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Cant believe what there local staff have charged  2 customers first one 45.00 to sew in 2 back linnings and friday £85.00 to put  a second hand back on a basic watch UNREAL he said to customer he has to pull the stops out to fit it in as hes busy!!!! he did 650 all week just amazed this goes on I know she was daft enough to pay it but bloody hell theres a  price and theres a price

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Cant believe what there local staff have charged  2 customers first one 45.00 to sew in 2 back linnings and friday £85.00 to put  a second hand back on a basic watch UNREAL he said to customer he has to pull the stops out to fit it in as hes busy!!!! he did 650 all week just amazed this goes on I know she was daft enough to pay it but bloody hell theres a  price and theres a price

Profit is good, one person I know has what he calls "SPL" Saturday price list, charges as much over his 'Normal' price as he can because Saturday's are busier - one man shop and everyone needs to make profit so why not in his words,.?

I don't like this approach, as if say I charge £20 for a sewing job today and then the customer comes back next Saturday and i charge a different price what does that make me look? I know the prices of the local Simpson's and the prices are all over the place, the kiosk's they operate have one price and in the supermarkets another and the shops all over the place? Customers are 'comparing them to Mr Minit - which I feel as time goes on will pull them down to zero.. big problems ahead only, now they take money Next Year???

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Profit is good, one person I know has what he calls "SPL" Saturday price list, charges as much over his 'Normal' price as he can because Saturday's are busier - one man shop and everyone needs to make profit so why not in his words,.?

I don't like this approach, as if say I charge £20 for a sewing job today and then the customer comes back next Saturday and i charge a different price what does that make me look? I know the prices of the local Simpson's and the prices are all over the place, the kiosk's they operate have one price and in the supermarkets another and the shops all over the place? Customers are 'comparing them to Mr Minit - which I feel as time goes on will pull them down to zero.. big problems ahead only, now they take money Next Year???

 

 

Next year they will keep taking money too. It's called good customer service, people will pay the price if they want it NOW.

Nothing wrong with that, the only excuse for slagging it off, is that we don't do it, thinking this is not on.

The true is that we probably don't have the guts to do it.

 

Look at the Amazon, different price every two hours, hot items can go up few quid within minutes.

 

We are all in it for money, lack of huge balls = low prices, fantastic customer support, customers who take the piss out of you, low revenue, not happy chap complaining on the forums

 

And yes, sometimes it's me too

 

 

Peter

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I've said it before and I'll say it again

 

The cost/price of the job/item is worth as much as the client is prepared to pay!

 

If the punter is coming to you as a last resort, then that fact alone suggests a high amount can be charged.

 

Coming to you as a last resort is the problem, they have been everywhere else first, someone else gets all the cream and you get all the rubbish/hard/dirty/time-consuming jobs.

Charge as much as you like, doubt if customer will return again.

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Coming to you as a last resort is the problem, they have been everywhere else first, someone else gets all the cream and you get all the rubbish/hard/dirty/time-consuming jobs.

Charge as much as you like, doubt if customer will return again.

 

 

Who cares if the customer comes back again, we are not tesco. Charge the max you can every time, you might be dead tomorrow or bancrupt if you worry about customers coming back.

 

On average people

- cut keys every 5 years

- repair shoes every 3 years

- get passport photo done every 3 years (includes passport, driving licence, blue badge, bus pass)

- replace watch battery every 6 years

 

Which means if we are lucky, repeat customers come back to us 1.7 times a year

 

This is for the group age 40+

 

If Mr T would worry about if they come back or not they wouldn't have over 1300 stores.

 

If someone comes to you as a last resort, you should know by now, they would not come to you anyway.

It is usually these customers being pain in the a**e anyway.

 

I just wish that all of us, took care about us, not if the customer is going to come back in few months. Maybe not, who cares.

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Coming to you as a last resort is the problem

You seem to have a very negative attitude!

How is it the problem?

How is someone else "getting all the cream" if they can't provide the service?

 

We gain and retain many new customers by providing the service they are seeking.

 

These jobs or services are not usually rubbish, hard, dirty or time-consuming.

It could be a key blank that another business does not stock and can't be bothered to order in.

It could be a footwear repair that they were told could not be done, but it is something we do on a daily basis.

 

We take a positive approach, If we have the facility to do the job, we do it and take the cream, The customer is satisfied and with their word of mouth we hope to gain others.

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Who cares if the customer comes back again, we are not tesco. Charge the max you can every time, you might be dead tomorrow or bancrupt if you worry about customers coming back.

 

On average people

- cut keys every 5 years

- repair shoes every 3 years

- get passport photo done every 3 years (includes passport, driving licence, blue badge, bus pass)

- replace watch battery every 6 years

 

Which means if we are lucky, repeat customers come back to us 1.7 times a year

 

This is for the group age 40+

 

If Mr T would worry about if they come back or not they wouldn't have over 1300 stores.

