@josephcorlett

You could go totally over the top in the OTHER direction: take a batch of homemade chocolate chip cookies when you go to do the install and apologize for the delay. And absolutely on the ^^^^ idea to unpack the sink in front of the customer, but pile it on like it's a gift from Santa. Act like it's a marvel, a very special day. And "you're almost as excited as she is"... Yadda yadda yadda. OOOZE. Sometimes inducing a guilt trip can get customers to behave.

I had a really difficult customer once. And she used to put my assistant in tears. We were both at wit's end. Then I found out this customer was famous for her homemade pies. So, I had an agreement with my assistant that we would work it work it work it, OOZE loveliness. If you heard us, you'd probably gag. Our only goal was to get a pie within a year. My assistant was all about lemon meringue.

Instead of talking about whatever we were supposed to be discussing, I spent about half the meetings with this customer talking about pies, how she could think about starting a business, what her neighbors thought of her pies, etc. etc.

6 months later....... "You all are just great. What kind of pie would you like?" No hesitation: "Lemon meringue".

She got off her son's case, too! He called to thank us, lol. She was just THRILLED with us.

So, yep, over the top can get some unpredicted dividends.

Are sinks always shipped directly to the customer if you purchase them anyway? I feel like a sink is relatively easily transported in your...truck?

Maybe the customer can have the tracking number once the sink is ordered, and then the customer doesn't have to sit around all day wondering if the shipment is coming.

I guess you should go ahead and do the job, but with maybe a little pre-speech about how many years you've been in business, how many sinks you've installed, and that it is covid times, and shippers and materials suppliers are unreliable, and that you suffer as a result of that, too. Thereby creating a common commiseration and feeling of shared frustration, so she knows who to think of as the cause of her frustration.

Do the sink then say goodbye

Go with your gut. If you really don’l want to deal with her, don’t. You have nothing to prove. You can let her make arrangements to get the sink, if you want - and just let her get someone else for install. You can be kind... even “sweet and syrupy” when you talk to her - but you don’t have to conduct any more business with her, at this point.

How bad was the things that out her on secret probation twice. I honestly don’t see this getting better. She probably called a bunch of other contractors and was told they couldn’t get there for till fall. Now she being very disingenuous with you to get what she wants. In my 22 years of owning businesses I’ve have seen far more often than not caring people trying giving a 2nd,3rd...chance to someone who already proved disrespectful only getting further hurt.

Ie she damages the sink after it’s installed and because she mad at herself about it. When someone’s over in the kitchen she says what a horrible experience she had with you because she mad about damaging her sink.

Jinx;

Now that's funny right there.

No, you don't dump her now. Should have written that refund check a week ago Thursday and had it in the mail on Friday.

Nine days later and the check still hadn't arrived, what is she supposed to do? Maybe make a phone call to ask if the install was still on the schedule? Find out where the refund check is, if not? So she can look for another installer? Seems like she was trying to atone for the previous phone call and wants to preserve the relationship.

Do your usual meticulous job. Move on. You don't have to work for her again in the unlikely event she ever needs another sink installed.

Yes. It would have been better had the refund check gone out sooner. But your intentions are honorable. Someone else would have possibly just kept the money for the pain and suffering + time spent - and let her sue in small claims/let her endure that inconvenience, or be out of the money. It happens... You posted here because this has been an uncomfortable encounter, and you have substantial ambivalence about it. I don’t think you make a habit of doing posts like this. So again, go with YOUR gut. 😒👍

On the consumer side here, too often we don’t get assurances that we’re still in the pipeline from the vendor. We get to make the annoying calls, texts and emails. It’s uncomfortable and emotional for the customer. I just wish vendors would communicate at regular intervals. In this case, you don’t dump her, that would be unprofessional, which is not your MO. My suggestion is to call her the day after install to see if everything is OK, then again a week later. Make darn sure she’s happy, she sounds like the type to get on local social media. That can only go two ways.

"Someone else would have possibly just kept the money"

Given the delay in the supplier being able to the sink, it could well be that Joe's customer was starting to worry that Joe could be that 'someone else'. Heaven knows most all of us have heard horror stories about contractors taking a deposit & disappearing from the radar. Tends to give even the best customers some anxiety. Doubly so if you have been ripped off by one of them before.

