Dealing With Difficult Customers | THE HANDYMAN BUSINESS
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- Опубликовано: 8 июл 2024
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Time and material is best for “problem” clients. I’ve walked away from difficult jobs without breaking contract because I’m getting paid as I go. Do not get into a position where you HAVE to have the job... this guy nailed it, you have to learn how to predict a clients personality… It just takes practice. I get almost 0 surprises from people now. I’d say it took me 20 years. I like his advice in a previous video about working for other people, or doing this on the side until you learn enough to go out on your own. More than one troublesome client in a row can put you out of business
I painted for a lady who would feel the walls and say “this wall doesn’t feel like the other wall.” My response was “Well I can roll a thicker coat on that side and it should help smooth it out.” Sometimes customers just want to be heard. I found that offering simple or nonsense solution can often put a smile on their face.
Best thing to is try an avoid these people.
Great advice handyman! Keep it coming.
Good one Jake
Same thing...”Bill can you change out this board ...” “You see this darker grain here??””
Me: “Well Mrs. OCD, I didn’t make the wood, God did, we’ll have to have a talk with God about that one”
Results: (laughter from Mr.& Mrs. OCD), “...nooo, it’s fine, leave it like that then..”
Me: 🙌🏼🥳🕺🏻
When doing warranty work on appliances I had a woman repeatedly call in saying there was an issue with her refrigerator door but you could only see it between 10-&11 am I changed 6 doors for her the manufacturer finally gave her a new fridge we have become a bunch of cookoos ! these units end up in the dump causing pollution and waste of our resources
That’s pretty fucken dumb man.. it’s hard to deal with ppl like THAT. It’s all about just listening and taking it with a grain and salt
@@BlueOriginAire "Rudeness is a weak man's imitation of strength."
How I deal with OCD customers? Hourly only for small jobs. I have one that is a great person, nice lady, but is super meticulous. I gave her a bid for the first job, went way over my hours, and learned my lesson. She doesn't get an upfront price anymore. I just bill for the time it takes, and she pays it.
Most people, on both side of the job, do not actually listen to what is being said. Listening is the most underrated skill.
I really have changed over the years. I use to get so burned out I thought 97% was good enough.
Then I would go home and rest come back the next day refreshed make a new punch list and finished it right. Rarely ever a complaint from a customer.
I'm in IT and I started out consulting over 20 years ago. My experience backs this up. You have to "act" understanding and concerned, no matter how tired or frustrated you are. That's what is called "professionalism." This is what gets and keeps customers. It is also what gets you promotions and more opportunities if you work for someone else.
100% - act like you're a chick fil a employee lol
Basically true (happy customer, happy life), but also only to a certain degree.
Sometimes you have to set borders.
"My pleasure!" @@carson911
TRUE @@wolfgangkranek376
My favorite tool for dealing with nit- picky clients is a role of blue tape. I build a relationship and communicate well with my clients so when I wrap up at the end of a project I leave them a pad of paper and a roll of blue tape with instructions to write down and put a piece of tape on issues or things they want addressed. It seams like putting a physical marker (a piece of tape) on the problem lets them stop stressing that I'll forget to fix it and it also lessens the walk through to identify the pickup list. The more picky the client the better it seams to work (even those ones that take a flashlight to a painted wall) if it's something that can't be fixed I remove the tape and they still seam to be satisfied with the resolution.
People just want to be heard and if they feel like your listening the battle is mostly won.
Just remind the client that "YOU ARE DOING WORK FOR THEM, NOT WORKING FOR THEM"
Man, you hit the nail on the head in this video!
The line about winning is key, and I like the old saying "I've never lost money on a job I did not take!".
I had a customer a while ago that wanted a bunch of custom cabinets built, all out of hardwood, no plywood thank you very much, I gave them renditions of what the cabs would look like in their home, and I had maybe 6 hours of time and effort into the job when I gave them an estimate, they came back with a counteroffer that was bout 60% of my estimate. I flat out refused the job, no way, I'd be making fast food hourly wages if I took the job at that price. I suggested that they look for someone else, and I took my drawings back. Six months later they were calling me up asking if I could do the job at the original estimate. I hope to get to it before the end of the year, but I'm busy and booked up fairly solid.
Reading customers, yeah that is key, and dealing with their questions and almost holding their hands sometimes. I've done many a call back well after a job was done to fix something, nine times out of ten it was not even something that I did, but I'd fix it (simple stuff) and be on my way. I'm like you, when they ask how much they owe me, I usually just say its a "Service Call" and not worry about it.
When you work for yourself, you have to do everything, from the actual work to the estimates and the sales work too, people skills are key.
Great subject, love the videos.
Cheers from Tokyo!
Gainesville FL here, Sometimes u just have to take it how it comes. I'm pretty good at reading people but I have had homeowners surprise me too. Think that decent people and turn out not to be. Also had it the other way around. So keep your cool it's all $$$
My best way I learned to deal with customers with ocd 1 avoid them 2 every client I aim to have I make sure our conversations are emailed so I can have detail of what material and style and examples of previous jobs so in the end they are bound by there word and so am I even then power it works so far
In the end, most people just want to feel heard. My trick is to praise their discernment and make them feel like I'm doing everything possible to address their needs. I have a customer that got passed off to me because she was too difficult, I have done work for her now for over 10 years. I charge her a premium and she is happy to pay it, she even adds a bit extra occasionally. (definitely try to get time and materials)
I have been a high end custom home builders for 15 years and seem to attract a lot of this kind of customers. I love the tip of treating the warrant work as a separate job. It really is. One of my biggest tips i have is to just let them vent. Sometimes all they want to do is complain. If it is work that needs to be addressed do it. I do a lot of the handyman work myself. I find that a lot of punch items will take me less time and effort to fix myself vs getting the sub back, scheduling it with the sub, my owner and myself, showing and explaining the problem to the sub and double checking their work. It’s a lot easier to just fix it myself most the time. Also we screen customer and if you get a bad feeling run
I have a handyman/remodeling business and tend to be slightly ocd. I find that the less a customer finds wrong the less they search. The more they find wrong the more they search. I've found spending a little time in the beginning finding out what they are sticklers for saves a tremendous amount of time on the final punch. Most homeowners never have a problem with payment arrangements until the last check. That's when they feel they lose all the power and do there best to ensure everything is perfect since they don't expect to ever see you again or to honor warranty work. It's always first time customers that feel that way. All repeat customers and word of mouth customers know if you are just good at your job or honor your workmanship
After I have an OCD client, they go on my "too busy" list. The next time they want me to do work for them, "Sorry, but I'm too busy". Then refer them to someone that charges three times the amount that I do.
