# Social Category > General Chat Forum >  Clients calling 7 days a week

## pmbguy

My clients are so used to me working on weekends that I am stuck all the time with work. One urgent machine can through a spanner in the works and I may not be able to have a jol at the dam or go away for the weekend, happened this weekend. Its not like the clients are really pushy, they just think of it as normal service over time. So I want the business, but its killing my family life, social life and fishing and camping life. I wont even go into the DM hassles for now. 

I am thinking of politely approaching my clients and say that I am unfortunately not available on weekends anymore, but if somebody is there they are welcome to drop machines of etc. But I just know I wont do it because I want the clients happy (want their business). 

One day I will have a technician on weekend call, then somebody else can work on the weekend a bit while I probably get even more stuck in. I will end up like those old Greek ballies that work every day until they die at the shop.

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## KristiKat

I just received a SMS a few hours ago from a GUY I GOT out on BAIL...

at least I THINK that is the guy,

HE SENT me a please call me,

what the hell AM i supposed to do if he BROKE his bail conditions?

THEN THE POLICE ARE in their very right to ARREST HIM AGAIN.

furthermore I AM just the candidate attorney,

they should take it UP WITH MY principal,

not with me......

but I GET bugged on SUNDAY.

i refuse to call him back on a please call me...

will take it up with the principal on MONDAY

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xcorporation (11-Mar-14)

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## Blurock

> My clients are so used to me working on weekends that I am stuck all the time with work. One urgent machine can through a spanner in the works and I may not be able to have a jol at the dam or go away for the weekend, happened this weekend.


That's how you build a good business and a good reputation, Buddy.
You will one day reap the rewards.  

(Ask the customer if is really that urgent and don't forget to charge for overtime. )

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pmbguy (11-Mar-14)

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## KristiKat

> That's how you build a good business and a good reputation, Buddy.
> You will one day reap the rewards.  
> 
> (Ask the customer if is really that urgent and don't forget to charge for overtime. )


lmao

i am concerned then,

is it the attorneys fault that the client keeps getting into trouble,

so because the client messes up it is bad juju/reputation marks for the attorney who tried to get him out of it?

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## KimH

> My clients are so used to me working on weekends that I am stuck all the time with work. One urgent machine can through a spanner in the works and I may not be able to have a jol at the dam or go away for the weekend, happened this weekend. It’s not like the clients are really pushy, they just think of it as normal service over time. So I want the business, but its killing my family life, social life and fishing and camping life. I won’t even go into the DM hassles for now. 
> 
> I am thinking of politely approaching my clients and say that I am unfortunately not available on weekends anymore, but if somebody is there they are welcome to drop machines of etc. But I just know I won’t do it because I want the clients happy (want their business). 
> 
> One day I will have a technician on weekend call, then somebody else can work on the weekend a bit while I probably get even more stuck in. I will end up like those old Greek ballies that work every day until they die at the shop.



In a home based business trying to separate home life from the business can be challenging at the best of times.  When we first start our business we will take on anything and everything whenever the opportunity presents itself.  We are building a business after all. Invariably the times rolls around when our business is running smoothly and we can afford to be a bit more choosy about the work we take on and when we take it on - the problem now of course is that we have created an expectation whereby the client expects us to be available to them all the time.  

I found myself in this position last year and after driving myself mad trying to keep clients AND family happy - I found a compromise.
Not sure what medium you use to keep your clients abreast of news/specials or prices in your business, I do send out a monthly newsletter and used this medium to convey my business hours to clients. What I also included was that if they needed to deliver files after hours or weekends, this could be arranged in advance but that they would have to let me know at least a day or two in advance so that I could make arrangements to be home.  On the odd occasion where work needs to be done after hours or weekends, clients are billed extra (well in some cases  :Smile: ) If it really is not possible to have them deliver over a weekend, then I will either arrange to collect the files myself on Friday or first thing on Monday.

To date it has been my experience that when you lay out the ground rules clearly, clients are by no means offended - if anything they seem to gain a new respect for your time.

Best of luck, you can do it  :Smile:

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pmbguy (10-Mar-14)

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## ians

I found charging double time on weekends helped sort out this problem, it makes it worth while and it slows the not so urgent jobs. Like the 9.30 pm calls, the customer just wants to chat about a job they want you to do in about 3 months time, if you allow it will become habit.

