Explaining "We don't do that"

[BHit]

So I constantly run into the issue of trying to explain to customers that we DO NOT fix certain things.

From everything that I have read and been told by others it is not always a good idea to fix everything. Cost and profit margin should always be considered when thinking about what should and should not be considered for fixing on a day to day basis.
Now what do you say to the customers that we all experience that "we do not fix that" is not a suitable answer to.
I always try to be nice and explain to people why we will fix one thing and not another. Because of probability of being fixed, cost of parts, or general knowledge of that specific device/model. Even with all of that though i still get the occasional customer that still will not take no for an answer and decide that because you are a nerd and can fix stuff that because you can... you should.
So finally my question. Does anyone have responses that people have found to work the best on these types of customers.

Thanks in advanced guys.

 

[GTP]

Yes Sir, no problem! We can fix your issue! The cost will be $650 plus parts used!
Goodbye!

 

[calldrdave]

"That's outside our scope of service" or "Repair costs would exceed value" which I'll add "I know I'm talking myself out of work, but it is the right and ethical thing to do"

Depending on the situation I might also say "Since this is outside of our scope of service, it's wrong to sell my services as a professional" and I can continue "If I do so, my insurance won't cover it"

Push further and I'll say "I'm sorry this isn't a really good fit and I'm sorry I couldn't be of assistance. Thanks for calling/stopping by/emailing"

 

[glennd]

Yes Sir, no problem! We can fix your issue! The cost will be $650 plus parts used!
Goodbye!

That's pretty much it. We can fix most things, the question is how much are you prepared to pay for it. If profit margin is an issue then you're not charging enough. If it's the cost to the customer then that's the customer's decision. If it's a knowledge issue then it's time you learned (assuming it's in your general line of work).

So I usually leave the decision with customer, I just make sure they have all the information they need to make an informed decision. Specifically, how long it will take and how much it will cost.

 

[sapphirescales]

I'll fix anything computer related. You want me to fix that $35 Walmart printer? Sure, I'll do that. For $200. And if you're willing to pay me $200 to fix a $35 printer, then that's your choice. I'm going to recommend against it, but in the end it's your decision.

We have plenty of people have us fix things that aren't worth fixing. Just had a guy fix up an old Alienware laptop with a Core 2 Duo processor. Sunk $700 into the thing with a new screen, new SSD, fixing the power jack, and paying to upgrade to Windows 10 from Vista. The thing is a boat anchor and can't run games anymore, but he really loved the thing.

As for things we don't fix, I got a call last month about a guy looking for a part for his dishwasher. Needless to say, I was completely clueless when it comes to dishwashers and told him so. He couldn't get it through his thick scull why a computer repair place wouldn't know anything about dishwashers. "You do fix things for a living, right?" Yes, but there's a BIG difference between a computer and a freaking dishwasher man!

I also recently had someone call about fixing the remote to his remote controlled electric racing car thingy. He needed something inside the remote soldered. I told him $100 and he balked. I still have no idea what he really wanted me to fix as I never saw it, but it sounded like a nightmare. I'm glad he didn't take me up on my $100 offer.

 

[GTP]

So I usually leave the decision with customer, I just make sure they have all the information they need to make an informed decision. Specifically, how long it will take and how much it will cost.

Yes Sir, no problem! We can fix your issue! The cost will be $650 plus parts used!
Goodbye!

Instead of just dismissing them with a blasé attitude, maybe what I should have said/included is that if I personally can't fix it, I could "outsource" to someone else that can.
I still make money and maybe get more work from that (happy) client in the future?

 

[glennd]

Instead of just dismissing them with a blasé attitude, maybe what I should have said

Too late now! You won't be seeing that customer again!

 

[GTP]

Too late now! You won't be seeing that customer again!

Well after trying to charge him $650 for a repair I'm not surprised!
probably lost all his friends and relatives as well!

 

[4ycr]

team up with someone who will fix the things you don't, see if you can get a referral fee from them and pass them the work. Don't lie about it but say I have a business partner that does this and either take it in and pass it on or give them the partners details. If you help them find someone else for that job they will remember you better and are more likely to come back when it is something you do fix.

