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Client With Buyer's Remorse

 
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Old 07-26-2013, 04:56 PM   #41
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Re: Client With Buyer's Remorse


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Originally Posted by Oconomowoc View Post
The real truth is this, you're probably gonna finish the job. We all have set backs.

Make her eat her words. Double down and totally crush it. Exceed her expectations.

Sometimes these are the type of people who really spread WOM for your business.
But most of the time I find these are the ones I find dont pay and still complain to the internets.
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Old 07-26-2013, 06:47 PM   #42
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Re: Client With Buyer's Remorse


Some additional details:
Our guys were really efficient with the first phase of the project so it went really quickly. Actually quicker than I expected.

Plan to meet with her over the weekend to hear her concerns and see if I can alleviate them so we can proceed.
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Old 07-26-2013, 07:13 PM   #43
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Re: Client With Buyer's Remorse


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Originally Posted by renov8r View Post
She might feel that she is being "taken" since the project is under the 5k mark and is almost done. Why its costing so much when the work is getting done so fast.
Exactly. At half that price, it will take me much longer.
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Old 07-26-2013, 07:29 PM   #44
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Re: Client With Buyer's Remorse


Good luck with that meeting.

For all the newbies out there this happens, not necessarily this exact situation but situations none the less.

Every experienced contractor knows the framing or body goes the fastest and sets the mood for progression but in truth the details eat the most time- and money.

For those calculate jobs by the hour and refund the time used are for getting the aspects of being in business all together. What about estimating the project? Closing the sale? Overhead is a mother that people (customers and inexperienced "contractors") overlook with comments like -count your materials and hours. What about the lost wages for the rest of the week? What about the profit you were expecting to gain on is job?

Line item all these expenses carefully and make sure there is a "padding" or "fluff" number for the things missed on your bid. This amount is negotiable should your time or materials differ from the bid. On $5,000 job, 10% ($500) is the only amount that could be- not should or will be deducted if the ship sails perfect through the finish line.

Last edited by Roofcheck; 07-26-2013 at 07:33 PM.
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Old 07-26-2013, 10:22 PM   #45
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Re: Client With Buyer's Remorse


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Originally Posted by tedanderson View Post
Exactly. At half that price, it will take me much longer.
Half the price I tell the customer to do it themselves and don't bother me. Unfortunately, I've had to tell a few people this before.
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Old 07-26-2013, 11:50 PM   #46
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Re: Client With Buyer's Remorse


that ship sailed at the stroke of midnight of the 3rd day after she signed.
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Old 07-27-2013, 12:06 AM   #47
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Re: Client With Buyer's Remorse


Oh Bu!! Chit....

No wonder so many of you guys are DOOMED to fail....

A problem or issue arises on a job, SOLVE IT.....

If you can not be a problem solver you will forever be just part of the problem....

I'm on a 3.5 mil job, with a 300 page spec book & 82 pages of plans...

You can not believe the he said they said BS that is going on....

I have been appointed as chief baby sitter, bottle washer & PROBLEM SOLVER.....

ALL the issues are getting resolved with FACE TO FACE meetings, NO EMAIL OR TEXTING, and some GENTLE prodding by me...
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Old 07-27-2013, 06:55 AM   #48
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Re: Client With Buyer's Remorse


Quote:
Originally Posted by carolinahandyma View Post
Some additional details:
Our guys were really efficient with the first phase of the project so it went really quickly. Actually quicker than I expected.

Plan to meet with her over the weekend to hear her concerns and see if I can alleviate them so we can proceed.

There's the problem. She thinks you're making too much money per hour.

Last edited by Mississippi; 07-27-2013 at 06:58 AM.
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Old 07-27-2013, 12:08 PM   #49
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Re: Client With Buyer's Remorse


I don't consider "folks not wanting to pay for what they've commited to" a problem of MINE to solve
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Old 08-02-2013, 10:29 AM   #50
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Re: Client With Buyer's Remorse


To the OP, please listen to my story, home owners are a different breed, one of my firms I manage is a strictly home improvement/renovation firm in the LA area, we have over 30 residential remodels going at any time, have 20+ HIS guys selling, high numbers, anyways...

