How would you handle this?

[WAS]

People should think before they talk..If he is having financial troubles in relation with the economy or in general he should be rethinking his spending on 'luxury' items such as detailing. How can you expect to low ball someone when they are just trying to make a living as well. Everybody is faced with higher costs.



I'm glad he called to apologize, I wouldn't be putting up with that. It's simply harassment in the workplace.

I totally agree that people should think before they talk. But, sometimes, pressures get to people and these things happen. Think of how many times you've snapped at your spouse (in the verbal sense), or a co-worker, or something. Did you feel like it was the right thing to do after the fact ? Bottom line is, the customer is calling to apologize for his behaviour, and is looking to book the detail again. I can tell you from personal and professional experience that this is VERY rare, ESPECIALLY in our type of industry (a general public service industry), so the fact that the customer is doing it, I think deserves a little leeway.



My bigger point is, even if the OP is still mad at the guy (and I probably still would be too), from a strictly business perspective, it would not be good to now overcharge him, or tell him to piss off. Give him the price you were originally going to charge him, and then if you still feel badly wronged, up the price the next time around. Anything else other than that is just going to look like you're out for revenge, which is bad business practice.

 

[Jpostal]

Tell him your prices went up again.

WAS, this was meant to be a sarcastic comment. Obviously jerking the guy around after he has called back to apologize is not going to be good for anyone involved.

 

[DaGonz]

We have been playing phone tag. I left him a message stating that I am waiting for my schedules from the Academy and the ambulance and that the price increase will stand.

 

[LaTuFu]

Yeah, he was a jerk to run you down over a tough business decision. But I have to give him credit, he stepped up, swallowed his pride, and apologized. If he has been a good person to deal with previously, and a loyal customer along the way, I think you're doing the right thing to continue working with him and charging him the new price.



If I had any suggestion to offer, I would have a polite but firm discussion with him about how you expect to treat each other going forward. Just because you're detailing his car doesn't mean he is placed in a superior position to you. Explain to him that you value his business, but if he treats you like a second class citizen ever again, you will not allow him to remain one of your customers.



Its always important that we have the attitude and self-confidence to insist that our customers treat us the way we would treat them. No customer is so vital to a business that you should have to subject yourself to that kind of behavior.



One of the great advantages of being in business for yourself is that you get to choose who you do business with.

 

[mikenap]

Probably not the best course of action. The client took a big step to man up and apologize, since a lot of people refuse to ever admit their mistakes. He realizes he was in the wrong and took the appropriate steps to rectify his behavior. I don't think any good can come from lecturing the client on top of that.

 

[tssdetailing]

"well, it looks like I just got a new car then" (i had the keys still)..and the look on his face was priceless...I got paid!!

would have paid to see that!!

 

[WAS]

WAS, this was meant to be a sarcastic comment. Obviously jerking the guy around after he has called back to apologize is not going to be good for anyone involved.

lol, OK, well the saracasm didn't come across at my end of the table. My bad.