This topic came up in another thread (surprise, surprise) and I thought I’d start a new one to give it a life of it’s own.
Yesterday, I went on a sales call to a home where the couple had told me they wanted to install a skylight in the bathroom. ok no problem, I gathered my velux literature got my sales clothes on and off I went.
When I got there the Mrs. shows me the bathroom. its roughly 6 x 10 and has one exhaust fan in the middle of the ceiling. the tub enclosure is against the outside wall so there’s no window.
Hang on I’m getting to my point…
Anyway about then the husband gets home and we all start talking about what it is they really want to accomplish. As I’m showing them the various skylights and telling them about the various features, the issue of lighting up this little room with natural light seemed to be the underlying interest. I told them about solatubes (actually the ODL version, solar flair which my local distributor carries) and they were real interested. they weren’t aware that such a thing even existed. I explained it to them and told them that I would get them some literature. today I dropped off the literature at lunch time and luckily they both were there. As we were talking they told me that they had looked it up as well on the web and were real excited to put one of these in.
They also told me that they had been talking about me as well and were real surprised that I offered this solution knowing that it wasn’t as big a job for me and that I probably wouldn’t make as much money on it as I would by installing a skylight and framing and drywalling the enclosure, yet it was exactly what they were really after.
So finally my point, I offered these people a solution to their problem by listening to them and finding out what it was they really wanted. I could have just led them along and installed the skylight but instead I offered them a much less expensive solution. now others here at BT have chastised me for epoxy repairs rather than replacing a whole door (to me it’s like being sold a new car when you go to the body shop for a scratch) I’m not making the “killer” sale but I think that I am doing my long term reputation a favor.
These people will remember me for my being honest and trying to actually help them rather than just screw them. this may not immediately lead to super jobs but I have to think that this will make me the contractor that people will seek out as word spreads that Steve Merrette is the guy who listens to his clients and helps them find the perfect solution. this is different than my being taken advantage of because I am still charging my standard rate, I am using my markup, and I’ll only be there a day rather than three or four. so I do a lot of little jobs rather than a few bigger ones. I guess it all works out about the same.
I’m sorry for the long post but I was in the mood to tell the whole long winded story so that’s what you got. Tell me what you think as I’m interested in your thoughts.
Steve
S.J.MERRETTE Carpentry & Construction • Robesonia, PA
Nothing is impossible…It just hasn’t been done yet.
Replies
I do that all the time, but I find it funny that they think you make more on a job if it is bigger.
I really only posted because of the casing patch thing. I don't remember why people are bugging you, I suspect it is because they feel it is not a real job, or you should just sell a new door. But in my mind I see it as a bs repair that will not last and not resolve a problem. I think you may want to revisit some of these repairs in a year and see how they hold up. The conditions that created the problem still exist and the patch is a temporary solution. Treat it that way and sell it that way, many times that is all that is needed. It is an option you may want to keep in your bag of tricks, but don't sell it without explaining the realities of it.
Qtrmeg,
It is sold exactly as such. usually with the explaination as to why the rot/decay occurred in the first place. I have found most of the jambs went because either cauling failed or the paint was damaged exposing the wood and left for some time like that. once the people are educated as to why it occurs they can take measures to help prevent it in the future if they are so inclined.Steve
S.J.MERRETTE Carpentry & Construction • Robesonia, PA
Nothing is impossible...It just hasn't been done yet.
Ok
Steve,
I've done exactly what you've mentioned with several jobs in my glamourous and illustrious career as the hired hammer. Regardless of whether it makes you more or less money or makes the customer think you are the honest guy out there, I look at it like this...How would I want to be treated if I were in the client's position? Would I want new and possibility better suggestions? New ideas that might save me money or headaches later? Etc?
That being said I have learned a few things which may or may not help you but I post them nonetheless.
1. Being the honest guy who saves the client money will not always make them call you in the future. A few years back a guy called me about consulting with him about a building he was looking to buy for his business. I spent a total of about six hours with him over two days all gratis (I know my own fault) with the intentions of finding a building suitable for him to remodel using me as the contractor. The three we looked at needed so much work I told him up front it would cost quite a bit for me to make them up to his standards. He was very thankful as he didn't even notice much of the work they needed. He was so thankful, he called another contractor to build him a new building two months later. I then heard thru the grapevine how he thought I was the most honest contractor hes ever met and what a man of integrity I was. ####! He screwed me out of a few hours and gave my work to someone else.
Point is, honesty and saving the customer money will not always result in future work.
2. In your example of the skylight. I too have installed the tubes versus the panel ones to the admiration of the client. Truth be told however the price only got about 5% cheaper as I didn't have to hang and finish drywall in the tunnel. Forget the rest. I still have to get up on the roof, still have to cut holes in the ceiling, still have to move wires, etc. Whether its a 2' x 4' hole or a 16" diameter hole, Charge them the same!
