Hey Everyone....
I'm new to the forum.
This morning I just got off the phone with a homeowner, and it really ruined my day.
Up until now I have never had a problem with this, and ive been working in the business for about 10 years.
I completed a 30+ sq roof this past Saturday. I had 5 bundles left over. The homeowner asked if he gets a credit for the materials. I simple replied, (and this is what I always say to a homeowner when they ask) "I always order a few extra just in case some materials are damaged on delivery or a mistake is made that we need to address. I rather have extra onsite then have to run to the supplier."
99% of homeowners will take this as a valid reason, which is true. Roof measuring isn't a 100% science.
Now for the homeowners who just don't understand that. I will follow up with, "If I had run short on materials, I wouldn't expect you to pay me extra for my mistake."
That almost always nips the question in the bud.
I proceed to load the extras on my truck, and I even left the guy one bundle for "emergencies". All was done, and I was paid for the job. I figured that was it.
Until that phone call this morning. Tried to explain it yet again, but for this homeowner he just didn't get it and continued to believe he got "screwed".
This is the first time I have ever had a customer get in a fight over 4 bundles of materials.
Now if I hadn't already returned them to the supplier I think I might have just brought them back to the guy, but it was too late.
Whats your thoughts ?
PS... My contracts are for the entire roof, I do not break out materials and labor. Its one bottom lump price.
I'm new to the forum.
This morning I just got off the phone with a homeowner, and it really ruined my day.
Up until now I have never had a problem with this, and ive been working in the business for about 10 years.
I completed a 30+ sq roof this past Saturday. I had 5 bundles left over. The homeowner asked if he gets a credit for the materials. I simple replied, (and this is what I always say to a homeowner when they ask) "I always order a few extra just in case some materials are damaged on delivery or a mistake is made that we need to address. I rather have extra onsite then have to run to the supplier."
99% of homeowners will take this as a valid reason, which is true. Roof measuring isn't a 100% science.
Now for the homeowners who just don't understand that. I will follow up with, "If I had run short on materials, I wouldn't expect you to pay me extra for my mistake."
That almost always nips the question in the bud.
I proceed to load the extras on my truck, and I even left the guy one bundle for "emergencies". All was done, and I was paid for the job. I figured that was it.
Until that phone call this morning. Tried to explain it yet again, but for this homeowner he just didn't get it and continued to believe he got "screwed".
This is the first time I have ever had a customer get in a fight over 4 bundles of materials.
Now if I hadn't already returned them to the supplier I think I might have just brought them back to the guy, but it was too late.
Whats your thoughts ?
PS... My contracts are for the entire roof, I do not break out materials and labor. Its one bottom lump price.