Balls brought in

[Cstanford03]

How does everyone treat the customers that bring in balls they’ve bought off the internet? Seems to be a popular game trend lately. A guy brought a ball in Friday which it wasn’t his first ball he’s brought in to me to drill. I told him I’ll drill it when I get a chance because I’m bowling in th same league he does and he brought me the ball in st 630ish and we start practicing at 7 (which I never get to do because of the shop stuff going on). I get a call from him on Saturday asking about how much it was going to be to drill it, so I told him he said that’s fine and wanted to pay me over the phone. I told him I’m not working in the shop today because the Youth league took off a week and I didn’t see any sense being there. He asked when I was going to drill it I told him I’ll do it Tuesday because the alley is closed Sundays and Mondays. Then he got irritated and told me to hold off on the drilling and he’d come pick it up and have someone else do it. I’m still not sure why he was so upset.

[Phonetek]

I went through something similar with a PSO out here who I will never have touch anything of mine. I didn't get a ball from the internet (yet) and he acted like I kicked him in the crotch just for inquiring. Then he game me a ridiculous price to drill it, $90+inserts. In my opinion it shouldn't matter where the ball came from, the point is he's bringing it to YOU to drill. I don't know how you mark up your balls but I assume drilling is included in the price of a ball when they buy it from you hence a higher price tag than the internet. From they way it sounds you want to charge people more who buy off the internet? You didn't mention prices in your post.

People buy on internet because it's obviously a lower (ball price) and shipping is free in most cases. The internet has a bigger selection than a pro shop, you can't stock everything. Some balls like "Pyramid" are only available online. Plus people can order them from their home. Because of this site I have learned that in most cases even though your getting a ball cheaper online, after drilling it works out to be a wash in the end. So as you can see there is a variety of reasons people prefer the internet.

Again, instead of stressing of where the ball came from he is bringing it to you to do the work on it. If you do a great job on it at a fair price and make him happy then you will gain a repeat customer with possible referrals. Do anything less, never see him again and have him bash you with all his friends. You have to remember the way things work now a days. Provide a good experience the customer will tell a few people, do the opposite they tell the world!

I think the reason the guy is upset is because he feels your giving him the brush off and unimportant because he bought his ball on the internet. Although your reasons are legit, from his point of view he's made two attempts to get his ball done and keeps hearing how it can't be done when he wants. Customers are a pain in the arse and you can't please them all no matter what. With this guy it sounds like he's made up his mind to go elsewhere. My advice is to is when he comes to pick up the ball cut him a even better price, maybe throw in a free towel or cut him a deal on a bag. You may not make anything or it may cost you a couple bucks. Since he's on your league at the house where your shop is I think trying to save him would be paramount. The last thing you want is someone bashing you in your own house and mark my words it WILL. You can bet on it.

[bowl1820]

How does everyone treat the customers that bring in balls they’ve bought off the internet? Seems to be a popular game trend lately.

Not many (if any) PSO's on here anymore, So probably not going to get many (if any) opinions from them.

A guy brought a ball in Friday which it wasn’t his first ball he’s brought in to me to drill. I told him I’ll drill it when I get a chance because I’m bowling in th same league he does and he brought me the ball in st 630ish and we start practicing at 7 (which I never get to do because of the shop stuff going on).

Understandable, It's late league getting ready to start.

I get a call from him on Saturday asking about how much it was going to be to drill it, so I told him he said that’s fine and wanted to pay me over the phone.

I told him I’m not working in the shop today because the Youth league took off a week and I didn’t see any sense being there.

I assume your normally open on Saturday? You blew the day off just because a youth league wasn't there. What you had no customers balls needing plugging and/or cut down and/or drilled (other than his) or the possibility of walk in customers? business must be real slow if you had nothing to get caught up on .

He asked when I was going to drill it I told him I’ll do it Tuesday because the alley is closed Sundays and Mondays. Then he got irritated and told me to hold off on the drilling and he’d come pick it up and have someone else do it. I’m still not sure why he was so upset.

no way to know for sure.