3. And finally, a lot of small jobs doesn't always equal one big one. Thats why I had to get out (or at least try...I still have two jobs to do). You can't make $40-50k a year hanging doors or patching drywall. You need to build additions, out buildings, kitchen remodels or build whole buildings to make decent money. If you're happy with $20-40k than small jobs are where its at. If you want to make more, you have to bring in at least $300 a day to be comfortable. My personal goal now is $40k or better a year. Anything less and I could just go and work somewhere else.
Not trying to depress you Steve. Just hoping to pass onto you in a few moments reading what it took me ten years to learn via the school of hard hammer knocks.
Mike
Steve, I can only speak for myself. If I can trust you with the small things then I can definately trust you with the little things. What you decribed was pure customer service. Keep it up. In todays society its so hard to find. Just yesterday i noticed a hinge on my trucks canopy was "broken" so I took it to a camper place reconmended by slim shady. The sales man looked at it and said ' no you dont need a hinge the nut just fell off" he then went looking to find on in his shop even asked a mechanic if he had one. Well they didnt but he got a A for effort. I found one in a nut and bolt drawer in my garage buttttt because of his effort hes going to be doing about 60-80 bucks worth of work for me just because he saved me 16 bucks the cost for a new hinge plus all the referals ect from me . So keep it up buddy your doing swell. Darkworksite4: When the job is to small for everyone else, Its just about right for me"
What you did is called "Professionalism." It's that simple.
19685.7 in reply to 19685.1
Good work!
I did one similar last fall. The lady was wanting an addition designed to move her son in with her. All the requirements and parameters for that lot and her desires would have made it into a white elephant. It was also becoming apparent (with my ability to "read people") that neither her nor her son was one hundred percent happy with the idea of living together again. Money was less of a concern than health and other issues.
I suggested that if it were me, I might look into the fact that the house across the street was for sale and would probably cost less than the addition they were contemplating. I asked them to think about it overnight and give me a call.
Within a week they had signed a purchase contract.
She has since recommended me to friends as the most honest builder she knows. (not that she knows many, LOL)
Reputation has a value you can take to the bank!
"Reputation has a value you can take to the bank!"
Piffin, it's a shame the more contractors or people in general don't realize the tremendous value in your statement.
It's an attitude to live by.
Bravo, Steve, I've had the same attitude for years and it always pays off.
BUT, that's not why I do it; I treat people the way I would like to be treated, and I for one always go back to someone who shows integrity, sometimes at a premium cost, because I TRUST them.Cheers,Phil.
If it is to be, 'twil be done by me..
Steve....good job bro...reminds me of the job I'm now. Hows its taking twice the time THEY figured from what other contractors told them. Its taking 2 weeks rather then one BUT ..yesterday (Friday) the husband was home and both he and the wife expressed their dismay in "the time its taking". Its a bathroom gut and redo.....2 of em' actually. I learned from 27 in the biz to shut my mouth and not come back with my "defensives"(explanations) right there as I'm being scolded. Nowwwwww what I do, is to bring them..actually BRING them to the point....ok so two hours later the room was totally gutted and cleaned out....I even cut the tub in half with a saw zall so I could get it down two flights of stairs alone that day. Broom swept!!! All rock nails outta the wall..etc etc. The width of the bathroom was about six feet. Room was slanted in those six feet about a heavy two inches......subfloor under the tile that I ripped up was 1/2 TOTALLY rotted....the insulation where the tub use to be was totally soaked and the ply beind it I could put my finger through to the new vinyl siding......OK so I see the hubby and wife out in the backyard through my bathroom window. I call down and ask if they would come up so I could have a word with them....heh heh......They walk in and are in amazement that not only is the room cleared out....even the tub...I say to them...So what besides me dont you like in this room? Theyre kinda shocked.I said it really calmly and even witha funny attitude in my voice. They said the floor is really bad.....I said...uhuh...then I ripped out about a foot of insulation between two studs and rang it out onto the plywood floor. Their faces dropped....I pushed my finger threw the sheathing to the siding that some butcher did. I said .....would you like me to cover the wet insul up with rock/wonderboard and wonderboard over the rotted floor? I'll be done in three days....ORRRRR would you like me to do the RIGHT job? That'll take me about six days...I told them they really hurt my feelings....that I refuse to leave a job untill its a brick sh*t house.so to speak...lol. That my work isnt just how I make money..its a relection of who I am......they flipped.....offered me something to drink, which I declined and told me how sorry they were and how they appreciate all I'm doing......so ..cant see it from my house attitude is for the hackers and part timers....My signiture goes on al I do...sorry for the reant but it just happened yesterday
Be well
Namaste....Andy
Good job Steve.
Im getting old , but I remember how I survived through the years. It wasnt that I was a good looking fat guy in overalls. I made friends of custumors that employed me all my working life. They are still there. I dont work for them any more ,but they still call me to ask or to chat about what they should do to their house and such. There are a bunch of them that I could drive up unanounced and be having coffee in a little bit. They also supported me as cheer leaders getting me work back then. They will always be in my memory. Mostly good ones.
I will call it quality of life.
Good Luck on your travels,
Tim Mooney