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## IanF

How would you handle this if you had an office in town?
I stay 25km from my shop so if customers want to see me on the weekend I make sure that R4 per KM is built into the price.
Only had 1 call last year and it paid very well.

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## SilverNodashi

You need to lay down some rules, both in business and in your personal life. People respect boundaries and feel "safe" within boundaries. You will soon understand the benefit of this, both in your business and your personal life.
Tell them, politely, that normal service isn't available over weekends. Emergency service is available at double the price. Get a 2nd phone and switch off your main phone over weekends. They can use the 2nd phone as an emergency phone number if they need it.

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Blurock (12-Mar-14), Dave A (10-Mar-14)

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## pmbguy

> In a home based business trying to separate home life from the business can be challenging at the best of times.  When we first start our business we will take on anything and everything whenever the opportunity presents itself.  We are building a business after all. Invariably the times rolls around when our business is running smoothly and we can afford to be a bit more choosy about the work we take on and when we take it on - the problem now of course is that we have created an expectation whereby the client expects us to be available to them all the time.  
> 
> I found myself in this position last year and after driving myself mad trying to keep clients AND family happy - I found a compromise.
> Not sure what medium you use to keep your clients abreast of news/specials or prices in your business, I do send out a monthly newsletter and used this medium to convey my business hours to clients. What I also included was that if they needed to deliver files after hours or weekends, this could be arranged in advance but that they would have to let me know at least a day or two in advance so that I could make arrangements to be home.  On the odd occasion where work needs to be done after hours or weekends, clients are billed extra (well in some cases ) If it really is not possible to have them deliver over a weekend, then I will either arrange to collect the files myself on Friday or first thing on Monday.
> 
> To date it has been my experience that when you lay out the ground rules clearly, clients are by no means offended - if anything they seem to gain a new respect for your time.
> 
> Best of luck, you can do it


Hi Kim

You seem to have done rather well in balancing everything. You know there is nothing worse than arguing at home because of work. It’s not all helter skelter though and I even have the odd putting around the yard. Being open for business on weekends and not usually charging an afterhour’s rate was a deliberate strategy from the get go to get my foot in the door and push it open, one that I begrudgingly stand by. I like the idea that a client knows that no matter when their machine breaks down it can be repaired and usually without extra charge. I just don’t want to be the only one doing the weekend work all the time. 2 weekends off a month will make me exceedingly happy. 

All and all - I surmise it’s a good problem to have, rather busy complaints than quite complaints.

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## pmbguy

> You need to lay down some rules, both in business and in your personal life. People respect boundaries and feel "safe" within boundaries. You will soon understand the benefit of this, both in your business and your personal life.
> Tell them, politely, that normal service isn't available over weekends. Emergency service is available at double the price. Get a 2nd phone and switch off your main phone over weekends. They can use the 2nd phone as an emergency phone number if they need it.


You are right and this will solve my current weekend issue. You see I really don’t mind working on weekends, but not every weekend. It’s a long term service standard I wish to uphold. Eventually I will have weekends off by having another guy on call out. My industry does not usually cater for afterhours work, and those who do charge exorbitantly. My ambition is to make my business different to others in my industry. Where I have a system to support and manage “weekend work” This is all in an effort to gain as many clients as possible. 

I understand that there are many ways to skin a cat depending on your exact business, industry and plan. I learned allot from my old boss and I follow his basic plan which is to make the client happy no matter what. You do a bit more work sometimes, you may sometimes lose a little bit of money on client happiness here and there, but you working the numbers game. 

It does cause some chafing

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## KimH

> Hi Kim
> 
> *You seem to have done rather well in balancing everything.*


As a bookkeeper balance is all important  :Smile: 




> All and all - I surmise it’s a good problem to have, rather busy complaints than quite complaints.


^ Absolutely, couldn't agree more.

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## Justloadit

Even if you get someone to work onthe weekend, they will want to get overtime rates, that is 1.5 times normal pay for Saturday, and two times normal pay for Sunday.

The only work around this if you employ someone 5 days a week, and their week starts Thursday, and ends on Monday, with Tuesday and Wednesday as off days.

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## KristiKat

we should employ trolls to keep us awake,

we shall feed them cookies from the dark side.