He might have got irritated because he assumed you'd be working the shop the next day (Saturday) and figured that was when you would drill his ball. maybe He may have needed the ball before tuesday.

has this happened before? if so maybe he was tired of it.

Telling a customer that brought a online ball in "I’ll drill it when I get a chance" depending on the relationship you've had with the customer can be a problematic statement. It's like phonetek said he might have felt your giving him the brush off.

Instead of "I’ll drill it when I get a chance", give them a time they either except or not, if they do except it just make sure its ready by then.

[Cstanford03]

Usually we aren’t open on Saturdays unless it’s a appointment. The only time I’m there is helping coach the youth during the morning. I’m usually not that busy at all (very small area) so I don’t get a whole lot of business on Saturdays and Tuesdays if I’m not bowling somewhere but I also have a full time job so my hours very

[Phonetek]

Your hours seem rather erratic. How long have you been there?

[J Anderson]

How does everyone treat the customers that bring in balls they’ve bought off the internet? Seems to be a popular game trend lately. A guy brought a ball in Friday which it wasn’t his first ball he’s brought in to me to drill. I told him I’ll drill it when I get a chance because I’m bowling in th same league he does and he brought me the ball in st 630ish and we start practicing at 7 (which I never get to do because of the shop stuff going on). I get a call from him on Saturday asking about how much it was going to be to drill it, so I told him he said that’s fine and wanted to pay me over the phone. I told him I’m not working in the shop today because the Youth league took off a week and I didn’t see any sense being there. He asked when I was going to drill it I told him I’ll do it Tuesday because the alley is closed Sundays and Mondays. Then he got irritated and told me to hold off on the drilling and he’d come pick it up and have someone else do it. I’m still not sure why he was so upset.

As a self employed contractor, I have learned that clear communication is the key to dealing with customers. Customers are the least happy when things wind up costing more than they expected, or take longer than you said they would. It doesn’t matter if they were the cause of the cost over run, by making a change order, or the cause of the delay by not making a decision in a timely manner, it’s going to be your fault if you did not make it clear that decisions have to be made by a given time or that changes cost money.
It sounds like you knew that you would not have time before league to drill this ball. If you had said up front,”I’m taking a long weekend because of the holiday. I’ll have it done by Tuesday evening”, you should have been okay. It could be that the customer is one of those people who thinks everything should happen at their convenience. He might have said “I need it Monday, that won’t work”. He might even have tried to convince you to drop everything and do it, but at least everything would be out in the open.

[Cstanford03]

Your hours seem rather erratic. How long have you been there?

Since they opened the alley up in September the shop hours are Wednesday-Friday Tuesdays and Saturdays by appointments the alley is closed on Sundays and Mondays

[Cstanford03]

As a self employed contractor, I have learned that clear communication is the key to dealing with customers. Customers are the least happy when things wind up costing more than they expected, or take longer than you said they would. It doesn’t matter if they were the cause of the cost over run, by making a change order, or the cause of the delay by not making a decision in a timely manner, it’s going to be your fault if you did not make it clear that decisions have to be made by a given time or that changes cost money.
It sounds like you knew that you would not have time before league to drill this ball. If you had said up front,”I’m taking a long weekend because of the holiday. I’ll have it done by Tuesday evening”, you should have been okay. It could be that the customer is one of those people who thinks everything should happen at their convenience. He might have said “I need it Monday, that won’t work”. He might even have tried to convince you to drop everything and do it, but at least everything would be out in the open.

From what I understood through his text he’s out of town working this weekend and he will be back Monday or Tuesday.. he’s a new bowler and I think he only bowls in the Friday night league here

[Cstanford03]

And the first ball he brought in to me I had it done the same night. I’ve never disrespected the guy at all and tried to accommodate all his requests

[Phonetek]

The only thing you can do is make a choice, either let him pick up the ball and go on his way. Or do some damage control. I guess it depends on how much a bad review from this customer is going to be a thorn in your side.