Apr 27, 2026 · 44 min · 17 segments
Sean Matthews joins Robin at the Fix Radio studios to talk about managing customer expectations and the nightmare of dealing with customers when you try to be accomodating and they take the mick in…
Um, usually it's, it would be to make sure you're, you're actually, you're, you're, you're on your way.
Which I always pre-tell them, obviously, 'cause we don't want any of these turning up and, uh, there's nobody there or somebody running around in, uh, in their dressing gowns and stuff.
So yeah, uh, often the first call could be to, to tell a customer we're on our way, or they're just checking you are coming.
But I usually do that, uh, days in advance and remind them the night before or the afternoon before to say, "We are actually on our way."
Yeah, because I think that, um, we all need that reassurance, don't we? Um, A, if, that we've still got the job to go to the next day.
You know, "By the way, do you remember we're coming tomorrow?" Or they, or they're onto you saying, "Are you still coming tomorrow?"
The second call, well, as the day goes on, it'd be... sh- could be, um, suppliers, people I've arranged stuff with, you know, making sure or telling me deliveries are not coming or they're late or gonna be delayed, so they kind of pre-warm you.
Or it could be the other tradesman just saying, "Don't forget I'm with you today." Or, um, "I'm gonna be over at such and such, and I'm running late." So you're kinda micromanaging your life second by second-
Um, usually it's, it would be to make sure you're, you're actually, you're, you're, you're on your way.
Which I always pre-tell them, obviously, 'cause we don't want any of these turning up and, uh, there's nobody there or somebody running around in, uh, in their dressing gowns and stuff.
So yeah, uh, often the first call could be to, to tell a customer we're on our way, or they're just checking you are coming.
But I usually do that, uh, days in advance and remind them the night before or the afternoon before to say, "We are actually on our way."
Yeah, because I think that, um, we all need that reassurance, don't we? Um, A, if, that we've still got the job to go to the next day.
You know, "By the way, do you remember we're coming tomorrow?" Or they, or they're onto you saying, "Are you still coming tomorrow?"
The second call, well, as the day goes on, it'd be... sh- could be, um, suppliers, people I've arranged stuff with, you know, making sure or telling me deliveries are not coming or they're late or gonna be delayed, so they kind of pre-warm you.
Or it could be the other tradesman just saying, "Don't forget I'm with you today." Or, um, "I'm gonna be over at such and such, and I'm running late." So you're kinda micromanaging your life second by second-
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