🤣🤣
Good move 👏
Moral of the story don’t make it / take it “personal” it’s business. Use your PR skills.
What do Puerto Ricans have to do with it? :))
@@isitmondayet
PR also means;
Public Relations
This is exactly the reason I stopped doing work for home owners, and only do property management. In this day & age you get so many entitlement attitudes that the money was not worth the stress & head aches. I have 4 property managements, I dont stay to long on 1 job and I make way over 6 figures a year. Im good. I hope this helps other handymen .
best paying, easiest to work with, both property managers and real estate agents.....they pay, no questions; they also know what to expect.
Would you mind walking me through how to get property management contracts?
@@torrianfrazier901 Sure not a problem, get general liability insurance, it's very cheap, city business license, business cards, go in person to all your local property managements introduce yourself, give them a card and copy of license and insurance. Be friendly, dress professional and you should be good.
I totally agree with you on reading the customer you can start out fine but sometimes a bad day for a customer flips things upside down. I first try to get to know the customer a little more. You try to connect with them. As you are working get there input even small things. In time some of these customers can turn around and be a great customer. Other times you wonder if you are even going to be able to finish the job. Always keep in mind you just have to get through one day at a time. This has helped me for 34 yrs. Great video content that is on the fore front every day. Till the next one !
We had a client walking around with a level as we were reinstalling here kitchen cabinets an island. We were the 3rd crew (HD hires) she had in . We rolled in and redid the install in 6 hrs. She would ask me “am I being too picky?” I’d say to her were here to get it right. Right is not just level plum and square, but right for you. It’s your house. She ended up wanting us to do her tile work. Suffice it to say We won’t be doing the tile work.
I have the opposite problem, I have OCD, which means I tend to be overly zealous about the quality of the work, which in turn makes it take longer than I'd like. But it's a great tool for exceeding the customer's expectations.
I've been in business as a handyman for little more than a year, much thanks to inspiration from you. Awesome content, keep up the good work !
Same here
Good luck and best wishes!
Paul Hoskins thanks, man !
"95% Rule" I helped a friend pour and finish a cement patio. He said we were done when he felt it was at 95% to his liking or perfect because if you try for 100% it ends up being 80% to your liking and you spend more time. I use that philosophy and it helps. Know what your 95% is though remember nothing is ever 100% perfect unless you are "The Handyman."
Under promise over deliver , I’m ocd to a point 😂
Customer service is the most challenging part of the job. I had one recent customer who complained about 1/4" space between the bottom of door and floor on the 5 doors I just installed. They wanted the doors to have a 1/8" space. My first instinct was to walk away but I bought new doors and replaced them. They were finally happy and referred me to thier neighbor for a $30,000 job. So in the end it worked out. Sometimes you have to take a hit to get ahead.
I personally wear a body-cam openly when ever I deal with the public. If client dont like it, too bad, I dont need thier money near as much as they need ME to fix thier issues.
It is amazing the way that 'knowing' they are being recorded, that puts even the most dysfunctional individual, on thier best behavior.
Plus no one can challenge MY story latter...
And thanks for the posting...
that's awesome
It's about answering there questions and being calm and confident and honest.
I add the extra pain in the ass charge to every job. If it goes smoothly I drop the end price and tell them they were great customers and I finished in less time than anticipated. If they are hard asses the price stays.
I have done the same, if i feel or hear something negitive about their treatment of past contracters.
Yea if the sound shifty j add a shifty charge
If I sense a customer will be difficult based on the first interaction and I can tell they will be a pain, I mark up the entire job. If I get it, great. If I don’t, thank goodness!
Many people are difficult because of dealing with crap contractors.
I'm retired now, The biggest thing I think is honesty(Trust)! I found that after 30yrs. maybe 10 really good referrals made it work! Id get all my work from "word of mouth" and it was hard to get any time off! Id take late Feb,-end of March off(live in central Pa.) Hate the real cold stuff! Lots of Wood-Mode kitchens for Doctors! There were a few that there was no pleasing! They cost you, no dought!
I think you nailed it by talking about profiling your clients. When you’ve done this long enough you start to learn what jobs to take and what to walk away from. Jobs I really don’t want get ridiculous bids. That way if they do decide to go with me at least I’m getting a monetary supplement for the headache I inevitably know is coming.
It is hard when you’re first starting out because every job you need. But as you go along, get your network built and money in the bank you can afford to walk away from jobs occasionally.
Great video and mahalo for keeping fresh content on the channel!
I'm in my 25th year of self-employment and, like others, I have run up on difficult customers. There was one bathroom tile job that I simply stopped working on. I told the witch there was no way I was going to please her so I just stopped and suggested she hire someone else. She became very docile but it wasn't genuine. I stood my ground and walked away! That scenario is rare because I'm the OCD one and won't leave a job alone until it meets my stamp of approval! When it passes my scrutiny it surely finishes out to more than the customer expected and everyone is happy.
