Here’s bit of confession.
Several months ago (early April) I had contact with a homeowner who wanted to do some work on their home.
For various reasons (including procrastination, finishing up some other major jobs, and other various personal defects) I never closed the deal with them. They were easygoing, which doesn’t help me because their lack of complaining and goading makes it easier for me to put it off.
I don’t know about you, but I start to dread contacting someone after it’s been too long. I know the best thing for me in this situation is to nip it in the bud by doing it ASAP (it’s not going to get any less uncomfortable by waiting longer) but I failed to do that in this instance.
Now, fast forward several months, I’m in a quandary. I know the job has not been started yet by someone else (it would be evident from the street). I feel that I have two goals.
Number one is to get the work, which I realize may be a long shot. I’m not above swallowing my pride and taking an ego hit to get profitable work. That is, after all, why we’re in business.
My second goal is to do my best to mend a broken relationship. I know I screwed up, there’s no getting around that. Maybe it’s too late, but the last thing that I want to have happen is to have my poor service to one person potentially effect our prospects of future work from others. I started to write a brief note to them today to basically apologize, but had second thoughts.
So what would you do (or what have you done) in this situation?
Replies
My two cents says, call now! Or as soon as possible and just be honest. I have found out from personal experience that's ALWAYS the best policy. If you do good work ,most would rather go with a known good reputation than just hire the unknown. Even if you don't get the job you will be known as a contractor who at least calls back ,so many I know of don't even call back, which just makes them vow never to call you again. Just my two cents. Bill D. Quality Wood Chips
Been there, don't that. But I don't have any particular advice.
And what I do is little handyman work and I will get a call during one job and then lose the note.
But I have a client that I have done a large number of projects for.
I think that I can relate this without anyone reconizing who I am talking about.
I was replacing some trim around a window and then say that the siding, T1-11 by the window was rotted and it was a much larger (phyisical) job that I wanted to handle. The HO has not other sources for help and I doing handyman work with a non construction background don't have any contacts either.
But I ask here and was contact by someone. He inturn got the job and did a good job making the repairs.
A short time later I was painting and caulking some windows and found that the window sash and frame was rotted. (BTW, completely different area of the house and different cause).
Replacing them was not a job that I wanted and the HO said that he was would try the guy that did the siding.
The next time that I was over there he mentioned that he had not receieved a bid and emailed him. At the time the HO was leaving town I was tearing out and replacing a shower for them.
I found LOTS AND LOTS of carpenter ants. The HO had mentioned that they found some when the siding was replaced. And since the HO was not available and his son did not know if they had a pest control service so I called the guy to see if they used one.
He said that they did not and just spray some insecticide. Then he said that he needed to see the window again so that he could price it.
I told him that I was working at the house and could let him in. He said that he contact me.
He never did in 2 weeks.
The HO gets back and say that he checked his email the day before when he got back into the country.
And the guy said that he had been "unprofessional" and that he was trying to correct that.
Which reminds me I need to get of fthe computer and make some return calls.
.
A-holes. Hey every group has to have one. And I have been elected to be the one. I should make that my tagline.
Jon
A phone call to apologize for the delay and a sincere inquiry as to their interest in doing the project..
They can politey tell you they've found another or just as likely be greateful that you can start.
If it's the former your embaressment (and theirs) will be brief if it's the latter the phone call should confirm the details..
I've even been there, do a good job at their house, and apologize, and they won't care so much
I'm just sayin'
Been there. I visit a couple of hundred houses a year and drop a few each year. Miss them on the schedule, lose the notes and forget to get there quote out, suppose to call and follow up then don't etc.
Early on I was really hard on myself about it but have now come the conclusion that it is going to happen. But.............it don't make it easier to call. But............you have to do it. Even if it is just to say I am sorry.
I had a guy call about repair work at his business. I wrote the number down, appointment time etc. on a post it. Usually I just type it into Outlook but I wrote it this time. 3 weeks later my wife and I are having lunch and she asks how things went with "Tom". I get the dreaded stomach feeling and realize I never went to the appointment.
Turns out I never transfered the info and found the post it under some other papers. Picked up the phone, said I was sorry, said I couldn't blame him for going somewhere else but I wanted him to know I was sorry and it was my fault. He called a few days later for some storm damage repair. Give em a call. DanT
What Dan said.
And what Frenchy said.
It's better to make the call just to get it off your mental list even if you don't get the work.
