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What to do with a potential customer that keeps changing their minds?

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dave_dj1

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Discussion starter · #1 ·
I have a couple (they have the money) and have wanted to add on to their log home for a couple of years. Two years ago it was a new kitchen addition, nope, too much money for them. Now (a month and a half ago) they asked me to give them a price for a new living room (20 x 20). I have met with them several times to go over all the details, they insisted two weeks ago to give them the contract (without me going over it with them) I hesitated but finally gave in. ( I know)
Fast forward to today, I was supposed to meet them at 8:00 this evening as she has been extremely busy to finalize things. (get the deposit) because they are both anxious to get going.
Well, at 5:00 this afternoon, the husband stops by to ask if I could come up tomorrow or Wednesday after work. I said why? He says now they are thinking maybe adding on to the back instead of the side) I told him I would but only if she is going to be there! He claims she is the one who keeps changing her mind so I told him no sense talking to him alone.
I firmly believe he is the cheapskate who keeps changing his mind.
The living room on the side would require us to move a crappy little one car garage on a slab (12 x 16) She is perfectly happy to demo it (or at least she was) Their reasoning for moving to the back is to not have to move the garage and do away with the full basement (she wants that for a work out room). He asked me why they couldn't build it on piers? LOL
Long story short, I am going to meet them at 8:00 tonight, I've already told him that I wasn't going to waste any more time until they decide what exactly it is they want. Her brother is an architect and has the plans all drawn for the LR on the side!
I'm about this close to telling them to find someone else.
After me telling him that I have put in a lot of time between the kitchen and the living room that I wasn't going to do it again. His answer to this was "I thought that was part of being a contractor?" GEESH!
I know what half of you would do but in all honesty I could use the work and it's close to home.
If tonight's meeting doesn't go well I am going to tell them I want no more to do with it. PERIOD.
Luckily my brother just started a new house and I have been helping hi on that so I have work.
Sorry for the long winded rant but was curious what some of you guys would do? Like I said, they had a good budget and the price was just a little more than they had planned so it isn't like they had no idea.
thanks,
dave
 
#3 ·
Can't blame you for getting caught up in the sales process, they keep dangling the bait out in front of you. What the guy said would scare me off, "I thought that was part of being a contractor". How many more times are you going to hear that if you get the job?

It's really about who is in control. They obviously are in control now and will run you ragged during construction. You just have to decide if you want to go through that ugly process.

You have done everything you said you would do, and you deserve better treatment than they are ever going to give you. Personally I would just tell them we are not a good fit and wish them good luck in their project.
 
#5 ·
And that's why I don't design or give detail quotes to customers on larger projects. I agree with Framer, start charging, what's it going to hurt? Up to this point they have done nothing but waste your time. It's time to start getting serious.

Tell them that all design work will be billed at $x an hour and that you will credit them the total design charge when they sign the contract.

Good luck brother!
 
Discussion starter · #6 ·
Yeah, kind of hard to be in control when they are the ones with the money.
I like the way you think about me doing everything I have said I would. That alone should be enough for them to get started (which they both have said they want to).
I guess I'm too easy going :eek:
 
Discussion starter · #7 ·
I haven't had to do any design work and the only paper work I have given is the contract for them to sign. We (at least I thought we have) have gone through all the steps, meet, get idea of what they want, she gave me a copy of the print from her brother, I gave them a verbal price at the next meeting, then the contract paperwork when they decide they wanted me to build.
 
#8 ·
dave_dj1 said:
I haven't had to do any design work and the only paper work I have given is the contract for them to sign. We (at least I thought we have) have gone through all the steps, meet, get idea of what they want, she gave me a copy of the print from her brother, I gave them a verbal price at the next meeting, then the contract paperwork when they decide they wanted me to build.
Click to expand...
Then you need to learn how to close the deal.

Want me to come help?:thumbsup:
 
Discussion starter · #9 ·
I'm certainly not a high pressure guy. I believe in letting them take their time, it's their money and the way I look at it, most people aren't used to spending that kind of money without a lot of serious thought.
It's worked for me for a lot of years.
Maybe I should try changing my tactics :eek:
 
#10 ·
I would NOT walk away especially considering the amount of time you have invested already. Its too late to reinvent this one since you cant charge for what you already gave away. Just streamline the meeting and cut straight to the point. You know about how much its going to cost, give them that number and tell them to call you when the print is finished. Be nice and professional. Sell this thing for gods sake!
 
#11 ·
Maybe I should try changing my tactics
>>>>>>>>>>>>

Don't be afraid. Just ask them to make up their minds...

I don't know your age, but there tends to be a tendency in younger people of avoiding asking for a decision.

What is the worst that will happen? They tell you no?

at least then you will not have to keep wasting time.

Dave
 
Discussion starter · #12 ·
Thanks guys, I feel better already about going.
I'll let you know how it goes.
I think sometimes it's nice to know you have others that can relate and see things in a different light as they have no emotional attachment.:thumbsup:
 
Discussion starter · #13 ·
Framer53 said:
Maybe I should try changing my tactics
>>>>>>>>>>>>

Don't be afraid. Just ask them to make up their minds...

I don't know your age, but there tends to be a tendency in younger people of avoiding asking for a decision.

What is the worst that will happen? They tell you no?

at least then you will not have to keep wasting time.

Dave
Click to expand...
I'm 52 going on 25:eek:
I've had customers shell out hundreds of thousands for a new home or an extensive remodel with no issues, and I'v had people balk at a couple of grand to do somethings that are a structural hazard and "needed" to be done.

at this point I am looking at it as a learning experience, it's the only way I can keep my sanity. LOL
 
#15 ·
ohiohomedoctor said:
I would NOT walk away especially considering the amount of time you have invested already. Its too late to reinvent this one since you cant charge for what you already gave away. Just streamline the meeting and cut straight to the point. You know about how much its going to cost, give them that number and tell them to call you when the print is finished. Be nice and professional. Sell this thing for gods sake!
Click to expand...
I am not sure that I would want to work for them as described. Seem to be a pita.
 
#16 ·
TNTSERVICES said:
I am not sure that I would want to work for them as described. Seem to be a pita.
Click to expand...
But you dont need the work. Sometimes people just have a hard time making up their minds. I try to let the architect deal with that stage and then build what has already been debated.
 
#17 · (Edited)
I would tell them you are getting a lot of work coming in and they need to give you a $5,000.00 deposit to secure a time slot for their project.
Your company policy is first come first serve, with out this deposit, you cannot guarantee you can do the project this year! This is called a fear- of- loss closing tactic!
 
#18 ·
Just like Deckem said, I'd be going after a deposit too! (preferably non refundable)
The amount is up to you, and totally superficial - point is, once they lay out a deposit they are commited :thumbsup:

I wouldn't waste another minute without their total commitment, but I also wouldn't be to quick to walk either.
 
#20 ·
One thing that you can do is make their decisions for them.. but not in an overbearing kind of way. Just simply tell them why you really like their original plan and why you think it's the best idea and why you would do it that way also. That way you give them confidence that they made the right decision and they don't have to second guess themselves.

Another thing that I always tell indecisive clients is that this will not be the last and only time you do this. I will often say, "Let's go with the original plan, finish it, and then if you don't like it, (after you pay me) then we'll work on the aspects that you want to change."

And as long as you show them that you don't mind changing and re-arranging stuff after the fact, they will feel comfortable with paying you for every single rework and change order.
 
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dave_dj1
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