 :Boxing:

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## pmbguy

> The only work around this if you employ someone 5 days a week, and their week starts Thursday, and ends on Monday, with Tuesday and Wednesday as off days.


That would work for me

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## pmbguy

> we should employ trolls to keep us awake,
> 
> we shall feed them cookies from the dark side.


Hi Kristi - What are your hobbies besides fightclub?

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## Justloadit

> That would work for me


OK now to find someone, who has his weekend on a Tuesday and Wednesday  :Smile:

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## Hermes14

> Hi Kristi - What are your hobbies besides fightclub?


Running away from men.
She is scared she might turn into a beautiful Princess if she gets a kiss.

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## Dave A

Let's try to keep the misogyny down to one thread, please.

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## pmbguy

> OK now to find someone, who has his weekend on a Tuesday and Wednesday


 :Hmmm:  I guess the hunt is on for a genius printer monk with no social life

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## wynn

@pmbguy
Surely if you only receive the printer on a weekend if you are at home and they bring it in.
You should have the understanding that if clients contact you during the weekend you will collect or start the repairs on Monday, that should be service enough to satisfy most clients.
Unless they have a really important deadline to meet? perhaps then you could offer to lend them a working printer for the short term until you have repaired their one. (running month end invoices for example is not an emergency, it could wait a few days, but printing tender documents that have to be submitted by the Monday is)

That should give you the freedom to enjoy camping at the dam any weekend that suits you.

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## pmbguy

Receiving machines on the weekend and only repairing them on Monday morning means a client’s machine is not ready at 8-9am on Monday morning, many weekend machines are urgent specifically for Monday 8-9am. Some repairs can take very long. The one’s that are not urgent or otherwise just in for a service will, if left until Monday, interfere with other work. If I receive a large amount of printers on the weekend and I leave it till Monday I am going to miss all my deadlines, interfering with Tuesday. Many clients have a multifunction or printer they just can’t have off line, so they have it scheduled for a weekend service. Some of my bigger clients sometimes request a service of all the machines in a department over the weekend and they expect to have that department running again Monday morning. 

I have gained countless clients through proving this service, one after the other 

I could just say no to weekend work and go camping. Or I could take advantage of the need that exists for repairing/servicing machines on weekends.

I guess the bottom line is that I am willing to do this for the profit, knowing that one day I will again have free weekends.

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## IanF

The guys who service my printers on a cost per copy basis charge R500 per hour for after hours/weekend callouts. During the week it is included in the cost per copy charge.
The weight of my printers precludes taking them in. 

I have called them out once after hours.

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## Justloadit

> I could just say no to weekend work and go camping. Or I could take advantage of the need that exists for repairing/servicing machines on weekends.


Well there you have it, you have a weekend worker, take Tuesday and Wednesday off for camping  :Smile:

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## pmbguy

> Well there you have it, you have a weekend worker, take Tuesday and Wednesday off for camping


Justloadit... I shudder to think of the shit implications on Braai and Beer day if Tuesday and Wednesday was my weekend. 

Everyday more and more business around SA and the world extend their working hours/days, a definite trend. Personally I don’t like this trend, but the world is changing and I want to be in step with that change

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## Justloadit

What I find interesting, is that over a century ago, everyone worked 7 days a week.

During the last 50 years, unions step in , alongside Socialism, to look after the worker and provide social grants, because after all we are more civilized now, , and now we are in a major crises, where unemployment is rampant, simply because employers are being fleeced by the unions and labour laws and can not afford the labour rates, and the solution now the SMEs is to extend working hours so that we can get business in order to remain profitable. There is something wrong with this picture.

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pmbguy (12-Mar-14)

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## HR Solutions

Its a very difficult one pmb, because in one instant we say that if a person really wants to get out there and make something of his business and career then he must work hard etc etc which would include weekends etc.  I think most of us have all been there and a lot of us still do work on the weekends, albeit on a sat morning.  Although I do climb on my computer on a Sunday, and do a bit of work, which is different to yours because you have to climb in your car and go out to the client.  I think that it really depends on you at the end of the day whereby you do have to put your foot down and even switch off your cell phone or charge double rates if it was on a Sunday.  

