Canadian Contractor

We should stop expecting customers to screw us over, then maybe they won’t

"Good work, good attitude and good finish is what most of them expect. Just give them that and you'll find you won't be hunting them down for the final payment."


June 19, 2014
By Steve Payne

Last week we ran a list called Top Ten Things Your Customers Won’t Tell You.  If you didn’t see that article, check it out HERE.

The list included such things as, “I am all smiles now, but I am bi-polar.”

And, “I can’t wait for you to screw up, so I can have some leverage on you.”

And, “My brother is a lawyer.”

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And, “That new door you just installed? It’s twice the price of the one I was expecting – and I know you screwed up. Thanks!”

And, “I’m still not going to pay you your 10 per cent holdback…”

Were we in a bad mood? Probably. But still, tell us you’ve never had any of this happen to you…

Here’s a reaction from one reader, Matt…

“Ouch. I think for the most part that (second list) is pretty harsh. Though there are definitely customers out there that have some of those qualities. I have been fortunate enough to not run into many of them (I’ve been at the tiling career for four years now). Most customers pay right away and don’t expect me to give them something for nothing, though I do at times. My original quote doesn’t change as I keep it high enough to equate for those so called “extras” that always happen on every job. We as contractors should know that. Anyway, this article will bring on a lot of controversy, but I’m assuming, mostly agreement. We should try stop expecting customers to screw us over… then maybe they won’t. Good work, good attitude and a good finish is what most of them expect. Just give them that and you’ll find you won’t be hunting them down for the final payment.”

Posted at canadiancontractor.ca