Customer has an interesting request... - Contractor Talk - Professional Construction and Remodeling Forum

duckdown · 12-30-2008, 08:08 AM

I got a request from a customer that I thought was fascinating and wanted to know if others have ever considered a similar request. On a tour, the customer pointed out "shortcomings" of other trades that have done work for her.

One thing she showed me was from drywall work done several years ago where she specifically requested in writing that all drywall be hung using screws. I guess the carpenter that did the install ran short of screws and used a few nails that are now popping.

Another thing she showed me was two different "defects" performed during a bathroom remodel. The plumber didn't have plastic shims for the toilet and used wood. This was discovered when the caulking was removed and replaced. The rail for her shower door was also not properly cauked and water ran down and ruined the drywall.

I wanted to mention to her that the remodel shouldn't have used plain drywall behind the tub surround as they put on a second layer, but could have the heart to tell her. Anywho, she is looking for some type of agreement that in her words says that I will not take any "shortcuts".

I think her request is reasonable as "defects" don't always show up for years afterwards. What type of clause would you include to satisfy a client?

Jake Stevens · 12-30-2008, 08:17 AM

Charge for what you do, and do what you charge for. Then you can give her an extended warranty. Like a 5 year Labor warranty.

duckdown · 12-30-2008, 08:29 AM

I don't know that a warranty is the right answer. Consider the drywall example. If the nails didn't pop that doesn't change her concern regarding trades taking shortcuts. In this situation, I think she would have expected the carpenter to get in their truck, drive to Home Depot and pick up another box.

How do you specify to others that no one should take "shortcuts"

WisePainter · 12-30-2008, 08:37 AM

I think she is looking for you to communicate better than the last contractor did. Walk her through what you are going to do (talk to her like she is 4) and during the process show her what you are doing/have done.
When it is over go back over specifically what you have done step by step.
It is amazing just how left out a client feels but will not mention it to the their contractor, just the one after...and that would be you.

I have that with quite a few of my customers.

jamestrd · 12-30-2008, 08:42 AM

make a detailed proposal and outline scopes of work ,with material usage and installation methods.
State all work will be performed to meet or exceed industry guidelines.

example,if installing drywall, state type, thickness and installation technique, using 11/2" drywayy screws etc.

there are more then one ways to skin a cat, but outline your work and charge her accordingly.

demonstrate how something could cost less if done one way, but to do it this way is more because>>>>>insert dialogue here>>

explain certain work will take longer implementing this type of installation etc.

the only other suggestion....is have her sign off on work perfromed in each [phse(if possible) showing her materials and fasteneres etc.

this all shold be incoprporated into your pricing..

or you can just walk away from the job as she feels she has been burned and may take it out on your ass.once a customer loses trust, its hard to regain it..

Burby · 12-30-2008, 09:16 AM

Look at the overall quality of her home, see if your quality of work is less, the same or better. Most important let her know that is why she has to do her homework. Offer some similar jobs as references for her to call, schedule an appointment and actually look at the quality of work you offer. Adding more in writing is like you saying you are better than him/her or what ever.
You have no idea what was agreed to with the last Contractor or what she agreed to pay for.
You know there are all kinds of clients out there, always best to tell them to look at other jobs of yours then decide who they want to hire.
This is always the best way to prevent problems.
Some want to pay for a ford escort and then expect to get a Rolls, don;t get yourself stuck in that position.
At least she is offering you the chance to know what is expected.

Mike Finley · 12-30-2008, 10:13 AM

There is no shortage of quality tradesman or companies. Customers who get seduced by prices always get what they pay for. I guarantee there is a story behind her stories.

Quote:

I think her request is reasonable as "defects" don't always show up for years afterwards. What type of clause would you include to satisfy a client?

A warranty.

DavidC · 12-30-2008, 12:38 PM

When a prospect makes a point to tell me how much they've been taken advantage of by previous contractors, my radar goes blip, blip, beeeeeeeep and my hand automatically covers my a$$. Too many times have I taken the bait because I knew we were different and better. But somehow the customer will find something wrong (real or imagined), blame me (another of the same cloth), and reach for my wallet to compensate their injuries. I'd run.

If you must take the job anyway detail what you will do and how, anything pertinent that you won't do, what you expect the client to do and when, and a reference to settle differences on technique such as a printed industry standard manuel. A detailed proposal can solve a lot of debates before they start. And definetly don't forget a solid contract with front loaded payments. I would be expecting problems from this one.

Good Luck
Dave

**Ed the Roofer** · 12-30-2008, 12:39 PM

I would proudly add a new clause to the contract, called, the Mrs. HO Clause, which specifically states that no short-cuts from the proposed and accepted scope of work will be taken and to ensure that, after every phase or task, photo documentation and actual visual and written confirmation will be expected to be reviewed by the home owner.