Perhaps you should try to slowly "train" your clients and tell them that you can only help them on Saturdays to start off with.  Bearing in mind that you have built your business on going the extra mile and giving a service on a weekend, the decision would have to be yours -  you may lose some clients or would they be happy with accepting this decision ?  I think most would probably accept and realize that you also have a life and you do supply a good service at the end of the day and they could wait that day or two.

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## wynn

So the only scenario left is to basically to 'Suck it up' for the short term until your business grows to the point you can employ someone to do alternate weekend work, after your business grows some more you can employ a second guy to do the alternate weekends covered by you and all you will have to do is step in for emergencies, illness or leave, that will mean at least you and another guy are on duty every week day with three of you alternating three days a week, that should leave enough weekends for your camping/braaing/fishing!   :Wink: 

I am sure the guys you are taking business from will be shedding employees soon and you should be able to pick up well trained reliable people.
The first guy will work five days the first week and on say Monday, Thursday Friday the week he has his midweek weekend, to start with you will just have to make sure he is flexible enough for you to plan braai weekends around him.
Then when the second guy joins you will have more weekends off.  :Wink:   :Bananadance:

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## pmbguy

> Its a very difficult one pmb, because in one instant we say that if a person really wants to get out there and make something of his business and career then he must work hard etc etc which would include weekends etc.  I think most of us have all been there and a lot of us still do work on the weekends, albeit on a sat morning.  Although I do climb on my computer on a Sunday, and do a bit of work, which is different to yours because you have to climb in your car and go out to the client.  I think that it really depends on you at the end of the day whereby you do have to put your foot down and even switch off your cell phone or charge double rates if it was on a Sunday.  
> 
> Perhaps you should try to slowly "train" your clients and tell them that you can only help them on Saturdays to start off with.  Bearing in mind that you have built your business on going the extra mile and giving a service on a weekend, the decision would have to be yours -  you may lose some clients or would they be happy with accepting this decision ?  I think most would probably accept and realize that you also have a life and you do supply a good service at the end of the day and they could wait that day or two.



It’s a tricky one. One the one hand I want my weekends back on the other I can see how well its working to get new clients in. Clients hardly phone on Sundays, I certainly don’t hang around just in case I get a machine in. Most sunday work is to finish off any work that came in on Saturday. Essentially I am closed on a Sunday, but will still take a call and I might receive a machine or go on call out, this seldom happens. Sometimes I receive a big order which takes up the whole weekend solid, perhaps once a month.

I could try compromise and say Ok open till 1 on sat, but I still have to service and repair those machines as normal through the rest of the weekend, I will still get about the same amount of machines, they will just get dropped off (I go onside) before 1. So being open only till 1 on a Saturday still means “working weekend” as usual.

In my situation it’s difficult to compromise I am either open on weekends or not.

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## pmbguy

> So the only scenario left is to basically to 'Suck it up' for the short term until your business grows to the point you can employ someone to do alternate weekend work, after your business grows some more you can employ a second guy to do the alternate weekends covered by you and all you will have to do is step in for emergencies, illness or leave, that will mean at least you and another guy are on duty every week day with three of you alternating three days a week, that should leave enough weekends for your camping/braaing/fishing!  
> 
> I am sure the guys you are taking business from will be shedding employees soon and you should be able to pick up well trained reliable people.
> The first guy will work five days the first week and on say Monday, Thursday Friday the week he has his midweek weekend, to start with you will just have to make sure he is flexible enough for you to plan braai weekends around him.
> Then when the second guy joins you will have more weekends off.


I could do with a full time qualified technician, but I still have enough me man hours to cover the work most of the time. I also can’t afford to pay a full time qualified technician salary yet. 

When I have a big order or I am very busy I have a good printer technician I outsource to, he has a job in IT, so he does work for me afterhours only. He gets 50% so I will only do it if I really have to. If he did weekend work for me it would also mean 50%, which is fair, but I know he is too busy with all sorts of things to take on more work. 

I have another chap that is working part time at an IT shop that also does printer repairs. He is still an apprentice and can do some basics. I call him up from time to time when I am busy, just having an extra pair of hands in the workshop is a great help. 

My maid cleans the machines for me, so I can get on with working, she is a huge help. My wife complains about everything and does my books.    