Just when I say I have seen it all well there is always a new twist on issues with clients,fortunately they don't happen often but when you have such a volume as we do I have to get involved about weekly with situations, personalities and circumstances that many would find baffling and how to get out of, all this leads to my advice for you.......

Settle, give back something to the client, either $1,000. off, a trip to Hawaii for the client, dinner at the best steak house in town, Disneyland tickets all paid for, sign a settlement agreement and finish the job and never look back, move on.

I could conduct a 3 day seminar from what I have learned dealing with home owner clients and their SO. Good luck.
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Old 08-02-2013, 11:17 AM   #51
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Re: Client With Buyer's Remorse


We could better advise you with pics...
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Old 08-03-2013, 07:29 PM   #52
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Re: Client With Buyer's Remorse


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Originally Posted by carolinahandyma View Post
I want to her to be happy with the work and I want to complete the entire job for her on schedule. However, I do want to do this at our pre-agreed upon price.
If you have proof that you gave your customer a 3-Day Right To Cancel Without Any Obligation as required in many states then the customer can cancel within 3 days even if the job is 100% completed and you even have to finish the job, or put everything back together in good working condition. The worse part is you even have to give the customer back every penny he (or she) paid as a down payment.

After the 3 days the customer can still cancel the job, but must pay for the portion of work that is completed.

We get many cancellations even after the 3 days and sometimes even weeks after jobs are completed. It is a part of doing business that we have to deal with and the best thing is to try not to get emotional.

This is how we deal with cancellations.

Step 1 - When the customer calls within the 3-Day Period (or notifies us in writing which is unusual) we immediately call the customer and tell them that we have absolutely no problem with cancelling the job. We make this very clear and in a very positive-sounding way.

Step 2 - The customer is satisfied that we are willing to cancel without an argument. Then, we tell the customer that since we have an open and written contract we need to have a Mutual Cancellation Agreement signed. Make an appointment to have the Mutual Cancellation Agreement signed only for the purpose of cancelling the job.

In California, (and probably other states) there is a legal code that says when a Mutual Cancellation Agreement is signed neither party can sue the other and I hate to say this, but even when fraud is involved the customer cannot file a lawsuit nor a complaint with any government agency.

Step 3 - When you meet with your customer you already filled out the Mutual Cancellation Agreement, lay it on the table, tell the customer you are willing to cancel the job, do not try to salvage the job, and explain the details in the Mutual Cancellation Agreement.

You want the customer to agree, agree, and agree as you go down this list:

a) When the contract was signed. "Okay, we signed the contract on 7/21/13, OKAY!" Customer" "YES!"

b) the scope of work that was to be performed was to remodel your bathroom, and, and...... "OKAY!" Customer "YES!"

c) the total contract amount was to be $5000. "OKAY!" Customer "YES!"

d) THE WORK THAT WAS PERFORMED UP TO THIS TIME is we did this and that...... OKAY! YES!


e) THE WORK THAT IS NOT COMPLETED is this and that....

f) The work that you will not complete

f) THE VALUE FOR THE WORK THAT WAS PERFORMED

g) THE WORK THE CUSTOMER WILL COMPLETE

Step 4 - When you get to the value of the work that was performed is where the argument will start. At this point have your exact costs for materials, labor, overhead, and profits in order and I tell the customer this:

"I want to be as fair as possible and I am doing my best so you don't get cheated out of one penny, but at the same time I don' think you want to cheat me. So, lets be patient and iron this out and I am going to work with you until we come up with a price that will make you happy. Or something like that.

You have to keep in mind that most customers are reasonable, most customers don't want to rip off the contractor, and nobody wants to go to court.

If you don't have the ability to keep your cool and go with a plan then you need to have another person go to the customer and do the talking for you. Often, customers will open up to another person and explain with more honesty the reasons they want to cancel. We often call this, 'The Bad Cop Good Cop' solution.

