Entering customer homes

I like making my customers experience with VIP Recycling as pleasant as possible. By this, I mean that unlike most other guys, I will go into the customers home, have them show me what is being hauled away (we always talk about it ahead of time, for when I give the quote, but I like to ensure I take the right stuff). Then I haul it out of the house and on the truck and trailer it goes.

Well, I am starting to wonder if I even want to bother with doing that anymore. I don't care about going in, but a lot of times, customer homes are awkward in how they were built, and doesn't always make for taking things out easily.

I know there is several junk removal companies around here, that wont even enter a customers home, for this reason, and also because of liability issues (if something comes up miss, damages, etc).

For instance, 2 days ago, I had a route pickup for a couch, chair, and foot rest. What should have been a very easy and painless 15 or so minute job, took nearly an hour and a half to do!

The couch was in a family room, and had to come up and around a small flight of stairs, around a banister, and then through a door frame and door that connected the hallway to the living room area.

I ended up having to take the door off its hinges, because it was almost 2 inches in my way, and without it off, that couch was NOT coming out.

My prices are lower than most other big companies around here, but when I price a job, I price it based on what I am taking away, how much time it will take, and labor and dump costs.

Most times, furniture pickups are 1 or 2 pieces and should take no more than 15 to 20 minutes depending on where located.

I price them low, because I know if I have minimal cost and multiple pickups, it is decent money.

However, when one 10 to 15 minute job is taking almost 2 hours to complete, that is 5 or 6 more jobs I could have done in that time frame.

I have been thinking about this for a while now, but I also dont want to start loosing residential clients by telling them that depending on the item, it will need to be outside for collection.

George, I have never lost a pickup due to that. Usually, I tell people over the phone that I don't go into houses cause I'm not bonded. There was one I considered cause I was already at the house. It was a washer & dryer in a laundry room. She had nice wood floors that get very easily scuffed. I told her I'd be glad to pick them up from the porch. She called the next day for me to swing by when I was in the area. Her son had gotten them out. Then, while I was there picking them up, she asked if I be interested in getting a bunch of stuff from her mother's place next door.

Inspect the work first then give an estimate. Will save you alot of trouble.

Originally Posted by jghilino

Inspect the work first then give an estimate. Will save you alot of trouble.

With gas prices, and what I charge, it is not feasible to drive anywhere to give on the spot estimates.

Plus, when it comes to furniture, there is no need for that anyway.

Now if it was a LOT of stuff, then maybe, unless they can provide me with some pictures.

Originally Posted by Mick

George, I have never lost a pickup due to that. Usually, I tell people over the phone that I don't go into houses cause I'm not bonded. There was one I considered cause I was already at the house. It was a washer & dryer in a laundry room. She had nice wood floors that get very easily scuffed. I told her I'd be glad to pick them up from the porch. She called the next day for me to swing by when I was in the area. Her son had gotten them out. Then, while I was there picking them up, she asked if I be interested in getting a bunch of stuff from her mother's place next door.

Yeah, yesterday, I was apologizing to the lady for it taking so long. Told her, that I wanted to ensure that I caused no damage to anywhere, because I would dislike to have to call my insurance over something that can easily be avoided.

I wonder how bigger companies handle things like this...hmmmm

Originally Posted by waredu

I think you answered your own question earlier.

I wasn't thinking. I am in the process of switching hard drives over on my main desktop at my house.

Originally Posted by scrapGAME

i rarely do .... last time i did i broke the knob that turns off the water for the washer ....

Only time I ever caused damage, was when the home owner helped me, and I had no choice in the matter. He told me his fridge had to come out of a walk out basement. Will unfortunately, something was wrong with the door and we couldn't open it.

I told him that there was no way I could lift it up all those stairs by myself with my dolly. I didnt take any help since it was supposed to be a walk out.

He said he would help...I told him that because of the staircase having a sharp hair pin turn at the top, I didn't think I could get it out that way without breaking a hole into the wall.

