Writing Off A Bad Customer

Patrick

Has anyone had to write off a bad customer not necesarily for payment issues. But a returning customer who when dealing with on their previous project was a huge pain. Probably not worth the agrivation in dealing with this customer again. Anyone have some ideas for handleing this and his requests for us to do more work for him?

mahlere

don't fret over it...in this world we are all individuals. as a small company, you will not personnally get along with everyone. As your company grows, you may have employees who can deal with different personalities. But until then, if you don't jibe with a customer, life is too short to deal with it. Move on to customers who are on the same page as you. Life will be much more gooder...

Brickie

Yes, I have. I had a repeat customer that had his wife act as the GC. It all looks so easy on "Flip this House", anyone can do it. What a major PITA! Last week they called & wanted quotes on additional work on their project. I told them I can quote it, however, we're booked solid for the next 3 months! To make a long story short, they found someone else.

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“Ron Paul is one of the outstanding leaders fighting for a stronger national defense. As a former Air Force officer, he knows well the needs of our armed forces, and he always puts them first. We need to keep him fighting for our country.” – Ronald Reagan

bill r

Politely tell them the truth.

calypso

In hindsite in my situation I wish I had stayed away, let them know or been just too darn busy. Those were all good suggestions. I worked for one client off and on for about ten years. I was stupid and couldn't say no. After every job I would tell my girlfriend to come up behind me and hit me with a bat if I ever worked for him again. But time after time I would get a call from him when I was starving as an artist and figure he probably wasn't as bad as I remembered. But it was always just as bad, I would be sick to my stomach the whole time, he would want the work cheap and then find anything to complain about and get it even cheaper. Well, I don't work for him anymore. He is the first and last customer I hope that I ever go ballistic over. I said some very loud, bad things to him on my final day.

Driftwood

We all have a life and work rythem. people like this ,disrupt them both.

I only have time for nice people. After some time ,that's all You end up with ! Kinda like weeding the garden

Pearce Services

Bills Right, go with a softened version of the truth.

I was asked to bid some work for a decent guy, but his wife would interject everytime the man spoke, and second guessed everything, she went so far as to ask how I would handle when my employees steal things from her house.

First tactic, raise my prices to scare them away.....didnt work, they wanted to use us.

Second tactic, state that I am very busy, and would not be available for 3-6 months. So they hired another guy, had him work for a little while and fired him, then called, and told me what happened, and said they would wait until I can get there.

So finally the truth.....I just can not do this work for you as it does not seem like a good fit for my company. I still feel guilty because he seemed like a good guy, but am glad I walked away from her.

AtlanticWBConst

It's worked for us for over 20 years:

"Sorry, But we are completely booked for the next 6 months + . I know you want to get this project done. It really wouldn't hurt my feelings if you looked around and got somebody else who could do it.....on your time schedule...."
To this day, we have never heard of anyone ''bad-mouthing'' us.....

You see, we have had 'homezilla' types, and bent over backwards for them. Would we want to do another project for them? Heck no, but that doesn't mean that we wouldn't want to do a job for one of their friends, co-workers, relatives, or someone else that they passed our name onto. If you 'tell them the truth' or tell them off.....you have now ruined that possibility. You have also opened the door for them to say something negative if they were to hear your company name mentioned in passing reference.

We've always applied the saying in business: "Never burn your bridges with anyone ........ In business, this does not help you in any way, shape, or form.

Business is about making a living and keeping work coming in & not letting your emotions get involved when dealing with customers. Even in the case of dealing with 'home-zillas'....We always try to keep things on a professional level, even if they were to choose not to.

-just my 2 cents-

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- Build Well -

Susan Betz

Danger, Will Robinson! Danger! Danger!


That line completely telegraphs everything you need to know about her.

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Fences of Distinction, Ocala, FL
http://www.fencesofdistinction.com

lawndart

Problem customer? Let me tell you the ultimate story.

About 6 years ago, I went on an estimate, to bid a very simple job. We were going to frame a walk in closet in this customers bedroom. They were reffered to me by a previous customer.

I walk in the door, and greet the Husband and Wife. His wife was gorgeous, and he knew it. As a professional I didn't even take a second look at her after I shook her hand, I maintained eye contact with the husband. They take me up to their bedroom to show me the area of work they needed done. I break out my tape measure, write down all the information we need, and in the middle of this, I'm explaining to the customer what we're going to do.

Big mistake, I mentioned the word "stud", and he abruptly cuts me off. He says " HEY NOW..... DON'T CALL IT A STUD.... IT'S A 2 X 4 " Practically yelling at me. Right then and there, I realized just how insecure this man was about his wife who was standing right next to him. At this point I decided I wasn't going to be doing this job. So I said to him "In my line of work we call it a stud, I'm sorry if I make you feel threatened by using a very basic term". I looked at the wife and said "Good luck with your project, and in your marriage, I don't think were a good fit for the two of you" She was embarassed, and started yelling at her husband as I walked out the door.

You see all types in this business.

Chippewabuilt

Have you ever heard of the BCR, check this site out it is were you can rate customers from bad payers, picky, . walways trying to add stuff to contract for free so you know who your dealing with, iI think it's a great site i have loged in my customers that way mabie the landscaper is warned and if the landscapers a member and he logs his problem customer it warns me that it could be a problem and then i will know how to handle. www.thebettercustomerreport.com

hcecalaska

when i have a customer that i realy dong want to work with anymore, but they keep asking, i just inflate my price to the point that its worth the price to do the work, either they pay for the headache or more on.

Ed the Roofer

Chippewa,

Are you on the payroll for that reporting agency?

It seems as if nearly every one of the posts I have seen from you is constantly advertising for them.

Please add some more depth into the topic replies instead of just being a keyboard billboard for them.

Ed

POOLMANinCT

seems like a weak subjective tool,
i doubt a deadbeat would really care if they were listed...

now if you want their attention, hit the credit score

__________________
......Less with the jaw & More with the paw.....

POOLMANinCT

__________________
......Less with the jaw & More with the paw.....

POOLMANinCT

Quote:
Originally Posted by Patrick
Has anyone had to write off a bad customer not necesarily for payment issues. But a returning customer who when dealing with on their previous project was a huge pain. Probably not worth the agrivation in dealing with this customer again. Anyone have some ideas for handleing this and his requests for us to do more work for him?



sure have & when i saw the FOR SALE sign go up in front of his house i was elated, ok i admit i kept an eye on that sign & made sure he's gone

__________________
......Less with the jaw & More with the paw.....

POOLMANinCT

sorry for the multi posts,

i was just considering the bettercustomer premise...
i wouldnt want to warn competition about a dead beat trouble maker, i would like their schedule & resoources to suffer...

__________________
......Less with the jaw & More with the paw.....

Chippewabuilt

as for the comment of adevetiseing on a dead beat site they ask me if the could put it on ther site. why would i say no you cant they took it from my web site mabie youshould check it out and see what a real contractors site looks like.

Chippewabuilt

www.chippewaconstruction.com

Chippewabuilt

poolman your just as bad as the worst custmer guy could get why are you talking to competition here. it perty sad that you would let a fellow tradesman walk into a bad job. what gose around comes around i guess thats why your doing pools .