The most important thing about a job is how the contract is written and the clauses in the contract. Our contracts are never less than 7 pages and often more than 10 pages. We go through our entire contracts every year and make many changes to cover these types of situations. It takea a certain amount of work to improve contracts, you have to dedicate the energy and time to go improve your contracts, or you will be bitten very hard at times only because of a few words that are not in your contract. Take the time to improve your contracts, or get mad at only yourself when your contract could have avoided these situations. It is not that difficult to find sample contracts. Every year, I collect contracts from other contractors that I get from customers. I get sample contracts from the internet, read contractor law books, and send my revisions to my attorney for even more improvement.

My company has more than 10 different types of contracts. I have contracts written specifically for plumbing repairs, roofing, remodeling, installing water heaters, drain & sewer cleaning, emergency restoration services, emergency after-hour services, asbestos abatement, mold remediation, and a few more. There is no way that one contract can cover every type of service. And...we always have Mutual Cancellation Agreements in our vehicles because jobs will inevitably cancel.

Last edited by pcplumber; 08-03-2013 at 07:35 PM.
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Old 08-03-2013, 09:01 PM   #53
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Re: Client With Buyer's Remorse


Quote:
Originally Posted by griz View Post
Oh Bu!! Chit....

No wonder so many of you guys are DOOMED to fail....

A problem or issue arises on a job, SOLVE IT.....

If you can not be a problem solver you will forever be just part of the problem....

I'm on a 3.5 mil job, with a 300 page spec book & 82 pages of plans...

You can not believe the he said they said BS that is going on....

I have been appointed as chief baby sitter, bottle washer & PROBLEM SOLVER.....

ALL the issues are getting resolved with FACE TO FACE meetings, NO EMAIL OR TEXTING, and some GENTLE prodding by me...
The difference in the OP and others dealing with homeowner type customers and your 3.5M job is with your 300 page spec book comes a different type customer, decision making abilities included. You are surely dealing with a different customer mentality all together.

Granted a job is a job and a mans word is a mans word but comparing your 3.5m job to a $5000 porch is no comparison. That's like saying if all of a sudden your customer thought your job was worth 1.75m.

That's more in perspective. Where is your community in the brotherhood of fellow contractors to assume this situation in its entirety the industries problem?
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Old 08-03-2013, 09:30 PM   #54
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Re: Client With Buyer's Remorse


Ya,....
Pictures would be helpfull.......

......something doesn't smell write...




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Old 08-07-2013, 11:22 PM   #55
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Re: Client With Buyer's Remorse


Well I went out for supper tonight and ordered a 24oz steak and all the fixings. And after I eat 2/3 of it I felt the price was too much and the other restaurants in town are lower priced so I called the manger to the table to get the price down. ..lol

Just my too cents.
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Old 08-08-2013, 05:22 AM   #56
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Re: Client With Buyer's Remorse


Just discovered this site yesterday so I apologize for stepping out of line at all in regards to list etiquette.

I will sometimes get comments such as "Oh really, that much?" or "Wow, that was a lot more than I expected!" or afterwards "That went fast, How much was it again?"
It is usually with one of a couple quick answers that I respond depending on the type of person (customer) that I am talking with.
1) Actually show them the steps to and job that was done/needs to be done. Once you get past the fourth or fifth step (regardless of how "quick" those steps might be) the customer usually cries UNCLE and leaves the discussion alone.
2) My insurance is X thousand a year, my truck/trailer is X thousand, my tools are X thousands, my business taxes and licensing is X thousand a year (hate CT) and all this has to be paid before I show up to work. I insert actual numbers when talking to the customer. Then I tell them that if they were to take a bus to work.......they don't have to worry about any of that. These are hidden costs that a customer seldom thinks about. They just see 40/50/60/140LOL (whatever) an hour and think that you are taking advantage of them. 9 out of 10 times, the first response back is, "Your insurance is that much!?!"
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Old 08-08-2013, 05:40 AM   #57
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Re: Client With Buyer's Remorse


Surely this job is complete by now. Any updates on how you handled the situation & how the client reacted?

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