Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: windows_chepstow on May 22, 2005, 08:51:07 pm
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I've a few 'challenging customers' which in plain speak is a euphamism for those clients who're a pain in the proverbials.
Don't get me wrong; I'm tough in that if a customer messes me about they're dropped like a hot potato; and I wouldn't be adverse to a little remonstration either.
However; I've a couple I can't really drop. My first is a woman with a motor-nuerone disease. She's totally incapacitated and can just about talk. The first time I cleaned her large and expensive property; she asked me to clean the inside of her kitchen window. I did. She asked how much. I said free of charge.
Now every month she asks me to clean a different area of the inside of her house. I never charge her. And she still asks. I reckon every six months she's had a free inside clean.
My second is an elderly woman; looks very sweet like your granny; but is a complete 'witch'. I always do a perfect job (because she moans I never do); and she always complains the following month. I've even told her that if she notices something wrong, she's to phone me straight away, so I'll turn up and have a look. She never does; just complains the following month.
It's almost a game now. I've even stamped to attention, saluted her and requested that she inspect her windows there and then. She didn't take me up on the offer; but complained the following month.
I would drop her too; but I think she does it because she's senile.
Then I've another elderly customer who doesn't get out much, doesn't see many people and tells me what deep joy she has when we turn up to do her windows. Just so she can talk to someone. We chew the fat, but I know I'm not a public service and I'm not earning while we discuss how the weather is going.
Have you lot any 'challenging customers'; why do you keep them; and how do you deal with them?
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I had one challenging customer on my round I DEALT WITH HIM MY WAY .put the post on the forum,it got taken off because someone complained about it. If your reading this now you know who you are.
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I had one challenging customer on my round I DEALT WITH HIM MY WAY .put the post on the forum,it got taken off because someone complained about it. If your reading this now you know who you are.
Gaza,
I couldn't do what you did to my elderly and disabled customers, Mate.
That would be bang out of order!
I'm a Geordie, so I'm not adverse to a bit of violence; but there's always a better method of solving a problem; even if it just means stating your case and walking away. You should operate a 'No thumping policy' with regards to your customers.
Let's keep fisticuffs out of work and in its proper place (which is closing time; outside the taxi rank).
(Blimey - my 500th post - just noticed)
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Gaza, if I remember correctly, your challenging customer situation was completely different from windows_chepstow's. ;D
Tosh? It's a tough one mate - but as long as you've only got a handful and you're sure you're they're not swinging the lead I'd continue to do them - it's what will make your family respect you - and your colleagues too!
Mind you I'm sure Graham Gould will provide some excellent advice on this if he reads this thread! ;D
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Its true to say that we all have them.
I've a customer, really old girl, nice as anything. Only problem is that she asks me to clean a few extra windows inside for her. No problem, she then asks the price, no problem. So ok, right. But the problem is that she will pay me and then ask for a few mor windows or mirrors to be done. Then what? Shes already paid me and I had to stand there by her kitchen table while she counted out the coins from her jar.
No problem?? Yes she's a problem. The last window cleaner pushed her patio door out of place cause she annoyed him so much. Of course I dont belief in that kind of action so I only clean hers when shes called for the 3rd time.
Steveyboy
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We have a few trying customers, but here is a story that really proves you should always give someone a second chance. About 6 weels ago i done the womans house as usual i done the inside of her patio door.While doing this she phoned her husband to see if he was in the area so he could pay me as she had no change. He wasnt around so we agreed i would pick it up next time(fortnight later). This time she wasnt in bit when i called back she told my son she paid the last time, when i went back and questioned this she told me i could dance for my money. When leaving i told her to ask her husband when he came home and i wont b back.Next week i met her husband (nice guy) who said she apoligizes and would i go back as she wasnt well at the time. I told him we never return to people who badmouth us but i would consider it. Next fortnight i cleaned them, nobody in so put a ticket through the door. When the boys went to do them on Thursday neighbour came out and said the lady had died. She was only in her fifties I am glad now that i went back.