The one thing I have learned working with the public for 24 years in the communications business is customer service. Knowing how to deal with all types of people. It’s the main reason I pick up a lot of jobs in the Handyman business. I’ve done small jobs for repeat customers for nothing and I’d get a call the next day from a friend of theirs and pick up more work. customer service sure goes along way in the Handyman business. Thanks for the info Handyman👍
Brother, this struck a chord with me. Customer service is job zero. If you are not engaging emotionally, connecting with your client, or feeling the mutual love, it will be a rough ride. Most of my life, I've been dedicated to technology consulting, and the same is true. I always offer a gratis initial visit, of course, but part of that for me is to get an emotional gauge on what our relationship will be like. It goes so deep as to explaining what your future relationship will be like. I find that I price myself or explain myself out of work that will sink me in the 32nd-inch-wide details. My favorite thought experiments about a new client are: Do they care if I wear a baseball cap? (past clients did) Do they care if I look the part (past clients did)? Do they explain flaws in existing work in a kind way (many do not)? If a new client visit is an exercise in trashing previous tradespeople, steer clear. Love your insights, thank you for your kind work. We appreciate your voice.
I've done wrought iron contracting work. I was very fortunate to never really have too many OCD customers. I just made sure to always give 100%. But also i really made sure to try and talk to them and feel them out personality wise.
After chatting up a potential customer the lady began to vent about all her troubles with all the different contractors she was using and all the different law suits she was pursuing...
She's still waiting for me to get back to her on that estimate.
Of all your channels, this one is turning into my favorite. Glad you started it!
You hit the nail on the head with that comment, after being in the casino industry for 35 years, we were trained constantly to "exceed expectations " with customers and smile and make eye contact. Still use this in my part time handyman business.
I have a 73 yr old ocd customer. She had me scrub her shower. The maid didn't do it good enough. I went to the hospital that night with bleach poisoning. Severe abdominal pain,throwing up constantly. We are friends. She's the only customer I let get away with paying me $50 an hour
Know thine enemy- keep them near- and remember- parting is such sweet sorrow- work is work- what makes their cash your cash. The seasoned home repairman develops a sense for grinders, evading work, focusing on friendship, passing off the intended misery, making the game, wearing them down.
Excellent! My input is simple.. Communication. Apologize when needed! Ask plenty of questions and repeat them and answer them so they know your listing. Don't let your pride do the talking for you. Smile. Thank the customer for allowing you to work for them.
I have found out that a lot of the time if you spend the time answering their questions you can grow a great customer. They could be a great advertisement for your business once you make them happy.
I can relate to this since I have mild OCD. Growing up in the 1950's and 60's, all my friends called me a perfectionist. It wasn't until I was a young adult that I realized I had OCD. Luckily, it wasn't the repetitive type - like washing your hands over and over. I just wanted order - turning jars with labels facing forward type of thing. I bought a new home in the early 90's and had a long punchlist. I probably did list items most people would have overlooked but the contractor finished my list 100% and I was a happy camper.
Find the right customers
Make the customer feel at ease
Do a good job
When first meeting a potential client I always listen for clues as to who they are. I'll ask pertinent question that will give me insight to their character. It's better to avoid potential problems, even when needing the work.
I'm curious the pertinent questions you ask? I've tried to figure out the questions to ask, but I usually rely on the "do you have any questions?" If they do, I know they are invested in the work to be done.
@@matthewrambert5576 I try to ask relevant questions but try to include "small talk" that gives me insight to their ethics and morals. Also I ask if they've had work done by other contractors and how it went. One time a woman wanted to hire me to do a backslash in her kitchen. It was a beautiful home and an amazing kitchen. It would've been a nice project that would most definitely been a photo in my portfolio. She had mentioned she recently had the floor done. It looked great. She said she called the company relentlessly over very minor "imperfections". One tile slightly lighter than another, a small gap in grout for examples. On such a lage project I can see the gap happening. A contractor would have e no problem talking care of it, and they did. But we all know that no tile is the same. They are like fingerprints. And they are perfectly imperfect. She refused to except the VERY minor shade differences and relentlessly called the company. The company decided to give her the job for free just to cut the ties. I knew this was someone I couldn't work for.
Each situation is different. Every person is too. As you gain experience dealing with clients you'll learn to spot the bad ones. ALWAYS TRUST YOUR GUT. No job is worth the hassle. Eventually I've established a client base and now only except new clients if they are referred. I dont advertise. I will not work for someone who isn't referred. Seek out realtors as they can be a good source of regular work. Try to look at folks Facebook pages or other social media and get a glimpse of who they are. This has also been helpful. I hope this helps. Good luck.
Great advice on not taking on those types of clients. I’ve been a painting contractor for ten years now and that is one of the best skills I’ve learned. On the first walkthrough of the job you are interviewing them too. I also paint murals and do faux finish and that is even harder to sniff out the ocd clients. The client ever tells you that they could do the work but don’t have the time you are opening up a can of worms because the client has put their ego on the line right up front. You win some lose some. Keep learning!
great video. thank you for taking the time to produce them. working for a property management company i have learned that listening is priority and whenever possible get something done for that customer/tenant immediately. By listening and implimenting action you show respect and concern for them. it will take them from a level 10 down to a 2 in short order. you will win 99 out of 100 by doing this with care and caution. there is always one that you cant please no matter what. just stick to it. that has been what has worked for me. thank you
I just wanted to take some time to write in and say thank you for what you do as well as to motivate me to saying "I can do it!"
I've been hands on skilled for years, fixing multiple things around others houses and even diving into my first few vehicles...but I never thought I had the detailed skills or knowledge to be able to start a business and do what I enjoy to make enough money and step away from my desk job of over 8 years.
