Now The Customer Is Mad, How To Handle?

brm1109

I was called to give a bid for outside property work for a customer. When I got there, I introduced myself to the person working and said I was referred to look at the job. I knew this wasn't the customer but it was apparently a contractor doing other inside work. He showed me what needed to be done and while doing so, he said "what would you charge? So I was honest and told him. He said the owner might not pay it but to call.
Called and got job. Now.
Customer calls back and is mad because I said how much I would charge. He says that now he is in a bad situation because the other guy is mad that he is not being paid for it. My question, if the other guy isn't licensed with the proper permits anyway was I wrong? Now the customer is also mad because they said they have been working with this contractor on other jobs and now he wants to renegotiate the other work.

Cole

Do you have a contract? Finish up the job and split.

brm1109

I do have a contract, but I am concerned about now not getting any future work from here. If this happened to you, how would you of handled it?

SLSTech

Only talk to the owner or their agent about prices. Apologize to the owner, give a quick explanation, get the job done, & don't forget to thank them for their business.

Bleed

If a customer is a male, take a bottle of great red wine, or a nice scotch, drive over there and apologize to him. If its a female, get some roses and a chocolate instead. Just be honest to them, and do a good job, and I'm sure they will give you referrals

skyhook

sounds like she's made at the other guy, not you. Stand your ground and he will be out of there, you get more work. win-win situation.

WarnerConstInc.

I am corn-fused!!

reveivl

Apologise sincerely for your mistake (it WAS your mistake), and never talk prices to any third party again.

If you want to share with others what your costs, overhead or whatever are, then go for it, but when you share the quoted price of a job to a third party you are sharing information that belongs to the customer as well as yourself. There could be many reasons why a customer would not want that information generally known.

Celtic

I agree with others: Don't discuss price w/other trades/tradesmen....it's honestly none of their business.

If he wants to know how much YOU charge...turn it around on him and ask what HE charges....then delve right into "How did you arrive at your hourly rate?" ....by the time you are done discussing OH [we haven't even gotten to profit], he'll have forgotten that he asked you a question

brm1109

Understood, I made the mistake and will try to make it up. I guess it is a live and learn moment. Will not make it again.

silvertree

Live and learn. It never ends.
Honest mistake, you didn't do anything wrong, but

Celtic

I don't know what mistake you made other than talking price to the other guy.
He made the mistake of not knowing his business then trying to renegotiate with the client.

Like skyhook said...



That's how I see it also.

Bodger

IS the "Other Guy" working without a license?
IS the project being done without the proper permits?

If so, the other guy shouldn't be on the site to begin with, and there's nothing for him to negotiate. Anything he's being paid he is collecting illegally.

If I'm understanding this correctly, the jackleg got mad because the client accepted a rate from you that is higher than his and he now wants more.

If you are licensed, bonded and insured and he isn't, you should tell this guy to stop whining and go get in your league before he asks for the same rate.

Not a great idea to let any money talk slip to anyone but the principal though.

And obviously, get the permits squared away ASAP.

timtim2008

exactly, but polite & professional

dirt diggler

I'd be mad too if I were the client.

Both of you all (you and the other contractor) need to quit being like a bunch of hens and do your work. What is it with people?

He is a BIGTIME dumbass for going back to the HO and trying to "re-negotiate" --- what a joke.

You made the mistake of opening your mouth. Now you are feeling the consequences. I'd fire both of ya'll.

There's worse things in the world to have done - but you need to THINK more. Not just you, but many people are like this. THINK a little bit.

Here's a tip too - when in doubt, shut thy mouth. Seriously - if you cannot give a 100% answer in this business - it is best not to say anything. As much of a talker as I am, I am rather choosey with my words ---

How to handle the situation now? I dunno - it's like a serial killer asking a judge "well, what can I do to stay out of the death chamber?" You opened your mouth - hopefully you can see the damage this causes. So, quietly get back to work and leave the job a little bit smarter than when you came. That's how you handle it. A brief apology - if you haven't already made one - would help - BUT, you need to put your head down and go to work. Do a good job, that's about all you can do about this.


Contracting is not just about "doin the work." That's the easy part - hell, a very small part of it. You have to manage the people around you - including your clients, their neighbors, your suppliers, employees, subs, gov't officials - hell, even stray pets every once in awhile.

You HAVE to be good at this part though (the people management) if you are going to be successful.

I will tell you another thing. NEVER NEVER EVER tell someone how much you make, or made. People will look for a way to knock you down. They'll look for a way to take money from you. They will - I promise you. They'll do it even if they are wealthier than you are. You just never ever tell anyone how much you make. This is the financial equivalent of dropping the soap in the shower room.

Especially with times being the way they are - there are some pretty desperate people out there. When someone is drowning, they'll generally pull down whoever they can latch onto.


You're probably thinking "jeez Dirt, enough already" --- but you NEED to learn this lesson. Otherwise, you're gonna be this way for the rest of your life. Dumb and honest. You need to THINK about what you say (yes, each and every little thing) - and often it's the "small-talk" things that get you into trouble.

simplejack

You did nothing wrong.

Sounds like the owner keeps this hack contractor around to do no brainiers, and wanted to get a real contractor to do some work outside where a permit is likely needed. I'd be surprised if they were planning to give you any work inside the house anyway, however, your now in a good spot to show them true quality, especially if the other contractor is complaining.

You might have accidental created an opportunity, because the other contractor will raise his rates on other work and the margin between a scab and a licensed contractor will be smaller. If this customer has a lot of work, lower your price by 2-5% until you get awarded another project and take over, then slowly recover your profit.

simplejack

Waitaminute! was this all over...Hauling garbage?!

aww forget all I said! who cares what trash pickers do!!

neolitic

Not going to beat on the OP.
The only people I want to talk
money with....
someone I'm going to pay,
someone who's going to pay me,
my accountant.