There are times when it's impossible to know when a job or a series of jobs will be completed. Is it better to call all your prospects every week and give them the best case scenario or is more realistic to tell them that you'll call when you can see the schedule more clearly?
I've done it both ways and while some people are more comfortable with a weekly report, most get tired of hearing that kind of stuff after a couple of weeks.
Did you promise to keep in regular contact with them? If not, why worry?
Sounds to me like these folks need to see your face and your eyes when you first reestablish this contact. Be a man go to their home unannounced and talk. Honesty and sincerity will usually prevail. Even if things don't work out you'll feel like a winner and be a better person for it.
A lot of people don't like folks showing up on their doorstep unnannounced.
I don't agree with that idea either. A call is a good start and see where it goes from there. If they want to see you let them take it in that direction. DanT
I would call them up and tell them the truth and spin it in a positive way.
Mr. and Mrs.____________, forgive me for not getting back to you in a timely manner. I have put the blinders on the past few months to finish up some work that required literally all of my time and attention. I only work one job at a time and I will extend the same courtesy and work ethic to you if you would still like me to do the job. I will be there every day and not off doing three or four other jobs and showing up at your house every few days like most other contractors do. My schedule has now been cleared and you will be my only priority until the job is completed. I enjoyed meeting with you earlier in the year and I would love to have you as clients.
Constructing in metric...
every inch of the way.
if you have no contract then you have no obligation. Like in the godfather movies. Its not personel its business, seperate the feelings from the business part of it. Dont feel bad, dont feel anything. Hey I found a hole in my schedule, do you still need the work done. orBlame the home owner for not following up and dont worry about it.
yes its bad business but it is business.if you worry about your reputation, send a pound cake. people like pound cakes
Like in the godfather movies. Its not personel its business.
If you worry about your reputation, send a pound cake. people like pound cakes.
Our own Godfather, brownbagg.
"I'm gonna make 'em an offer they can't refuse. Pound cake or pound salt".
;-)
Edited 10/2/2008 11:10 am by Hudson Valley Carpenter
I do some subwork for a local overhead door company. We had to reframe an opening and pour a small concrete stoop on a pole barn so an overhead door could be put in place of the sliding door.
When we got that done the homeowner called and wanted me to straighten a gable wall on the same barn and said he got my name from the door guy.
I told him I would do the job on a T&M basis and bill him. He gave me codes to get in and said thanks. That was two months ago.
Earlier this week I was updating my job list and making calls when I found the note to me from me for doing this job. I called this man at 8:00pm and said sorry about a million times.
He blew me off. Said he figured I was busy and would fit him in when I could. Followed that by saying he hadnt changed any codes and hopes to see me soon.
Try calling, it works.The bad news is you've done exactly the right things to be exactly where you are today.
"IdahoDon 1/31/07"
I've done it before and I'm sure I'll do it again.
I simply man up and make the call.
turn it into a positive.
my old sales guru said if U have to give a discount ... always give a reason too.
this is your excuse to give a discount.
and discounts make for easier sales.
so call and apologize ... tell them U got busy being busy and yer an idiot.
and since they're still talking to you, they deserve a break ... they deserve a discount for being nice to you when you were just an idiot ... so here's the deal ...
then based on your last conversation with them, what they want ... lay it out.
X,Y,Z at $123.00 minus 15%.
work out the numbers on what they last talked about ahead of time, with current pricing. Hell ... price it out ... guess what you'da charged last year ... then tell them even tough materials and labor has gone up 15% in the last year ...
you'll knock off 15%, and build their dream for last years prices ...
'cause that's when ya shoulda built it!
even if their scope has totally changed ... you're off to a good start.
I'd simply call ... and ask if U can stop by. Don't say why, just to talk.
then walk in and apologize ... and sell.
Jeff
Buck Construction
Artistry In Carpentry
Pittsburgh Pa
I think the course of action is to call, apologize for the delayed response, and then inquire about the project. I wouldn't go crazy with all the excuses... from my point of view, they devalue you and make you seem less professional.I would never call and say "sorry, i've been out of touch. if you still hire me, I'll give you a great deal."To me, nothing screams unprofessional more than someone who doesn't return the phone call for x amount of time and then calls up offering some sort of discount. If I were a homeowner and someone did this to me, I would think "what kind of operation is this guy running. no way i'm giving him my money."
it's all in the delivery.
I also fight about politics and talk religion with some of my better customers.
Not that I recommend that either.