That clause would then become part of my selling strategy, along with the referenced story on how it came to be implemented, so that from that point on, every new customer had a name to put to the fact that other contractors take short-cuts, but we provide a method to resolve that possibility with the steps we self imposed on our own crews and documented by the home owners.

Spin this for all it is worth. Even if this job does not come through, the story with a persons name on how the system was developed would be a great consumer confidence builder.

Ed

rbsremodeling · 12-30-2008, 02:15 PM

Quote:

Originally Posted by Ed the Roofer

I would proudly add a new clause to the contract, called, the Mrs. HO Clause, which specifically states that no short-cuts from the proposed and accepted scope of work will be taken and to ensure that, after every phase or task, photo documentation and actual visual and written confirmation will be expected to be reviewed by the home owner.

That clause would then become part of my selling strategy, along with the referenced story on how it came to be implemented, so that from that point on, every new customer had a name to put to the fact that other contractors take short-cuts, but we provide a method to resolve that possibility with the steps we self imposed on our own crews and documented by the home owners.

Spin this for all it is worth. Even if this job does not come through, the story with a persons name on how the system was developed would be a great consumer confidence builder.

Ed

Pure Genius Ed

that is a very good idea, one of many that you have had this year.

You know I think you should become a construction consultant

I am going to start defending you in all those nasty PM I get about you, I don't care what they say your OK with me Buddy

copusbuilder · 12-30-2008, 02:28 PM

I have to agree with the above post that states the alarms going off.

Nothing worse than being under the control of someone that has limited knowledge of the trades. Imagine if you use something that "she" doesn't see "fit" during the job.....she just assumed you knew what you were doing?

I might be wrong but the after engineering that takes place with many customers seems to be a forgone conclusion with this one.

She must have a hell of a pre nup

**Ed the Roofer** · 12-30-2008, 03:10 PM

Quote:

Originally Posted by rbsremodeling

Pure Genius Ed

that is a very good idea, one of many that you have had this year.

You know I think you should become a construction consultant

I am going to start defending you in all those nasty PM I get about you, I don't care what they say your OK with me Buddy

It's about time someone stuck up for me. I hear that the PM's work overtime when I post up. Nathan had to upgrade his server just for that reason.

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Ed, The Coaching Buddy, Guru, Advisor, Mentor, Web-Site Analyst, Networking Liaison, Author, Lead Generator, Marketing Specialist, Branding Expert, Legal Commentator, Ethics Board Member, etc...

or,

Just, Ed The Roofer

Thats All Really

SCCTrim · 12-30-2008, 03:13 PM

you forgot...Moderator

English Roofer · 12-30-2008, 03:37 PM

She sounds to me that she likes to moan for the sake of moaning!, some people will never be satisfies and there at there happyist when there bitching about someone or something! what every you do it wont be good enough!

SCCTrim · 12-30-2008, 03:44 PM

I think Ed has the right idea here, cover your ass in your contract and use it as an example in the future.

wayne3434 · 12-30-2008, 03:48 PM

some homeowners watch diy network and think their contractors.

**Ed the Roofer** · 12-30-2008, 03:52 PM

Quote:

Originally Posted by SCCTrim

you forgot...Moderator

I intentionally left that off of my resume'.

That was just a token gesture, due to my charm, whit and devilish good looks.

Ed

WisePainter · 12-30-2008, 04:09 PM

Quote:

Originally Posted by wayne3434

some homeowners watch diy network and think their contractors.

I encounter that customer on every fifth bid.

duckdown · 12-30-2008, 04:46 PM

OK, this shouldn't be about attacking customers. It should be about how to encourage others within the trade to deliver quality. Let's face it, half of those in our line of work don't even deserve to bag fries at Mickey D's let alone work on someone's home.

I don't see it as being picky if the customer sees failure in work product several years down the road. She isn't asking for additional warranties, only for some form of guarantee that I will not skip steps.

Let's try this as another example. Whenever we do home theaters, we typically install two layers of drywall where the first layer is usually taped. One could take a shortcut and hang the drywall without the customer being the wiser, but it would rob them of the maximum potential of their home theater.

I would of course finish the job and make sure satisfaction was there, but let's say it is discovered twenty years ago where it became known that I took a shortcut, then all it results in is bad will towards contractors who come after me.

Let me restate, I think her request is reasonable, I simply have no idea how to capture the essence of the request in written form.

odellconstruct · 12-30-2008, 05:29 PM

i would hire her as a helper , cause she prob be looking over your shoulder throught the job . making sure you do things correctly .then she get to see what your doing and materials being used problem solved .. then write a detailed list of materials and time to do such work .. have her sign when done that was done to her satisfaction ..