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WINDOWS CHEPSTOW:I m from a small town in Lincolnshire were men are men and the women are glad of it,we speak as we find,and react as we find.
I came to a city and made them dance to my tune[PRO D J FOR 17 YRS] COVERING THE TOP VENUES;
My customers will dance to my tune else they get of the dance floor,suffer idiots no ,old/disabled people Im putty in their hands I love my old dears and they I hope love me always doing that little extra for them.
If i can make only 1 of them happy for a few moments then Ive done my job.they are a breed apart.
We should respect what they did for us etc,except the little tow rags on the estate I work on make their finale few years a life of hell.
Ive been attacked by these tow rags 6 off them with golf clubs
and Im just doing my job,defended myself with two crook locks
and a screw driver so dont tell me violence doesnt pay cus If I wasnt able to defend myself against these types of low lifes who grow engines in their front gardens my old people would still be peering out of their curtains afraid to go out,they now know not to mess with people who clean windows,Im no hero but Im fed up of low lifes who take and not give,lets hope the next govt sorts it out big style.
SORRY TO GO ON BUT THESE OLD PEOPLE ARE REALLY SCARED TO GO OUT SO I ASK THEM IF THEIR IS ANYTHING THEY WANT FROM THE LOCAL SHOP AS IM JUST GOING [EVEN IF IM NOT] SO DONT TELL ME ABOUT SERVICE!
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What you can do is to tell each of these customers that because of increased costs in running your business, you will have to increase your rates for cleaning.
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What you can do is to tell each of these customers that because of increased costs in running your business, you will have to increase your rates for cleaning.
I'm happy with what I'm charging them. I think it's just good to have a whinge now and again; to others who understand what I'm moaning on about. It's very, what do you call it... cathartic! (I think).
But there's got to be others out there with worse customers than mine. Philip (when he was known as 'Silly' had a Witch! Not a nasty old woman, but a proper Witch).
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I love my old dears God bless em. I wish I had a round full of them. They come out to pay when I'v just started the job, they pay for the old boy next door if he's out, they always pay cash and always have it ready.
I had one old dear that offered to pay my fare to Indonesia. I had to go out there and get married before our immigration people would let my wife come here. Of course I declind her kind offer. Now they all make a big fuss of their
new 4ft 9" Indonesian w/c.
I think a lot of us are social workers to some extent and we are all on the same conveyer belt of life. As I said I love them. I just wish some of the younger ones
shared their values. Dai
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Hi Windows - I am a Geordie, like your good self - have had a couple of customers like that but, almost invariably, they are those who are more housebound and tend to scrutinise the glass more than the average customer. I am soft and love old people and am lucky to still have my parents around - so when its a job for the oldies I forget about hourly rates or the next job or my electric bill and hope that they think kindly of their nice window cleaner. If they don't, and start to complain, I call back around midnight and put a few windows out, just to let em know ;D
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Being new to window cleaning< I have the time for a cuppa with these old people who dont go out and they do recomend me to there friends. i will try anext month and put them last has i only go home to my squaw who can out nag them,out moan and wants my money.... in all honesty i do to a certain extent like to chat and work.(i have only one customer complain, his english was very poor and i couldn't understand him.) the daughter to one of my oap's got me to clean her house, she praised me for the way i talk to her parents. TOSH an old saying nice to be important even nicer to be nice
DENNIS
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WINDOWS CHEPSTOW:I m from a small town in Lincolnshire were men are men and the women are glad of it,we speak as we find,and react as we find.
I came to a city and made them dance to my tune[PRO D J FOR 17 YRS] COVERING THE TOP VENUES;
My customers will dance to my tune else they get of the dance floor,suffer idiots no ,old/disabled people Im putty in their hands I love my old dears and they I hope love me always doing that little extra for them.
If i can make only 1 of them happy for a few moments then Ive done my job.they are a breed apart.
We should respect what they did for us etc,except the little tow rags on the estate I work on make their finale few years a life of hell.
