[pattielewis]

I've never mind accommodating a client when they ask for more info on the status of their project. I usually provide weekly updates. However, this one! He has multiple project managers (5), over 50 residential projects running at the same time and calls me DAILY for a status update on each property I am working on although I can tell him one will be paused for two days for whatever reason. Mind you, I am also providing updates to his project manager. He withheld payment for all four projects until he was satisfied with one in particular then tells me I'm in breach of contract because I am behind on the others. During the conversation, I switched hands and accidentally hung up in midsentence. He beat me calling back and said "Did you just hang up on me!" before I could reply he says "because if you did, I will hang up and call my lawyer!" "About what?" I replied. Needless to say that caused a great needless (like this story) debate. He told me last week he was being "TOLERANT" of my situation when my daughter was murdered the week prior and I took off for a couple of days. "TOLERANT"!! It is a constant battle with him and I am just trying to complete my projects and not look back. Since I am in Florida, I know the "beach" he is referring to is not valid and would not stand up in a court of law. But it apparently works on other contractors. Any similar experience advice on how to best handle this client?

 

[RacinMason]

I'm sorry for the loss of your daughter. He sounds like a a real creep. I would finish all the projects you're currently doing for him and never work for him again. Hopefully he will miss you working for him, and good luck finding a replacement. Good luck.

 

[hdavis]

I hope your contract allows you to stop work if a progress payment is missed, and slip the schedule day for day while you wait to get paid.

If it doesn't you should update your contract for the future.

 

[hdavis]

My gf has a lot of experience dealing with a hole guys. Anyone starts in on her on the phone, she just hangs up. If they call back and start in in her again, she hangs up again. Words, volume, tone, anything abusive or disrespectful.

Works for her.

 

[Seven-Delta-FortyOne]

I always wonder about the off-the-wall situations some people get themselves into and post about here.

Then I remember we’re only hearing half the story.


All I can say is, no one raises their voice at me. It’s never happened. And no one has berated me, nor will they ever.

Its important, for me at least, to be professional, to deliver top notch performance, own any mistakes, fix them before the client ever even knows there’s been a problem, demand mutual respect, and not allow customers to be disrespectful.

But that’s how I am in life, not just business.

 

[Ohio painter]

Sorry for the loss of your daughter.

 

[hdavis]

Not exactly the same, but having to keep random people updated at whim, I just created a restricted account in a computer, and they could log in and see everything in their project, just couldn't make any changes. Real time project tracking, so it was always up to date. The same could be done by running custom reports for customers.

 

[letgomywago]

Not exactly the same, but having to keep random people updated at whim, I just created a restricted account in a computer, and they could log in and see everything in their project, just couldn't make any changes. Real time project tracking, so it was always up to date. The same could be done by running custom reports for customers.

is that through builder trend?

 

[letgomywago]

I always wonder about the off-the-wall situations some people get themselves into and post about here.

Then I remember we’re only hearing half the story.


All I can say is, no one raises their voice at me. It’s never happened. And no one has berated me, nor will they ever.

Its important, for me at least, to be professional, to deliver top notch performance, own any mistakes, fix them before the client ever even knows there’s been a problem, demand mutual respect, and not allow customers to be disrespectful.

But that’s how I am in life, not just business.

I have been there yelled at and angry emails and calls when I was just a lead on jobs. When you have the sense not to take every job it definitely lowers the stress.

 

[letgomywago]

I've never mind accommodating a client when they ask for more info on the status of their project. I usually provide weekly updates. However, this one! He has multiple project managers (5), over 50 residential projects running at the same time and calls me DAILY for a status update on each property I am working on although I can tell him one will be paused for two days for whatever reason. Mind you, I am also providing updates to his project manager. He withheld payment for all four projects until he was satisfied with one in particular then tells me I'm in breach of contract because I am behind on the others. During the conversation, I switched hands and accidentally hung up in midsentence. He beat me calling back and said "Did you just hang up on me!" before I could reply he says "because if you did, I will hang up and call my lawyer!" "About what?" I replied. Needless to say that caused a great needless (like this story) debate. He told me last week he was being "TOLERANT" of my situation when my daughter was murdered the week prior and I took off for a couple of days. "TOLERANT"!! It is a constant battle with him and I am just trying to complete my projects and not look back. Since I am in Florida, I know the "beach" he is referring to is not valid and would not stand up in a court of law. But it apparently works on other contractors. Any similar experience advice on how to best handle this client?

So on subject if someone even gives a whiff of litigious I say I'm not sure it would be in their best interest to go with me and suggest a big corporate type company. You working on that many projects makes me think you might be someone who is one and in that case you need to build the giant fake wall of impenetrable bureaucracy of lawyers and bean counters to put people back on track with their difficulties of production. That being said one of my best clients who has referred me many times is a retired judge and her accountant husband. They just want normal people to deal with after a life of the crazy.

 

[hdavis]

is that through builder trend?

No, this was all custom project management software. ~25 years ago.

 

[NYCB]

I always wonder about the off-the-wall situations some people get themselves into and post about here.

Then I remember we’re only hearing half the story.


All I can say is, no one raises their voice at me. It’s never happened. And no one has berated me, nor will they ever.

Its important, for me at least, to be professional, to deliver top notch performance, own any mistakes, fix them before the client ever even knows there’s been a problem, demand mutual respect, and not allow customers to be disrespectful.

But that’s how I am in life, not just business.

I have broad shoulders, I can handle it if something is my fault, you can even raise your voice for a second if it makes you feel better.

What I won't tolerate is yelling with no reason. It accomplishes nothing. If you are upset, tell me why you are upset and how I can fix it, lets keep this exchange productive.

That said, sometimes an ass chewing is required. Could be a safety thing, could be a supplier that is playing **** around games with you. Sometimes people get a little too comfortable batting you around and you might have to hit the reset button to remind them that it's won't be tolerated.

I had to do that with concrete dipatch one time several years ago. It was going to be a hot day and we had a tricky pour, I requested a 60 minute spacing on two trucks, I emphasized this twice with them......both pulled in at the exact same time, batched from different plants 8 minutes apart. Of course it turned into a nightmare of a day.

I was pissed, and let them know about, and informed them that next time I wouldn't get mad, I would simply reject both loads, follow them to the plant to make sure they emptied, and then would expect the correct spacing when they rebatched.

 

[reggi]

You can send concrete back but don’t send food back - they’ll spit in it.

 

[DenverCountryBoy]

One point of contact on each project. Anything more is a waste of your time and their money.

 

[Ed Corrigan]

You can send concrete back but don’t send food back - they’ll spit in it.

I've had them spit in my concrete before. You can taste the garlic in it.
Bastids ...

 

[Kowboy]

pattielewis:

While it is sometimes painful, introspection is critical for business success. You picked this client and now you have to pay the price for your decision.

As to how to proceed, you've been given some excellent advice so far. Good luck.

 

[hdavis]

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