Well, two months ago, I ordered a few car magnets with my custom design and before I knew it, people were calling me asking if I could help improve their home...and that's exactly what I've been doing!
It's so nice to be able to work for myself, take time off when I need to without having to get approval from a boss, and best of all, be able to make more money to reach financial success!
Thank you again for doing what you do
I was a handyman for many years. When it came to difficult customers I usually knew it even before I started the job. And I would ask them plain and simple what are you looking for. And then I'd explain in detail what a basic job is and what a high-end job is. And that they expected low end prices for a high-end job I would just walk away. Of course I learned early on in running my business that a consultation fee is necessary and that the customer has to pay if they can't decide what quality they want. Time is money
I'm less than half a year into my Handyman business but I have a lot of experience in dealing with people and helping people deal with people. First of all, remember that it's unreasonable to think that you will not encounter difficult customers so expect them. Then, you are not surprised when they pop up. Next level is to understand that you can't control them or the fact that you have to deal with them but you CAN control how you react to them. This is a bit tricky and takes practice but you can eventually get good at not letting them throw you off at all. You can practice with tons of little things during your day. The top level is to understand that working with these people is making you a better person. If you want to be the guy who can keep a cool head when encountering OCD customers then you have to go out and encounter OCD customers. "Smooth seas does not make a good sailor". I still agree with your point to avoid them. There will always be opportunity to practice.
Love the videos. Knocked out an old basement door today and got a house ready for some folks to sell. Meeting a lady tomorrow morning about putting exterior venting fans in bathrooms and kitchens (in a pretty new home....go figure). Great work. Great money.
As a business owner, no matter how good you are, you have multiple roles that you must play.
Being able to read people, salesman, public relations, triage expert when problems arise, building a good rapport with that customer,if that customer has paid you well in the past even giving some of your work away will guarantee you will get more jobs by word of mouth that will net more money than what you just gave away.
I have been doing home repairs for 16 years I am also licensed home inspector I have had customers like this some clinically OCD some OCD because it's their personality and it is all about customer service. I still have my 1st customer from 16 years ago she was the seed that started my business. She has referred so many customers I couldn't keep track if I tried. If you want to succeed in this type of work you have to learn to deal with people. Great video and for some out there handyman is not a derogatory term.
This is so true.
Learn to pay attention to the customer, some you just cant work with.
Last job i ended up firing my client.
I had worked out time and materials work for the old house she just bought.
I informed her i would bill her for everything I did involving her job.
She decided quickly she didnt like this idea after asking me to spend time on various things. So i set about doing the painting we had discussed.
She was at the job one day asking me questions about billing and time and projects she wanted.
She asked me if im being billed for this discussion i said yes. She got real rude and ordered me back to work. I told her if you dont think i can meet your expectations i will leave. Thats what i did. Loaded all my stuff the next morning and sent her an invoice which she payed.
Try to find the customers that value you, want to work with you and appreciate you.
Bend over backwards for them.
Leave those that dont politely and professionally in the dust.
I’ve learned that my clients really appreciate clear communication on what services are included in the price, what the process of the job will be like, what to expect as the project occurs, and they really appreciate the site staying as neat as reasonably possible. Add detailed information on what products you’re using and why and how they are to be used and it really goes a long way. Also, wear shoe covers and genuinely care about their home/place of business.
The way you explain this is a true statement of your character. Honest hard working man that provides a sincere and positive attitude along with a genuine service that speaks to more than just the quality of your work!
I had an old acquaintance that was talking with me about putting laminate flooring in his kitchen. I said yes I can do that. Then he asked, “Do you do good work? cuz I’m kinda picky.” I said, (Excuse me! LoL) “Uh, yeah.” So next he says, “When can you do it?” And I replied, “I don’t know,” and never went back. Some customers talk to you non-stop while you are working and they work on my LAST nerve. I combat this by wearing ear plugs, or having someone else there for them to talk to, or I just don’t do the job. Peace of mind is important to me.
Ear plugs, I gotta remember that!
Picky Customers are something that you are bound to run into. When I run into a picky OCD Customer I just stay calm and remember If I was Spending My MONEY I would be Picky too. So I stay calm and just listen (this is KEY) to what they are saying. Because sometimes they are saying one thing but meaning another. So I repeat what they said but in a different way to make sure we are both on the same page. Communicate with them if they are not being clear ask questions back. Communicate it will save you time and effort and possibly errors. Stay calm and confident.
I used to call it an "asshole tax" in my mind when I would do the bids for potential customers I knew would require extra time to satisfy their requirements. I'd typically assess it as how much extra time *beyond* the actual labor of the project do I think I would need to leave the customer happy with the work performed if I suspected they would nickle and dime me on all the details. It was one part incentive for me to accept a job for someone I felt would be difficult to work for. One part actual labor time padding to keep me out of the red and make the extra "customer handling" time part of the package deal. This eliminated a *lot* of the frustration because it effectively just becomes another service I am providing for those jobs. If I did wind up pricing myself out of the customer's budget, I'd always considered myself lucky to have avoided a potentially toxic experience and the lower bidder can have that headache. I'm not proud of myself for internally having nicknamed that incentive labor add, but it was expedient as a description for myself as a reminder of why I needed to add it and how much it should be on the case-by-case basis.
The way that I deal with all my clients, is I ask them to make a list of touch ups during/after the job and get me the list within a week of completion, so we can schedule a day for me to come back. Some times things they put on the list get fixed before I am done. I am open to any pitfalls in my approach, but right now I feel it gives the homeowner the freedom to speak their mind and it gives me the protection of reading the punch list without them around.
The only problem I have, is when they want to criticize the work before it is complete like after doing a drywall repair and having to repeat that it takes 3 coats before the imperfections are gone. Or looking over your shoulder and asking why you do it that way and not this way. Or the worse is when they try to -help-. Like carring a sheet of plywood or drywall and they run up and grab the end when you are balancing the center. Sometimes good intentions lead to an injured back. Thank you handyman for all your determination and persistence. Making a difference In this world.