Ive been attacked by these tow rags 6 off them with golf clubs
and Im just doing my job,defended myself with two crook locks
and a screw driver so dont tell me violence doesnt pay cus If I wasnt able to defend myself against these types of low lifes who grow engines in their front gardens my old people would still be peering out of their curtains afraid to go out,they now know not to mess with people who clean windows,Im no hero but Im fed up of low lifes who take and not give,lets hope the next govt sorts it out big style.
SORRY TO GO ON BUT THESE OLD PEOPLE ARE REALLY SCARED TO GO OUT SO I ASK THEM IF THEIR IS ANYTHING THEY WANT FROM THE LOCAL SHOP AS IM JUST GOING [EVEN IF IM NOT] SO DONT TELL ME ABOUT SERVICE!
Blinding post, top fella ;)
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Hi UBA1
Sorry to change the topic.
You post some good points some of which I hadn't considered.
Has anyone taken you up on your offer yet to be shown how to improve how they clean windows?
Cheers
Ross
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Two months ago one lady asked me if I'd do the insides of her patio doors. As there were only 2 of them I done them.
Last month she asked if I could do the inside of her back door.
This month she asked if I'd do the insides of her kitchen windows.
I was thinking of beating her to a pulp with golf clubs and a crow bar but instead I said each window would be a pound extra.
She then said is each window on the outside a pound and I said that by and large it was. She then asked for me not to do her front door and loo window and do her two inside kitchen windows instead.
To be honest, I didn't know what to say so I just done them.
This increased the time taken from about 10 minutes for 3 of us to about 25 minutes with the other 2 waiting for me as I had to wait while she cleared all the stuff from the window ledges.
I always find those types of customers such a pain and arkward to deal with.
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She then said is each window on the outside a pound and I said that by and large it was. She then asked for me not to do her front door and loo window and do her two inside kitchen windows instead.
Drop her, Mate, she's extracting the urine too much here. She's probably laughing about it with her mates in her coffee circle, while drinking out of a mug, which she's making out of you and your generosity!
Honestly, mate; don't go back!
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Hi Windows
Your right. Drop her.
I'm fine with the direct straight confrontation or someone who doesn't want to pay or who is sarcastic.
It's just these types of customers who somehow aren't rude but who take the p*ss which I only usually realise after I'm long gone.
Next month, our prices have just doubled for her and just for her.
Cheers
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lol...I have one who only wants the tops done (I'll do the downstairs....but never does !) ...anyway, a few weeks back...She decides she wanted her conservatory roof and sides done instead. Ok, sais I...did the job...then she thrust the fiver in my hand that I'd normally charge for the 5 upstairs windows, after I'd finished. It wasn't until I'd got to the next job and recovered from the shock that I realised how I'd been stitched up.....they aint that daft, old 'uns.
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I had a customer this evening while collecting...
'Are yu keeping okay?' I asked as this pensioner rummaged around, trying to pay me in change.
'No, I've cancer of the bladder', she replied with a smile.
Why couldn't she just say she was 'fine', and let me get on with my collection. A cup of tea, twenty minutes and a heavy conversation about life, the universe and everything really delayed me getting home for a beer!
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Actually, I quite like working for old dears. I can afford to loose a few minutes to chat with them. If I couldn't, then perhaps I'm in the wrong job.
They appreciate kindness, honesty, and a good chat! My old mum is now in a Nursing home, and some of the fellow guests there are in severe decline. That's life.
Enjoy it, respect it, and cherish it, and, cherish those who can no longer help themselves.
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Hi Invicta Cleaning Group
I agree 100%.
I think that these things come back to you but that is not the reason why we have some underpriced OAP's.
They are the ones who always are respectfull, who appreciate their windows being done and who offer the cup of tea and usually have spent their lives working and have principles and morals. Something that is missing in a lot of society.
Cheers
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Don't you think that life would be very dull without these characters?
I have quite a few "odd" customers who have their own funny little ways but I won't take rudeness or insults.
If you want to meet really rude customers you want to try driving a taxi. Then you'll know what challanging customers are really like.
