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

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12K views 30 replies 15 participants last post by  dave_dj1  
D
#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
 
B
#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!
 
D
#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.
 
D
#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:
 
O
#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!
 
F
#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
 
D
#13 ·
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
 
O
#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.
 
O
#25 ·
Yeah Been dealing with that right now on a 5 car garage project, got the foundation done and now the homeowner is saying he is not going to have enough room to open the doors on his vehicles. He calls me and tells me we have a problem there is not enough room and wifey wants to know what I am going to do about it? I say "I don't know" and the wife says " Well, you better know!" I say "Why I better know you and the architect designed this I had zero input! You guys had all the meetings about this not me!" I refered the architect to them, next time I will not make the same mistake. Oh! well hope to make a little money on this deal so I will deal with the pita.
 
C
#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.
 
T
#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.
 
D
#21 ·
You may need a dose of Fukitall. Wait for it to kick in, then follow Framer53's advice. It's solid and based on experience.

Some of us just need to be pushed to the point were the outcome is less important than the process. Been there, done that. It's time to let them know that you value your time and have other prospects. You do have other prospects even if they haven't called yet. You don't want to tie up with time wasters and miss a decision maker that's ready.

Like Framer said, ask them, you never know.

Good Luck
Dave
 
#27 ·
I don't do high pressure either. A good, and often true way to get them moving is your schedule. " Look guys, I want to do your project, buy I have to start the project that signs first. If you need time to think or reconsider, perhaps we should post pone 3 months? "
 
D
#28 ·
OK guys and gals, a little update. I received a call early this morning from the HO's wife (the one who makes the big bucks and wants this work done) and she basically told me that her hubby is someone she/we can't rely on him always telling the truth. He has other issues I won't get into here but if anyone is interested pm me.
Anyway, we agreed to meet her this afternoon, meeting went well, we are sticking with the original plan, she had me cut a couple of things off the contract to get her price down a little, I made no concessions, she just deleted a sliding glass door and a porch roof (we can always add the roof later). I just re-wrote the paperwork (for the third darn time) and I am going to drop it off in the morning. She is going to go over the very minor changes and write me the deposit tomorrow evening so I can go ahead and get the permit ball rolling.
yeah me:thumbsup:
Thanks again to all who helped me through this.
dave
 
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