Customer Complaint

navco1390

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

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

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.

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Steve Jones
steve@jonespaintingonline.com
Jones Painting Feel the difference service makes

copusbuilder

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.

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www.etexasrentals.com
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AkA Richard Cranium

slickshift

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?

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Signature Quote

Quote:

Originally Posted by ModernStyle I have never used this crap before and I pray to the paint gods that I never have to use it again, I would rather use Behr

kbdesigns

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.

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Kathy
www.kbdesigns.biz
www.talkfaux.com

Troy

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

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

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

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www.etexasrentals.com
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AkA Richard Cranium

SgtBaldy

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

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Tampa Painters

copusbuilder

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.

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www.copusconstruction.com
www.etexasrentals.com
www.thelakevoice.com
AkA Richard Cranium

Tom Rohland

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.