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I agree...I used to do it here in Cheltenham.....if if it wasn't the customers it would be the endless speed bumps, traffic lights, one way systems...double yellow's , mini roundabouts......in fact, if you didn't have to carry anything...it's quicker to walk.. :(
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Try working on the railways as a conductor if you want to know about rude people. When I done that job and you speak to maybe upwards of 2 000 people a day (checking tickets) you get to know about the great British public. Add to that the drunks, yobs, idiots, nut cases, wierdo's and the wealthy 'I pay your wages' brigade then give me window cleaning any time.
Cheers
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Try working on the railways as a conductor if you want to know about rude people.
Try being a squaddie at the mercy of railway conductors! Some of them don't know their bottom from their elbow.
As a young squaddie I travelled regularly by train. When asking "what platform to get to 'such and such destination'", questions, I always used to ask three conductors the same question and then take a mean average of the answers. Even then I often ended up at the wrong destination.
I've always been too thick to understand the hieroglyphic tablets known as a train timetable.
Normally, railway conductors are masters at avoiding eye-contact and then when you get their attention; they can't speak English very well. And definitely can't understand Geordie accents.
Some, when asked a question they don't know; just shrug their bloody shoulders! 'I only work here, Mate'.
My point is, a vast majority of Railway Conductors are just ruddy awful at what they do. If we ran our window cleaning businesses with the same attitude your average conductor has; we'd be bust.
I've never been rude to one though. My level of expectation with railway companies has always been low; therefore I have never been disappointed.
On a final note; I'd like to say; 'All is forgiven. Bring back British Rail', even if they did poison me once with a chicken sandwich and ruined a Christmas leave.
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Hi Windows (Tosh)
Where I worked was not an inter city depot. Inter City conductors used to cover extremely large area and for them to know platforms is unlikely to say the least. Having said that, there is no excuse. If I didn't know I would say so politely. Even if I had to repeat myself 20 times and the person wouldn't understand I couldn't 'just go' and find out.
As far as my experience goes of being a conductor down here way down south is that most tried to do a good job and most were more than tolerant.
Untill privatisation that is and for some time before as the whole thing started to affect the industry before the dreaded 'P' word became fact - maybe around 1986 .... when the back biting started and the threat of 'after privatisation YOU will not be employed'.
Then after privatisation, because of appauling treatment and constant threats by bad managers who were crawling over each others backs to get on, most conductors ended up not giving a sh*t. By that time I was driving so I was out of it. Untill restructuring for train drivers meant even longer hours and more unsocial hours don't worry about safety along with the threats of 'if you can't do you job then we'll find someone who can'.
Tiredness is a killer on the motorways but not if you are a train driver, you are just threatened with loosing your job and stuff safety and the lives that could be lost as a result.
The old BR rule was that if you are uncertain, don't do it and no one will take you to task, its best you do that, but after privatisation it was 'you are trained to do that so if you value your job then do it' otherwise you will be disciplined in a most unfair manner with all types of trivia taken into account.
I left the job because my conscience got so strong that I could kill people that I was not prepared to carry on. I only now go by train as a last resort.
There were some real Hitler type conductors and ticket inspectors who got off being as stroppy as they could be for no reason but most of them would pack the job in after being beaten up for the umpteenth time.
My only real problem I had as a conductor with squaddies when drunk was them finding what pocket the warrant for travel was in. We got 5% commission and a lot of warrants did not specify routes or type of tickets so me being mercanary, would issue the most expensive ticket permitted on the warrant. Sometimes I would make an 'accidental' mistake and issue 1st class tickets.
Anyway, by the time I left the railways I did not give a hoot either because of the constant bullying, threats, and being expected to work and not get paid for it while my boss did not work week ends, banks holidays or unsocial hours, had never ever driven a train, only cared about how he looked in front of his managers and who was a total idiot anyway.
