Sending out a scout 2

[macmet]

This is a bit of an odd question. We have a job 3 hours away from our office with a customer who has developed the tendency of exaggerating his progress. We have rushed a couple components b/c we were apparently slowing everything down, but in reality they still had weeks before needing our equipment.

I have a good friend who lives in the area that I'm thinking of sending to site to take pictures for us. I would call our customer to make sure he knows so it is not like we are sneaking around behind his back. My friend is also an engineer, although he works for a different company.

Is there anything ethically wrong with this? All we need is pictures of the building and floor, to see how far along they have come and if they are ready for our equipment or not.

 

[civilperson]

Back charge for duplicated efforts made necessary by the untrue progress report. Put this in a letter to the owner.

 

[MintJulep]

I have on occasion asked vendors and suppliers to send me a picture of a thing before traveling to a review meeting or test. A bit different situation however, as I was at the top of the food chain.

I think your answer is the "expedite charge" (assuming of course that your project has a contractual schedule, and you are not late).

"We would be glad to accomodate your request to advance delivery earlier than the contractually agreed upon date. However, meeting your new delivery date necessitates that we reallocate our resources and incurr overtime costs. Therefore we need to charge you extra. We will begin working to the revised schedule as soon as payment is received."

The rush request will be withdrawn quickly.

 

[dtn6770]

Reiterating MintJulep, if you're having trouble meeting an agreed upon delivery date don't make your client out to be the bad guy just because they aren't necessarly ready.

I'm with everyone else wrt expedite charges for earlier than agreed upon deliveries. Along that line though, how many times has a supplier been penalized for missing a delivery? (Rhetorical Question)

To maintain a constructive customer relationship, I'd suggest you initiate an open dialog with your client on the subject before playing the spy card. In that discussion make reference to the potential for expediting charges.

 

[mshimko]

There may be more than meets the eye.

First, I'm assuming he is requestubg the material in advance of an existing cintract requirement?

Second: has your company ever been late in deliveries, perhaps on other contracts? If yes, then he may just be doing what he thinks necessary to ensure YOUR company meets its obligations.

Third: has another company been late in deliveries? This isn't YOUR problem, but it may tell you where the other guy is coming from.

The bottom line to me is:
(1) do your homework to ensure your company isn't "the reason", then
(2) open a dialogue on this topic.

 

[JStephen]

It seems to me that a job site visit like that should be done by you or someone at your company, rather than someone unfamiliar with what is going on. It would be awkward for your friend when they start asking him about progress on your end of it and he has to admit he hasn't a clue. Maybe a little more face time would help the communications as well.

 

[MedicineEng]

I agree with the above:
-Sending a scout is not appropriate if he doesn't know anything regarding the project (being engineer it helps the learning curve, but we still need some info to analyze properly the problems) and it might look unprofessional. Imagine that you needed a plumber in your house and he would send a friend was living nearby (and didn't anything about the work) to inspect your home and take photos;
-Ask photos to the client regarding the area where your equipments are to be placed (if that's the critical factor);
-Inform the client about the extra costs that you already incurred regarding the already early delivered material and that in future cases you will have to reach an agreement;
-Get everything in writing.

 

[MikeHalloran]

Should your scout be injured, or cause an incident that injures someone else or causes property damage while conducting a site visit on your behalf, would your insurance cover him?



Mike Halloran
Pembroke Pines, FL, USA

 

[zcp]

Just ask the client for photos so you can work out installation or interface issues. That will show where he is on progress. Then call and say "it doesn't look like you are that far along. is there another reason you are rushing our delivery as it has a large impact on cost to us to rush."

Your customer may have another reason for getting your equipment early......to work out install details, to get a feel for what they are putting in, maybe you were late one time before, or maybe he is trying to hit a billing / money milestone.

It is not your place to decide how your client wants to receive your product. If he wants the carpet before the concrete is poured, explain that once he receives it it is his and price accordingly on the next one.



ZCP

http://www.phoenix-engineer.com

 

[macmet]

Well thanks for the replies. I have asked for photographs before but they never come. I think I will probably just go down myself and save any potential hassles.