Sprinklers come on all day...customer said

Discussion in 'Irrigation' started by PROFESSORRAIN, Nov 12, 2006.


    PROFESSORRAIN LawnSite Member
    Messages: 246

    New install 2 mths ago cust. calls said system runs all the time!I've been back to the house 2 times already for same problem,asked cust. has anyone reprogrammed clock?Survey is out top ten answer's on the board,#1 was no nobody would be in there.So I said why is this sticky dot I put over key hole is torn?Delay.........well this is your third time here for this.That's why I put the dot on the key hole(for warranty purpose).I run contractor default took 5 min. tops,as I finshed customer walks up I hand her a $65.00 bill "what's this" bill for my time & materials (sticky dot/with date on it).To say the least I was not the hero I was when I done the install.I explained the charge reasoning she finally comes out in a round about way her ex was there and gonna help her reset the programming (which I do under warranty) to run less time.She calls togay wanting me to adjust time I said o.k how will you pay that started a new fire.My question is would you charge?Other two times I was around the corner she drove by and saw me.
  2. Green Sweep

    Green Sweep LawnSite Senior Member
    Male, from Pittsburgh, PA
    Messages: 322

    Yes, I'd charge.

    I program the controller once for a new install & thats it. During my final walk through with the customer (during which, I program the controller in front of them), I tell them that if they have any questions programming, that: (1) I am leaving the controller instructions. (2) They can call me & I can walk them through most anything over the phone. and (3) They can find a lot of useful programming info on the web (in our case www.rainbird.com).

    Unless you are installing Greenskeepers, most of the new controllers that I have seen are user friendly. Time is money

  3. Hank Reardon

    Hank Reardon LawnSite Senior Member
    Messages: 599

    Depends on many factors: what kind of client they were, was I in the area already, what kind of mood I was in, etc. Based on what you laid out, I'd charge her and she'd really flip a biscuit when she saw our rates.

    Good idea with the sticker.
  4. Az Gardener

    Az Gardener LawnSite Gold Member
    Messages: 3,899

    That 65 bucks wont begin to cover all the bad karma you are about to receive. She has learned her lesson, be the bigger man and move on.
  5. Dirty Water

    Dirty Water LawnSite Fanatic
    Messages: 6,794

    This is one of the reasons why we switched to the ESP. Timer callbacks are virtually zero now.

    PROFESSORRAIN LawnSite Member
    Messages: 246

    All the factors ya'll have mentioned are my thoughts,especially the ESP MODULAR controller features are great.
    p.s. message on answering machine from cust. call when I'm able to tomorrow!!!!!!HAHAHAHAHAHAHA TOMORROW YEAH RIGHT!
  7. Hank Reardon

    Hank Reardon LawnSite Senior Member
    Messages: 599

    Karma doesn't pay the mortgage. I pay for my mistakes, so should everyone else. A "bigger man (or woman)" would have come clean the first time and probably wouldn't have been charged. Own your problems.

    Its about personal responsibility and honesty.
  8. NC_Irrigator

    NC_Irrigator LawnSite Bronze Member
    from NC
    Messages: 1,445

    I agree. We made the switch to ESP's a couple of years ago due to TORO's lack of user friendlyness with the Grnkpr's I cant think of any call backs off hand with the esp's.

    Weve installed hundreds over the past two years.
  9. PurpHaze

    PurpHaze LawnSite Fanatic
    Messages: 5,496

    Being in an area where the Irritrol MC-Plus controller seems to be the standard for us, the city and many others... keys are abundant and controllers sometimes are gotten into by a variety of people. It goes on my work order as "unknown person(s)" did this or that. :)
  10. Az Gardener

    Az Gardener LawnSite Gold Member
    Messages: 3,899

    You may have heard of a little retail out let called Nordstroms. Do you think they built their business by pointing out their customers many short comings? The stories are numerous about the lengths and costs they go to to keep customers happy.

    If you want to teach personal responsibility and honesty start a church. If you want to build a successful service business you should have enough in your budget to cover little things like this.

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