CUSTOMERS WATCHING OVER YOUR SHOULDERS

[prag]

What do you do when a customer watches over your shoulder?

I had a car job with a central locking problem. I had a job of this particular customer previously and I knew that he likes to stick around. Knowing that this kind of job can take anything from 10 minutes to a couple of hours, I recommended he go have a cup of coffee or go for a walk. I also asked him if has a cell phone and I can call him when I'm done. He forgot it at home.

Stripped the door and found the problem quite easily. The customer opted for a walk and a pretty short one at that too. Anyway I was given advice and directions on how to do the job. Overtime irratation.

My question is what can be done in this type of situation but also not cheese the customer off. After all we do need the work. I understand in some instances supervision is neccesary eg doing bank jobs or working on a safe with valuables in it.


Some advice would be helpfull.

[Mutzy]

For me, it depends on the job. On lockouts, ask them to check if a window is open, or to check the back door, if it opens out or in, which side the hinges are on etc.
Auto jobs can be more tricky, you'll have to come up with a reason to distract them for a while. Telling them to go around to the other side of the car to watch the inside button and handle for movement. Sending them on a trip to the atm can be possible, although a ballpark $ figure is needed. Then the basic 'this is gonna take a while... May as well go for a walk'.

[raimundo]

price $25
$50 if you worked on it first
$75 if you watch
$100 if you ask questions or give advice.



How about something like that, of course thats from an old sign I saw once, the prices wouldn't be an auto lockout.

[Mutzy]

Good - Cheap - Quick. You can choose any two:

Good service cheap won't be quick.
Good service quick won't be cheap.
Quick service cheap won't be good.

[MacGnG1]

Good - Cheap - Quick. You can choose any two:

Good service cheap won't be quick.
Good service quick won't be cheap.
Quick service cheap won't be good.

oh thats great! never seen that b4!!

[nostromo]

I like Mutzy's answer about giving them something to do. You can TRY to politely ask them to go away but you usually lose in the long run. No matter how nicely you say "don't interact with me" you probably lose any referrals or repeat business they might have.

Trick is to figure out why they are sticking to you and make'em your freind without taking too much time away from the job. It's gonna cost you time no matter what, might as well make it positive if you can.
I'll admit to a few trips back to the truck to get the splinch wrench, change the bulb in the framistan, call back to the shop, whatever, just to get some peace.

I've had'em hover around with blunt screwdrivers, water pump pliers, ladders, what have you - the whole time trying to service lockouts or door work. The most memorable was rekeying door locks for a little old guy who saved phone books, magazines, all kinds of junk - literally stacked to the celing in every room. You had to use these narrow paths to get around in his house. He had fleas hopping all over him. Liked to stand real close with his bent screwdriver, too. Excuse me, I gotta go itch for awhile. . .

Many of the lockout customers are worried about something or other - they are late, they just realized how vulnerable they are, they are worried something might get broken or was lost/stolen, are embarrassed (howdya spell that one?) or mad at themselves, think they may not have enough cash to pay (or don't WANT to pay), may not be able to open the store / pick up the kids in time, whatever.

My favorite line for kibbutzers is "That is a GREAT idea - here, can you hold this (hand them something hard to break or lose and easy to fidget with) so we can do JUST what you suggest in a minute, please? "

[raimundo]

The country doctor delivering a baby at home would send the most excitable person to boil some water, this gives water that has been more or less sterilized, and you can put a towel in it, then you have to wait for it to cool and the towel can be used for cleanup.

[MacGnG1]

ll him to go find a three handed rolling pin

[Mutzy]

Haha, either that or elbow grease and halogen headlight fluid...

[lockpicker69]

treading on toes works if they are to close. i like the one about making them your freind and then giving them a fiddley job to distract themselves.
please keep them coming i am writing these down to take on jobs lol

[prag]

Today, like I mentioned in another thread, we did a job for eldery lady. Just a quick job but the issue was that she wanted to see how it is done. Obviously to see how its done and inso doing saving her self some money for the next time it happens.

So all I did was politely say that I need to work in that particular angle, blocking her view in the process, and before you can say "we we're done", her security door was unlocked.

We explained to her the security risk and have an appiontment to discuss our finding. So I guess she's not so cheezed off at me.

[Engineer]

I had one collegue who had a classic answer for this problem - He had learned to break wind on command at school and used it to remarkable effect to stop shoulder surfers...

Sadly I've never learned that ability - Never even thought of it being a requisite for being a locksmith, but sure would love to see them try to teach THAT on a training course...

On a more serious note, I've had to treat them as little children and "distract" them on occasion. The usual serviceman's standby of asking for the guarantee or manual just doesn't work for a locksmith

So I've become more laid-back about it. After all, how likely is the customer to become a competitor, just because they've seen me drill a lock? However, picking a lock is something else entirely and not something I'd feel comfortable with them observing too closely, nor how my machines operate, nor my software for looking up compatabile keys, etc. I try and time it so that sensitive stuff gets done when they are not looking (thank goodness for neighbours who come over and ask them "Are you alright?". That usually distracts 'em.

I've occasionally resorted to asking them if they can look in through their window and can see their keys on the table or wherever. Funnily enough, they all do - They never think to ask how that will do any good? If they are too quick, send them back and ask if they make sure the cooker isn't on, the gas fire isn't on either, or something like that.

If I'm getting on pretty well with the person, twice I've actually asked them to turn round and look away for a minute. They have generally only been watching because they are fascinated to see how someone can get in through a door that they know is "impossible without the key" sort of thing. So I've got away with that too. They have of course asked afterwards how did I do that, so I've said it's like being a professional magician, we're not allowed to tell exactly how, but it does need a special locksmith tool that is a trade secret. They've been quite happy with that, feeling I'm comming close to breaking my ethics, just by telling them that.

[raimundo]

A little old lady who want to watch, whats the problem, shes lived a long time and now shes paying you to do a job for her, shes not going to become a locksmith or a burglar, she just wants to see something arcane before she dies,

The real problem with the customer watching, is that the problem customers think they can use the arguement that it was too easy and therefore should be less expensive.

Generally, locksmiths should not be so sensitive about this, if a customer tries to do it for himself, hes likely to find it too hard, or he will screw something up good and make it a more expensive job.

[mhole]

If in doubt, I usually opt for the straightforward approach;

'No offense intended, but I'll be able to concentrate much better, and get this done sooner, if I don't have any distractions. I hope you understand'.

I've not had anyone take offense yet.

[khelben]

on door lock callouts ill stand / squat so close to the knob or dadbolt that they cant see much (for me it's mostly about feeling the lock ) and on car lockouts ill let them think (not my job to educate them) its all about the many hazzards in the door and how we have to be real carefull about wires and side impact airbags. that usualy causes them to back off a bit.