I remember a few times I was close, real close to losing it. The question is; should we lose our rags and just walk out of a job? Or even going a step further and telling a customer where to go!
When I look back to those days, I was young and had limited people experience.
I’d often find myself quite defensive if I felt anyone using any sort of 'tone' with me or if they were over demanding.....
Of course, most customers are alright and I used to bend over backward to do a good job the majority of the time, as I'm sure all of you reading this do too.
But…. There are those customers who push you to the edge...
One particular time in Barnet North London stands out
I remember me and my mate installing a heating system for a guy, his wife was heavily pregnant, it was freezing cold out and he had no heating.
The dispute: He wanted us to run the pipes a really awkward route, which caused tension on the job when we told him it would be extra.
Fuel to the fire: We nipped out for a sandwich and some water from an old dormant pipe had leaked through downstairs.
When we walked back in the house he started shouting at the top of his voice: "I don't like to get angry!"
At that point, we just said; listen, we're done here, mate."
That riled him up, even more, he forced us out of the house, with our tools locked inside.
Being around 21 years old (13 years ago now) and we'd just gone self-employed, we wanted our tools back and looking back we could have handled it better by being more understanding to his situation.
My mate in an instant jumped over the fence, ran back into the 'war zone' through the back door and got our tools.
We ended up having to call the police to calm it down. What a day!
The key is to avoid being in situations which could lead to you a.) wanting to walk off a job. b.) losing it completely and telling someone where to go.
Communication and planning is the secret sauce.
Yep, that sounds like the sort of thing someone very mature and annoying might say, however when tensions fray, threats are made, money is on the line, you’ll wish you got this right. Let's break it down below.
Quoting – job run down
You and your customer would have agreed on what you’re doing and for how much.
In trades, we love having a quick friendly chat agreeing on a price and leaving, then the customer calling up or texting us a few days later, saying yep, let's go for it!
We then go there and crack on with nothing on paper and expect to be paid at the end.
Let me just tell you, that’s a really good way to come unstuck.
You need to quote properly and run the customer through the quote, then get the customer to agree by signing or replying to an email or text at the very least.
This also applies if you work for a company.
Be sure to get your customer to ask any questions they’re unsure of before you start and keep them in the loop the whole way through the job.
Always be clear on price, timelines and be as specific as possible in every area.
I literally can't emphasise this enough, laying out a really clear quote and running through it, is the best thing you can do to avoid trouble. I used to use some software called Quotient. I'll discuss that in another post.
Once a customer has signed a quote and you have done what it says to the letter, there is dispute and you can take them to court if they don't pay it.
Problems in jobs
Let us be honest, this happens, a hole drilled in the wrong place, something not straight, etc, etc.
Don’t ignore it and don’t let the customer spot it before you tell them. Just say; “hey, this has been a bit more complicated than normal, I can see this isn’t quite where we want it, leave it with me, I got it!”
If you leave it, the customer will think there are more problems lurking and they’ll lose trust in you.
Collecting payment/Finishing the job
Always tell the customer at the start of the job or whilst quoting, when and how you want to be paid and ask; is that OK? There’s a lot of psychology in to getting people to say: ‘YES‘ and getting that YES is an important one for everyone, as often customers are anxious to know how and when you want to be paid and calling it out at the start reduces tensions for everyone.
We are going to write a part 2 for this soon as it’s actually a much bigger topic.
Share this with a mate who's been in a similar situation!