LOL. That would drive me crazy. Especially trying to grab a sheet of plywood. I had a home owner carry my ladder out to my truck last week.
People are awsome. I love helping solve problems and bringing visions into reality.
I have clients try and help me all the time. I just tell them nicely that if they get hurt my insurance doesn’t cover them. I also like my line of there’s about 10 tools laying out right now that will kill you if you’re not careful. That usually sends them outside.
Clear contracts and charging enough is the key for me to dealing with those types. Hundred dollar bills have a way of making me unbelievably patient. One job I did that I thought was going to be difficult went easy so I reduced my price in the final bill, still made my rate and put a smile on the customers face.
Thanks for the insight one again. These past 3 days have been tricky to say the least. Self-employed handyman for 3 years now, and I owe thanks to your awesome videos for keeping me psychologically decent and mostly on track to success!
Im working for an OCD customer right now, I’m wrapping up a siding job for a contractor that was originally started by a different crew. The homeowner has me caulking seams in the metal facias even though I explained that everything needs to “float” for expansion and contraction. She didn’t care, it’s what she wanted...I said ok and got to work!
Also a siding contractor& run my own business, It’s so funny when they try to teach you. Sometimes you gotta do what they think is good so that you can get paid and move on
Yeah, after doing this for many years, I've learned the types to steer clear of. A classic deal breaker are the ones that are convinced that they know how much something should cost or how much time it should take. Step away from these because you will never ever win.
Ken Hill I hate it when they tell me this is an easy job. Shouldn’t take very long or cost too much. In my head I’m thinking why don’t you do it then?
@Ken Hill that cracked me up.
@@jayrigsby2748 And they know exactly how it should be done and everything about the parts and the process. I actually told a customer what was going through your head. Normally I wouldn't do that but we have a unique relationship.
This video is *exactly* what I needed to see this week. Thank you! You're worth every dime spent on a college degree.
In all situations don't say too much. Keep smiling. Slowly walk towards the door. Then pretend you have a phone call coming in and keep walking.
💯👍
contrary to the saying “the customer is always right”, in my experience you have to present consequences to customer requests that are likely not logical or executable.
If they are not reasonable, get away from them as soon as possible
The customer is often wrong....the trick is to point out the error without saying "you are wrong" because nobody wants to "loose" the right/wrong battle.
that's why many companies charge restocking fees. they want to discourage the annoying people.
I used to work in health care before becoming a handyman. We were trained to ask `Is there anything else I can do?' over and over until you had got all of their issues out. Don't discount the actual problem either, never have such an ego as to believe that you have done it perfectly and the client is wrong. Listen, listen, listen. When you listen to your clients you more often than not can spot more work or issues that you can solve.
Been doing residential heating and air conditioning for 31 years.the company I work for is a small family owned company and we do mostly high end homes,new and old homes.the lead installer is the one in charge of the job.usually it’s just me and my helper.first day on the job I meet with the homeowner and go over every detail of the job and what I want to do.explain the advantages and disadvantages of doing things in a certain way.i listen to what they want and we work out a happy medium.have to remember they are paying you for the work.after I do the rough in they always change their mind on something.i listen and if it is not a problem I just say okay.never argue with them.i really take pride in my work and rarely when I finish do I have a punch list.i try hard to be a friend to them and make sure I leave with them happy
you have a great perspective on this. You never want to get confrontational with your customer, you always want to find out what they want.
"the strongest position in any negotiation is the willingness to walk away and mean it" Corey Wayne (dating guru...he worked in construction too 😊)
Col Pro
😆😂
It's gotten that the public are such spoiled aholes that you would have to walk away from most jobs and they will pay double for lower quality work before calling you back & conceding they were being out of line after 20yrs of this I couldn't take it & shut my business down
You nailed it. Calm, confident and listening. I have set at ease many a should be trouble customer. Not all of them. Some people don't actually want to be satisfied. Do your best and rest on that.
Most of the comments describe me as a customer. I work in retail for 30 years where things need to be done properly, timely and held accountable. I have also had a high performance speed shop for 10 years. Going above and beyond their expectations and making them feel comfortable. So called difficult clients have other underlying issues usually control. If you take the time to listen to what the customer wants and build a relationship. As the saying goes, Kill them with kindness! Quick story, I dealt with an older lady it was impossible to deal with. She came in every Wednesday and everybody fled. She was rude old and drop the F bomb all the time. I dealt with her until she was leaving the store And I bought her a bunch of flowers. She started crying and said nobody's ever done that for her. She is a happy customer now. Once a month I get screwed over by some kind of contractor. I asked good solid questions and ask if they have a licence and insurance. If having the expectation that the job is done right, using the correct materials and being satisfied at the end of the job is OCD I disagree. PS I also get everything in writing so there are no issues.
I've learned to deal with picky OCD customers by redirecting there faults to the better things. And sometimes you find people you just cant please. But, we need to learn to accept faults and be accepting to fix very specific things.
good advice! i have been in this business 38 years and have found that if people can trust your word they i.e. warranty fixes and willingness to please they are long term customers. if they are unpleasable give up some pay and walk away. love the channel
"Don't take on a job you can't win." My policy exactly.
I have found that rule one is to acknowledge or agree that whatever it is could have been or should look better. Then provide a solution. Many times they don’t want you to tear down everything to fix the tiny thing. Sometimes you have to tear down to get it right. But sell the potential problems of redoing if there are some. It easier to do it right the first time I might add.
