Good points, Saladdin! I guess maybe it might be hard to understand unless you actually see what occurs. I will do my best to try and explain it, although, it might be hard to communicate, or "get", unless you do this all the time. Most of what Im talking about here is non-warrantee work, stuff like stoves past the manufacturer's warrantee, etc. As for not having a business background, I think it still makes sense, you just might not have a full grasp on what it costs to be in business these days, but, maybe you do......evenso, I'll give it a shot, at what I understand is my own peril!
As for answering SALES questions, certainly, not a big deal, we all do it, and I agree it IS a part of doing business. Answering questions as to why a stove wont run, for example (and this is VERY, VERY common), is another matter. You can answer general questions, have you checked this or that, is the stove clean, etc. At some point, you cannot fix a unit over the phone, due to the fact it is actually broken or the owner lacks the ability to actually fix it due to lack of mechanical prowess, etc. . A few questions, sure, but 2-4 hours out of an 8 hour day?, no (and really not an exxageration). At some point, the rubber has to meet the road. I am sure you will allow that vehicles cost money, employees cost ALOT of money, and then there is insurance, repairs, fuel, taxes, etc. Now, I can either mark my retail prices of stoves and parts up, making everyone pay more, or, I can charge for service......otherwise, youre right, you find out at the end of the year that you busted your a$$ and youve made no money, or lost money. Then, well, you wont be around very long. The road is littered these days with companies that "no longer are in business" for one reason or another. We have been around, well, since just after the Civil War, so, I think our longevity isnt an issue.
Why should someone pay for a service call for a unit we installed or sold? Well, because beyond warrantee, its mechanical, and mechanical things break, either due to part failure or lack of maintenance. Back at you. Why should I fix your unit (for free) if it breaks due to your lack of maintenance? That stove isnt running due to the fact its dirty. I should have to eat that? Isnt it easier to tell them when they call on the phone that if its a warranted issue, it will be free, but if the stove isnt running because YOU failed to maintain it, and I get out there to fix it, and actually DO fix it, I should be reimbursed for my time and effort, by you. I fail to see that as difficult to understand. I know everyone expects it should be free, because Im a nice guy, and its a cost of doing business, and if I do it just this one time, I'll have a customer for life, but the cold, hard reality is that it just is not economically viable to do.
I do agree too, Saladdin, that full disclosure is the best route for anyone here. If you are going to charge a service charge, tell the customer up front, tell them how much it will be AHEAD of time, as if there is any difference in ideologies, then that can be decided PRIOR to driving all the way over there......if we cant come to an agreement, then, the customer can get someone else, someone who will come out for free, but I dont think they will be doing that for long.
