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Does it seem that many of your customers are “deaf”? Everyone knows that “temporary deafness” can happen anytime the discussion turns to prices and payment. Lately though, it seems that many of my customers are completely unable to hear.
If you tell someone you’ll be at the job between 8:00 and 9:00, all they hear is 8:00.Then they want to bitch if you show at 8:30.But since the wife’s still in the shower(and will be until 10:00)it’s OK this time.
You tell them you have multiple jobs going, and you must take a little time to check your other jobs. They complain that you don’t have any “commitment” to their job if you have to feed yourself and your crew.I don’t have “Hey Boy” printed on my cards. Do you?
If the master bath is going to be a war zone for a week, and they are told multiple times to use the guest bath, why must they sneak back into the demo zone to take a leak? Then they bitch because they couldn’t get to the head. But the tile looks great!
You put them on the schedule a week from Monday. All’s well. You get there a week from Monday,and you better hurry your ass up beacuse the in-laws will be here tomorrow morning. After you told them 10 times that the job would take 2 days. “No problem!’. Or the rotten porch,deck,window,etc. that has been reduced to pulp for 10 years, but it’s gotta get fixed before lunch today.
Friday, I went to a customer’s house and told him I would be bringing in some day laborers to clean up while we took care of the last few details. When I got back with some help, he was gone and his wife told me they weren’t going to allow “those people” (Mexican laborers) into their house.She then told me I would need to call the hubby before work resumed. I am bringing my dental pliers to get the money.
In other words, what makes this business so susceptible to downright customer interference on every level? It seems sometimes that telling them what you are going to do, how you are going to do it, and when it will be done just goes in one ear and out the other. This is mostly on the small jobs,but after hearing about my “lack of commitment” from a 24 year old punk (the rental tenant, not even the actual customer)I told him to FUCKIN’ DO IT YOURSELF, I’VE GOT A TRUCKFUL OF TOOLS HERE FOR YA!
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To answer your question and give you my personal pet peeve, I've got two phrases for you. This Old House and Home Depot. Everyone who sees Tom Silva install a skylight in a 100-year old slate roof in 15 minutes for some reason can't understand that no, I cannot jack up an enitre house by the end of the day, and no, it will take more than six weekends to completely refurbish your 80 year piece of crap house (which of course, always leads me to my third favorite phrase; "they don't build them like they used to"; to which I say, THANK GOD!). And let's not forget our best friend, Home Depot, who, when customer's see that tile is ONLY 33 cents each, can't understand why my tilesetter gets paid SO much, I mean, they even tell me that Home Depot has a CLASS on installing tile for godsakes! And of course, I'm sure that each and every one of you has this story, about how when you present your estimate for a fully-detailed, mahogony-clad, Victorian porch that is 84' long, they almost swoon and say "Wow, I didn't think it'd cost that much! Hell, my co-workers, neighbor's first-cousin's friend's boy put a deck on their house and it was only $800! And there it is over there!" And of course, you look over and see an 8x8' PT pine "deck" that even from 300 yards isn't a cars-length within plumb, square, level, or even good looking. That, I think, is why there is so much interference; because EVERY one knows better, and EVERY one wants something for nothing. Sorry for the tirade...it's been a long week.
*Some folks have clauses in their contracts regarding "customers in the construction area" and "non-productive trips" (you know, like when they were supposed to be ready and weren't, or when you didn't have access to the building like you were supposed to) and "scheduled meetings" so that customers can't just walk up and engage you in conversation for 15 minutes.
*While I agree with the gripe, there's something else to consider. If this is happening way to often, is it possible that you're not making yourself clear?Many times, people try to say something nicely and give a convoluted message, or try to make a serious concern seem humerous. In the process, the recipient of the message isn't getting what you want him to hear. I see this happening constantly. Straight talking is something that surprisingly hard to do. While we all think we're clear as a bell, people misunderstand us all the time. So, since you're ending up on the wrong side of the deal, make sure that you are making your points clear and you'll likely end up being much less stressed and with happier customers who understand the rules of the game.SHG
*hey, good posts, i mean, really entertaining..but i think you're not handeling your clients right.. they got you by the belt loops.. (hah, hah, how 'bout that one , jeff ?))time to regain control of your job sites and your presentations...b but hey, whadda i no ?