I'm retired builder now . I designed and built well over 200 homes. When I had a difficult customer I could not make happy no matter what I just didn't go to the closing. Some people want things for so they think they get a good deal. Things change if you don't close their house. I know a lot of people can't be in that position because they need that money right now but sometimes it's better just to not show up. The realtor's I deal with know that that's the way it will be and they pass it on buyer. Saves a lot of hassle.
Hello and thanks for the advice! I work in and around London, I'm employed and work in the social housing sector and most of my work is council complaints which can be difficult as the tenants are 9 times out of 10 pissed off! However for the the list 6 years I have become very accustomed the dealing with difficult people. I've just started my own side business and next year want to go self employed and I still feel that the hardest part of the job is the customer. I need to work on going on the defensive!
What a great couple of channels, thanks for putting all the effort in to share your experience.
It's been quite a while doing jobs for me but i enjoyed all of it. When i used to get a real picky customer i almost always could put them at ease by inviting them to watch or at the very least handling their questions/objections with genuine concern so they would understand or at least accept the outcome favorably, after all they are the ones that will be looking at your work for a long time. Some would outright say they are really picky and i would quip there is no way they're more picky than i am.
I am in a unique spot in my life now and am going to get licensed and insured next year to take on preferably small amounts of work and wouldn't mind a few "worthwhile" picky customers as when you make them happy you simply will get plenty of referrals.
Charge OCD customers triple! Tell them you have to charge more because of this or that. If you walk in the house and it is in pristine condition, turn around and walk away. Those are the OCD type.
I had a customer I was doing landscaping for and when as the last phase of the project I had installed 2000 sq ft of sod for her she told me to roll it up and take it back to the sod yard. She didn't like the color. It was too green. It didn't match the neighbors' sod in the 'hood. I told her it was because the new sod was over-fertilized from the sod farm. She demanded I roll it up and take it back. I told her I was just going to have to take the sod to the dump because I couldn't take it back -- she didn't care. I walked away and didn't come for two weeks until I knew the sod would mellow out -- and it did. Meanwhile, she deluged my phone with calls day and night until finally she was threatening to call the police. When I finally did go back I pointed out to her that now the sod matched the other lawns in her neighborhood -- and looking around she agreed. It was a happy ending and she ended up giving me good references going forward.
Night Wolf, my advice - stick with it, particularly at your stage of the game.
Quick anecdote from my past. I went self employed as a handyman here in the UK after a long career in the electricity supply industry and a few more as a property manager for a not for profit. The first customers were the typical friends and family, I kept my head above water but not much else. Then I got a referral, one of my first. I was warned in advance by the friend who passed on my name that this person could be a pain. Apparently no contractor works for her twice.
Well I start as her go to guy for the tenants in her apartment in central London (she's living in NYC at this stage). She moves back to the UK with work and I referb the apartment. That was nearly ten years ago. She is a senior executive in the financial industry and has since purchased another property in London which I look after and she has passed me on to any number of her colleagues. My business doesn't revolve around her but it's fair to say she has been, one way and another, my most lucrative customer.
Is she a PIA? I can see why people think that but we have sort of got used to each other by now. How to deal with it? Handyman is right, you do have to switch hats. Remember 'customer is king' (I don't always believe that but then there's only one other choice - walk away). Think of the long game. My golden advice I always pass on is 'own your mistakes'; if you stuff it up put your hands up and then sort it. I did that very early on with this particular client and it's one of the reasons she continued to use me.
Good luck with the business.
To your question. Just take a deep breath think of how you would explain the details and tell them the details they wanna hear. Also as a bonus have many different options for every detail. Have a plan for what you like then have a couple other material options like higher quality or lower price or after talking to them and understanding what they like have a few options you think they will like.
What Handyman says is true. I never had the instinct to write off a customer's complaint as "OCD". I have found with a little empathy, a little attention paid to them, a smile and calm tone usually is enough to disarm them. What I often found in going back, after mine or someone else's work was complained about, was that the customer had a legitimate grievance or that expectations were not set ahead of time. Donating a little of my time would usually satisfy them.
Nailed it. Forgot to mention the extra buffer on price for the three rounds of “touch up” you know needs to take place when many guys think they are done and get defensive or offense when there a small tweak requested in final product. Breath and fix it with a smile, and don’t talk about price before it’s fixed if it’s questionable warranty work... build your case and make decision after the small adjustment is made (hour or less)
I’m pretty meticulous about my work, so this is rarely a problem. When I notice someone is extremely particular, I usually ask plenty of questions before and during the project to make them feel involved and to get feedback on how it is coming along from their perspective. Some customers just want to be more involved. If I happen to do repeat business with someone like that, I may adjust my price accordingly.
You got off easy just doing 1 orientation! I work at another big builder and we do 4 meetings before our final walk through with them and then a new home demo and a 2 week follow up!
I love your background you have a very similar background to myself and being able to go into a new situation with eyes wide open is critical. I called these people post it note customers. These kind of customers are the reason why I don’t generally paint my installations of trimwork and wainscoting etcetera. In my experience the very same people who insist that my installation be either pre-painted or painted are the ones who will be the most meticulously detail oriented when it’s time for a check. I occasionally have customers insist that I include painting in my projects and if it’s slow sometimes it’s tempting to agree. But I think back to a few situations where after I brought in a qualified painter I saw the customer go through holding a flashlight and a stack of Post-it notes inspecting nail holes. These same customers will point out issues with their walls even when painting the walls wasn’t part of the scope of work. The bottom line for me is before I take on any job I meet the customer face-to-face and I interview them just as much as they are interviewing me and I decide to work with them because once I begin there is no turning back, there is no Ability to walk away and there is no way that I will leave an unsatisfied customer because in this world of online reputations you simply cannot risk giving people bad experiences.
