How To Be Tactful...

6504 Views 37 Replies 30 Participants Last post by steex, Aug 31, 2013

1929chrysler

Discussion Starter · Aug 28, 2013

Ok, I have a customer who is a VERY big woman (at least 400lbs.) She wants a new toilet and made it clear to me that her size is of concern with the new toilet and wanted options. I got back to her with some pros and cons with each. I mentioned how in commercial establishments you'll see elongated toilets because they are friendly to disabled people and have more surface area for better support. It was my way of trying to be tactful in telling her the best toilet for her big a$$ was an elongated one. She didn't like my explanation and seemed to become very offended.

I tried to smooth out my explanation as best I could and she seemed to settle down. NOW, she has a concern about the quality of the toilet seat. I want to recommend "The Big John" seat. It is designed for large people and can support over 1,000 lbs.

The problem is I'm afraid she's going to become offended again. How would you recommend this product while being as tactful as possible?

1 - 20 of 38 Posts

Dustincoc

· #2 · Aug 28, 2013

Have you checked to see what weight the toilet can support? For some reason or another I'm thinking a standard toilet can only hold 400-500Lbs.

Have you beefed up the framing around the toilet? With large people, the wax ring gets compressed and starts to leak in my experience. You might also consider a waxless seal.

I'd just assure her you are putting in the best toilet seat available, no need to tell her what its called or what its designed for. In my mind, she brought up the issue of her size and if you addressing that issue offends her, thats not your problem. She would probably be more upset if you installed a standard everything and ignored the issue.

Reactions: 2

Dave in Pa

· #3 · Aug 28, 2013

She did start by saying her size is a concern, THAT is a givin! Just be honest as you are and can! She is LARGE! She has to know that, and has to accept that fact! You are only being honest, giving the customer what is needed to your best knowledge, price, and warranty, if you do the work, I am sure that she will want you to do the work, and NOT have a issue! If not, tell her someone-else can do the work, for sure!

PS a long time friend Plumber who has past away, once had a customer, I am going to explain this best way that I can! That was "light on his feet", and, after installing a new toilet, it leaked for the next 3 times or new wax rings, new flange, etc. Joe, stated then,
"you need to pleasure elsewhere, not there!" (in so many words, I put it politely), NEVER heard back from him after that! AND he PAID the bill with a TIP!

See less See more

CENTERLINE MV

· #4 · Aug 28, 2013

See less See more

Reactions: 3

mudpad

· #5 · Aug 28, 2013

I put these in some jails. Not that large but will handle the weight.

Getting things lined up properly would be the key here.

See less See more

GO Remodeling

· #6 · Aug 28, 2013

1929chrysler said:
I want to recommend "The Big John" seat. How would you recommend this product while being as tactful as possible?

Rename it. Call it the "Atlas Toilet Seat" or something sturdy sounding.:thumbsup:

Or just tell her about it without naming it. Problem solved.

tedanderson

· #7 · Aug 29, 2013

1929chrysler said:
She wants a new toilet and made it clear to me that her size is of concern with the new toilet and wanted options........

It was my way of trying to be tactful in telling her the best toilet for her big a$$ was an elongated one. She didn't like my explanation and seemed to become very offended.

She got offended because you were beating around the bush and you didn't have enough fortitude to acknowledge her size when when she came right out and said, "I'm fat. I know it. Now gimme something that won't kill me during one of my marathon sessions."

The only thing worse than making fun of someone who is noticeably different is pretending like you don't even notice that they are.

Reactions: 2

Joasis

· #8 · Aug 29, 2013

If the customer is predisposed to get offended, it won't matter how you do it, they will not like it. That said, simply gather up a few brochures and let her choose.

I offended a lady yesterday while discussing her proposed new home without intending to by simply staying that at her age, aging in place needs to be considered. I guess she thinks 70 isn't old.

Reactions: 4

hdavis

· #9 · Aug 29, 2013

I don't think anyone likes a seat that seems flimsy or wiggles all over the place after a little while. Just tell her you don't like seats that seem flimsy or wiggle all around, and the big John won't seem flimsy or wiggle all over the place. You still have to make sure it will be comfortable for her.

EB isn't just for disabled, that's actually ADA compliant toilets. EB is readily available in non-ADA. It isn't just about support, it's about being able to get a hand down through past a big gut. Better access on an EB.

mski

· #10 · Aug 29, 2013

Buy 3 different seats and have her pick the one she wants.

TNTRenovate

· #11 · Aug 29, 2013

I wouldn't read too much into it. Maybe you expected her to be and there for saw it where it wasn't? If she mentioned her size, then I can't see her being too offended. So far it sounds like you have plenty of tact. Keep doing what you are doing. You didn't name the seat, give it to her as it's given to you.

Jaws

· #12 · Aug 29, 2013

mudpad said:
I put these in some jails. Not that large but will handle the weight.

Getting things lined up properly would be the key here.

Jail house toilets with an outside flush mechanism brings back memories :whistling

WarnerConstInc.

· #13 · Aug 29, 2013

Just tell her you are going to get her the best toilet and seat that will handle a women of her stature.

deter

· #14 · Aug 29, 2013

"bariatric" toilet seat

jlsconstruction

· #15 · Aug 29, 2013

Jaws said:
Jail house toilets with an outside flush mechanism brings back memories :whistling

Spend a few nights in the slammer? Or installing them?

jproffer

· #16 · Aug 29, 2013

Install the toilet you think she needs. Ask her to have a seat and try it out (with her clothes on)...and when she does... "OMG, get up, get up"

but really though. She didn't ask you for the name of the toilet, she asked you for one that would hold her. Give it to her, get paid, on to the next job.

Itrimit

· #17 · Aug 29, 2013

Maybe if you could find one endorsed by Austin Powers arch enemy "fat bastard" she might go for that.

tedanderson

· #18 · Aug 29, 2013

I just realized something.. when you told the lady, "for the disabled", you basically called her disabled. It might not have been intentional but nevertheless, when you sell a handicapped toilet to someone and brag about how handicapped friendly it is, you are calling fat people handicapped. That's why she got offended.

Timo

· #19 · Aug 29, 2013

tedanderson said:
I just realized something.. when you told the lady, "for the disabled", you basically called her disabled. It might not have been intentional but nevertheless, when you sell a handicapped toilet to someone and brag about how handicapped friendly it is, you are calling fat people handicapped. That's why she got offended.

And that's why I started using "universal" many years ago. I am the last one to be considered pc, but think about it. Easy living is for the able bodied also. You never know when you'll have an issue, no matter how short term, that will be made easier through a more thoughtful design.

Reactions: 2

ready to roll

· #20 · Aug 29, 2013

You always gotta be sensitive with customers. If they're old you don't want to remind them of it. When the ole' lady said she was 70 you should say "wow, you don't look it". And ya, if there fat they don't want to be reminded of it even if they mention it. I was painting the inside of a real nice "mobile Home" when the carpet guy showed up to give a bid. He told the owner that "the new carpet would look real good in this trailer". As soon as he said "trailer" he had sealed his fate and was out the door.

Reactions: 1

1 - 20 of 38 Posts

This is an older thread, you may not receive a response, and could be reviving an old thread. Please consider creating a new thread.