wow- I almost dont want to comment...everyone above has good points, both pro and con.
The retail business is an interesting one. On the one hand, we do see unqualified and underqualified techs out there....and the customer shouldnt have to pay to teach them the ropes. But, please allow that there are bad customers out there as well....they wont properly maintain their stoves, they wont pay even a good tech for work accomplished, etc.
Its good to hear the stories from others who are in retail as well, nice to see that I am not the only one dealing with "issues" at times. FWIW, signing a big mulitmillion dollar contract does not impress me, not even a little. I dont know your business, I dont know what the profit margin is, how much service work is involved, etc. Just throwing out numbers to impress someone and to provocatively hint that you are more successful is, well, elitist, and simply small-minded. You had great points till you pulled that card and you lost all your credibility.....not that it matters at all, just sayin'
Here is what we do:
When we do service work, we let the customer know what the service charge is, before we even head out. If we cant come to an agreement in terms before we leave, then we wont have an equitable agreement when we fix your stove. If its a warrantee issue (bad motor, etc), it wont cost you a cent, if you bought the uinit from us. If its due to your own negligence or the stove isnt under warrantee, then you know what the price is ahead of time, and we will fix your unit, but require compensation duly agreed upon ahead of time. Was it working when you called us? No? Was it working after we left? Yes? Well, then, sweetheart, we fixed your stove, pay us. If the part breaks again within 90 days, we'll come out again, no cost to you.
Now, I figure service work, and dealing with the public is a two way street. If you are kind and polite to the customer, they will almost always respond in kind. Oddly, I still beleive folks are inherently good. But, every once and awhile, you do run into a yahoo who has some kind of superiority complex, treats you like dirt since youre in retail, tells you they can buy and sell ya, stuff like that. Then, its very satisfying to simply tell them you dont think you can come to an equitable business agreement, thank them for stopping by, and go to the next customer. THATS whats nice about owning your own business. I know many of you folks wont like this....Im sorry. And no, the customer isnt always right...sorry.
It might be nice to remember, that person you are dealing with today might be the dealMAKER tomorrow. Follow the Golden Rule, and treat others like you want to be treated.
Flame away, folks.