I once had a costumer call me back because she was concerned I installed the toilet crooked in relationshipto the wall. As I thought the tank was the same distance on both left and right sides. However the tank lid was assque no mor than an eighth of an inch. I was impressed she could even pick that up with the naked eye! Nice lady and still work for her at least three times a year.
I tend to use a grandparent rule, would my grandparent be praising to thier friends if they saw my interaction with the customer? That's the goal.
My customer service experience was in retail for several years but it has really stuck with me and impacted me later in life. I've found that if your last interaction with a customer was a superior experience, they will forget or forgive the rest. It's not always a financial value either, people really appreciate effort.
Thank you, this video helped me. I'm dealing with an OCD customer in my woodworking business that wants an update every week. Ill put my customer service hat on and not take it personal now!
Very *good* advice re. customers! In a previous service-repair business I sometimes would even state that I was *their* advocate between them, the customer, and the product manufacturer. If the customer was upset or concerned about a matter I would say something along the lines of "Let me see what I can do for you to resolve this problem." Or, "well that's not right! Let me look at it and see what I can do for *you*." I would try to show them that I was going to *personally* make matters right *just for them*. If a customer, and I've had more than a few, was completely unreasonable I would politely explain what it would cost them to make things the way they wanted and how long it will take.
A bit of a novel, but here's my worst encounter and only my second customer for my handyman business. Before doing handyman work, I renovated houses for over 10 years.
I didn't see the warning signs until it was too late. What should have been an easy exterior door replacement turned into a nightmare.
Drove her to Home Depot to pick up the door (special order) and it wasn't in and she threatens to sue them. They never called to say it was in she just assumed it would be in. Her story would change every time she talked to someone new.
The door finally came in and I installed it. It was 2 inches short and she said it was my fault even though she ordered it before hiring me. She said I should have known. I knew it was short, but a piece of trim would have solved that.
She called me a few days later and said Home Depot was going to give her a piece of wood to cover the hole. She has a heavy accent so I mistook this to mean a piece of trim. Turns out it was a piece of plywood to cover the rough opening while they wait on a new door. So I drove almost an hour to put up a piece of plywood.
When I was there, she asked if I would recaulk her tub surround. Took me a little over an hour to remove the old caulk and recaulk it. I told her it would be $50 to put up the plywood and $50 for caulking the tub (was there for 4.5 hours that day including driving her to Home Depot), so I thought that was more than fair.
She said "No, I will not pay $50 for caulking the tub. I will give you $25. We had someone do it for $15 last year". It showed. The last guy went right over the old caulking! And she said she would add $50 to the total of the door installation, but wouldn't pay today to make sure I come back.
Earlier that day, she had me sign a note saying I would come back to complete the door at our agreed price of $300. After the caulking issue, I took the note and headed straight for the door.
She trapped me inside and threatened to call the police. I ended up diffusing the situation but not before she mentioned that one of her customers was suing her!
Long story short, I drove to her house 4 times (almost an hour each way), took her to Home Depot 3 times, put in about 15 hours, and got little to show for it.
She called me back about 2 weeks later when the new door was in and I let it go to voicemail. The next day she called again saying she took a picture of me and was going to call the police if I don't go back. She didn't even wait a day before laying on the threats! She tried calling one more time and her husband left a message too.
I sent them an invoice for the work I did and never heard from them again...and never got paid the balance owing.
I forgot to mention, on the third trip to Home Depot she was reaching for a door knob and it fell on her. She made a big deal about it and I had to wait and extra 30 minutes while they took her to the back and gave her an ice pack.
What a shitshow!
We have all had customers like yours some even worse. I had a lady with an old AC that none of the HVAC companies would work on because it was so old and they were concerned about fixing one thing and another thing breaking and so they just wanted to replace the unit I told her I would try to fix it it had a leak so I put in stop leak and fifty bucks a can I charged the unit up I did a tuneup on the unit to make sure everything was working properly Andy unit work for a while but then the it leaked again. I told the customer that I would try to fix it but that I would have about $250 in materials and 400 for the labor and that if it didn't work she would still be liable for the 250 and I would give her the 400 back. When she called and said the unit wasn't working again I said I would give her the 400 back and she went totally sideways and said you said you would give me all my money back which isn't the case but I ended up giving her the 650 back so I spent about 6 hours taking care of everything and ended up losing $250. Not counting drive time or any of the other stuff. It's unfortunate that there's people out there that are so unreasonable but I moved on a long time ago and have made that money back a hundred times over. Hopefully we live and learn from our mistakes.
I have pretty good street intuition so can tell if someone is a bitch from there voicemail what they say, I don’t even bother with asshole types, I have enough work to do as it is and I am getting refferrals to good clients all the time. You really need to get your shot together brother, it’s dog eat dog out here and if you want to survive you need to just fuck with those that have money and put up with their shit, however is the poor people like that lady aren’t invited to the party
I have one just like that. Go over to do a basement remodel and she wants me to tinker with a lawn mower, a weed wacker, etc. Tried to pay by giving me old worthless crap that she got from someone who was throwing it out. Lol
Bad customers ruin it
Driving an hr to a job is your first mistake. No one can tell me they make their rate driving that far. I don’t do any job further than 40min from my shop. And even that is rare.
@@petepistachio8229 Just starting out I will often take the job anyways even if I'm missing my rate a bit. Easier to turn them down once your calendar is getting full.