I hope this ends up with Joe getting surprised with a fresh baked lemon meringue pie. But if not, he learns a lesson--get that refund in the mail pronto!

I like lemon merangine.

Now I think Joe should out and out demand a pie.

:You want a great review from this PITA, right? Think through all the suggestions above, write a list of the ones that appeal to you most and promise a good result with the customer. Plan your strategy for incorporating those as you encounter her again, and say a prayer before you ring her doorbell! If it works, I'll have a slice of that lemon meringue myself!

This is making a mountain out of a molehill, and overdramatizing what will end up being a regular sink installation. Way overthinking this, and no need to strategize like you are about to sit down with Vladimir Putin.

We finished her yesterday. Everything went smoothly until she started trippin' out over some dirt on her new dishwasher. I sent my best installer, one of the most patient guys on earth, and he damned near left the job when she went off. He collected the balance due, so his schmoozing skills must exceed his technical talents. Her check cleared.

Well dirt on a new dishwasher is majorly annoying

What? You sent an underling, Joe? Really? After debating this issue on houzz.com? This customer deserved the big Kahuna (for the record, I think that's you.)

At least give the guy a small bonus this week!

Hey, at least I follow up with the conclusions of my posts. Too many post-n'runners around here.

And a good sense of humor — taking my post the other day in the fun spirit it was intended. 😁

Bring your crew homemade pie and breathe a sigh of relief. Your syrupy-gloppety-glop skills might not have been up to the job as well as your sub's, but, heck, I think your crew deserves a treat. You got 'er done! Maybe mud pie?

"At least give the guy a small bonus this week!"

She tipped my guys $30.00 each.

I'm glad it worked out for you and your crew.

She tipped my guys $30.00 each. Wait... We're supposed to tip the installer as well as pay for installation?

Tips. Unless the owner of the business installed the sink? Yes. A tip is very thoughtful. The offer of a beverage is thoughtful.

I have a receiving and moving/delivery company I have dealt with for over twenty five years. None of his guys ever leave any of my clients without a nice tip. Ever. What do I get from his guys? Above and beyond service......: )

As to her prior "behavior"? I call it pandemic effect. The entire planet is quite tightly WOUND. It was a long 13 months and in some ways it is getting longer. I don't want to hijack, so I shall stop.

P. S You're wondering what I would have done, ..........?

"Maam, I want your life for just twenty minutes, when the switch of a sink is my worst problem. " Then I would have sent the deposit back, eaten the sink too.

There are plenty of days when I bite my tongue. Come home with shoulders up around my ears. It's been a long 13 months for all, and for us in this business it is getting worse in some ways. Scarce goods ,non deliveries..huge wait times, soaring prices , Profit so delayed post any deposit it is becoming a joke. Everyone cranky. mistakes as our sources hire anyone who can answer a phone or use a keyboard. Yeah........not a barrel of laughs lately. Just saying.....: ) We bend over backwards for polite and reasonable people - but we too are human beings and have limits.

The entire thread should have been on the PRO page, JOE,,,,,,JEESH.

Sorry, Jan, I respectfully disagree. I want readers to see the other side of the story and maybe see themselves once in a while.

LOL....... MISSION ACCOMPLISHED.

I'm wondering though, are you not at all concerned about your client seeing this post?

Sorry, Jan, I respectfully disagree. I want readers to see the other side of the story and maybe see themselves once in a while.

Everyone has blind spots about themselves and people who have difficulty tempering their emotions are often notorious for not recognizing their annoying (not to say often times repulsive) behaviour. Dealing with difficult people is part of life and while you seem to be in the enviable position to cherry pick your clients, @Joseph Corlett, LLC, nothing wrong with brushing up on your dealing with difficult clients skills. Have you heard of former FBI negotiator Chris Voss' work? He wrote a book "Never Split the Difference - Negotiate as if your life depended on it" and condenses the tips in a Masterclass as well. The techniques start with tactical empathy which is totally in line with @Shannon_WI's thoughts. I'm also a fan of Dale Carnegie's classic "How to win Friends and Influence People" which I've now vowed to re-read every couple of years as a refresher on human relations. Empathy goes far in human relations.

