everybody welcome back to the channel thank you very much for tuning back in now on today's friday video we are talking about customers expectations versus reality so what what a customer expects in their head and then the reality of what they're actually presented with and how they how they deal with it and how we as contractors deal with that now any pointer in the video if you like what you see give us a like it does make a difference and don't forget to subscribe so you can see more of this type of content now let's get on with the video so the first thing that i think is probably the most important one is the this sort of pre-tuned expectation that's in customers heads that the customer pays for the amount of hours that you're working and that's not the case or certainly not the way that i see it customers as far as i'm concerned pay for experience they're not paying for hours they pay for your experience so i'll give you an example we went to in fact i think i mentioned this couple of weeks ago we went to a vet cat we were in and out i think we were inside half an hour and i think they i'm pretty sure the vet uh i think they administered some sort of i think probably sleeping pills for a cat or something almost NUMBER_TOKEN quid bang in and out and you think how is that possible but the amount of experience that vet has how long they've trained for all their equipment all of that comes at a cost and you have to you know that's just that's just the nature of the beast you're paying for experience you're not paying for the NUMBER_TOKEN minutes that you're in there so and it's exactly the same with contractors you're paying for experience so when you change a fuse board or something we allow for instance we'll allow one full day if it's just a domestic like a NUMBER_TOKEN-way border tank we'll allow a full day and that's what we'll tell the client we're going to allow a full day and this is our figure to do it what we often come to battle with is when we change the fuse board and if it's like a little four-way border site a small little board and a garage we'll allow a full day we tell the customer we're allowing a whole day but if we get it done in less time almost invariably customers turn around and say well he was in and out of there in you know six hours so you know there's still like three hours there which i'd like back please and we have to say sorry that's not how it works it's a fixed quote and this is why i go back to you know when we're talking about quotes versus estimates in fact i'm going to write that here quotes versus estimates so quotes versus estimates now i'm just going to i'm going to quickly touch on that we don't often give quotes almost always will give an estimate especially when you're doing something like a larger fuse board or stuff and especially if they if you're going into it and the customer doesn't want any icr first things like that it's a really great unknown area so we always give estimates if it's a little bored or something easy enough we'll just give a fixed quote you go there do the
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