Avoiding the Bad Customer
Another courtesy to extend your customer is to offer some background on your template and install crew, so she knows what to expect. I’ve seen some pretty rough-looking installers that are great at their job.
A company work shirt goes a long way in looking professional. I like Limp Bizkit as much as the next guy, but a “Granite Professionals” shirt gives a more-competent appearance. Also, if your crew is ESL, make sure Ms. Jones knows which crew member has the best English, and ask her to direct all questions to him.
3. Keep Your Customer Informed About Schedule Changes
Things happen, even with the best equipment and employees. Ms. Jones is likely to be more tolerant of a schedule change if she knows about it immediately.
It’s just as important ais letting her (or her general contractor) know the revised schedule. If you’re waiting on answers about a stone delivery or some other unknown, let them know you’ll have a revised schedule once all the information is in.
There’s nothing worse than setting a second install date you can’t meet. Ms. Jones might understand the first date change; reschedule a second time, and she’s likely to flip out. I’ve seen it, and it’s not pretty; it also weakens any further information you provide, and gives her a reason to doubt she’s getting the best product.
Also, if plumbers, electricians, or tilesetters have been set up based on your schedule, offer to call them and explain the situation. Then, reschedule them yourself when you’ve got your install date revised to save Ms. Jones the hassle.
4. Turn Down Projects Being Done Before Family Events
Don’t get me wrong: Ms. Jones is a champ for hosting the rehearsal dinner for her son’s wedding. That she suddenly decided she needed to remodel the kitchen before the big day adds on another level of stress that nobody needs.
Home projects are already stressful enough without adding a major family event into the mix. And yet, I’ve seen it happen time and time again.
There’s a lot of pressure on the granite guy trying to finish up the raised snack bar a few hours before Uncle Bob is supposed to be sitting at it, sipping a Brandy Manhattan. And do you really think the smell from the seam adhesive and the not-quite-set silicone is going to be gone by the time the party starts?
The real issue here is never with the granite guy, but with the fact that almost every project runs behind schedule. Add the emotional aspect of a family event, and you can create the perfect remodeling-job-from-hell. Ms. Jones starts freaking out at the general contractor, who goes from being your buddy to promising he’ll never send you another job if you can’t get this one done yesterday. Add in Murphy’s Law, and you’re doomed.