How do you give realistic expectations to customers?

3454 Views 12 Replies 8 Participants Last post by Bibleman, Feb 7, 2008

Bibleman

Discussion Starter · Feb 7, 2008

Hi guys! I don't know how much this has been covered, but I'm curious how you handle giving realistic expectations to customers in order to avoid bad situations later. We all know there never has been nor will there ever be a perfect paint job. We also know that the closer to the perfect paint job we try to get, the time and cost goes up exponentially. Most of my customers are happy with having the obvious imperfections taken care of, nice cut-in and good color coverage. HOWEVER, you occasionally run into the homeowner who is just looking to find fault. Sometimes they get a drop light out and angle it against the wall, critique minor flaws in the cut-in that can't be noticed unless you're right there next to it, etc. Other times they begin to notice bulged drywall seams that were there all the time. I could go on and on as you well know. But the big question is: What do you guys do to try to avoid these situations aside from giving all kinds of disclaimers up front that would begin to quickly scare customers off?

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timhag

· #2 · Feb 7, 2008

Bibleman said:
Sometimes they get a drop light out and angle it against the wall, critique minor flaws in the cut-in that can't be noticed unless you're right there next to it, etc.

Have had that done to me several times.

To answer the Q, i am honest and up front with my customers. Not only do i do everything in writing from start to finish, I verbally go through my process. I point out every flaw b 4 starting and explain how they need to be addressed and at what cost it would it would take to fix. I can't say that i have had problem customers, let them all bring out the spot lights.

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Bibleman

Discussion Starter · #3 · Feb 7, 2008

I truly mean this, my hat is off to you if your work can stand up the the drop light along the wall.

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plainpainter

· #4 · Feb 7, 2008

You're a painter not a plasterer - that's a seperate job for another trade - if they want to pay you to skim - that's an extra. Not to mention after you point out obvious flaws - and you agree to either address or not address - everything else cannot be viewed closer than 1 meter under normal lighting - that is a PDCA rule. Tell them their standards cannot exceed your own or your trades - and any extra work is time and materials.

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timhag

· #5 · Feb 7, 2008

Brother, don't get me wrong, I'm not saying i am perfect. It's how its how you handle the situation. Gotta explain that the drywall finishers didn't do their jobs properly, gotta explain what it will take to fix it, gotta explain the framer installed a bowed stud, gotta explain what it will take to fix it. I can go on and on. So, you may want to keep that hat on, cause i'm not perfect.

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slickshift

· #6 · Feb 7, 2008

Bibleman said:
....you occasionally run into the homeowner who....get(s) a drop light out and angle it against the wall, critique minor flaws in the cut-in that can't be noticed unless you're right there next to it, etc. ...

What do you guys do to try to avoid these situations aside from giving all kinds of disclaimers up front that would begin to quickly scare customers off?

You can put the "normal distance/normal lighting"and other clauses in you contract and not scare anybody, as long as it's handled well and you put something else for them in there

My contract covers my butt, but also covers theirs
I actually have used it as a sales tool
Big shock when I say it is in their best interest to have a detailed contract
When I show them that it says "This will be done this way...this will be done....this paint will be used....this many coats will be put on...."
They quickly see how it helps them too..and really puts those "Paint House...$1500" contract guys to shame

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Bibleman

Discussion Starter · #7 · Feb 7, 2008

Very good info from all and thanks for the clarification Tim

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timhag

· #8 · Feb 7, 2008

Bibleman said:
Very good info from all and thanks for the clarification Tim.

Your welcome, hope you are enjoying the site :thumbsup:

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ProWallGuy

· #9 · Feb 7, 2008

Ripped straight from my contract:

F) INSPECTION OF COMPLETED WORK:
Upon substantial completion of work, the Customer agrees to conduct an inspection of the work with the Contractor. All defects and uncompleted items should be noted at this time. The inspection must occur under normal lighting conditions, without magnification, and from a normal viewing position, in accordance with the PDCA Standards.

If they pull out a light, I say :no:

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The paint whisperer

· #10 · Feb 7, 2008

No matter how good you are, you will run into that kind of customer some day.
You just have to deal with it and move on.

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cole191919

· #11 · Feb 7, 2008

Its a job hazard encountering those customers at some point like whisperer said. Its almost inevitable. But what you do to handle those customers will make you better at handling the situation the next time it happens

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Rich

· #12 · Feb 7, 2008

ProWallGuy said:
Ripped straight from my contract:

F) INSPECTION OF COMPLETED WORK:
Upon substantial completion of work, the Customer agrees to conduct an inspection of the work with the Contractor. All defects and uncompleted items should be noted at this time. The inspection must occur under normal lighting conditions, without magnification, and from a normal viewing position, in accordance with the PDCA Standards.

If they pull out a light, I say :no:

everyone should have something like this in their contract...here's your solution bibleman

if half the guys in here had thorough contracts, they'd be coming in less asking about problems with home owners and talking more about products and advertising and such

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Bibleman

Discussion Starter · #13 · Feb 7, 2008

Well look at that. After 21 years in the business it takes a bunch of my compadres to get me back the the basics. I used to always write a proposal or contract out. Eventually, it would give a price and THEN write up a contract if I got the job to avoid the unnecessary ones. After that, I took it a step further and just gave the price and NO contract. (At this point I'm ducking under the table to avoid flying tomatoes and ashtrays from you guys:whistling2

. Funny thing is that in my whole painting career I only got stiffed twice and those were way in the beginning. Furthermore, I never take any money until the job is completely done. Must be my guardian angel

. However, you guys are right and especially since I want to grow my business and use other guys. It's one thing to have a personal relationship between the owner and customers (especially repeat customers). But every time I've used other guys whether employees or subs, then the problems start. This is where getting back to detailed contracts will be especially necessary.

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