I Just Fired My First Customer

Cole

I am the same way, I am glad to see others.

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Second Look

The original post doesn't include the word "understand", so I don't know where you're getting this. To detail materials and suppliers "down to the nail" is extremely picky, and a major red flag that the customer will want receipts proving what you bought & where... Detailing what will be used is one thing. Where I shop is my business! Good chance the "customer" is a tenant not a HO.

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Second Look home improvement www.SecondLookHome.com
Handyman and Home Repair Specialist in Rhode Island
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john elliott

Nicely put

John

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Ed the Roofer said "John too, in his crass and blunt demeanor.............."

Thewoodman

I think the idea of having license,liability ins, and worker comp info with me in a folder is a really good idea.

Having it there for the customer to take a quick look at could go a long way to ease there minds. Very good advice thanks.



"I have had some of my best learning lessons from my most difficult customers".

Maybe I could sell my quote above to readers digest.

Mark

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Ed the Roofer

I am never ashamed to whip out my full tool arsenal. I want them to see everything that I can provide. My complete package could choke a horse and would definitely intimidate a lesser qualified service member.

I believe you can never extend yourself enough to satisfy some customers, but by addressing their other desires, they too can be left completely satisfied.

The wives, especially, like to check everything out to make sure their complete fulfillment will be met. They realize that what you are offering can not be provided for in house or else they would have no need for your services. This unmet desire for fulfillment is just yearning to be pierced.

I get them to completely understand how each precarious detail will be painstakingly attended to. Significant progress can be achieved if you truly deliver more than they expect upon your initial offering. From the initial contact gaining their confidence, the careful attentativeness to the projected needs throughout, and ultimately, to the final consumation of the undertaking at hand, they will be acutely aware of my continuous hand holding and responsiveness to their every need.

It is all about letting them know what tremendous service you can provide and to follow though with vigor and excitement.

The acceptance of your offer usually is based on an emotional basis versus a monetary one.

Just call me: Pizza with extra anchovies!



WTF am I talking about?

Ed

PressurePros

Same sentiments as everyone else..almost. Requests one through four are the sign of an educated homeowner. Number three is a bit questionable as to detail. Customers deserve to know what materials are being used but not where I buy them or how much I am marking them up.

Where I may disagree with others was in the way you handled things. After discussing the matter with the homeowner I think you can understand from where he was coming. He doesn't want to get screwed any more than you do. He just recieved some bad advice via the internet. You could have easily talked him into compromise and salvaged the job. A simple explanation from your side regarding materials custom ordered for his job being his financial responsibility would probably have rang loud and clear. Its my feeling that this guy simply did not understand the procedure for having a professional do his job and therefore did not know what to expect.

I, of course did not meet the guy so I have no gut feeling by which to go. The sentiment I get from reading your post is that you feel like you may have acted in haste and I tend to lean towards that as well. No one knows what a customer will be like until they have the hindsight to evaluate that. If this were me I would call the guy back and have a man-to-man discussion with him. I think you will both feel better about it and he will likely call you or recommend you in the future.

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Ken Fenner
Pressure Washing PA
Roof Cleaning Services PA

Driftwood

After 45 years in the trades,I have 1 thing to say !

You did GOOD Son , they would have DESTROYED YOU!

kevjob

go with your gut, i just turned down a whole house remodel for smoewhat of the same reasons. He got a lot of info off the web and had an architect drawing whatever he wanted wherever he wanted without regard to codes! So he wants to use a toilet form his mothers house, a pice of trim from here etc... Wanted to talk with my suppliers and wanted to know why i am so expensive just because i do quality work! So long story thanks for your interest in our company but we are not interested in your project. I dont mind questions but when i give you an answer accept it, after all your brother isn't the licensed GC I am.

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Kevin
Basement Finishing Highlands Ranch Colorado
Littleton Colorado, Basement Remodeling
Kitchen Remodeling Denver

PressurePros

LOL. I musta missed something.

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Ken Fenner
Pressure Washing PA
Roof Cleaning Services PA

Dave Mac

not that i really care, lol but since he seemed worried about all the questions, and didnt have the information, i was thinking he did not understand why these clients were asking all the questions for such a "small" job, so i didnt mean he didnt understand the questions, but he didnt understand why all the questions, is the way i read it. I find it odd that all the info the potential client asked for was not included in the estimate, i do painting, and share brocures on the paint i use, and will gladly tell you how much paint i plan on buying, from whear i buy it, differnt trade but i would think the princepals are the same, like i said its his buisness he can run it anyway he wants, just stating my opion on the subject

dave mac

ps i like picky clients, they are usually willing to pay top dollar, and are some of the best referalls out their

john elliott

Do you not feel there is perhaps a small difference between a painting project that needs.........paint, and something where a large number of different materials and fastenings are being used?

I realise you are only stating your opinion on the subject, but you are comparing apples to oranges

John

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Ed the Roofer said "John too, in his crass and blunt demeanor.............."

Ed the Roofer

John,

Speaking for myself, I believe the amount of information the home owner should be made aware of trancends the various trades. I do not personaly think the apples to oranges comparison is appropriate.

As I stated previously, and others had submitted likewise opinions, had the original poster included most of the items in his initial presentation package, there may not have been as much doubt in the homeowners mind to begin with. Maybe that is why he went grasping for advise from the internet.

As a contractor, I not only need to know what I can to do whatever competance level, but also what the pro's and cons are with my competitors, and also what information the homeowner will be prepared to require of me before I ever even contemplate providing the proposal for his homes enhancement.

Would this homeowner still have been so meticulous in his reuirements had he been pre-supplied with most of the information prior to his aprehension level rising to stir up doubts about his decision. It is all about gaining the trust and confidence of the prospective consumer to put these concerns behind them when we initially have the opportunity.

