I have to echo what others here have said about their communications. The first person on the…read morephone was great, but after that my encounter didn't go so well.
But my main concern is that they sent me an estimate, I signed it, and then the next day "when they were loading up the truck" they realized they forgot to add enough lights to cover the entire estimate. So my price jumped about $200. I was quoted in the $300's now I'm in the $500's!
I get mistakes happen, but this wasn't on me. So I told them "no thanks" in an extremely polite way. (Seriously)
They tried to talk me into reducing my job if I wanted to save some money, but not once were they willing to reduce their labor costs to make up for their mistake. I would have been happy to split the cost, even though this was their error. But they weren't willing to do anything except reduce the entire scope of the job.
Anyway, after reading a lot of the reviews, especially Vince S.'s review here on Yelp, it is obvious to me this isn't the first time this has happened and seems to be a recurring theme.
I really am sad as the first lady I spoke with was really nice. (She said she was the owner's aunt.) But Shelia dropped the ball on mine job and they could have saved me as a customer.
For the owner, if you read this, I want you to do a quick little calculation called LTV. This stands for lifetime value of a customer.
So, this year, you decide to eat the cost - or even split the cost because of your company's error do the job as first agreed. Provide all the lights and labor necessary, etc. So, you don't make as much, but let's be honest, you aren't losing here either. So you gross $400.
Continuing using an LTV, next year, we decide to switch to colored lights. So now you make over $600 gross, probably more as their won't be a new customer discount or the late in season discount. The following year we make no changes so you only make about $300 gross. But, let's consider lights being bought ever 3-4 years. Your 10 year (estimated lifetime of a customer) gross is about $4,000 - $5,000 plus inflation and other purchases. Not a ton, but what is your customer acquisition cost? Also, what is the lost revenue from Yelp reviews? What is the lost revenue from referrals?
Taking ownership of the mistake and making it right is what makes a difference. When you started this business at 14, did you make mistakes? Sure! Did you fix them, even if you didn't make as much on one job? Of course you did because you wanted to stay in business. You knew the value of every single customer
The reviews are similar in this regard. Seriously, eating 10%-20% on a job where your company made a mistake isn't going to hurt you, and in this case, not eating that cost will cost you a lot more in potential same-house revenue.
I had really wanted lights this year to surprise my wife. But now, guess I'll buy her jewelry.
Oh, and when I said, 'no thanks' the final time (very politely), I get no response at all from the company. Come on folks, at least a, "sorry, we hope you will consider us next year" would be the appropriate response. You are in the "Christmas" business after all.
UPDATE: several hours after writing this review I did get a 'sorry it didn't work out' and their sharing it was an honest mistaken and that it wasn't bait and switch. Seriously, I don't think it was bait and switch, I just wish they would "make it right". I cleared my schedule for the install at the price they quoted me. I was excited about it and ready to move forward. Anyway, there is my honest opinion.
