Customer Complaints - Contractor Talk - Professional Construction and Remodeling Forum

Contractor Talk Articles · 01-31-2008, 03:42 PM

Having trouble handling complaints? Think you can do better? Here are some tips...
Hear it out - Let the customer get it off their chest. Let them relieve some stress first, and then you can concentrate on getting to the actual resolution to the problem.

More...

sonofhawkeye · 09-19-2008, 11:16 PM

when trouble shooting problems stay positive and try to come up with a couple of solutions then give the client some kind of choices to make a resolve

**AtlanticWBConst** · 09-20-2008, 06:35 AM

Very short article, but right to the point.

As stated, with legitimate complaints: Let the client get it off their chest, don't make excuses, apologize, and fix it.

Yesterday (9/19) - I am on a new remodeling job, walking it with my lead workers there, reviewing the scope of the work and re-measuring window sizes (I have 10 thousand things going on - in my mind), and I get a bad call from another job site, that I have 4 workers on.

They are doing masonry repairs at an apartment complex. The property manager says that one of our workers reached over a ground level balcony and picked up a resident's dumbell. She says she wants an answer, because she is ready to kick them all off site ..... (in my head: UGH!!, I have enough sh**, to juggle at the moment)

I tell her I will find out. I call the lead worker. He checks into it, calls me back, and confirms that a "skinny" worker was just being "stupid", and picked up the weight to show another "heavier" worker, who works out alot.

I call back asap (about 5 minutes later), and told her - "what happened was not a case of theft, just stupidity, but, that is still no excuse for what happened. He is a good and honest worker, but obviously stupid. I am having him removed immediately from their property, and he will not be back there to work again. We don't approve of what he did, and that we apologize for the situation."

I can't go up there, so I call my business partner to go up and "show his face" there(damage control). He goes, talked to her personally, and again apologized.

Result - She was happy at the quick response, no excuses given, and an effort to correct matters quickly, and in person.

My Point: I am not "tooting my horn", I am just backing up the principles of the article, and that they do indeed work, or at least, can "help" a difficult situation be resolved, with an upset client.

Remodel Bud · 09-20-2008, 05:13 PM

...........

**Floorwizard** · 09-25-2008, 05:49 PM

Wow. Nice to see my article again

HousieG · 01-06-2009, 03:16 AM

Seems like a good artilce full of ideas we can all use.

Thanks

twilson · 02-15-2009, 11:36 AM

I agree that complaints if handled correctly will make you more money in the long term. Like the articles says don't make excuses for the problem or blame your guys. It is your business and your fault that the problem is there (at least in front of the customer). When I was in sales I found that the customers that had problems that had been dealt with quickly were far more loyal customers than the one that had no problems. I have been finding the same has been in remolding houses. An example was last month when a customer phoned with great panic. The dishwasher we had installed months earlier was leaking all over the breaker box. When I showed up with in a hour of the phone call. I was working not far from there. Fixed the problem. (The dishwasher hose let loose from where the manufacture installed it). Showed the customer what had happened. She was happy. Later in the week the customer showed up at my home with lbs of pork roasts. and they want me to build & install some kitchen cabinets in the spring.

ForumNomad · 03-19-2009, 02:26 PM

Good article, thanks for sharing!

**Floorwizard** · 03-20-2009, 07:15 PM

Thanks!

browardbuilder · 03-22-2009, 06:57 PM

The only way to avoid complaints from your clients is to change the way you approach a project.
Try a more competent approach by educating the client about the legal aspects, schedules, subs, and most importantly, the specs.
If you plan properly, there will be no change orders or complaints.

tomstruble · 03-22-2009, 07:37 PM

mmm porkroast

Giftcard · 03-27-2009, 07:26 AM

Nice tips. Customer satisfaction should be a prime concren of all companies.

WisePainter · 03-27-2009, 06:23 PM

I have found after years of addressing a multitude of different complaints from a wide range of clients that the only way to make them shut up is to show them you are losing some money, and do a bit of free work.
Not major work, just enough to show them you are a bad boy and learned your lesson about messing with them.

Do I like it? No.
Do I know ahead of time that the client is going to stop taking their meds the second the ink dries on the contract? No.

I get very few complaints vs. pleased clients, and I am always prepared to do what it takes to get away clean on the bad contracts.
Even if it means losing a bit of $.

Wolfgang · 03-28-2009, 04:40 AM

Quote:

Originally Posted by WisePainter

I have found after years of addressing a multitude of different complaints from a wide range of clients that the only way to make them shut up is to show them you are losing some money, and do a bit of free work.
Not major work, just enough to show them you are a bad boy and learned your lesson about messing with them.

