Customer Complaint - Contractor Talk - Professional Construction and Remodeling Forum

navco1390 · 07-11-2006, 09:18 PM

I have a customer who has been hard to work with from the get go. I am returning tommorrow to finish after they had the concrete stain over the last 4 days. Got a phone call from customer who basically said if i can't finish the job to let him know so he can get another painter. He complain about small things not completed but I told him on numerous occasion that the last day would be my touch up day. At what point do I tell him to take his money and find someone else. If I have to stay another 4 days I'll be in the RED.

Cuz · 07-11-2006, 11:13 PM

i would suggest sticking with it make them happy and after all it is your reputation on the line, And the red i believe it will be all for the good it can be somthing you make up for in the future.

Jonesey · 07-12-2006, 05:59 AM

Unless it gets really bad, I'd stick with it. I've had to change my system here because of just that kind of customer. I touch-up each stage as I go, then run final touch-up on last day, and I charge for it up front. I've had it hurt like heck once or twice but I've also gotten a referal or two out of customers I thought were the worst.

copusbuilder · 07-12-2006, 07:51 AM

The guy is saying "if you can't finish the job then let me know and I will hire someone else" . I'd sit and have a good stern talking to him. When they get this attitude they can have you dancing around like a puppet on a string.
If it is one thing that infuriates me it is people watching your jobs and rating them while you are still doing them.
When my painters get a customer like this I tell the customer to back off and let them finish. Then if there is a problem we will talk about it.
If they keep going I make sure I stay ahead of them financially.

**slickshift** · 07-12-2006, 06:18 PM

Quote:

Originally Posted by navco1390

...Got a phone call from customer who basically said if i can't finish the job to let him know so he can get another painter.

He complain about small things not completed but I told him on numerous occasion that the last day would be my touch up day.

At what point do I tell him to take his money and find someone else.

Follow your gut

The only times I have been hosed is when I haven't followed my gut

It sounds like you were pretty clear about when the touch-up time was
He sounds like he's just being a jerk

Do you really think he might not pay you?...or he's just being a jerk?

kbdesigns · 07-12-2006, 09:07 PM

I just went through this with a client. She actually sat in a chair and watched me work for 9 hours! She sat there critiquing my work and making comments like "you should blend it in more in that spot" I thought I would snap her neck! I kept thinking about the job I completed last week and my clients were absolutely wonderful. They gave me a $500 bonus and a beautiful vase. I just about walked off yesterdays job several times and now that it is done, I wish I had. It just was not worth the aggravation.

Troy · 07-12-2006, 10:04 PM

Sometimes it's really tough dealing with difficult people it wrecks your day. However I agree you should stick it out. Remember this stat. a dis-satisfied client speaks eleven times of what they beleive was bad service, while a satified client will speak 3 times. The three good referals are WAY more valuable. Make lemonaid out of a lemon sometimes they become your best client in the end and you can always say your way to busy the next time they call you....

1Painter · 07-13-2006, 01:17 PM

Stick it out. Make the owner write a list of things, do them. But tell them one list ONLY. Put them on the other side of the fence. Make a nother list it's going to cost you. GOOD LUCK !!!!!!

copusbuilder · 07-13-2006, 01:25 PM

O.K. Navco1 we are all patiently waiting to hear the scoop.... or are you still there working

SgtBaldy · 07-14-2006, 03:39 PM

What 1Painter said. Have them write it out on paper and initial it. Do it all sternly but with a smile.

copusbuilder · 07-14-2006, 05:15 PM

Quote:

Originally Posted by 1Painter

Stick it out. Make the owner write a list of things, do them. But tell them one list ONLY. Put them on the other side of the fence. Make a nother list it's going to cost you. GOOD LUCK !!!!!!

Problem with that is the list is going to be soooooooloooong and contain things like original sheetrock blemishes. Flaws in the original texture and crap like that.
My company does all sorts of remodelling and painting has always been the hardest item to satify customers with.
They all think 'any one can paint" When in reality very few can paint. Just a bunch who think they can

I think I confused myself on that one.

Tom Rohland · 07-15-2006, 05:20 AM

Make a list?

What kind of BS is that? LOL

You're the contractor. Complete the job as agreed, collect the payment and move on to the next one.

What's the problem?

Tom Rohland, Jr.
Ranger Painting & Pressure Cleaning, Inc.
Lake Mary, Florida

PS Make good customer relations and a quality product the foundation of your reputation.