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First Callback

dieselpig | Posted in General Discussion on March 5, 2004 01:42am

Man this sukks.  Almost embarrassed to admit it, but it’s really eating at me.  I got my first call back regarding a bath remodel I wrapped up a couple of weeks ago.  First time since going out on my own last summer.  Got the call at about 7pm last night and have been sick to my stomach since.

I guess it’s not that big a deal.   Pretty small job.   But I messed up….bottom line.    I subbed out the plastering to a guy I hadn’t used before, and he did a less than perfect job.  Not trying to blame him, it’s my responsibility.  Had to do alot of sanding to make things look presentable.  Seems as though I didn’t wipe down one of the walls well enough before priming.  The paint began peeling in one of these spots a couple of days ago. 

I met with the homeowner today and was able to easily peel about a 6″ x 3″ strip of paint cleanly off the area.  Was white on the back, so I’m assuming the primer didn’t bond properly to the plaster cuz of the dust.  Told the homeowner I’d be there first thing Monday to fix the problems and re-paint the bathroom.  He also had a couple of other spots he wants me to float out again while I’m there.

Funny, I went to a fair share of call backs when working for other guys.  Never really bothered me in the least.  But boy did this bother me.  Had trouble sleeping last night and just had a pretty bummed out feeling all day until our meeting.  Just felt like I really let the guy down.  Gotta stop beating myself up about it though.  Fix it, learn from it, and move on…right?   At least he still wants me to work up a proposal on his kitchen.  Think I felt worse about it than he did….and it’s his house.

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Replies

  1. User avater
    DaveMason2 | Mar 05, 2004 01:57am | #1

    Aaahhh, the joys of self employment.

     "Fix it, learn from it and move on" truer words were never spoken. :-)

     That thing about not being able to sleep happens to all of us. Sounds pretty simple to fix and no big deal so I wouldn't beat yourself up about it too bad.

                                                                                                            Dave

  2. RalphWicklund | Mar 05, 2004 01:57am | #2

    Just wondering if things have changed since I don't do any plastering. I am under the impression that there is a rather long curing time involved before plaster should be painted. The one and only patch I did with plaster about 6 years ago promptly peeled when I primed and painted it 2 days after.

  3. Piffin | Mar 05, 2004 02:00am | #3

    Don't feel bad about it.

    Every - and I mean every single one of the call backs I have ever had have resulted in my getting more work out of it. The fact that I am right there to take care of the problem when they might expect me to shun them or avoid or postpone or make excuses is always such a positive impression that they start talking about the next jopb the same day, or they recommend me immediately to a freind or neighbor.

    So look at it as a marketing opportunity instead of a failure.

     

     

    Welcome to the
    Taunton University of
    Knowledge FHB Campus at Breaktime.
     where ...
    Excellence is its own reward!

  4. 4Lorn2 | Mar 05, 2004 02:26am | #4

    Take it easy. This sort of thing is to be expected.

    Being, and hiring only, perfect people would be ideal. Good luck. None have managed it yet. Lowering the numbers of faults is always a good idea. Learning from mistakes, and researching improved techniques or materials, is always a good thing. The more you know the more problems can be avoided. Still, if you do much of anything some of it, hopefully only a very small part, will be wrong. Due to the complexities of renovations problems are more likely. New construction is more of a sure thing.

    Good costumer relations and support is not just about avoiding problems. It is far more important how you handle issues. A contractor that meets complaints with excuses, foot dragging and additional cost isn't doing very well. From what you posted it seems that you admitted fault and handled the situation gracefully and in a timely manner.

    Experienced contractors who I have worked with are usually more impressed by how someone handles faults than ones that seem near perfect but bungle the rebound. IMHO you stood tall and did well.

    1. User avater
      dieselpig | Mar 05, 2004 02:34am | #5

      Thanks guys.  I appreciate your support.  Makes me feel better to hear that it "happens to the best of 'em"  as I honestly believe that many of "the best of 'em" roam these pages.

      1. DanT | Mar 05, 2004 03:46am | #8

        DP,

        Just got a call about some lights we hung last fall.  Hung 17 lights, I did 11 and a guy working part time for me put up 6.  I showed him how I wanted it done.  They tell me one shorted and had tape on the twisted wire, not a wire nut.  I feel the same as you.  Tommorow I will go check each and every light as I can't remember which ones I hung. 

        The good news.  Like Piffin said it usually will result in a better name and more business.  A couple of years ago we rocked a couple of ceiling for a couple and finished them.  They were doing there own painting.  I let my newly hired guy finish the sanding.  I didn't check them. They sucked.  I went back and put on another coat of mud, next day sanded them and painted the ceiling for free.  Soon as I got done and apologized for about the tenth time the lady said "well now that your done there I want you to look at some work in the kitchen, never had anyone come back and fix an issue as quick and as well". 

        Caring pays off.  Be glad you do and get some sleep.  DanT

  5. User avater
    JeffBuck | Mar 05, 2004 03:05am | #6

    Sucks, don't it?