Three customers from the past jump out to me. 1 only cared about how cheap you would do things and I walked away. 2 was a recently divorced woman who wanted some work done on a house she bought. I quickly figured out she was a control freak and why she just went through a divorce. I told her I wasn't going to work for her and she threatened to sue me. Bullet dodged! 3rd got in the door with a $14,000 project that ended as a $41,000 project by the time I was done. She wanted things the way she wanted them and as long as she was willing to pay for it I was willing to do it. One example I built her a brand new deck after extensively showing her how big it was going to be. When I was done she walked out on it said it was too small paid me to tear it down and paid me to build it bigger. Crazy? A little bit! Oh well, as long as she was paying for it I did what she wanted
I like it
Sometimes the easiest way to deal with that type of customer is to ask “What would you like me to do about this issue?”.....Many times their answer is a much easier solution than you think it will be. Take your ego out of it & keep it just a problem to be solved. My old joke is “I’m good at solving problems. You know why?....I’ve had a lot of problems”...It’s part of the job. You’re there because the customer had some problem or issue to begin with. As Pro’s we’re there to solve their problems & make money, also making a life long customer in the process. I’ve been a Tile Contractor in the Memphis area for 32 years. I’ve seen a few things.
Tip for you guys
I'm a customer. I appreciate good work. I will pay big bucks for a professional job.
Recently hired big name company to do replacement widows. My thought was well known established company will do it right.
Well not so.
Day of install they sent the three stooges. I would occasionally check progress and told them I wasn't happy. It looked sloppy and this was a 17000 dollar job.
They finished. I withheld final payment and expressed dissatisfaction to customer representative. Took about a month for new crew to come out and basically reinstall windows. This crew was excellent. Great guys who cared about quality.
I called my customer rep and heralded the excellence of these men and asked why I didn't get them the first time!!?
Anyhow I now have their names and next time they will be the only installers allowed
A lot of clients go into a project with the expectation that they are going to be ripped off & the work is going to be bad before you even take the job! This is a problem every time because nobody wants to be be wrong & they are trying to prove themselves & their pre conceived ideas right, even when those ideas are completely wrong. The trick is to communicate lots along the way, find ways to prove their wrong ideas are incorrect along the way, show them the little things as you go along especially when you find a hidden issue behind the walls after the initial demo which is going to add a variance to the contract. Have the building code book in your truck, show them the relevant text in there...you must resist the temptation to argue. With this sort of client, you need a written contract with detailed deliverables & milestones listed BEFORE you turn up with the tools.
You are a great, obviously experienced, great teacher!....Keep up the great, informative videos....love them...
5:30 - Good Business, Handyman!!!! Happy customers!!!
People like that get the I don't want the job price!!!
I have done that a few times too.
...and then they take it and ask when can you start! 😂
@@deedub429 thats when you know you bid to low and suck it up like a man and get it done with right away
Haha, we call it the “pain in the ass clause”
woohunter1 i call it the PITA fee. Pain in the ass fee.
All customers have needs and sometimes beyond just the project. Sometimes it can be house sized, sometimes negligible (simply wanting great service for a fair price).
Every time we talk, customers hear things. Sometimes it's exactly what we're saying (with no fear of being cheated or talked down to), other times customers fear (all the time) they're being ripped-off/cheated. It takes time to build trust. To be successful every interaction needs to be moving that trust needle to the best spot on the gauge.
Handyman's approach to Warranty is definitely going to drive that needle positively and keep it in the correct spot. When that (infrequent) time arrives where the task is WAY out of scope, you hope the trust keeps the relationship strong and the warranty type work to be fair and acceptable.
When my folks owned a small country store my Dad always said, "the customer is always right" which drove how my brothers and I treated everyone. Then one day I realized a very large construction worker was stealing soda's (he would guzzle two Yoo-hoo chocolate drinks very quickly), but only place a fresh one on the counter when leaving. This probably went on for a week when I asked my dad if this guy was right?.... we had a long conversation that taught me much. The next day when he placed a drink on the counter (I confirmed he was still stealing) and told him I was charging him for the drinks he already finished. He didn't blink, paid up, and never came back.
If you own the business the harsh and unforgiving 'customer is always right' leaves the team hamstrung and often cutoff at the knees.
Absolutely give of yourself all that you can, but don't be stoopid about it either.
Great topic, reading the comments it certainly sparked some great advise from lessons learned!
I have sold building materials for a long time, heard a lot of horror stories when a contractor gets a OCD customer, or one who is looking to screw them over by making unreasonable/unattainable demands. Screen your customers carefully before accepting them as a customer!
Well said, if I'm not mistaken it's called qualifying a customer. It's what you do when your gut tells you this person is gonna be trouble, or cheap, or hard to please. I've had phone messages saying this is so and so I am in this town and need my tv wall mounted by 6 pm tonight, basically giving me like an hour window!!! Don't get me wrong there are guys out there that love that last minute type of business, but I ain't that guy!! I prescreen by asking loads of question if I feel that this person is shrewd or demanding, 99% of the times I get the answer I need from them, never mind I'll call someone else, I'm like pshewwwww BULLET DODGED! it's our fault if we let others let their emergency become our emergency, unless it's a repeat customer and you know them prior but even then sometimes get you into situations that can sting!! Use your judgement, I usually listen to that first voice of reason in my head you know the one that says DON'T DO IT!! haha, Peace!!! I hope this helps someone... One of my many sayings, people only treat you the way you get them used to treating you!!!
Yes that happens so much
I've had customers that other guys have had trouble with actually taken over for them in the past for that reason I just have a relaxed personality and they sense that I'm so laid back I should be sleeping and I spend the extra time with them listen intently to how they want it done etc and I've only had one so far that pissed me off to the point I had to walk away and give the job to someone else to try to finish he was unsuccessful as well but. I went back talked to them and we hashed most of it out once I got to speak w the husband he was very understanding lol
@@glennmanchester1568 yeah, I can imagine sometimes it is just a case of just listening to exactly what the customer wants. Some people don't have good listening skills these days!
Love reading these comments. Feel right at home here. Shoulda subscribed a long time ago. I watch things on u tube that have mostly nothing to do with my daily handyman life.
To get better results with picky customers listen to them and show them that you're willing to give a reasonable effort to help the situation. Of course you have customers who will take advantage of that.