The worst client ever Or how to avoid crazy clients - Moving company blog


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The worst client ever Or how to avoid crazy clients

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The worst client ever

Or how to avoid crazy clients

  We are working in moving houses and apartments in Ireland for more than 5 years, and during these years we had many different clients, picky ones, the ones that don’t care, the ones that always late and not ready for the move, well planed moves, but few weeks ago we had the worst client ever during our long work experience.
So we decided to share this story with you so you could recognize such clients and avoid all possible problems we had.

It was usual working day, we had few deliveries and house removal jobs on the list for that day, we didn’t even expected that our day could turn to hell after one delivery we didn’t expected.
The story goes like this:
  We had been doing deliveries for some furniture shop in Dublin, and it was not the first delivery we did for them, so everything been going quite good as we already set up some working system with them and didn’t need any extra explanations what to do or how to do the job. So the day before we got call from them about L shape sofa delivery to one of the client. So we called the client and agreed with them to deliver sofa at 2 pm next day. The sofa was made in Italy so as you could expect it was packed quite well – two plastic wraps and that packed in big, strong cardboard box. So we felt confident about the safety of the sofa.
  Crazy clientAs it was agreed we showed up at 2 pm sharp at the doors of the client and we got first sign of the crazy client as she said she had so many problems with other deliveries. At that time we didn’t pay close attention to trigger words. After greetings we checked the room where we had to place the sofa and parked our van at the back of the house so we could unload the sofa. After unloading the sofa we took it from the cardboard box leaving sofa full protected with two layer plastic wrap to avoid any marks and scratches while carrying to the room and placing it to the right position.
 After placing the first piece of the sofa the client decided to check if the color is the one she ordered, she brought peace of color sample and started to complain that the color is not right. It was too grey and she ordered slightly lighter grey. We are not designers, but even we could see that the color was right grey, but she didn’t trust us and asked her husband and kids to come and check the color, even after they confirmed the right color she couldn’t believe it. So we spent extra 15 min convincing her that the color is right. That was the second sign that the job will be hard and will take much longer than it was expected.
  After some time we had both pieces of the sofa in the room, and we had just to attach to hooks on the bottom so the sofa would be in one peace, usually it takes not more than 5 minutes, but this time it took more than 40 minutes. This is when all craziness have started, firstly to assemble two pieces we had to take our shoes off and wash our hands, for just pulling to hooks out, (remember that sofa still in two plastic wraps) it’s good that we had white socks on that day as we would had to take black ones off. In order to connect the hooks we had to turn sofa pieces sideways, but we couldn’t do this cause according to our client the floors were dirty, so she cleaned the floor 15 times during our assembly. Even the sofas had plastic wraps, it was not enough for her so she brought bubble wrap for extra security. So at that moment we had two plastic wraps, and three bubble wraps on the flour. You ask why three bubble wrap layers, because the second and first layer might be dirty. 25 minutes passed and we managed to turn one piece of sofa sideways. This have been done by 5 people, because two guys been turning the sofa sideways, one holding cushions so they would fall on the ground, one adjusting the plastic wraps being strictly under the sofa, and one just yelling at us :). After we did the first sofa piece the cushions started to fall down, so we had to take those out, but we had problem because there was no “safe” place to put them, after some arguing we agreed to place cushions for some time on big kitchen table.
  We had to do the same with second piece, and right away we faced other problem, where to put second set of cushions, as the kitchen table was not strong enough to hold 6 cushions instead of 3. After some time we took them to second floor. At the end we managed to connect the hooks and place the sofa at right place in the rooms, leaving it with all plastic wraps, as according to our client it should stay like this, and she wouldn’t let kids to sit on it.
  To sum up all story -  listen carefully to what clients says, try to catch every sentence and word they say, look for trigger words or sentences that could give away the crazy client, don’t ignore details.
  Clients be nicer to delivery guys don’t yell at them if there is no need, try to understand that its hard job, and we also have feelings.


P.S Please share your stories in comments.

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Friday, September 22nd, 2017