    I figure that "rotting in the pit of the stomach" thing means I take this stuff seriously enough ....

    Even worse when it's U that screwed something up all by yer lonesome!

    Haven't had anything major ... yet .... but I get the impression it bothers me more than the customers. Like Pif said ... make some good out of it.

    Fix it fast .. fix it right. Can't apologize enough ...

    Still sucks though.

    Hope I never "get used to it" ...

    Hope there aren't enough to make it something I get used to!

    Jeff

    Buck Construction   Pittsburgh,PA

         Artistry in Carpentry                

  6. Sancho | Mar 05, 2004 03:44am | #7

    Ya know we all make mistakes thats all part of learning. But what I think will even help you more is the client can say that you back your product. You correct any problems in a timely manner and with out hesitation. that my friend is service.

     

    Darkworksite4:

    Gancho agarrador izquierdo americano pasado que la bandera antes de usted sale

  7. Shep | Mar 05, 2004 04:11am | #9

       We've all been there at one time or another. Sucking it up and admitting that a mistake was made is tough to do, but you did the right thing. Dealing with situations like this seperate the hacks from the professionals, and you are taking the professional approach. Taking care of problems promptly usually will go a long way toward smoothing over any problems with a homeowner.

       Good luck, and try not to lose too much sleep over this.

    1. UncleDunc | Mar 05, 2004 04:20am | #10

      Since we all make mistakes without even trying, I suppose it would be evil to speculate about making small intentional booboos that you know the homeowner will eventually notice and call about, enabling you to demonstrate your quick response time and high standard of service.

      1. User avater
        dieselpig | Mar 05, 2004 04:26am | #11

        I dunno Dunc.......sounds like a pretty shaky business plan for a newbie like me.  Costs me about $250 to roll my truck out of my driveway.   Call backs aren't just embarassing.....their costly.   Good thing I know yur kiddin'.......right?

        1. User avater
          AaronRosenthal | Mar 05, 2004 09:11am | #17

          Never let the feeling in your stomach go away. It makes you better.

          Had a big job, and part of it was reversing a door (from left hand to right) and putting everything back like new.

          This was a house that had MAJOR water leak problems: that's how I got the rebuild in the first place.

          She called and said water was pouring in. Gulp. I had 95,000.00 of work done. I was there in 30 minutes.

          Turns out the caulking was not done right. Employee, but my fault, I did not think to check.

          I went and got polyurethane caulk from the yard, and had the job started and finished in 1 hour.

          Yes, I've been called back for other things.Quality repairs for your home.

          Aaron the HandymanVancouver, Canada

      2. 4Lorn2 | Mar 05, 2004 05:24am | #13

        Long ago I worked in a restaurant and if the owner saw the health inspector coming in he would grab the thermometer from one of the front cases and take it back to the dishwasher or something similar. The inspector catches the missing thermometer and the owner makes a big show of finding it 'in the back getting washed'.

        Way he figured it the inspectors job is to find something wrong. Giving him at least one easy one let him hit his quota before hitting the really painful ones. Energetically hunting the missing thermometer and replacing it quickly, in front of the inspector, was meant to show that the owner was also deeply concerned about sanitation and was willing to accommodate the inspection with diligence.

        Don't know if it worked that way but at some level it seemed logical. There are so many potential ifs and buts with old work that I don't think you would need to manufacture flaws.

        1. ajm | Mar 05, 2004 06:19am | #14

          I am not a contractor, I am just a lonely old homeowner. I have hired a couple though and I belive Piffen is more right than you can imagine. Just a couple of thoughts though from someone who owned his own buisness with employees before. Its a fact every problem that you are related to is "your problem".

          It leaves most customers with a bad taste in thier mouth to hear an employer blame a employee or a sub, a little mention that this person may have done this wrong is ok, but if you keep throwing blame it taints your image.

          also just be honest with your customers, My plumber is ridicoulusly busy but he is honest about how long it will take to get to you, that holds alo of wieght for most.

          dont whine to the customer about how much this callback is costing you. it gives the impression that you are all about the money and could care less about their satisfaction.

          again i am not a contractor but these are just some observations I have made.

        2. UncleDunc | Mar 05, 2004 06:23am | #15

          The first time I encountered that principle was in Stranger in a Strange Land. Harshaw dictated a poem and told his secretary to submit it to a particular editor. She said the third line didn't scan. He said, Yeah, let him fix it. After he pisses in it, he'll like the flavor better, and he'll buy it.

          We had some customers in house one time for a software acceptance test. They found a bug, and the guy responsible for that part of the code came in and took a look at it, slapped himself on the forehead, went back to his desk and fixed it. Compile, link, and download, and it was all better, less than 15 minutes from the time they found it. The customers didn't come right out and accuse us of planting it, but they wondered out loud about it, in a joking kind of way.

          It's almost gotten to be a running joke on Dilbert, people submitting things to the pointy haired boss with a huge, obvious error to distract him from digging through the substance of the work.