I don't run much of an operation so it's not that big a deal.
Jeff
Buck Construction
Artistry In Carpentry
Pittsburgh Pa
btw ... I'll be faced with similar soon.
one of my boy's friends folks ...
we became pretty good friends.
beginning of summer I was to price out some stuff for them. Knowing I wasn't gonna charge much to do it ... it kept getting pushed back behind better paying jobs.
so now ... when we all go bowling next week ... I bet I end up offering to do it all, with his help, for pizza and beer! (luckily he drinks good beer)
Jeff
Buck Construction
Artistry In Carpentry
Pittsburgh Pa
yes, I drop the ball too. And it is not easy making the call, but I'd wager about 2/3 rds of the calls made end up as signed jobs. Heck a third of them apologize for not staying in contact with YOU! So don't rush to apologize, see if they do it first.
My basic phone contact is something like this: "Hi Mrs. customer, I was cleaning off my desk and found some paper work with your name that had gotten misplaced." ..(pause)...(this is where they apologize for getting busy over the summer, not getting back to you, and ask if you are still interested in the work).
if they don't confess to not staying in contact, or they don't say someone else is doing it, I follow up with, "I am just looking to tie up any loose ends with this, what is the status of this project?" or " Is this project something we need to re-visit?"
Couple results from such a call:
"No, we sold that house and bought a different one. this one needs work too. Do you have any time available?"
"You are available? That's great. We were about to sign with the only other person who returned our call. but we don't trust him. In fact the references he gave us said they wouldn't hire him again!"
"Yeah, I'm glad you called. We really need to get moving on this project, but have been too busy to pull it all together."
Bowz
As a female homeowner, I have been abandoned by repair men before or after the quote so many times i just can't count them. I've said it before and i'll say it again-- it's the main reason I have gotten so heavily involved in DIY.
Do not show up unannounced.
--On my doorstep unannounced is too casual and at worst, creepy.
Do not go into detailed explanations or guilt-ridden apologies; don't write. It's as creepy as showing up unannounced.
--Explanations sound like excuses, ditto any but the briefest apologies, no matter how true or sincere. Don't go on about how bad you feel or how unprofessional it was, or how you know they must have already hired someone. You are obviously very nice and concientious, but it can come off as emotionally unstable, LOL.
Do not "blame" the homeowner.
--The HO didn't want to pester you; The blame is a draw.
Just call the home phone during business hours. Have a factual but brief conversation or this message:
"Hello Mr. X, JB here. Please excuse me for not checking in with you sooner. If you still would like me to do that job for you, let's discuss when you'd like to get started so I can work it into my schedule at a time convenient for you. Thank you for your patience".
The guy who calls me 2 years too late still has my respect for at least getting in touch, and he stays on my list for doing future work.
Call and say you had been waiting for a call back from them but you thought you had better check in.
I wouldn't say that. I wouldn't say any more than what i posted earlier.
Saying you thought they were going to call can backfire by either sounding like you don't have good communication skills (REALLY bad in someone a HO hires to build or fix something), or like you are ducking your share of responsibility for the silence, or worse yet, you are condescending to call when they should have. I don't want to get all pscho-babbley, but clients are not your coworkers or friends. These things will all probably run through their minds, so don't give them anything extra to potentially get peeved about.Politely acknowledge that time has passed, find out if they still need you, and and get on with the business of scheduling. Be polite and if asked, give honest answers. but really, there is no need to give lots of details. they don't care. they assume that if you are good, of course you are busy. By calling them and sticking to the business at hand, you are also showing that you are professional.
Edited 10/2/2008 12:34 am ET by msm-s
dont beat yourself up
just call and tell them you had promised to call them when your schedule wasnt so hectic. now that you are caught up their project came to mind
Beat yourself up, bite your lip, slap your face and say--"bad boy"
Now that you have moved beyond that you can pick up the ball you dropped.
Nothing has happened at the client's house? Could be, "not yet" and a contract is in place. Chances are more likely that the financial mess had some impact. I know that I no longer write up a contract and accept some earnest money. Maybe they don't have the money (cash) and their financing fell through (don't remind me, please).
Work with money (real money) deposited into an escrow account. When a pay point comes (I have mine spelled out in the contract) they release money from the escrow. I have never had anyone even squirm when a contract was written and I advise them "X" number of dollars would be due.
Make the contact--someway--and be prepared for the worst but don't EXPECT it. Keep yourself in the game even if not for the present job.
Tyr