, if it doesn't come back, you've made an extra few quid, if it does come back, the customer has already paid for the repairs AND they will tell everyone how honest you are!!"
Kieran Ray February 27, 2014 at 5:58pm

If its down to a failure of workmanship we will sort it out, unless with something such as pointing and we have had the phone call after 3 years. But generally we sort issues. If it's proven to be an issue caused by the client the we try to tactfully tell them why the issue occurred, then hopefully come to an agreement to redo the work at their cost.
Matt Johnson February 27, 2014 at 6:07pm

I pretty much agree with what Kieran has said.. if its installation error then we will replace, If it is product error we will contact supplier and see what happens, if customer error, give them advise as to why the issue has arisen and explain how to avoid in the future.