Do I like it? No.
Do I know ahead of time that the client is going to stop taking their meds the second the ink dries on the contract? No.

I get very few complaints vs. pleased clients, and I am always prepared to do what it takes to get away clean on the bad contracts.
Even if it means losing a bit of $.

That's a way to build your business through referrals.

deck king · 03-30-2009, 03:38 PM

Quote:

Originally Posted by Wolfgang

That's a way to build your business through referrals.

I think we all agree! valid complaint are not an issue. I don't like the B.S. complaints that some customers give to try to get a discount. I have been doing contracting for the 25 years, I've noticed a trend lately, of consumers who will do or say anything to get a discount. The range of their complaints are so rediculous That I can't beleive they keep a straight face when then complain. I've even had customers tear out some work that was completed ( I had Pictures to prove it ) and claim it was never done. Now, I don't waste time with these people, The next day, after there payment is due they get a letter from our lawyer notifing them of default, and a lein, that usually gets us paid quickly, in these cases.

WisePainter · 03-30-2009, 05:18 PM

Quote:

Originally Posted by deck king

I don't like the B.S. complaints that some customers give to try to get a discount.

Those are the kind I was referring to. In those rare cases saving my reputation is more important than the money if my client has seriously gone off the deep end.

I WILL NOT DISCOUNT MY WORK!!! The amount due does not change.

I will fix anything they don't "like", thus costing me time more than $. We don't have to part ways as friends, but at least they aren't trying to run me down to everyone they see because I didn't fix their problems.

mental problems notwithstanding.

I probably only get 1~2 every few years.

deck king · 03-30-2009, 06:38 PM

Quote:

Originally Posted by WisePainter

Those are the kind I was referring to. In those rare cases saving my reputation is more important than the money if my client has seriously gone off the deep end.

I WILL NOT DISCOUNT MY WORK!!! The amount due does not change.

I will fix anything they don't "like", thus costing me time more than $. We don't have to part ways as friends, but at least they aren't trying to run me down to everyone they see because I didn't fix their problems.

mental problems notwithstanding.

I probably only get 1~2 every few years.

I am currently dealing with a old customer. I built a pool house for them in 2004. From day one they were nuts, I should have followed my gut.
The didn't disclose their house was non conforming ( they did know ) it took 6 months and 4 revissions to get approved. once we got started and had the foundation completed the home owner had his pool company dig for the pool and when they backed the trucks in to haul away the dirt they collapsed the foundation wall. The pool company said they would fix it, 2 months later it still wasn't fixed. the customer asked our company to fix it , we did, cost $9,700.00 sent them the bill, they asked if we could wait and they would take it out of the pool company's payout ( they still owed them $50,000.00) I stupidly said I would wait, it took the pool company 8 months to complete the pool. In that time we built the structure ( all but installing the windows) and were pouring the stamped concrete around the pool ( because the pool said it wasn't their job ) The customer said there were unhappy with the concrete. ( there was about 16 yards of stamped concrete ) 2 days later they changed the location of the heat system from the pumproom to above the bathroom and upgraded to a dryair system ( about a $ 40,000.00 difference from their allowance)
The relocation of the heat system cost $7400.00, we completed the mods so the HVAC company could install the heat. So it's been about 2 weeks since the concrete and the customer say's they will except it for a $10,000.00 discount. The next day we tore out the concrete and poured new, looked great. I asked the customer for the agreed upon extras that we had a contract change order for, plus the cost of the collapsed wall.
The customer said she feels the project is taking to long and wants more done before they pay anymore money. we pull off the project and our attourney sends default letters, no response! 3 weeks later the customer calls our attourney and asks him to represent them against our company because they don't feel they should have to pay for representation, our lawyer explains he can't and if they pay we will return, never happens.
Now 5 years later that customer is slandering me on every web site they can get on, my high school alum. site, harrassed my family. made false claims to the Att. General. ( who ruled their claim was invalid). The problem is we can't get any of the web host to turn over the web post information with out a court order and we can't get that without proof it's them and they don't post with their real names. To date we have lost 4 houses to be built and countless other projects because of their false claims. Hopefully we can get them on the cyber bullying laws.