*I can never stress enough the importance of putting EVERYTHING in writing. When I deal with my clients, I write down EVERYTHING, and get them to initial it, if at all possible. When they come back with "I thought you were going to do this, or that", I get out the written instructions/notes, with their signature, and read it out loud with them. They suddenly rememeber. Sometimes they truly don't remember, but see their initials and look amazed. It helps more than you can imagine when you write notes and instructions down, even if it is on a notepad in your pocket. When they see you writing this stuff down all the time, they know you are keeping track of everything.Now I don't know if this method would work on MAJOR jobs, but it sure works wonders on my small ones.Of course there are times when they hear what they want to hear, or just flat do not listen. They do not want to deal with any part of the job because it takes too much of their time, or is a hassle for them. Then ya just gotta deal with them.Write it ALL down...near the ditch...James "Loving Life" DuHamel
*Putting up my first vinyl fence around a pool. Pool was gonna be done middle of June. I scheduled for the last week of June. Then the pool was gonna be done the middle of July, I co-operated and scheduled a new date. Then the pool was gonna be done the first week of August. Okay, I can be there the next week. The 18th I get a call that the pool is done...well the liner's not in and the electricians will be done soon but she's already called the trucking co. to deliver the water and she needs the fence up next week or they won't deliver the water...Okay?. Sorry, not okay. I'm in the middle of a deck...then I got some windows scheduled and then I'll be over. I know the delays aren't your fault but they weren't mine either. Was I supposed to sit around at home waiting for your pool to be ready?Well, yell at the pool guy and plan on using your pool next summer.
*I know what you mean ,Mike! It's usually the small jobs that start to go haywire on me. Part of the problem IS my casual attitude;"Just get out of the way and we'll be done by Thursday!".Some people interpret confidence as a lack of concern. It's not that, just a lack of worries. I learned the hard way that you can fix anything you can f**k up, so I know it's gonna be right before I leave.I still don't get written contracts on the T&M jobs (that is gonna change Monday morning). I think that some people need that written confirmation to set them at ease. Even if it's 4 hours labor and $150.00 worth of material.Written confirmation might just stop some bitchin' before it starts.I always just figured if I was in and out in 1-2 days, it just wasn't anything to get all knotted up over.Then there's one thing my Grandpa used to say'"The ones you can't trust are the ones that don't trust you.".
*joel.. i don't know how smart grampa was.. but i'm keeping what he had to say..((The ones you can't trust are the ones that don't trust you.".))every once in a while you pick up a new thought that crystalizes a whole concept.....thanks
*Now you're starting to scare me Mike. What with the paying attention and all! and by the way......proper use of "belt-loops"! Jeff
*Here's one for ya, I was working as lead on a high end renovation & add on, everything was signed and paid for- no problems in sight. In fact, the owner/ general called Friday afternoon one last time to confirm our arrival on Monday morning. Monday morning rolls around, head out to the site promptly after our weekly safety meeting- first things first we needed to unload a few ladders but nobody was home and the owner had not handed over a key. Well the demo was in the rear of the house so "we might as well unload the ladders and bring them around back". Myself and another employee unlocked the back gate and proceeded to walk around to see where would be the best spot to put them. Not but ten steps into the back yard and we were greeted by two rotweiller guard dogs, after there lighting quick advance and our brief "oh SHIT" we headed for the gate at a dead run. I made it, my cohort ended up with 58 stitches, all because someone "forgot" that we were coming! The outcome: no apology from the owner becasue one dog died from trauma the head all because it was trained not to unleash its bite. Yeah we completed and finished the job, not to any of the employess satisfaction though. Theres a "deaf" client for you!