          But you're right. Most of us aren't so close to perfection that we need to plant flaws, and hopefully most of our customers aren't so close to perfect cluelessness that we have to defend ourselves against really ditzy criticisms. I have left boogers in software because I thought they were less important than the other things I was trying to get done, but I've never added a flaw or left one in because I thought finding and fixing it would make me look good.

          I have had the same experience in software that others reported in this thread about building. Acknowledging a flaw and providing a timely and robust fix is rare enough that it really impresses the customers.

          1. des | Mar 05, 2004 07:58pm | #21

            I can relate. One particular inspector was a nut about fireblocking. I mean to the extreme. This was years ago before all the draft stop regs and fire caulk. Well, my Dad used to have me leave out a few obvious fireblocks and that made old Frank the inspector happy, finding something right off the bat. 

          2. UncleDunc | Mar 05, 2004 08:17pm | #22

            Didn't old Frank ever get suspicious about you already having the blocks cut to size and nails started in them.

        3. john | Mar 05, 2004 07:11pm | #19

          Your example of the restaurant owner is just so true. My wife works as a housekeeper to a rich woman who would never dream of changing a light bulb herself. My wife use to complain about the notes she found each morning about such and such light bulbs need changing. I had to explain to DW about the 'circle of life'. In this case the circle of life is- bulb blows, rich woman notices it, writes a note, next time she looks the bulb has been changed, and the circle is complete!

          Not saying the principle applies here, of course, since we are hoping the HO isn't actually looking for something wrong!

          John

          1. rasconc | Mar 06, 2004 07:55pm | #24

            Why would she complain, it sounds like job security to me, anything short of applying Charmin could probably be considered part of that job description.  As they say it all counts toward 8 (or whatever) hours.  Just think if Rich Lady becomes as handy as Martha Stewart your DW may be in the unemployment line:-).

  8. davidmeiland | Mar 05, 2004 05:18am | #12

    Hey diesel, been on plenty of callbacks myself, for my own work and that of employers. When you jump on them people love you, as others have said. Just view it as a cost of doing business. The last contractor I worked for as a PM spelled it out--callback and warranty work should be not more than 3% of total jobs costs. We used a cost code for callback and warranty and could check the percentage any time.

    Now, plaster and painting plaster. Did you use USG Diamond Finish? I've had problems with paint and wallpaper sticking to that stuff. USG has their own primer and that might be the ticket, although lots of oil primers say they are OK for plaster. Just a thought....

  9. Ward | Mar 05, 2004 06:33am | #16

    I know how you feel when its your name on the truck.

    I got a call from a client that said there water alarm was sounding in the basement bathroom I finished a few months ago.  When she called, I of course asumed the sewage pump had blown up and water was flooding the basement and all of the other bad things I could imagine.  I told her I would be there in twenty minutes.

    She called me back about when I was almost there and told that the heavy rains had backed up over the window well.  Whew! I thought, marketing opportunity, " sure is a good thing we installed that water alarm for you."

  10. User avater
    BossHog | Mar 05, 2004 04:08pm | #18

    Seems to me you're on pretty good footing.

    You're taking care of the problem.

    The customer is happy. (or will be)

    You obviously care about what you're doing.

    It's not a HUGE problem that's gonna bankrupt you.

    Saying "don't let it bother you" may sound kinda trite. But I hope it doesn't bother you TOO much. It's all part of the game. Mistakes are part of life.

    .

    I know that sick feeling in the pit of my stomach well. I've made my share of mistakes over the years. Sometimes I can fix 'em. Often I can't. Makes me sick when I mess something up and someone else has to fix it.

    I generally feel better if I can somehow participate in the fix. I've sometimes gone out in the shop and helped build replacement trusses on jobs that's I've screwed up. Never seen any other truss designers do that. I think it shows the plant guys that I care, too.

    Pessimist is a term invented by optimists to describe realists.

    1. Frankie | Mar 05, 2004 07:32pm | #20

      Like most have said, you're doing just fine. Your instincts are leading you in the right direction.

      As for the problem itself - yes, dusting would have helped a bit. However, I believe the problem lies in the type of primer you used. I am guessing it was a latex or acrylic primer. Over palster or any type of wall skimmed with compound you should be using an alkyd primer. The latex or acrylic primer basically floats on the wall surface while the alkyd primer will actually soak into the wall and even bond the dust to the wall surface.

      You live and learn. Caring is good. Don't stop, but keep it in perspective. If you loose sleep and/ or obsess, you won't be able to operate the business properly - maintaining the focus, objectives and clearity of your mission. Just think: Baseball players succeed only 1/3 of the time at bat - if they're great. You're batting average is much higher.

      F.

    2. DougU | Mar 06, 2004 06:00am | #23

      Boss

       I've sometimes gone out in the shop and helped build replacement trusses on jobs that's I've screwed up.

      I think that's a great idea, I worked at a place and the designer would mess something up, happens, he would come down and tell us that all he could offer us was his "most humble apology", got kinda old, plus it didn't mean much after a while.

      Doug

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