IPP's Dilema

BMAN

I read IPP's post with great interest as I recently cut off a customer for the first time since I started out five years ago.
She is genuinely a decent person but in the end she monopolized my time so much (and my crew) that I decided that it wasn't worth it anymore.
She has spent over $10000 with us in the past two years! I would look at these jobs after thinking what great work it was but I cant use it as a referance because of her terrible color choices and because she would piss people off if they called her by keeping them on the phone for over two hours.
She started calling just to talk, and even tried to fix me up with her daughter at one point.
When we were there I always felt uncomfortable because she would sit next to us talking away and asking questions (are you going to get that spot right there?) Yes we are and we are not done is what you always want to tell someone like this.

My question to all of you is this, have you had thess types as customers and how did you handle them?

Brushslingers

Do her daughter and invite yourself to dinner. No really, difficult customers are all over the place, she sounds like someone that would need hand holding indeed, but not worthy of letting go. She sounds bored, and needing attention... sometimes you just gotta say "I'm sorry, let me get to work and we can talk later ok?".

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Benn

mdshunk

I've had the sort of customer that takes a lot of your time talking to you and asking unnecessary questions. Funny thing is, these seem to always be repeat customers. Two customers immediately come to my mind (both women, not sure why). I guess if they find someone that tolerates them, they keep using you. For me, most of my work is T&M, so they're paying me to talk or for me to do work. Either way, I'm getting paid. If I was doing bid work for these folks, I'd adjust the price for each successive job to accomodate what I know is going to happen; wasted time due to talking and constant interruptions. I don't think I'd cut them off just because they're pesty. If they complained about payments or how long the job takes, etc, that's a different story. Just being pesty... I can put up with that.

dougchips

Learn to pass gas on demand. Or have mdshunk teach you to have thicker skin.

Terrence

Uggh I HATE that...

...I've done 25% of the job on day one, and on morning two am getting questions about completion...

I want to say "Are you kidding? I haven't even finished prepping yet..."

You know how mechanics have a sign forbidding customers in the garage because of *insurance regulations*? I want one of those!

As far as being long winded goes... I have learned to tolerate it because it seems to work in my favor. I have a really great reputation around here. When people call my references, they always, and I mean always, ask me if I am related to the reference. I chalk it up to my patience to let them rat on for a little while. I think they find it therapeutic or something. I also think it builds trust as they get to know me better.

Based on my experience, I would say to hang with it if you can stand it, and see if you can use it in your favor. And if you can't, you can always start to cut short with "Well, I better get started so I can give you back your house (or kitchen.. or whatever)..."

Also, the whole thing has taught me better people skills, and I find that the longer I talk to them during an estimate, the better the chance of closing the sale (so to speak...) -- which I also attribute to building trust.

Tuesday I was giving an estimate, and I took two hours with the lady of the house. I took my time, and let her wander off topic a little here and there, but guided the conversation gently. I decided to bid very high since I was taking the long route (120% of my normal rate). By the end, she was making me a sandwich, signing my 120% proposal, and giving me keys to her house so I could do the work while they are out of town!

Good luck, and much patience

hauoli63

My husband has a sign in our office (no customers come to the office) ...



Labor Rates

1. Regular - $24.50
2. If you wait - $30.00
3. If you watch - $35.00
4. If you help - $50.00
5. If you worked on it yourself - $60.00
6. If you laugh - $75.00



Got it in Myrtle Beach ....

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~~ Lisa ~~

www.chantillyplumbing.com

Terrence

I've seen similar, but if you laugh... oh that's great!!

ProWallGuy

You can.

2. Due to insurance regulations and safety procedures, the customer, other contractors, workers, children, pets, and individuals will not enter the work area unless agreed upon by both the Contractor and the Customer. If other contractors, workers, children, pets, or individuals are to be present during the duration of the scope of work, the Customer shall not schedule or permit such activities that will interfere with or prevent the timely and successful completion of the work. The Contractor shall not be held liable for any damage caused to its work by anyone other than the Contractor and its employees. The Customer agrees to compensate the Contractor at the rate of $55.00 per man-hour to correct all such damage.

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Wallpaper Hanger St. Louis
Digital Murals Installation

Terrence

Can I have your permission to cut and paste that into mine?
Much thanks. Very cool!

BMAN

Oh believe me I have a great rep as being apporachable and always talk with my customers on a family level. I talk to many of them for years after, but this one took the cake and I have all kinds of guilt about it but it had to be done.