Customers watching?

There's few things I hate more than doing an installation with the customer watching. Let alone having them ask silly questions or even worse, giving you advice! Especially when it comes to custom installs or situations where you have to "make a plan". I know in most shops it doesn't work that way, but in some it does.

I would just really like to know your thoughts on this so that I can show it to my boss and try to convince him to do something about the matter. I can think of tons of reasons, but would like to hear yours instead. Thanks!

Nicolas

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All your BASS are belong to us!

Other than the huge annoyance factor, customers in the bay is a huge liability.  If an accident were to occur, and the customer were to get injured while watching you do something- your shop can be held liable.  At least, that's how it is in the states.  This is a liability few shops are willing to accept, thus, no customers in the bay.  Without them nagging you, you're able to concentrate on your work, doing a much better job, and finishing in less time.

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My ex once told me I have a perfect face for radio.

a sign something like this and clearly visible would speak volumes
labor rate $50 per hour
if you want to watch $60 per hour
if you ask questions $70 per hour
if you help $80 per hour


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Prove your connections, use a meter!
I promise, I'll behave!

That sums it up great! My thoughts exactly. You see, it's a little difficult in our shop, since the layout is "open plan". There's realy no seperation between the showroom and the work bay. Only one entrance, through the work bay. My boss propably reckons that it sets us apart from the rest, and that the customers can see how professional we work. Or something in that line.

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All your BASS are belong to us!

I know a couple of shops with similar signs to that one, Electro, but when I suggested it to my boss, he just laughed, considering it a joke.

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All your BASS are belong to us!

It works both ways. Not anyone can do this with no one watching so it takes a confident installer to do it with the customer watching. On the other hand you cant fix some of the minor mishaps without the customer ever knowing.


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Installers will put it anywhere!

Heres what i do when i have the customer staring from a distance. Bring a piece of plastic in there and when your taking panes off just snap it out of view so it makes a loud noise. Then just look up at the cusomer with a confused look. I love doing that.

I've done some jobs with the customers watching.  They just cringe when the dash panels start flex before the clips finally pop.  I think it is funny. But it is a huge liability to have them in the bay. You could always pull the car in the bay so that it hides you while you do most of your work.

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Good Luck!
-Thad

Thanks everybody for your comments! Hopefully my boss will now see that it's not only me who's complaining, but people on the other side of the world are too.

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All your BASS are belong to us!

I used to work at Circuit City and there was a barrier between the customer walkway and the shop bay. the customers would hang out in the walkway watching the installs going on. when I was being watched I would make comments just loud enough for the customers to hear like "that wasn't good" or "hmmm...now what" or "I need some help over here". it was amazing how fast customers would leave. I miss doing that.

Oh yeah, and what about trade secrets? Aren't some of those "watching eyes" actually "spyinig eyes"? Even if it is just to gain the knowledge to install their friend's stereo on the weekend. That's another job you could've made a couple of bucks on. Right? Just an example anyway?

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All your BASS are belong to us!

No customers in my bay.... ever. For one it's a liability, secondly, their constant questions are a very major annoyance and distraction.

If some one is insistent, then I will ask them one question.... "Would you mind if I came and watched you work for a while?" That usually makes them go away rather quickly. Another good one is to just sit there.... mexican stand off style..... when asked, "I will begin working the instant you leave my bay area"

Gus


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Wherever I go, that is where I end up......

I guess it's always easier when you have a "nice" waiting area for the customers. If they can comfortably sit back and read a magazine or watch telly and maybe have a cup of coffee while they wait, I think they would almost WANT to get out of your hair. Especially if it's a timely job. Unfortunately we do not have such a cosy waiting area. Sigh!

PS I like the Mexican stand off idea!!

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All your BASS are belong to us!

well i dont have an audio/fabrication shop persay though the small things i've done are usually dropoffs and the customer either has a ride back home or we bring them home and pick them up (depending on the situation).

At the tire shop i work at we have signs n stuff warning the customers but they come in anyways which is a pain (I cant understand why a customer would wait in their vehicle while your working on it when there is a nice waiting room with coffee n stuff). We still watch ourselves around the customers but we arent liable for the customer because we have signs warning them.

