Oh how I loved letting loose on a customer today.... He copped both barrels with nothing held back, Result he ate humble pie, apologized paid his bill and with a smile said " so I can bring them back for there next services :roll: The short story: No long w/end for Bob, doing a customer a favor so his downtime was minimal [ read non existent ] He has 1x Backhoe and 1x 25tonne wheel loader ( plus others but there not due yet :? Both in need of 2000hr services, which by the book service, is EVERY filter and oil replaced, as well as valves, injector calibration, removing and cleaning internal screen filters etc etc Service book est times: Backhoe = 8hrs labour plus parts Loader = 12hrs " " " Both machines had extra work needed as well 2hrs extra on the B/Hoe 3hrs on the Loader End costs = B/Hoe $2200 Loader $3800 He goes ballistic over the invoices even when reminded that he was quoted 7k for the job [ I always over quote to cover broken /seized bolts and so on ] So I quietly reminded him that I skipped my long w/end as a favor to him DID not charge the OT rate @ 160an hr, just the std $84. I asked him how much a day these machines make .......... answer B/hoe 990 Loader 1200 So he will recoup the service cost back in a WEEK, I will loose most of my w/ends OT to tax !! I then proceeded to tell him his next services will be done during NORMAL working hrs with no OT ...... yada yada. Time for customer to back pedal and pay his bill, apologize and comes back 1/2 an hr later with 2 slabs !! End rant :?