When dealing with unforeseen problems, I will always sway in the customers favor, especially if it's something I did wrong or overlooked. I prefer to sleep at night over getting paid for every minute I spent staring at something trying to figure out what to do next!
One of the worse examples I've ever seen though, is when we (rarely) have to call in the factory tech to diagnose a problem with a CNC lathe or mill. They charge something like $400 an hour, plus travel expenses, which can include air fare, hotel, and meals in extreme cases.
What makes it so bad is they will typically send out the worst of the worst new hire trainee, totally clueless, and obviously so from the minute they get there. After a day of bumbling, nothing accomplished, something unrelated broken, needless parts ordered...
Then a different tech shows up to install the part, still doesn't work, order more parts...
Then finally a real tech shows up, puts the unnecessary part on, fixes the original problem in 10 minutes!
But, we get charged for every minute, every part, no negotiating! They know they are the only game in town, and take full advantage of it!
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Today's Featured Article - Good As New - by Bill Goodwin. In the summer of 1995, my father, Russ Goodwin, and I acquired the 1945 Farmall B that my grandfather used as an overseer on a farm in Waynesboro, Georgia. After my grandfather’s death in 1955, J.P. Rollins, son of the landowner, used the tractor. In the winter 1985, while in his possession the engine block cracked and was unrepairable. He had told my father
... [Read Article]
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