Discussion:
Capital goods sales -vs- tech's time sales

in a thread about which electric forklift would be "best", [that seemed to me was getting a little "off topic" from the question asked], duodeluxe made a couple of points that were very interesting to me, (and hopefully to someone else, to keep me from typing for only my own amusement).

My remark was that; "Any dealer that won't at the least provide a demo unit should not be considered."
this prompted a reply from duodeluxe that [among other points] said;
"What if a customer said they wanted a mechanic to come and fix their forklift truck for free and if they liked their work then they might call them back next time..... Better yet call 5 different ones and then see which one you like the best."
to which I reply;
Many times I have had customers [who were new to me or the company I worked for] call and offer me the -chance- for their business if I could fix the problem some other companies tech was stumped on, with the caveat that they didn't want to pay for a service call just to be told the same thing the other companies tech said, especially they the tech could not fix it. It's not exactly the same thing, as they were willing to pay IF the tech could fix it. It may not be exactly the same as wanting a totally free service call, but close.
I have also had MANY customers expect a free couple of hours while the tech goes through the customer's in house safety training that the customer safety department put on before the tech could do any work at the customer's location, all before a penny of billing would be considered.
I would love to hear how anyone else has handled that situation.
  • Posted 18 Dec 2009 03:06
  • Modified 18 Dec 2009 03:08 by poster
  • Discussion started by edward_t
  • South Carolina, United States
"it's not rocket surgery"
Showing items 1 - 1 of 1 results.
some points in response: we provide demo's to anyone with insurance but we will not let them stay over the weekend. i agree though that if a dealer wont offer a demo they are or at least might be afraid of their product. as for the "free" service work, i have experienced all of the things that ed mentioned and my response to the customer has always been "if i cant fix it you dont pay" but you cant decide you dont like the price and get off without payment, if this isn't acceptable call someone else. we have a lot of chemical plants and refineries and they all require generalized and in most cases site specific. we do the general anual stuff on our dime but the customer pays for site specific and we do not negociate that issue even on full maintenance accounts. i personally dont beleive in free stuff as service trucks and men are very expensive but i do beleive in restraint and honesty in billing.
  • Posted 18 Dec 2009 11:51
  • Reply by rick_c
  • Texas, United States
technology: (no user serviceable parts inside)

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