Actually the signs arent a fool proof way of waiving liability. The only way to really cover your ass is to have a section on the work order that pertains to liability in the shop and have them sign off on that. As for the watching thing, I have learned to not really care. If they wanna watch me then fine, but im gonna mess with them. Sometimes I will take a few extra screws in with me and throw them out the door as they watch so they think Im throwing out part of their car, or I mightt drop the phrase, "oops" or "That didnt happen on the last one" or "what is this piece from". In the end I let them in on the joke but I figure if they are gonna be there I may as well entertain myself at their expense

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double-secret reverse-osmosis speaker-cone-induced high-level interference distortion, Its a killer

You're right about putting the "liability thing" on the order and having them sign it. That is the safest way to go. About joking around or playing pranks on the customers, those ones that will laugh and see the humor in it, are usually the customers I don't mind watching. When doing small/quick jobs like installing a stereo, speakers, cell kits etc, I really dont mind an audience. Providing that they don't get in my way. I think it's best to have a standard and stick with it. Either anyone can watch, or nobody allowed. That way nobody can take offence.


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All your BASS are belong to us!

Don't care about customer's watching me, but the second they open there mouth I stop working on the car. Time is money and talking don't make me money.

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Certified Security Specialist
Always check info with a digital multimeter.
I promise to be good.
Tell Darwin I sent you.

I've been sick lately, sorry I won't be on much.

I do not allow any customers in my work bays period. I  install plus my crew, I've only had a few people ignore employees only sign and walk in. No windows looking in either my installers and staff are not on display like caged animals at the zoo. I have a decent waiting area with a dvd combo to watch, magazines or they can look out the window and watch cars go by.  On a couple of bigger installs customers will come in and I'll show them the progress but thats generally the limit.

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i know best buy has an open window setting thing...so you can actually watch them throw the window, and they're door is locked to so u cant get in.
talking about customers being annoying, staff is another big part of your situation. If your chief of install but you also know alot of the product out on the floor, staff is forever constantly coming in and bugging you with Questions. or if they have nothing to do they also just stand and watch you. which i really hate.

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xTimx

i dont mind when they watch from afar but when they are breathing down my neck i get nervous and will usually pull the mexican stand off as stated or say "hey theres a couch and tv right over there" i like fastlerners idea, i have to try it haaha.

even worse then the watchers are the people that drive up and just wait in their car and sometimes honk at you, its not a drive thru get out of your damn car

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i hate it when people are in my bay, first off i work at best buy and i also work for florda ionterlock systems(we put breathalyzers in cars when you get a d.u.i.s) at best buy i just hate it cause 1 i cant talk to the otherinstallers in the normal non-busniess frendly manner that we talk 2 everone hinks that i have never worked on a car before and explanes everything i touch,"o that turns the headlights on". now at the other job we dont want the people to know what we are doing just so the dont try to bypass it. ya the can look later but i tamper seal everthing they the get charged a violation(37.95 charge) if they mess with it.

i am with you guys, i dont install car audio professionally but i do pc work, i hate customers that ask what im doing or comment that i am doing something so fast then they want to know how i did it. i mean i will tell them the basics but anything past that will just get them in trouble in the end. which i imagine the same goes for you guys, messing with high voltage isnt smart if your a beginner, same with a pc your just gonna screw it up and im gonna have to come back out and charge you out the nose some more. but i guess thats just it nosey customers that cant let you just do your job offer great job security

I work at Best buy too, but we have a wall with just the window at the register. When people are being a pain, I'll put a seatcover in the window of the car, they'll usually get the hint. And that honking!! Outside of a closed bay door!! there's a sign right there that says customer entrance!!

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No, I will not give you all parts and labor free!

I don't work for any car audio install company but my Dad owns a Motorcycle suspension company. We had the same problem of people wanting to watch what was going on so we added to the invoice the liability note and are now charging by the hour AFTER the job is done so if they are bugging us my dad and I will friendly remind them they are charge by the amount of time it takes and THEY are making it take longer. Seems to work VERY well so far!!

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If your counting pennies and dimes then maybe you shouldn't be spending every penny and dime you have!!

I work at Best Buy, too, and I despise having the customer over my shoulder.  As long as they stay on the other side of the rope, we're cool.  But it is fun to pull in an '06 F-150, or something similar, that has a virgin dash and just start pulling the top corner and watch it flex!  Almost makes 'em sick to watch you do it!