WisePainter · 03-30-2009, 07:11 PM

Quote:

Originally Posted by deck king

I am currently dealing with a old customer. I built a pool house for them in 2004. From day one they were nuts, I should have followed my gut.
The didn't disclose their house was non conforming ( they did know ) it took 6 months and 4 revissions to get approved. once we got started and had the foundation completed the home owner had his pool company dig for the pool and when they backed the trucks in to haul away the dirt they collapsed the foundation wall. The pool company said they would fix it, 2 months later it still wasn't fixed. the customer asked our company to fix it , we did, cost $9,700.00 sent them the bill, they asked if we could wait and they would take it out of the pool company's payout ( they still owed them $50,000.00) I stupidly said I would wait, it took the pool company 8 months to complete the pool. In that time we built the structure ( all but installing the windows) and were pouring the stamped concrete around the pool ( because the pool said it wasn't their job ) The customer said there were unhappy with the concrete. ( there was about 16 yards of stamped concrete ) 2 days later they changed the location of the heat system from the pumproom to above the bathroom and upgraded to a dryair system ( about a $ 40,000.00 difference from their allowance)
The relocation of the heat system cost $7400.00, we completed the mods so the HVAC company could install the heat. So it's been about 2 weeks since the concrete and the customer say's they will except it for a $10,000.00 discount. The next day we tore out the concrete and poured new, looked great. I asked the customer for the agreed upon extras that we had a contract change order for, plus the cost of the collapsed wall.
The customer said she feels the project is taking to long and wants more done before they pay anymore money. we pull off the project and our attourney sends default letters, no response! 3 weeks later the customer calls our attourney and asks him to represent them against our company because they don't feel they should have to pay for representation, our lawyer explains he can't and if they pay we will return, never happens.
Now 5 years later that customer is slandering me on every web site they can get on, my high school alum. site, harrassed my family. made false claims to the Att. General. ( who ruled their claim was invalid). The problem is we can't get any of the web host to turn over the web post information with out a court order and we can't get that without proof it's them and they don't post with their real names. To date we have lost 4 houses to be built and countless other projects because of their false claims. Hopefully we can get them on the cyber bullying laws.

Man that's no joke there, you got yourself a live one for sure! Hope it all ends well for you.

rbsremodeling · 03-30-2009, 07:13 PM

Quote:

Originally Posted by deck king

I am currently dealing with a old customer. I built a pool house for them in 2004. From day one they were nuts, I should have followed my gut.
The didn't disclose their house was non conforming ( they did know ) it took 6 months and 4 revissions to get approved. once we got started and had the foundation completed the home owner had his pool company dig for the pool and when they backed the trucks in to haul away the dirt they collapsed the foundation wall. The pool company said they would fix it, 2 months later it still wasn't fixed. the customer asked our company to fix it , we did, cost $9,700.00 sent them the bill, they asked if we could wait and they would take it out of the pool company's payout ( they still owed them $50,000.00) I stupidly said I would wait, it took the pool company 8 months to complete the pool. In that time we built the structure ( all but installing the windows) and were pouring the stamped concrete around the pool ( because the pool said it wasn't their job ) The customer said there were unhappy with the concrete. ( there was about 16 yards of stamped concrete ) 2 days later they changed the location of the heat system from the pumproom to above the bathroom and upgraded to a dryair system ( about a $ 40,000.00 difference from their allowance)
The relocation of the heat system cost $7400.00, we completed the mods so the HVAC company could install the heat. So it's been about 2 weeks since the concrete and the customer say's they will except it for a $10,000.00 discount. The next day we tore out the concrete and poured new, looked great. I asked the customer for the agreed upon extras that we had a contract change order for, plus the cost of the collapsed wall.
The customer said she feels the project is taking to long and wants more done before they pay anymore money. we pull off the project and our attourney sends default letters, no response! 3 weeks later the customer calls our attourney and asks him to represent them against our company because they don't feel they should have to pay for representation, our lawyer explains he can't and if they pay we will return, never happens.
Now 5 years later that customer is slandering me on every web site they can get on, my high school alum. site, harrassed my family. made false claims to the Att. General. ( who ruled their claim was invalid). The problem is we can't get any of the web host to turn over the web post information with out a court order and we can't get that without proof it's them and they don't post with their real names. To date we have lost 4 houses to be built and countless other projects because of their false claims. Hopefully we can get them on the cyber bullying laws.

Broham, IF even half of what you said is true. A good ole fashion ass whooping is needed.

Don't leave any marks though.

Open palm slaps to the back of the head, Rolled up phone book with duct tape etc

deck king · 04-01-2009, 09:27 PM

Quote:

Originally Posted by rbsremodeling

Broham, IF even half of what you said is true. A good ole fashion ass whooping is needed.

Don't leave any marks though.

Open palm slaps to the back of the head, Rolled up phone book with duct tape etc

Unfortunately, It's the sad truth, I thought about the ass whooping, but jail would just make things worse for me. I will however, keep a file on these people, and when they cross a legal line, I will have no problem taking everything I can from them! Also, I think they are athiest, So when I do take their life savings I will donnate a large chunk to the church.