Outback dealer protection? [RE-wrenches]

[Allan Sindelar]

Agreed; when we get a call like that we ask where the equipment was
purchased; who did the install; whether it was permitted; where they got our
name. Besides the answers themselves, we are listening for the customer's
tone, and picking up cues as to whether to take the job.

One thing that has helped is a $15/hour surcharge for each person-hour when
working on a system installed by someone else. Another is a
$25/hour/technician surcharge for same-day or next-day emergency service,
and service calls outside of normal business hours. Two hour minimum charge
for on-site service calls.

Travel time is charged one way, plus $.75/mile for a well-stocked service
truck.

We don't have to charge all of these. But by having them posted on our
website and during a phone call request for emergency service, we can use
them as tools to:
-get paid fairly for service calls such as Bob's;
-put the customer into a frame of reference that gives us more influence on
the timing and outcome of the job;
-give us the option to waive some charges if we choose, engendering customer
good will;
-give us tools to turn down the work if we so choose. Some installers' work
is so bad we'd rather not touch it unless we rebuild the entire system.

We also have a policy that we don't install equipment purchased elsewhere.
(I learned that years ago from Bob-O). If Bob had that policy, he could have
said that the replacement boards had to come through him. Like the other
policies, if you have it in place, it can be enforced or waived. If it's not
in place, you're out of luck makin' a buck.

Allan at Positive Energy

----- Original Message ----- 
From: "Travis Creswell, Ozark Solar" <ozsolar at ipa.net>
To: <RE-wrenches at topica.com>
Sent: Monday, July 10, 2006 6:33 AM
Subject: RE: Outback dealer protection? [RE-wrenches]


>
> I'd say another part of this issue is working on a system that you didn't
> install.  I'm not trying to pick on Roy and I applaud him for helping this
> guy out.  But the way I read it the owner didn't pay Roy for his time.
> What's up with that?  I spell it out very clearly that they are paying me
> for a full day's labor regardless of what I find or what I can or can't
fix.
> I frequently get a shocked reaction which usually ends the conversation.
> I'd like to know how many of these systems are still dead because the
owners
> can't find anyone to fix them for free.
>
> When I get a call from someone whose solar expert disappeared or internet
> dealer won't return calls I know I'm likely in for aggravating experience.
> All bets are off when it comes to these folks who can't find you until
their
> system is giving them fits.  I've learned that when working for these
folks
> it's hard to actually cover the cost of doing business.
>
> Immediately setting the ground rules with these types of folks is
important.
>
> Best,
> Travis Creswell
>
> >
> > -----Original Message-----
> > From: Bob Ellison [mailto:ellison at gisco.net]
> > Sent: Sunday, July 09, 2006 6:49 PM
> > To: RE-wrenches at topica.com
> > Subject: Outback dealer protection? [RE-wrenches]
> >
> >
> >
> >
> > I had an experience the other day that the longer I
> > think about it the more
> > it irritates me, here goes.
> > I got a call from a customer that had a pair of
> > VFX3648 inverters and took a
> > 2 1/2 hour drive to the site,
> >
> > He had no lightning cans and took a bad lightning
> > hit, the inverters were
> > already off the rack and opened up.. Both inverters
> > were down and he had an
> > insurance inspection the following day. Real bad
> > timing. I did not supply or
> > install the gear and low buck wholesale never
> > suggested lightning
> > protection.
> > My regular supplier is at a show so I called Outback
> > to get the boards and
> > was informed that we had to send the inverters back.
> > Also the board prices
> > were up from $700.00 to $1200.00. and we needed all
> > of them, 2 sets. There
> > was no doubt that all the boards were bad, the burns
> > were obvious.
> >
> > I was not having any luck getting the boards sent
> > and asked the tech to
> > explain to the customer that they had to be sent
> > back. I  found out after he
> > got off the very short phone conversation that he
> > had been sold all the
> > boards at my cost, and on my dime for the phone
> > call!
> >
> > It just ticked me off, I guess the dealers don't
> > have an advantage over the
> > customer any more at Outback.
> > I didn't expect the customer to get dealer pricing.
> > I could have gotten a
> > verbal PO easily or just put it on a card and
> > actually made some money on
> > the process instead of the way it worked out.
> > 5 hours drive time and a couple on site add up fast
> > towards wasting a day
> > real fast.
> >


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