Customer Service Question

[strangedream]

Im not a bona fide locksmith but thinking about becoming one.

Anyway I got a question.Suppose you have a customer that needs to get in their home and they don't nessarily have to get in their home immediately.

Would you use the racking or snap gun to gain entry or the pin-by-pin method. I figure if their going to pay you, you might as well take your time on the lock because if you do it fast they might feel bad about paying you that much money. Give them a a little show and establish good rapport so the will call you , instead of the competition, again if they need help.

what do you think?

[hzatorsk]

...Give them a a little show and establish good rapport so the will call you , instead of the competition, again if they need help....

what do you think?

Begin opinion:

Snap it open as quickly as you can. Time is money and you (should) have another call in the queue.

After all, locks that open quickly are likely convertable to better quality lock sales and installation services.

Be professional, polite, fair and quick. don't worry about the cost/time issue. Let them know the cost goes basically towards the service call itself and not the ten seconds at the door.

[master in training]

Personally Id pick it as quickly as possible, lets face it, they're going to be irritated that they've had to call you out and pay you in the first place, without being stuck outside and feeling a bit of an idiot. Besides, the quicker you get it done, the quicker you get onto your next job. Doing it faster looks better anyway, only people who pick would know the difference between raking and pin by pin picking, the quicker it gets picked, the better it looks, unless of course you rake it and cant open it then spend all day messing around

But thats just my opinion, I'm not a locksmith, its up to you really!

~ MiT ~

[strangedream]

Yeah, I see what you guys mean. Thanks for the advice

[wraith]

Get in the house...

I have found that customers don't care if you rake a lock, pick it, wave a magic wand over it, etc., as long as you get it open... However, the quicker you can get in, the better.

What a customer is paying for for an entry is a mix of experience, time, luck, and your help - not a show.

Always be curteous, freindly, and professional.

Trey

[strangedream]

Get in the house...

What a customer is paying for for an entry is a mix of experience, time, luck, and your help - not a show.

Always be curteous, freindly, and professional.

Trey

yup...it totally makes sense what your saying. I suppose they do want experience. cheers

[Raccoon]

I can see where you're coming from, though. Charging a customer in excess of $50 for 10 seconds of work does seem a tad harsh, even from my end of the trade. Thats why I decided against charging by the hour, because I'm afraid a customer would say "Well, that took all of 10 seconds, so here's your 18 cents."

So I have mixed opinions. If I didn't have anyone else waiting for me, I'd make sure I spend at least 3-5 whole minutes on the lock, then lubricate it and see what else I could do for them. If you get another call, pop the lock and carry on. I feel the longer you spend with the customer, more rapport and impression is made. You might even learn they need that bedroom lock fixed.

Another thing I do is keep a block of paraffin wax with me (craft/candle section at walmart, target or your local hobby store). Useful for rubbing along the edge of doors and frames that don't hang very well and become difficult to close. This gets a lot of positive response. Of course, I try to tighten screws whenever possible.

[toomush2drink]

I personally will always try to hand pick and then try the gun even if i know the gun will do it quicker. Some customers feel ripped off if you are too quick and dont like parting with the cash. If i get a quick entry i always ask them if they want me to look at their other locks as this way they feel they are getting their moneys worth and you get possible extra sales and you build a rapport.unless you have another job to get to in a hury it doesnt cost you anything in time and can get you that vital word of mouth recommendation.

[Auto45]

I did a home lockout use my gun,two lock deadbolt and stander knob both cheap Kwikset locks,did it in under 60 seconds charged $75 they where not happy, they said it only took you a minute to open it.

I told them the lockout cost before I went out on this call.

If I would have pick them could have both picked in 5 minutes or less, It was 11pm.

I am just going to pick them from now on, if takes longer than 5 minutes, will use gun. Got grease all over me anyway,when that gun gets warm it leaks out.

I am thinking of putting my gun in a warm oven letting it all leak out, then lightly re-grease it.
auto

[scampdog]

i personally use any method i think would work,i don't worry about how fast i can open the lock.but before entry,i always make the owner sign an indemnity form,to protect myself.and if possible confirm with a neighbour that this person,is he say's he is. this also applies to auto entry.

[Raccoon]

I guess it also depends on your locality. In the US, at least, people don't grasp concepts such as utilitary need and on-call demand. They compare the $75 they spent on an emergency situation with something else they might spend $75 on, such as a rock concert or extravogant dinner.

So putting on a show of entertainment isn't such a bad thing. If they see you kneeling there for a period of time, they get to soak this experience up and have something to talk about around the water cooler the next day at work.

"I called a locksmith last night, and he was there in FIVE minutes! Then he pulls out some GENUINE lock-picks... JUST LIKE IN THE MOVIES!!! He opened the door like a champ! I felt so bad for him crouching down in front of my entrance for at least 10 minutes while he worked his magician-like fingers and manipulated my ultra-secure deadbolt which makes me feel safe at night. It was simply amazing! Said he's been doing this for 10 years-- definitely a pro."

Using a pick gun and spending all-of 60 seconds to pop their lock doesn't give much excitement or atmosphere.

"These locksmiths... they stick a machine in your door and the lock opens without any effort. Then they rape you for $75 and take off! I had half a mind to shove that gun up his ass and slam the door on him. CRIMINALS I tell you!"

*sigh* Un-proud to be an American.

[spQQky]

A friend of mine used to do late night lock out contract work for a guy who owned a Pop-A-Lock franchise. He got a call from a lawyer to open his car door because he locked his keys inside. He told the lawyer on the phone it would be a $40. charge, the lawyer agreed. He gets there and had the door open in less than a minute and got the keys. The lawyer said this is absurd, $40. for a minute of work...that's more than I make, he said and refused to pay. My friend said ok and tossed the keys back in the car and locked the door and told him to get them out himself then. I told my friend he should get the money up front and tell the customer if he can't open the lock then he'll refund the customers money, if he opens the lock, no matter how long or short a time is involved then he keeps the money.

[strangedream]

wow thanks for the advice its all very helpful, thanks