Anybody here ever worked with a customer that could not be satisfied no matter what? How did you handle the situation? Currently I am dealing with customers that are complaining about the difference in wood grain on trim boards and other similar situations on a daily basis. Not a lot of fun.
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Well,
As one who has always looked at the grain and how it "could" work it's way around a door casing or along a floor, I can only say that if possible-it's done.
Of course, you've got to have enough to choose from. Just going into the pile and pulling out whatever is on top is not the way I ever like to do it.
Brings to mind a hickory kitchen I put together. You know how the white's and darks on factory cabs fall where they may. Well, they had crown in this one as well. They had been warned on this oiled finish (no stain) that changes in the wood could be dramatic-and the company wouldn't be changing out all the drawer fronts and doors................
They had supplied just enough plus one extra stick of crown. In it were all darks, with only one mostly all white pc. Just so happened that by laying it out in the garage, that there was a white end on one of the dark pcs. By seeing this in advance, and planning for it-the color change worked all around the 20 + ft of uppers-in/out and around.
Now, there are people that are definitely a bit too anal for my blood. I try to stay away from that customer and with direct referral, thankfully I don't seem to have that problem.
How do you deal with it? Well, avoid it if at all possible (but you can't eat avoidance) and please the rest with as much perfection as you can muster.
The world is full of guys that can put a beautiful mitre together. What separates the wheat from the chaf are those that can do just that much more.
Think ahead and beat them to the punch.
Best of luck.
This is more a question about how to deal with customers. This is what was supposed to be a three month project that will have lasted eight by the time it's all done through no fault of my own. I'm talking about taking a month to pick out paint colors after the walls were textured, a month to pick out a shower pan after it had be discussed and the plumber had been scheduled. I'm talking about getting two phone call complaints a week usually at nine a clock at night for every work week we were there. I can admit if my product is lacking, and will fix it readily, but these people complain about everything. Have you ever dealt with that? Just assume that I am telling the truth and it truly is the customer.
Tell them you're going to start billing like a lawyer.
Sounds to me like you are working for an engineer. Some customers demand completion penalties. Perhaps it time for contractors to do the same. Or maybe you need to start a "Norm's List" like Angies list that rats out crappy customers and gives a thumbs up to customers who a joy to work for.
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Duplicate Post
Really slow resonse today
bad customers
this is not an easy solution:
Contract - check to see what the contract will allow you to do; walk away, monies paid out, trade/supplier obligations.
In many cases it is the best to have a "clearing conversation". Be precise telling the owner what disturbs the construction sequence. Lay out what it costs you to continue in this manner. Have everything that is agreed on (or not) in writing.
If the customer wants a change or is delaying - have it in writing ....please be aware that you are holding up the projected schedule .....are you willing to pay for the delay?
Deciding when what is enough is a matter of experience. I had a customer who was clearly out to cheat the trades. Would not pay for "inferior" work (like a rough-in sewerpipe that was not centered in the bathroom by 1/16"). Who made his own plans detailing the screwholes for the hinges on a gardengate, made a "layout" for nailing windowlintels. When I showed him that his plans for the foundation was 9" out of square, he had all kinds of excuses. Would not pay the sheetmetal trade because the replacement flashing on his chimney was not paralell to the eaves. Pointed out to him that the existing chimney is not paralell to the eave but he insisted we could have stuck out the flashing . The sheetmetal trade walked away and told him to get somebody else. The plumber after getting his cheque left a cross on the bathroomfloor with the instruction for the owner to make sure his ....hole should hit the mark right there. When the HO forced his 85 year old father in law to dig drainage trenches by hand to save 2 hours backhoe time I decided it was enough. I collected the 2nd advance and left. Interestingly I never heard from him again.
In the case of the different woodgrain offer him a refund for the material and work and he should get someone else to do it. Alternately ask everything in writing before doing ANYTHING. Phone him at work to come to the jobsite because you need clarification.
Don't be discouraged - we all had customers who cannot be satisfied no matter what. That's construction life