Two of our guys spent a day at a job yesterday carrying out maintenance for a client, I was very surprised to then get a phone call accusing them of 'not working a full day'.
It later transpired that the woman assumed we had left early when she went to collect the kids from school. On asking her for actual times, she could not offer any but repeatedly claimed we 'definitely' left early...
Many emails later, and seeing that her argument was not working, she turned to standard hours of work. Our days are 7 hours actual work. She was informed of this verbally and by clear email at the start of the work a month ago and never disputed it. She said she expected more hours work in a day, and that we earnt more than her husband for less hours work.
When this didn't wash with me, she turned to chatting. Chatting was mostly about her financial condition and house hunting woes. Her house is three times the size of mine and then some. The guys (and myself who turned up to assist for free, helpful that I am as a deadline was approaching) tried to get on with their work.
I was then told that she did not regard chatting as work and that we should have worked longer to compensate for chatting and cups of tea and cake. In fact we did stay longer, 30 minutes in total, but out of flexibility rather than compensation for chatting. All of this made no impression and she refused to pay for a full day.
Eventually after 7 1/2 hrs (!!) of endless ridiculous accusations by email I told her we could no longer work for her. She was obviously genuinely annoyed but I think that her problem was not really about us, more with her general circumstances.
I regard on site discussions with clients (especially when they come out and start a conversation) during working days as work. This has never caused a problem in the past. We frequently go the extra mile time wise and do not habitually leave on the dot.
I would be interested to hear your views on chatting as work.
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Nothing to do with you....she'd have been squabbling with everyone that day so wouldn't read too much into it...... something else must have been bothering her. If you liked the job before, liked the woman, I think I'd have a chat with her to clarify things and carry on as before if possible..... we've all had bad days when we look for a fight with the other half!!.... if you never liked the job anyway, she's done you a favour.
If you're there for a full day, stopping for a 10 minute or so chat with cake and biscuits seems very reasonable and I wouldn't expect to work extra for that........... if you're only there for an hour or so, its a bit more significant and if I stopped work, I'd the do the extra 10 minutes. In reality, I have the shorter jobs so normally carry on working whilst chatting, eating the biscuits and sipping the tea, all at the same time. Whatever happens..... Never refuse refreshments or you'll never be offered them again!!
did you get the work done?
We usually talk (me sometimes although i prefer to work !) but its rude not to be sociable or reply when they are lonely or need to talk about the work.
its a necessary evil and they should be fair as to what time is taken up by them and what you compensate.
tea and cake is nice.
I mostly charge for the job. so it avoids this. i will reduce slightly if price not confirmed before or inc a bit of waste taken away. i like to see a happy customer and get paid asap for cash flow.
Only ever had a few issues in 10 years - but i rarely leave lads on site without me there working & usually its just me so im in control..
Talking to the customer is all part of "Customer Relations", but you need limit it to a few minutes here and there, and try to be friendly.
Make friend out of the client and you have a customer for life.
I consider it work time. For example. I have one customer, who waits for me to finish the mornings work before making a cup of tea, and having a "chat" This "chat" is mainly about what needs doing next visit. The "chat" takes at least 1/2 an hour. I have other customers to see, so I now finish 1/2 hour earlier to allow for this, and include it in my time.
Yes Richard some of my customers would talk all day if I didn't say I had to leave to go to another job/home/go to the recycling centre before it closes.