 

If someone comes to you as a last resort, you should know by now, they would not come to you anyway.

It is usually these customers being pain in the a**e anyway.

 

I just wish that all of us, took care about us, not if the customer is going to come back in few months. Maybe not, who cares.

 

Bonkers numbers, cut keys every 5 years ? where did that come from ?. Also passports are renewable every 10 years so i dispute that number as well unless you are in the over 65's bracket.

 

What about Trade customers ? don't think timmo's do trade accounts (or do they).

 

Would be a very intersting poll to see how many members of the forum offer Trade accounts.

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Who cares if the customer comes back again, we are not Tesco. Charge the max you can every time, you might be dead tomorrow or bankrupt if you worry about customers coming back.

 

It is usually these customers being pain in the a**e anyway.

Another negative view to how a successful business should be run...

 

Why do you think Timpson, Tesco and other large nationals etc. have achieved so many stores? It certainly isn't down to a non-repeat customer.

 

Without customer care and service, bankruptcy will definitely follow.

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Who cares if the customer comes back again, we are not tesco. Charge the max you can every time, you might be dead tomorrow or bancrupt if you worry about customers coming back.

 

On average people

- cut keys every 5 years

- repair shoes every 3 years

- get passport photo done every 3 years (includes passport, driving licence, blue badge, bus pass)

- replace watch battery every 6 years

 

Which means if we are lucky, repeat customers come back to us 1.7 times a year

 

This is for the group age 40+

 

If Mr T would worry about if they come back or not they wouldn't have over 1300 stores.

 

If someone comes to you as a last resort, you should know by now, they would not come to you anyway.

It is usually these customers being pain in the a**e anyway.

 

I just wish that all of us, took care about us, not if the customer is going to come back in few months. Maybe not, who cares.

 

"who cares"  I DO, I prefer my customers to come to me as a first resort, not a last. I prefer my customers to return on a regular basis.

I care about my customers, I care about my job, I care about my trade. I care.

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Bonkers numbers, cut keys every 5 years ? where did that come from ?. Also passports are renewable every 10 years so i dispute that number as well unless you are in the over 65's bracket.

 

What about Trade customers ? don't think timmo's do trade accounts (or do they).

 

Would be a very intersting poll to see how many members of the forum offer Trade accounts.

 

 

It depends what do you class as trade customers.

Our local housing association, uses Mr T to cut their keys, as they are across the road from their offices.

I'm the only one locally, who is willing to open trade account for schools, and give them 30 days to pay.

There are letting agents, and who else. I don't thing cutting keys to the trade is a big market, I might be wrong, I wish I'm wrong as I'm willing to cut keys over 3 shifts :-)

 

 

About the above numbers, I have had few polls on my facebook page over the years, that is where the numbers come from. Each comes from minimum of 1000 local people who voted, the winner got a canvas print from me.

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It depends what you class as trade customers.

Our local housing association, uses Mr T to cut their keys, as they are across the road from their offices.

Trade Credit Accounts:

 

This would be for a business, club, school or college etc. that require a regular service

Trade credit is the credit extended by one trader to another for the purchase of goods and services.

Trade credit facilitates the purchase of supplies without immediate payment.

Trade credit is commonly used by business organisations as a source of short-term financing.

It is granted to those customers who have reasonable amount of financial standing and goodwill.

 

Example:

The operator of an ice cream stand may sign a franchising agreement, under which the distributor agrees to provide ice cream stock under the terms "Net 60" with a ten percent discount on payment within 30 days, and a 20% discount on payment within 10 days. This means that the operator has 60 days to pay the invoice in full. If sales are good within the first week, the operator may be able to send payment for all or part of the invoice, and make an extra 20% on the ice cream sold. However, if sales are slow, leading to a month of low cash flow, then the operator may decide to pay within 30 days, obtaining a 10% discount, or use the money another 30 days and pay the full invoice amount within 60 days.

 

A Trade Credit Account doesn't have to include any discounts, but most are 30 days Net

 

Regarding your local housing association,

Why don't you check out what terms they are being offered by Timpson, Ask how satisfied they are with the service, Can they supply all keys required and do they fit and turn the lock first time.

Any negative answers gives you a foot in the door so to speak, You can then discuss your terms.

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Trade customers will be regular customers who will be expecting a discount to keep coming back.

You've already said that you don't care if anyone comes back as long as you got as much money out of them as possible.

 

Which do you want??

 

Timpson do have trade accounts graham. Both national ones and branches may run their own local ones.

The local ones are not normally "proper accounts" more like agreements between the company wanting the services and the branch that don't mind a little paperwork and waiting for payment.

 

In fact there are a lot more accounts in branches than head office know about because they are a great way of cheating the bonus system.

 

I think those yearly figures stated could only be true if people only had one of each item.

Not many watch batteries last 6 years so they are either going 3 or 4 years without a working watch or they are wearing other watches which would have needed another battery in that time.

