Importance Of Doing Things By Email And Using Contracts

HellisLikeNewrk

Just had a customer e-mail me that he wants a price reduction on some insulation work I am doing on floor that is open to the outdoors underneath (once was a porch and was later enclosed as part of a living space).

He states that I told him I would build out the floor joists by several inches. Checked all the emails, contract and quote. I did say I would build them out, but did not specify a depth (have to make this more clear on later contracts). The building out was to be done with furring strips in order to make a level surface for gypsum board. Turns out, the joists were all level (first time this happened), so I didn't need furring strips. So he is upset about this.

Next item, he is upset because I removed the existing fiberglass (a lot of it had pretty much fallen out on its own). He stated that I said I was going to blow cellulose on top of the existing fiberglass. Checked all the emails... this only applied to the attic space where I had 20 inches+ of space above the existing fiberglass. I quoted R-38 but gave him R-50 (I needed extra to make sure an adjoining interior wall to the attic space was covered). Didn't charge him since I price stuff like that into the job.

Lastly, he stated that I told him I was going to paint the gypsum board underneath the home to seal it. I really don't have a problem with this. Its only going to take a short time to spray paint on the gypsum. But nowhere in the contract or any correspondence is this discussed.

Now I just have to figure out how to explain this to the customer without pissing him off. I am thinking it might be best to have a meeting and then follow-up with an email re-stating everything discussed.


Writing up the next contract for another customer. I am making it very detailed to hopefully not have this happen again.

KentWhitten

You need to sit down with this guy and have a nice calm talk with him and get control of your job back.

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If you correct your mind, the rest of your life will fall into place ~Lao Tzu

Custom Cabinetry - Portland, Cape Elizabeth, Scarborough, Kennebunkport, Yarmouth, Falmouth, Cumberland, Ogunquit, Maine

Salmon Falls Cabinetry

HellisLikeNewrk

yeah.. I have a bunch of extra work that was done by the hour I need to go over with him. Might as well sit down with him this Saturday and go over it all. Emotions and sincerity don't translate well over email. Last thing I want is a customer thinking he is getting ripped off.

drywallnflorida

we make sure are contracts are very clear of what is going to be done and what is not to be done.

Tscarborough

Email is good for communication, not so good for dispute resolution. You need more face time and hard paper.

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It ain't Rocket Science unless you are building rockets.

concretemasonry

It looks like the cutomer is asking for things or claiming they were promised and wants a confirmatiom from you as to what was actully discussed. A common ploy that can only be handled face-to-face. - If you get the job, you can only expect more E-mail during the progress, so don't fall into the trap.

You can always wrestle with a pig in the mud, but he enjoys it more and he will probably win since he chose the battleground.

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Dick

Engineer, designer and consultant recently active domestically and internationally on construction and design in about 35 countries.

Double-A

One phase comes to mind.. Scope of Work.

Exhibit A should always be your fall back position for dispute resolution when you're told you haven't performed as promised. We warn the clients to get every choice in writing or to hound us until they do. Shut the job down and hold us to the stop work clause if they don't. We want them to, because it protects everyone involved.

It takes 10-15 minutes tops to write a change order. It takes a career to build a reputation.

I wouldn't trade our reputation for a tinker's "damn". Why would you stake yours on something you may or may not have intended when you said something you thought was only a reply to a question asked out of curiosity and not really a request to be taken seriously?

Write it down and know.

Write it, mean it, do it.
or
Say it, and regret it.

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"My clients’ wishes are the center of my attention." -- David Guido, a contractor in Woodstock, N.Y.
New York Times, July 20, 2006

onenia

My last job I had a customer like that. Thank God for the detailed contract. I couldn't go to his house without pulling it out on each visit and pointing out where that item wasn't covered and that a change order request would be needed. Most people are fine but it is always better to be detailed for the few people that will try to take advantage of you.

I think you need to put your foot down and say enough is enough. Think about it, the customer asks and you keep doing the work, so why on earth would he stop asking for more? Who wouldn't want something for nothing?
Be firm, be professional and be polite when you say" I'll be happy to do the additional work at a cost of ..." and depending on your mood you might feel like giving him a smile for free

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Houston remodeling company | Kitchen remodeling | Room additions

wackman

I agree with everyone. If it's not so clear then it's best to explain the situation and then probably to do this work since it sounds so minor.

Then take this lesson to the bank and get more detailed for now on. Soon it'll take a serious problem to really get your feathers ruffled.

I do most of my correspondence by email now since I have it forever and can go back to it for clarification, so can they. Problems can solve themselves sometimes.

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"I only bother remembering things that I can't easily look up." Albert Einstein

d-rez

I guess you now know what a 'specifications' page is for!