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Dealing with an upset customer

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I use two different approaches and they are not an issue I have to deal with. The saleman either designates a job to be done at a fixed rate or an hourly rate. If a job is on a fixed cost per job and it runs over the time normally allowed to do a job, the saleman has to negotiate with the customer any increases or it comes out of his budget accounts. With an hourly rate application, I stay until the customer is happy and the job is done or they decide to end the call before the job is done, it's up to the customer. Our rates are spelled out as a site charge and one hour minimum and additional hours at a fixed rate. Any parts used are at cost plus a fixed percentage markup that may vary depending on the rarity of said parts or need for increased charges to impliment a kit of replacement parts and not just one individual part.