Tartanmeup - You are on point, point for point. However, I do believe there are some cases where there is no amount of negotiating you can really do, because the person just has their agenda and that agenda does not allow for any compromise. I think there are times when you just have to go the route of the Kenny Rogers school of philosophy... i.e. know when to hold ’em, know when to fold ‘em, know when to walk away, know when to run!! 😂

I don’t have a horse in this particular race, but just inspired by your post, tartanmeup. . 👍

"I'm wondering though, are you not at all concerned about your client seeing this post?"

No, because she couldn't argue with a word.

tartanmeup:

Thanks for the tip. Voss' book is on the way.

"At least give the guy a small bonus this week!"

She tipped my guys $30.00 each.

The tip says she appreciated their good work and professionalism.

A bonus says you appreciate it. Your team will appreciate it more from you than from her. I would encourage you to at least match the tip.

Ever drag your kid to his troom, slam the door and tell him/her DO NOT COME OUT UNTIL I TELL YOU TO COME OUT.

Then you get the idea..........................: ) Some folks descend to UN reasonable. And there is no fix.

You walk away, as it is cheaper than the stroke you may otherwise have.

"I would encourage you to at least match the tip."

My guys get very generous bonus pay. They aren't getting poached, believe me.

Years ago when I bragged to my old boss that his customers were tipping me, he suggested I give him a cut. Seriously.

We always tip too

IMO it's commendable that Joe recognized that diplomatic skills were not his strong suit and choose a sub who was more adept. This is the sign of a good boss, IMO: understanding limitations and playing to strengths.

There's a pro page?

Yes, there's a pro page. We post stuff like this there.

"Oh, you think that customer was bad? Ha, wait until you hear this..."

Yes, there is a private pro to pro page. Much of it is "hey if you need" advertising............some days it is an "am I losing my mind?" post or two? The best are often, "you're not going to believe this...........but "

Anyone and everyone can sometimes need another opinion. Or just the need to vent to someone who will "get it". Doctors consult other doctors , or hand off to a specialist, young moms form groups.......it's the same thing. Hilarious some days, tragic on others lol.

I am asked - how is it that you are able to get almost-next-day service? Answer - treat workmen like you would treat your own son. Offer the use of the bathroom, choice of beverage, and any assistance you can provide. On an all-day job I provide a hot lunch, eaten at the kitchen table. Cannot tell you how many times these simple acts of kindness have rendered "fixes/extras" (at no charge) that were not included in the original scope of work. Yes, I always tip. Word gets around. Good tradesmen are gems...as are good customers.

@chiflipper,

You have clearly mastered the lesson that nice clients get better service and free stuff. Others would do well to emulate your example--particularly in markets where demand for contractors exceeds supply.

@chiflipper - I am curious, what kind of hot lunch? I have bought pizza for the guys when they are here all day, sometimes takeout Mexican food, or other hot takeout. In the summer, cold subs. Are you cooking lunch?

Chiflipper, if you’ll serve me tamales and margaritas today ... name the jobs you need done. I’ll do them all. If you throw in a foot massage while I’m eating lunch, I’ll go do free work for any of your family members, too.

@Shannon_WI I'm in rural Arkansas - fried chicken / gravy & biscuits / slaw (all purchased from different places according to their quality) and homemade chocolate chip cookies are de rigueur regardless of the season. @Jilly Hmmm, the gutters need cleaning as does the big pond, second story windows could use a wash, and the beds always need weeding. Excellent foot massages are among my talents and I have a very comfy recliner to ensure full enjoyment of same. What brand of tequila do you prefer? @Charles Ross Homes Alas, too old now to do everything I once was able to do. An appreciation of what it takes to do the job has shaped my attitude.

Ahhh, fried chicken and gravy! On my way. :D

What time?? Haven't had fried chicken in ....................eons.

Has Nike says just do it she thought it was in the heat of the moment