Once I have 2 qualified guys in permanently I will camp and fish all weekend long, pulling out fish after fish after fish...more beer

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## HR Solutions

Its the age old story that you don't have enough work (or cash) flow to expand, therefore you do it yourself, therefore you do make a little bit more money, but you don't have enough time for yourself and therefore it becomes a catch 22 situation.
I am by no means an expert in your field, but I would suggest hiring a technician, whereby it frees you up to go out there to get more work to pay his salary and also frees you up a little bit more for yourself.  It is difficult but it is the next step to expand a little and ease the pressure off yourself a bit. It is difficult for the first few weeks, but the "pain" slowly eases as more work flows thro the doors to cover the extra overhead ............ and you never know soon you might then look at the next step to expanding.

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## Justloadit

Question,

How often do you go out looking for new customers?

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## pmbguy

About twice or 3 times a year I seek out new business through marketing drives, posters, adverts, girls handing out fliers And of course me going to see potential new clients at their businesses one street at a time. During these times I service and repair till late at night. I will also market opportunistically anytime, driving past a new business or shopping in town. I market much less than I want to because I don’t have a permanent qualified technician. I can easily afford an apprentice, but he can’t run things when I am gone looking for business, so that won’t help much in this regard. 

Ideally I want to be marketing 5 hours every day whilst a qualified technician does the work. Should be there in the next year or two. 

I build my business from absolutely nothing. I have grown year after year since, without making any big mistakes. I once almost opened a shop in town, partnering with somebody else, I am very very glad I did not do that! or today I would have been history. I also almost convince myself sometimes that I can just slap on the over head, tighten all belts, and push through – can be dangerous. 

I know I can still grow more before I have reached my personal “production limit” – when I am close to that limit I will employ fulltime. Camping braaing etc

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## Justloadit

Well pmbguy, you have answered your own question.

The decision is when to employ the full time technician. I suggest that you must first build up a cash reservoir in which you can pay the expenses and the technician for at least 3 months with out income. Once you can do this you are ready to hit the road. This will give you breathing space knowing that you are financially covered for a while at least. 

You will be amazed at the amount of work you will bring in. Pretty soon your single technician will not be able to keep up.

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## pmbguy

> Well pmbguy, you have answered your own question.


Thanks pmbguy







> The decision is when to employ the full time technician. I suggest that you must first build up a cash reservoir in which you can pay the expenses and the technician for at least 3 months with out income. Once you can do this you are ready to hit the road. This will give you breathing space knowing that you are financially covered for a while at least.  
> 
> You will be amazed at the amount of work you will bring in. Pretty soon your single technician will not be able to keep up.


You right I have to save up for it   

I am still young compared to you guys and I still have a lot to do. I plan to eventually run a relatively large business, but nothing is a sure thing, in fact the odds are against me. I might end up a technician in 5 years or I could have 5 technicians in 5 years. What I do and how I do it will determine the outcome - no excuses.

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## wynn

When you have 3 techies working full time it may be time to open a branch in Durbs?   :Wink:

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## wynn

Customer: "I've been ringing 0700 2300 for two days and can't get through to enquiries, can you help?".
pmbguy: "Where did you get that number from, sir?".
Customer: "It was on the door to the repair shop".
pmbguy: "Sir, they are our opening hours".

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IanF (13-Mar-14), pmbguy (13-Mar-14)

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## pmbguy

You know Wynn I left my job and moved to pmb to start my business, wife to be stayed behind (At first). I chose pmb because I could market and service the entire city effectively. I also considered Durb’s and CT (For a while CT was the best city and I almost went), even Joburg, but PMB seemed the obvious choice for where I should start. You right Durban is definitely the second workshop. The N3 is a good road to be on. 

I was born in PMB, but did not grow up here, this and because I now stay in PMB is why my name is pmbguy, but I could easily be durbanguy, ctguy. Even Springbok guy if it was called for. Hopefully never londonguy.

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wynn (14-Mar-14)

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## pmbguy

I have an update

Just concluded a second interview with a black gentleman,15 years technician experience in the industry. He has transport. I liked what he said during our conversation about machines, service and the industry as a whole. He is intelligent and friendly, which is great because he will interact with clients allot.

He is currently unemployed, his only work is from work he picks up himself, including a few machines from an old employer. 