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I should have said account rather than trade customers.

 

We are currently owed just over £13,000 on account at the moment by our trade customers which includes NHS, Schools, Housing Associations, Phillips 66, ABP, and a lot of other businesses on the humber bank and surrounding areas.

 

The ammount owed floats between £8000 and 15,000 a month although it did peak at £42,000 once.

 

It is a big part of our business and although there are no contracts in place with any companies (with the exception of one) the service we provide always keeps them coming back.

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Who cares if the customer comes back again, we are not tesco. Charge the max you can every time, you might be dead tomorrow or bancrupt if you worry about customers coming back.

 

On average people

- cut keys every 5 years

- repair shoes every 3 years

- get passport photo done every 3 years (includes passport, driving licence, blue badge, bus pass)

- replace watch battery every 6 years

 

Which means if we are lucky, repeat customers come back to us 1.7 times a year

 

This is for the group age 40+

 

If Mr T would worry about if they come back or not they wouldn't have over 1300 stores.

 

If someone comes to you as a last resort, you should know by now, they would not come to you anyway.

It is usually these customers being pain in the a**e anyway.

 

I just wish that all of us, took care about us, not if the customer is going to come back in few months. Maybe not, who cares.

Wow!

Never done any surveys myself, I do know I see the same customers again and again. Might be keys, watch repairs or shoes. Also customer recommendations are a big part of my "advertising". I strongly believe in aggressive pricing, but not in variable pricing . never , ever had any luck with trade accounts, but do well from return custom from several large local businesses.

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Trade customers will be regular customers who will be expecting a discount to keep coming back.

You've already said that you don't care if anyone comes back as long as you got as much money out of them as possible.

 

Which do you want??

 

 

 

 

Just to make it clear, THERE IS NO DISCOUNT only because customer is maybe willing to come back.

Purely for two reasons - 1. Our prices are fair and stock of type keys of the shelf is bigger then anywhere else within 15 miles radius

2. Customers who come back constantly, usually have more expectations then odd customer, firstly they want it quick, secondly there is usually extra job attached such as tagging.

 

Most of my little "trade" customers usually come back because is a hassle free experience, not because we are cheap.

 

Couple of weeks ago I had a young guy in a suit coming in with 3 keys, his first question was if he can get a refund if the copies don't work.

Sure he can, I said.

 

While I was cutting the keys, he was chatting to my assistant telling her that, he has been to other place and they tried those keys 4 times and they never worked.

I must admit, I started having doubts if my keys will work,  my confidence was at the lowest ever at that moment. Bloody LOB keys I thought, will they work.

 

The guy never came back. Week later I was walking down the street, someone said "hello, keys were spot on" that was the young lad in a suit, then walked in to our local estate agents and sat behind the desk.

 

For next 400 yards people probably thought, I'm on some sort of medication, as I had biggest, unstoppable grin on my face.

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Just to make it clear, THERE IS NO DISCOUNT only because customer is maybe willing to come back.

Purely for two reasons - 1. Our prices are fair and stock of type keys of the shelf is bigger then anywhere else within 15 miles radius

2. Customers who come back constantly, usually have more expectations then odd customer, firstly they want it quick, secondly there is usually extra job attached such as tagging.

 

Most of my little "trade" customers usually come back because is a hassle free experience, not because we are cheap.

 

Couple of weeks ago I had a young guy in a suit coming in with 3 keys, his first question was if he can get a refund if the copies don't work.

Sure he can, I said.

 

While I was cutting the keys, he was chatting to my assistant telling her that, he has been to other place and they tried those keys 4 times and they never worked.

I must admit, I started having doubts if my keys will work,  my confidence was at the lowest ever at that moment. Bloody LOB keys I thought, will they work.

 

The guy never came back. Week later I was walking down the street, someone said "hello, keys were spot on" that was the young lad in a suit, then walked in to our local estate agents and sat behind the desk.

 

For next 400 yards people probably thought, I'm on some sort of medication, as I had biggest, unstoppable grin on my face.

 

But you don't care if he comes back or not. Very strange!!

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they tried those keys 4 times and they never worked.

 

that was the young lad in a suit, then walked in to our local estate agents and sat behind the desk.

 

This is where you need to secure them as a long-term client and service ALL their key duplication needs.

 

The bigger picture would be getting the other Estate Agents on board aswell, and then grab that Housing Association account from Timpson.

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But you don't care if he comes back or not. Very strange!!

 

 

What I meant is that I would not hesitate to charge more if it's a fast, or awkward job, and this would take priority over doing a favour hoping that the customer will come back.

 

Everyone gets special treatment, as long as they pay. I'm no longer willing to spend more time or do any extra work if the customer is not willing to pay for it, because they will take advantage of you.

 

Fair is fair, as long as it's fair to me. No one cares about us, so we have to.

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