Customer satisfaction

I always put the customer first. My aim is always to leave to customer happy with the work I have done for them, so compare and constrast two customers I had the other week.

Customer 1: He had a problem with wireless networking. The signal from the router varied between rooms which was probably due to the thickness of the walls and all that metal in the kitchen. He needed to move his office from inside the house to an outside building so I advised him to relocate the router to the living room and use powerline ethernet for a guarenteed connection. I had the equipment with me and was able to get a good connection through that method. I charged my normal call out fee (£45) and £40 for the equipment, but the gentleman gave me another £15 because he said it was worth it for what I had done. Good result.

Customer 2: She phoned and from what she said I deduced that her screen had failed. She wanted me to make sure but even a reduced call out fee at £30 would have been a bit much considering I was sure it was just a failed screen so I asked her to drop off the screen and I would check if for free. A few days later she phoned again, saying she could not disconnect the screen. I was going shopping the next day, so I said I would drop in and check the screen for free. When I got there, it was as I suspected, a failed screen. I did not have one she could have so I directed her to a local shop which would have a suitable replacement but she had borrowed a screen and would I install it. I did install it but the power and video cable from the old screen were not suitable so I supplied those items. I decided that I had done some work so I ought to charge and decided to charge the original £30 call out and include the cables in the price. After I left there was a problem with google chrome but I was able to resolve that over the phone. I then get a call later that day saying she was not happy with me charging £30 as the cables were less that ten pounds new. I explained that I had done some work and that I was including the cables in the work. She said she would not need those cables when she got a new screen as it would come with cables, but she clearing she needed cables now to work with the borrowed screen. I dont like unhappy customers so I thought about this and rang her back saying I would be ripping up her cheque and could she just return the cables when she got a new screen. She is probably still unhappy and I wont get the cables back but frankly some people will never be happy even with my above and beyond service.