*I really believe that there is no such thing, except for an actually deaf person, as a deaf customer. It is always just a matter of communicating with your clients in a manner that is effective for them. We work hard with each client to figure out how to communicate properly with them. We listen to them and then we listen to them again. We write everything down and confirm many things to them in writing also. It's not easy but if you're going to have a long list of satisfied clients and all the good referrals that come with it you have to communicate with them effectively. The always said that the client is always right, not necessarily so but the client is always the one signing the check.
*I'm not a contractor, but I've been following a lot of these threads with interest, so I can be a better educated DIY/consumer. Something Peter CGR said struck a chord with me:>It is always just a matter of communicating with your clients in a manner that is effective for them. We work hard with each client to figure out how to communicate properly with them.I'm a programmer, and when I was working for a consultant I was given customer service training. One of the things I learned is that ther are a variety of common character subets that people fall into, and after IDing the particular subset you can tailor your message accordingly.The evaluative test I am most familiar with places people on a grid of two axes, relatively extrovert/introvert and relatively analytical/emotional. Myself, I tend to be in the analytical & introverted quadrant (see the dot in the attached). The way it works is, people more analytical like to see numbers and facts. People at the other end (emotional) tend to make judgements more based in how that decision will make them feel, i.e., what'll give 'em the warm and fuzzies. Introverts tend to need more guidance in their work (but also tend to make better team players), where extroverts tend toward more self motivation (go getters). Applying this type of system to your customers, you might find that the introverts need more hand holding, where the extroverts might know what they want. Analytical types might know the technicals of a design they want (function of the space, say for a kitchen layout), where the emotionals might have the tendency for knowing more about the appearance or stylistic effect they want.If you look around your neck of the woods you should/might find a decent customer service trainer who could sit with you and illustrate better how to utilize this type of system, and also the clues to diagnose the customer you're dealing with. Bookstore should have some decent info too.
*OOPS... forgot the attachment.
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Does it seem that many of your customers are "deaf"? Everyone knows that "temporary deafness" can happen anytime the discussion turns to prices and payment. Lately though, it seems that many of my customers are completely unable to hear.
If you tell someone you'll be at the job between 8:00 and 9:00, all they hear is 8:00.Then they want to bitch if you show at 8:30.But since the wife's still in the shower(and will be until 10:00)it's OK this time.
You tell them you have multiple jobs going, and you must take a little time to check your other jobs. They complain that you don't have any "commitment" to their job if you have to feed yourself and your crew.I don't have "Hey Boy" printed on my cards. Do you?
If the master bath is going to be a war zone for a week, and they are told multiple times to use the guest bath, why must they sneak back into the demo zone to take a leak? Then they bitch because they couldn't get to the head. But the tile looks great!
You put them on the schedule a week from Monday. All's well. You get there a week from Monday,and you better hurry your ass up beacuse the in-laws will be here tomorrow morning. After you told them 10 times that the job would take 2 days. "No problem!'. Or the rotten porch,deck,window,etc. that has been reduced to pulp for 10 years, but it's gotta get fixed before lunch today.
Friday, I went to a customer's house and told him I would be bringing in some day laborers to clean up while we took care of the last few details. When I got back with some help, he was gone and his wife told me they weren't going to allow "those people" (Mexican laborers) into their house.She then told me I would need to call the hubby before work resumed. I am bringing my dental pliers to get the money.
In other words, what makes this business so susceptible to downright customer interference on every level? It seems sometimes that telling them what you are going to do, how you are going to do it, and when it will be done just goes in one ear and out the other. This is mostly on the small jobs,but after hearing about my "lack of commitment" from a 24 year old punk (the rental tenant, not even the actual customer)I told him to FUCKIN' DO IT YOURSELF, I'VE GOT A TRUCKFUL OF TOOLS HERE FOR YA!