He said, "I will fix it, I just want this out"

Well, we get up to the landing, and I give him clear instructions on what to do and when to do it, to avoid damaging his wall. Of course, he got impatient and pushed when he shouldn't had, and the thing slipped and the bottom corner went right into the wall.

This was over almost 2 years ago though.

Originally Posted by Russell

Experience pays. After being a mover for 18 years; I know every trick in the book. Every time you enter a residence you are in a new ring. It's remembering past screw ups so you don't repeat them. Being aware of your surroundings helps prior to removing everything.

Look at every angle, light fixture, stairway when you are doing a walk through. You'll also notice any prior damage.

With this ladies house, the living room only had 2 ways in and out. I measured both and the only way it would go out, was through the door way. I am just glad I only had to take the door off. She was like "cant you pull it out and curve it a little"....I was like "Unfortunately, no ma'am, you have close walls on both sides, so that will not work"

I took the door off carefully and put it back on, but getting it off was a pita. First one of the last screws wouldn't come un done. Then the hinges was painted tight to the door frame. I had to be extra careful so I wouldn't chip any paint anywhere.

She did give me a tip though, but the whole job was more of a headache then it should have been.

Why didn't you just pull the pins on the hinges instead of unscrewing the hinge...much easier.

You also need to make your estimates idiot proof by thinking of each scenario that could happen once you get there and discover things that they conveniently left out, and then put a price to it.
Stairs= $ per Stair
Door removal= $ per door
No one there to gain entry= $
They don't help= Free
They Help= Double $$

I'm sure you have a list of Inclusions or what they are getting in exchange for what they are paying for, every proposal should have a list on Exclusions and what the charges would be if they needed to be included.

Originally Posted by KzScrapper

Why didn't you just pull the pins on the hinges instead of unscrewing the hinge...much easier.

You also need to make your estimates idiot proof by thinking of each scenario that could happen once you get there and discover things that they conveniently left out, and then put a price to it.
Stairs= $ per Stair
Door removal= $ per door
No one there to gain entry= $
They don't help= Free
They Help= Double $$

I'm sure you have a list of Inclusions or what they are getting in exchange for what they are paying for, every proposal should have a list on Exclusions and what the charges would be if they needed to be included.

To be honest with you, just didnt think of it really.

Also, my prices include everything as a whole.

Originally Posted by IdahoScrapper

I'm getting a headache just reading this thread. I very rarely go into a customers home. All items have to be outside, or in garage.

Couldn't have been anything compared to mine the other day..lol

I dont like going into customer homes at all, regardless of what I am getting, but the way I look at is this.

They might be elderly and cant do it themselves or have anyone who can help them.

Cant afford to hire someone else to remove it and then me come and pick up.

If they get someone to remove it to outside, then they may just offer to haul it away for a little more money and they take it, etc.

However, I am very much considering requiring that all items be on the outside, unless it is of course like foreclosures, or a lot of stuff. Still trying to think of how to work it all out. This way, I can put it on my website, and it is there for all to see.

I suggest buying and selling ewaste (just kidding George).......I did do alot of trash removal when I started in this biz but I have not hauled off an old couch in so long I can't remember........At this point since I found this site and hooked up with this ewaste thing it probably would not be really worth it

Wow, if I didn't go into customer homes in my JR business I'd be out of business. Incidents are rare, but that is what insurance is for.

I AM updating our forms to include a paragraph stating something like: "Due to close quarters and the heavy weight of certain items, Burly Guys cannot be responsible for scuffs to walls, doors, or floors.". Make them initial that part before they sign the agreement granting us permission to come on or in to the property, agreeing to the price, and stating that they have the right to dispose of the items, etc.

I generally have no issue going into a persons house to remove items as long as you are professional and respectfull of their things there is not much to worry about. Why wouldn't you go the extra steps to help your customer out wouldn't full pickup service be a positive to your buisiness? You can make a little more on pickup and you get the jobs that an unprofessional person would not "meth heads and the like". By not taking these jobs aren't you making your customer base smaller eldery, disabled, sick, some single women all of these clients wouldn't be able to use your services and would mean someone else is getting the job just my .02