But ............. window cleaning. No nutters, no idiots, no yobs, no having to deal with druggies, fights, threats, real abuse, unsocial hours, over long hours, being jet lagged every day, being shattered from the hours, and above all, no having to deal with all that on your own with no back up and with a company who did not give a da*m.
Give me window cleaning any day. I enjoy my work now.
Cheers
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But ............. window cleaning. No nutters, no idiots, no yobs, no having to deal with druggies, fights, threats, real abuse, unsocial hours, over long hours, being jet lagged every day, being shattered from the hours, and above all, no having to deal with all that on your own with no back up and with a company who did not give a da*m.
Give me window cleaning any day. I enjoy my work now.
Cheers
I quite agree mate. No short notice deployments. No courses you don't want to do. No competing in the rat race with a boss who writes the appraisals. No getting shot at. No bombs thrown in your direction. No carrying out policies that you don't agree with.
We have a whale of a time!
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No bombs thrown in your direction.
That put things into perspective doesn't it.
No getting shot at.
So does that.
Cheers
Ross
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Just left the submarine service ;D three months under water and a shift system of 6 hours on 6 hours off. I was a drunk on the train ;D
i will never work in those conditions again
Dennis
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Hello
'challenging customers'
I chucked my bucket of water over the door, window and owner today as she accused me of kicking her wheelie bin over and said she would call the police!.I never touched her f****** bin.
When she realised what I did to her I said, ( she looked gobsmaked)
" Call the police now you daft old cow"
I am waiting for the door to knock
John
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I chucked my bucket of water over the door, window and owner today as she accused me of kicking her wheelie bin over and said she would call the police!.I never touched her f**king bin.
John,
Well done, Mate, for an extremely well thought out and delivered response.
Why didn't you give her a good thumping too?
Regards,
Tosh.
PS. Do you wear a baseball cap sideways, or at an angle that points the brim towards the sky? What about foot-wear? White trainers by any chance?
PPS. It's people like this that act like thugs...
(http://img.photobucket.com/albums/v737/tosh0987/mark1.jpg)
Why don't you try to act a little more, well, like a human being. If someone complains... speak to them about it. Convince them with your intelligence that you wouldn't do such a thing. Now that customer thinks that you're not only a 'Chav window cleaner who kicked over her bin'; but a thug too.
Try growing up a bit and behaving!
PPPS. This is a picture of Gaza. Honest!
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John-cleanthrough:-
Did your customer do anything else to provoke such a severe response from you? On the face of it it seems very excessive and unprofessional.
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VERY GOOD ,NOT BAD LOOKING FOR 50 AM I ,WHEN THAT KID WAS BORN THE MID WIFE SLAPPED HIS DAD,BET HE HAD SHUTTERS ON HIS PRAM,AS SEEN ON BRAT CAMP THAT ONE.
1 ALL WINDOWS
GAZA
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windows :NOT HAVING A POP AT ME ARE WE?about me thumping a customer after 4 yrs of putting up with him,your right i should not have clonked him after all these yrs ,should have done it in the 1st week ;D pmsl
Saw him the other week at least could have kept his head up,anyway Iwas wrong for doing it,but got my eye on a window cleaner whose under cut me by1.50 squid watch this space.
GAZA
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It's easiest to just walk away.
When that customer pops up into your head just say to yourself over and over again 'shut the f*ck up'.
That mental image with all it's associated verbal soon vanishes if you do that.
I am not adverse to thumping the occassional person but not for something so trivial.
The last person I wallped was a 15/16 year old yob (chav) who spat in my face at a bus stop after I said something about him gobbing at a lady who complained he was spitting all over the pavement around her feet.
At least have a good reason.
Then forget it.
As for throwing water over someone as John-cleanthrough did, havn't we all been tempted to do that or similar? At least it would be near on impossible for the customer to prove they were assaulted with water and it would not be a Police thing anyway, it would need to be a private prosecution for common assault as no law has been broken
I don't think I ever would do that to a customer but I still don't think that makes him a chav.
Gaza mate, admit it, you love the agro............. ;D
Dunno.
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It's easiest to just walk away.