Also, it is fair to say, that when your gut instinct tells you this is not the right customer for you, back off. Accept your decision without wavering, because there is always another customer to prepare for next time, in a more diligent fasion. It is amazing how my own personality is so well received by some customers and a few exceptions just prefer to bang heads about every microscopic detail. People are all different. It is better to know when to walk away, because otherwise, both parties may be in for a battle that was never anticipated initially.

Ed

Driftwood

That's right,You did miss something ! It's called pratical experiance.

After 45 years of building ,and remodeling homes , I see the difficult

people fast. It's survival. A man to man talk? there's only one man involved,and He's wise. AS they say " As it starts ,so it goes "

What do You have to lose on a pressure washing job ? A days labor,

and the customers water .

Stone Mountain

I wasn't there, and I don't know either one of you. It does seem like one or both of you over-reacted, especially you, but again, I wasn't there.
When I quote a cutomer, I will give certain technical details, such as size and depth of footings, joists, what sort of decking, rail style, size, skirting and that sort of thing.
I will never tell them how many nails, or how deep they are, the brand of joist hanger, who my suppliers are and how much I pay for delivery.
If they ask how much labour and how much material: I tell them 25% labour, the rest materials; that way, they don't think they can save by doing themselves.

However, one very painful lesson I've learned after 28 years in this business: if your gut tells you something, listen to it. If you got a bad feeling from this customer you were probably right.
Steve

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BlenderWizard

Back when I was remodeling, if a customer had asked me for that, I would have told them to go f themselves, ESPECIALLY if they asked for #3.

How I use the money from the job is no one's business but mine, if i am doing it on a contract basis.


I agree 100% I only did remodeling for about 15 years, but some people you just can't deal with. In lean times, though, you tend to be more forgiving of irritating homeowners.

PressurePros

It sounds like 45 years has just made you bitter, nothing more. You can go ahead and climb down off the high horse. You make assumptions based on a few printed words. You were not there. You did not speak to the homeowner. Making a claim like you know the situation as some onmipotent being and then backing it up with rhetoric of your experience cracks me up. On what did you base your decision? Your assumptions are cynical. I've been in business for 20 years from retail to service to trade. I've dealt with all types. In fact I have probably seen twenty times as many customers as you have by sheer sake of owning retail establishments. The customer is always right. Start with that assumption and you'll always be successful. Spend the next twenty posts explaining why that statement is wrong and you're missing the point. You take a firm stance on things that matter. Treat people with dignity and earn their business. I wouldn't give a flying F if you hand built the Taj Mahal, with your attitude I would hire someone else.

What did the contractor stand to lose? All homeowner's can be pain. They have every right to be cautious. I'm probably a real PITA to do work for but I pay on time and I pay well for quality work. If you read past your ego I don't think the original poster should have waited until the end to get paid but he let his own ego get in the way of making a rational decision. It sounds like you do the same? Had he talked out the situation with the homeowner it could have ben resolved. We're not talking union arbitration here.. ten minutes on the phone and the contractor may have had an extra couple thousand dollars in his bank account. Guys like you (I'd give you much more respect if you didn't hide behind anonymity) give contractor's a bad name.. All testosterone and ego.

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Ken Fenner
Pressure Washing PA
Roof Cleaning Services PA

Ed the Roofer

At what point in my career should I look forward to achieving the omnipotent status of knowing so much?

Was it after the 1st 5 years, when they say 85 % of all contractors go out of business?

Was it after 10 years, when I've heard 85 % of the remaining decide to fold up?

I'm starting my 23rd year now, and am just wondering when I will achieve supreme business wisdom?

How many years before I will know more than anyone else?

Does anyone have the answer?

Respectfully Sarcastic,

Ed

Driftwood

Save it for Dr. Laura LOL

ABLE1

Very well said Ed. I wish I could have said that.

Oh, the answer is "Never". No one has and no one ever will. But don't give up the quest.


I have been reading this thread and wanted to respond but did not think I could type anything that would be as meaningful to the soothsayers that seem to be beating up on the OP.

The truth is that if "your gut" says walk away then walk away. I have personally fired existing customers and potential customers from time to time. Before I sent my letter of decline or refusal I thought about the circumstances around the issues a great deal. Then after I sent the letter I would second guess myself if I did the right thing. After a day or two that second guessing went away and I forgot about it since I had more important things to do like working with good customers.

Looking back on some of them after reading this thread has convinced me that I did the right thing. There is enough stress in my life that trying to "work things out" "negotiate the deal" "do that psychobabble" just to be politically correct or what ever to do the best for a difficult customer.

Sorry, but at my age I find it by far better to be productive and working with and for people that like what I do and want my service.

To those that think the OP should go back and sit down with that potential customer, your wrong. If you think that he should have been more diplomatic or forgiving in the first place, your wrong. Because for the OP, he found the situation gut wrenching, due to his life's experiences to that time. He walked away. Best thing he could have done. He came here to get some feedback. And he got FEEDBACK. The negative feedback has gotten a little excessive.

I applaud his initial action. Now after this thread his life experiences have increased. The next time his gut tells him something is wrong with the deal or a customer he may react a little different. Or not.

BTW "the customer is NOT ALWAYS right". If they were we would never make any money.

I wish all good profit in the coming week.

Ok, have added my 2 cents. Maybe it will end this thread.
I expect not. I am prepared for the wrath of the soothsayers.

Les

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ABLE1

AtlanticWBConst

FWIW:

We include this little diddy in our contracts:

.....In the event that a request is made by the client for an extensively detailed and itemized charge list of materials and components used on the said project; an additional fee will be assessed to cover expenses incurred for the time required to compile said list(s). This amount will be based on the rate of $100.00 per hour - upon the afore mentioned request....

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