Dear John - Page 2 - Contractor Talk - Professional Construction and Remodeling Forum

J F · 11-02-2009, 08:32 PM

And the proposal (not estimate)...

J F · 11-02-2009, 08:43 PM

I have done the "kiss off" letter a couple of times...here is the nice one...

"Hi xxxxxxx,

Thank you for your recent email.

After carefully reading through your attached renovation process, while we appreciate being considered as your possible contractor of choice for either the design and/or build phase, we are going to have to regretfully decline to continue to be involved in your vetting process.

I wanted to let you know as soon as possible, to help you in your further decision making process, regarding both the design phase as well as the build phase.

Again, thank you for your consideration, we wish you luck with your project and hope it turns out to be a beautiful and useful addition to your home.

Sincerely,

"
______________________

This was in response to the pdf below and a few emails/telephone calls (and one meeting) with the prospect.

davitk · 11-02-2009, 08:50 PM

My, what a tough peanut gallery we have here!

I have always had a minimum charge policy, and my rates have not increased in the five years I have worked for these people. As a matter of fact, two and a half years ago when everyone was raising prices or tacking on a fuel surcharge I was one of the few who remained steady.

The issue with that last service call was not so much the 90.00 charge, but the 90.00 charge for an "easy" repair. Like I stated earlier, the details are not important to this thread; it just seems now days more and more homeowners do not fit the profile of what I consider to be a good customer.

And yes, I do still pick and choose whom I will work for.

NormW · 11-02-2009, 08:52 PM

I've fired a couple employees... and a lot of bosses... but never a customer. Uhm, hmmm... is a boss a customer?

Yep! I'm guilty

Nothing ever, ever pleases me more than telling some prick of a GC, what a f'n scum bag of a crook he is... I especially enjoy my wife's reaction at the dinner table, when I tell her how I told off, yet another boss... Guilt, does slowly creep in, as I kiss her goodbye at the door, as she faithfully goes off to her miserable job each morning, while I bask on the coach, in my dwindling glory.

Anyway, with a Home Owner customer, I tend to be a little more carefull. In your situation, maybe telling them your "too busy" the next time they call, may get them thinking... with out burning the bridge completely.

The GC might forgive you for roughing up his mother's reputation. But I doubt a home owner will forgive the slightest slight. But honestly, some of it seriously deserve it...

J F · 11-02-2009, 08:53 PM

I think the "toughness" is coming from not getting any back story or info that led up to your "dear john" letter.

Come on man, what do ya expect? Ya just can't post the end of the story without allowing for what led up to it....right?

J F · 11-02-2009, 08:57 PM

Let's just say, for example, I posted:

"I'm writing this from county jail (who knew they had internet access here?), so I have to be brief...but....have any of you ever been charged with hanging your neighbor's guinea pig from the lowest branch of your cherry tree? (by his hind legs, of course)."

davitk · 11-02-2009, 08:58 PM

Quote:

Originally Posted by J F

I think the "toughness" is coming from not getting any back story or info that led up to your "dear john" letter.

Come on man, what do ya expect? Ya just can't post the end of the story without allowing for what led up to it....right?

Have you ever tried to dump a girlfriend who just won't let go? Well....

J F · 11-02-2009, 08:58 PM

I mean, ya would at least want to know why it was from the lowest branch, right?

or, by the hind legs, si?

Pearce Services · 11-03-2009, 06:26 AM

A little effort when taking the initial call might help... "I would like to remind you that we have a minimum charge of $90 which includes 1/2 hour travel and 1/2 hour onsite, if this is just changing a light bulb, is there anything else I can do for you while I am there...smoke detector batteries, other bulb etc?

CookeCarpentry · 11-03-2009, 06:46 AM

You should refund the "tens of thousands" of dollars worth of work.

jmhorsager · 11-05-2009, 01:46 PM

I thought this website is where you post bad customers names, too bad.

72chevy4x4 · 11-07-2009, 11:35 AM

I have a service call charge-not that kind of business for me, but my repeat customers sometimes get the little stuff for free :-) Tens of thousands of dollars of work is appreciated.

skipdow · 11-15-2009, 04:05 AM

I read about a guy who to drum up more business gave away free work

see what he did was go back to all of his previous clients and did service/warranty work for free. He'd call up and say he'd like to inspect the work to make sure everything was still working rite or check the caulking etc. Usually all that was needed was a little caulking or a small adjustment, nothing too out of pocket but the customers thought this guy was from heaven and was the first one to be called or recommended when some real work needed doing. My rule is if I'm not out of pocket any big bucks I do it for free. I mean I got a customer that I billed 15 grand for my previous job and now I want to ding them $80 for a 20 min job

"All fixed Mr.smith , no charge . Thanks for the business"

davitk · 11-15-2009, 06:19 AM

If you work in this business long enough you'll ultimately realize you don't want to work for everybody...

...nor should you. Even previously "good" customers.

And believe me there is a back story here...

Tom R · 11-15-2009, 08:22 AM

Right, - - there are some 'good' customers who feel they've paid enough through the years they should start getting work for next to nothing.

Sianorra . . .

J F · 11-15-2009, 08:51 AM

Quote:

Originally Posted by davitk

And believe me there is a back story here...

ya fvkn tease

**Gus Dering** · 11-15-2009, 11:09 AM

I tell people that as long as I am alive you have a warranty on my work and please call if anything is a miss. That covers any service call work on my stuff.

But If I do a 25k kitchen for someone and they have a problem with a desk in the kids room, I jump all over that like it was mine too. While gently pointing out the structural defects of this inferior piece of work.

There are those that feel entitled to special treatment because of all the work that we have done for them. My guess is those are the ones this thread is really about. Each case needs to be handled differently and a good back story would flush out some better advise. But it sounds like the letter has been sent so what are we doing here?

Did you guys know that I was shot with my own gun by a disgruntled girlfriend? I fired her about a month later.

Just checking, I won't bore you with the details

True story

Tiger · 11-15-2009, 12:05 PM

Quote:

Originally Posted by Gus Dering

Did you guys know that I was shot with my own gun by a disgruntled girlfriend? I fired her about a month later.

Just checking, I won't bore you with the details

True story

Are you still friends?

**Gus Dering** · 11-15-2009, 01:07 PM

Quote:

Originally Posted by Tiger

Are you still friends?

Sorry, I really can't go into details.

Big Shoe · 11-15-2009, 10:28 PM

I've given quite a few of my repeat customers a freebie,if it is a simple 10-15 minute fix. Or I'll tell them I'll add it on the next call when they have something more wortwhile. They always seem to give me more work down the road. Also get alot of referrals.

That just the way I am. I consider it good business. For me, that is.

I do have a min. price that I won't go under, If they don't like it they can call their neighbors freind that will do it for less. And I make sure I tell them ''you get what you pay for'' Or ''let them do it then,see ya!''