When that customer pops up into your head just say to yourself over and over again 'shut the f*ck up'.
That mental image with all it's associated verbal soon vanishes if you do that.
I am not adverse to thumping the occassional person but not for something so trivial.
The last person I wallped was a 15/16 year old yob (chav) who spat in my face at a bus stop after I said something about him gobbing at a lady who complained he was spitting all over the pavement around her feet.
At least have a good reason.
Then forget it.
As for throwing water over someone as John-cleanthrough did, havn't we all been tempted to do that or similar? At least it would be near on impossible for the customer to prove they were assaulted with water and it would not be a Police thing anyway, it would need to be a private prosecution for common assault as no law has been broken
I don't think I ever would do that to a customer but I still don't think that makes him a chav.
Gaza mate, admit it, you love the agro............. ;D
Dunno.
Not so. I know someone who threw some beer (not glass) over somebody and got nicked for assault many years ago by the police. However, it might have helped his cause if the guy he threw the beer over wasn't a copper. You don't have to actually touch someone for it to count as assault.
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Judging by some of the posting on this topic, i can see why our profession is looked down upon by many people.
The public take us all for a bunch of cowboys with no manners or brains, it seems many here are doing their utmost to prove them right.
If the guy that threw the water over the woman worked for me.... he'd be looking for a new job as we speak.
Denzle
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Judging by some of the posting on this topic, i can see why our profession is looked down upon by many people.
The public take us all for a bunch of cowboys with no manners or brains, it seems many here are doing their utmost to prove them right.
If the guy that threw the water over the woman worked for me.... he'd be looking for a new job as we speak.
Denzle
Personally, if I find a customer that troublesome to my peace of mind, I just don't work for them any more. Sometimes I will explain why, sometimes I won't.
I once had a customer who described herself as "fussy". I put it to her that she just set a higher standard than most in an attempt to butter her up a bit. However, after a year, I had had four complaints about my work from my entire round. Three of them were from her. When she complained about paying me for it, I told her to keep the money and suggested she find someone else to clean for her. There were two people in that conversation and I was the only one that was civil.
It's *very* important, IMO, to remember that it's business NOT personal.
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Judging by some of the posting on this topic, i can see why our profession is looked down upon by many people.
The public take us all for a bunch of cowboys with no manners or brains, it seems many here are doing their utmost to prove them right.
Isn't that maybe a bit of a generalisation?
My experience of the public is not we are a bunch of cowboys without manners or brains.
On what basis do you write that we are percieved by the public that way and a few postings by a few is not neccessarily the majority view.
Almost everyone has a 'snapping point'. Some walk away, some scream and shout and some thump the person. That is human nature and happens in almost every proffession to one degree or another.
Hi Shiner
Not so. I know someone who threw some beer (not glass) over somebody and got nicked for assault many years ago by the police. However, it might have helped his cause if the guy he threw the beer over wasn't a copper. You don't have to actually touch someone for it to count as assault.
Doing almost anything to a copper is against the law but common assault is different in that it is covered by civil law unless there are marks, bruises etc. The thing about just touching someone is assault is rubbish.
Throwing water over someone in a dispute could only be assault if it resulted in any type of threat to life or limb. Getting wet is hardly huge in the scheme of things and is experienced sometimes anyway if we are out in the rain unprepaired.
If you done that to someone who was an electrician when working then that would be very different or if you threw water over a salesman then he would not be able to carryout his lawfull trade but someone standing at their front door?
having said that, I couldn't be bothered to throw water over someone. Seems a bit childish. Unless it was someone I work with, then that's worthwhile and a good laugh too.
Cheers
Ross
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Judging by some of the posting on this topic, i can see why our profession is looked down upon by many people.
The public take us all for a bunch of cowboys with no manners or brains, it seems many here are doing their utmost to prove them right.
If the guy that threw the water over the woman worked for me.... he'd be looking for a new job as we speak.
Denzle
theres irony for you denzle. it seems this particular idiot does work for you after all yet you all think its fine for him to keep his job ::)