by cledry » 12 Dec 2015 12:15
Nice story.
I must say I have far more happy customers than those who are upset.
This past week I had a guy call to schedule a rekey for the following day Wednesday; he closed on Tuesday, was moving in on Friday. No problem, send our residential techs over to do the rekey. About 30 minutes in and the phone rings, we got problems, he wants it all keyed alike and he has two keyways. No problem, which hardware is best and we'll match it with new hardware. 5 minutes later, another call and they are all confused so I drive over. The customer's handyman says the boss wants all new hardware on the exterior 16 doors, he wants Baldwin preferably. The kicker is that it needs to be installed by 5PM on Thursday!
Anyway I call my standby supplier for Baldwin, Boyle & Chase and even they don't have enough to complete the order. So I try to make up the extras at other suppliers Jeske as well as a local lumber company; still can't make it happen. So I drive back over and tell the handyman and show him Schlage that looks similar but obviously the handles aren't as nice. He says just get that and they will replace with Baldwin after Christmas. Back to the shop, track down the Schlage in Wisconsin and Mississippi, OK, get it overnighted for AM delivery. Had to settle for KD. Arrived next day, Thursday at 10:30, had one tech already on site to remove the old hardware. I rekeyed them KAA and drove them out. I had the two residential guys installing them, and I went back and cut in all the strikes and did the fine tuning. We had to work around the guys pressure washing, the painters, the floor refinishers, the alarm guy, the audio installers, the cleaners, the company installing the Christmas trea and decorations, and his handyman and maids but we got it done. Job completed by 4:10PM on the deadline day. Cost the customer $600 shipping but he was a happy camper.
Jim
