Customers and Contracts

[Guest dale]

I have always had an unwritten agreement with customers that if there is a fault with the system they can call me and I will be fairly quick to respond. 99% of my customers have been very happy with this, as there is nearly allways someone around who can go and fix faults fairly quickly.

Im thinking though that I should have a written contract or terms and conditions as some customers have been taking the piss recently, especially ones who dont buy maintenance contracts but because they know a member of your family think they are entitled to preferential treatment, especially regarding callouts!

Anyone got any ideas on what to include in customer contracts? Does anyone else use em?

D

[Guest simmo]

Dale,

I encountered this early on, and now get customers to sign a form upon completion of the job. This clearly list the items covered under warranty etc. It also gives a written record of the install date and also protects from allegations later on about damage etc. I always walk the customer around the entire job prior to signing.

As for the maintenance agreement again basic points such as what is and isn't covered, current costs and normally a load of terms and conditions at the end stating stuff like access to the premises etc.

I now charge the same price for everybody I found that some friends take the piss, this way if they get a problem they get exactly the same treatment as a normal customer because they have paid the same for it.

If you want I'll email you some of my sheets so you can have a look. I'm not saying they will be perfect, every company will have their own ideas about what constitutes a good maintenance contract but at least it gives you an idea.

Let me know if you want the maintenance sheet.

Simmo B)

[Guest dale]

If you could send me some examples of your sheets it would be useful, im currently guessing as to what I should stick on my contract and terms and conditions.

I might ask my mate the lawyer to make sure its legally binding before starting to use one just in case I ever get an arsehole customer! I will let you know what he says.

Dale

[Guest Adrian]

B) Hi simmo

It would be realy good if you could send me a copy as well I,m starting to face the same problems and would like to nip it in the bud before it gets to bad.

many thanks

Adrian B)

[Guest kenny james]

hi simmo, is,nt it strange how when you offer something for free everybody jumps the bandwagon,could you send me a copy of your maintenance sheet too!!

it maybe considered that you should start to copyright it (only want to use it for ideas)thanks very much appreciated

[dinefwr]

Thinking of branching out into the printing game Steve?

[Service Engineer]

Our boss uses a 4 tier system of cover levels, the customer can then decide which degree of cover they want.

Level 1: Service only (Any callouts and Parts are chargeable)

Level 2: Service and Daytime Callouts (Labour Only)

Level 3: Service and Daytime Callouts (All Parts Included)

Level 4: Service and Full Cover (24hr Callouts and all Parts)

Seems to work out ok, most customers opting for Level 3 or 4 cover.

[Guest simmo]

Hi folks,

I've sent Dale his copy I'll get to all other requests as soon as possible.

Probably over the weekend.

Simmo B)

[Guest simmo]

Kenny,

You should have yours by now, let me know if it has not arrived.

Simmo B)

[Guest kenny james]

thanks simmo did receive your e-mail,appreciation to dave for explaining to me how to retrieve my attachments again!!,i downloaded the outlook express 6 and the thing blocked all my attachments people were sending me so i could,nt open them,got to now find out how to get you unblocked now because i accidentally have put you on a block so your e-mails to me go straight to my deleted items box.

why arent computers as simple and straight forward as alarm systems?