 

[Altster]

Quite frankly if I come across something I cannot fix, I will tell them so. It is not a big deal to me if they wish to try someone else to do their repair. Unfortunately for our customers, I don't know of any completing shops in our area and this is just fine with me. We will always try to keep our customers happy, but there are times when that won't do.

Life goes on.

 

[Markverhyden]

There is a difference between can't and won't fix something.

Can't informs them that you do not have the tools, expertise, etc. Won't implies you don't want or care to deal with something that you otherwise could do.

I never use won't, always can't. Can't repair that printer because the parts cannot be had at any price, etc And when approached with a off the wall repair I just price it appropriately, with a good profit margin. Everybody has their reasons for agreeing to a repair that someone else might think uneconomical. And I'm not going to question them on their decision.

 

[TurricanII]

I have a short list of other companies that will do stuff we won't. And as I pass the info on to the customer I let them know whether I can personally vouch for them or not. And if it happens often then time to talk commission with the other company! Everything is fixable, even if you won't do it, so helping the would-be-client out will give a positive impression to them.

 

[Altster]

And as to take this a bit further - we don't generally work on inkjet printers because they are so cheap to begin with. Once we explain to a customer that the cost of the repair will by far exceed the value of the printer then most people will decide NOT to have it repaired and may even replace it with one of our used color laser printers.

 

[Philippe]

My favorite reply here is : This is economically un-fixable. Works most of the time ;-)

 

[MichaelEC]

"Thank you for asking, but I don't work on Apple products."

Their response is usually, "No one does...!" Sometimes followed by a four letter word.

I always remind them that Apple does. But they really don't want to hear that.

 

[GTP]

Everybody has their reasons for agreeing to a repair that someone else might think uneconomical. And I'm not going to question them on their decision.

My mechanic rolls his eyes at me everytime I drive my 1997 Commodore into the shop for a service!
He has told me (just about every service in the last 10 years) the car is not worth repairing!
Parts are still available, the car has never let me down, its done almost 430,000KM, doesn't burn or leak oil and runs real nice.
I've kept it because my dear late wife loved the car and well, you know!
It should, nee must be my decision whether to stop repairing/servicing it.

 

[BHit]

Thank you for the responses guys.
I will admit I have been the one on many occasions to think "Why the hell would you even want to repair that?!" and just told them we wont repair that.
Gave me a lot to think about in terms of looking to outreach with some companies in the area and share the love.
I guess being a tech geek and always wanting the next best thing to try out and push to the limits I don't necessarily think about the sentimental values that customer may feel towards different pieces of tech when we see it as garbage. Definitely giving me a lot to think about while dealing with day to day customers.

 

[calldrdave]

T
I guess being a tech geek and always wanting the next best thing to try out and push to the limits I don't necessarily think about the sentimental values that customer may feel towards different pieces of tech when we see it as garbage.

I'll add one more to the mix of phrases I use that this reminded me of. People don't want to think they are being wasteful and do attach some sentimental value to things. Sometimes I'll flat out ask about the sentimental value. That gets them talking about stuff and helps move them forward. I'll then say something like

"Wow, that is a great story. You took great care of that machine for it to last that long. I totally get you want to keep it going. I too feel like we have a throw-away society. I still miss my rotary phone because it made me think before I dialed! What might help is you can always keep this old one around as a reminder, and we can still get you a new device. I don't see many devices of that age in for repair and I respect that fact you don't want to rush out and buy a new one!"

Sometimes they just need permission to replace it after being acknowledged about their feelings

 

[jfm]

Having good references to propose to clients will get you alot in business !

I get calls for phones and printers repairs, I always take the time to refer them to selected companies (now friends).
Clients are often very impressed that you take the time to help them and will come back to you.
And those you refer to will also benefit alot from it and can become great allies !

 

[frase]

I had someone ring me this morning after 3.5 Floppy disks. Wanted to say jump in a Delorean and go back to 1985, but advised them to try Ebay.