I will not employ him full time yet, he is contracted. What’s going to happen is that I will market Full time. When I receive a call I will call him to go out to the client or receive the client at my office/workshop and do the work. I can be free to market all day long without being slowed down by work coming in. I have always been able to market, but I could not keep it up for more than a month or so at a time because I get stuck doing the work that gets generated. After marketing full time for a while I plan to employ him fulltime whilst I continue to market. Frankly I’m getting Goosebumps.  

I will also have him on call out over a weekend that I want to get away and go camping.

Our arrangement is already in effect, once I have all my marketing stuff ready I am hitting the road.

I would like to thank everyone who contributed to this thread, it definitely put a fire under my ass!

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## HR Solutions

Good for you pmb  :Smile:   Just a thought - some jobs require itc or crim checks.  It does not sound like an itc check is relevant in this case, but a crim check might not go to waste.... Just a thought.  If you need it done give me a shout.

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pmbguy (17-Mar-14)

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## pmbguy

Thanks HR, I will take you up on your generous offer.

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## pmbguy

My new technician is working out great. He came in Tuesday Wednesday and today (coming in tomorrow). I inspected his work and it’s good, he is meticulous and pedantic. He did have some issues here and there, but still solved the problem. On the whole I am pleased. 

My last marketing stuff is ready on Monday, on Tuesday I hit the road knowing I have somebody doing the work.  I want to be seeing potential clients 4hours a day (mainly 8am-12pm), a realistic target I can stick to and maintain almost indefinitely. This also gives me time to inspect his work, finicky repairs, admin etc – maintain service standards. 

I should have done this a year ago

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## Justloadit

> I should have done this a year ago


All good moves carry this sentiment, the problem is that we never know till we try.

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pmbguy (28-Mar-14)

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## Alice Rain

You charge triple on weekends! Or just say you'd really love to help but you're thousands of miles away from home, taking time out!

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## KimH

> My new technician is working out great. He came in Tuesday Wednesday and today (coming in tomorrow). I inspected his work and it’s good, he is meticulous and pedantic. He did have some issues here and there, but still solved the problem. On the whole I am pleased. 
> 
> My last marketing stuff is ready on Monday, on Tuesday I hit the road knowing I have somebody doing the work.  I want to be seeing potential clients 4hours a day (mainly 8am-12pm), a realistic target I can stick to and maintain almost indefinitely. This also gives me time to inspect his work, finicky repairs, admin etc – maintain service standards. 
> 
> I should have done this a year ago


Absolutely brilliant news, -  :Clap:

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pmbguy (29-Mar-14)

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## pmbguy

Thanks Kim

Since I only start marketing next week I had nothing of real importance to do other than check his work now and then. I would sometimes spend too much time in the workshop backseat repairing, I am not used to somebody else doing all the work. I had enough time to train circus monkeys if I was so inclined. I Like it!

As for weekends, he will come in Saturday mornings when needed, this will free me up a bit. He will also get a key for the office to run things when I want to get away a bit. So clients calling 7days a week has become less of a weekend enjoyment obstacle.

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## KimH

Sounds like you've got it all sorted.
There is nothing nicer than finding the right minion to help you take the business to the next level.

I look forward to seeing the pics of you at some tropical holiday destination next month  :Big Grin:

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## pmbguy

> I look forward to seeing the pics of you at some tropical holiday destination next month


Yeah right :Stick Out Tongue:  the closest I will get to a tropical holiday destination in the next few months is driving to Durban

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## pmbguy

Thanks for the Crim check HR...I am glad it’s clear

I am making some important changes to my marketing stuff/pricing etc, I am undercharging too much. Looks like I will only start marketing myself on Monday. In the mean time I have 2 girls handing out fliers. 

My technician is busy clanging away in the workshop

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## HR Solutions

> Thanks for the Crim check HR...I am glad it’s clear


Pleasure Pmb ............its always good to hear and have the satisfaction of knowing that an employee hasn't committed a crime.

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## Dave A

> I am making some important changes to my marketing stuff/pricing etc, I am undercharging too much. Looks like I will only start marketing myself on Monday. In the mean time I have 2 girls handing out fliers. 
> 
> My technician is busy clanging away in the workshop


Sounds like the *really* important change has already happened - the one in that area between the ears  :Thumbup:

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