The customer experience nightmare or client from Hell.... #1: Night mares...from the chopped down ELM street tree

I was approached by a Interior Decorator from a very up scale firm that had a very high end cleint who was a CEO of a large firm locally.

Her request was fairly simple and straight forward.

She wanted three tables custom made out of solid walnut to match the other pieces in his office that no longer were available form the firm that made them originally.

I explained that I would try but there would be a difference in the final stain color. I would do my best to match but I couldn’t guarantee I could match the stain exactly.

She said “no problem” the customer has a extra gallon of stain from then they bought the pieces.

I was learey but proceeded.

I finished the three stunning solid walnut pieces of furniture and called for the stain.

I called for the stain, she arrived and complemented me on how beautiful the pieces were.

The stain was in a paper bag when she arrived. She dropped it off and left.

I opened the bag, it was black paint.

I almost cried.

That is what they wanted.

That is what they got.

I think I know why ”the pieces weren’t available any longer from the orgional manufacturer”.

-- Dusty

You’ve opened up the vault of bad memories here. OK, here goes.

#1. “Chee-wees”...”Cheap” people who always try and “weasel” out of paying.

#2. Customers who actually “photograph” every hole, every modification, every thing you install…while you’re still there.

#3. People who “paint” that maple bookcase you made.

-- Bob Vila would be so proud of you!

Dadoo.

Some one gave me a sign once that said ….

Shop Labor $40.00 per hour

If you watch $80.00 per hour

If you take video or pictures while I am working $180.00 per hour

If you try tell me how to do my job while I am doing my work $280.00 per hour

DUMB LOOKS FROM ME ARE FREE

-- Dusty

I am pretty anal retentive about the quality of my work. But I walked into a kitchen remodel that I was working on and found hundreds of little blue pieces of tape anywhere there was a “defect”. That may be a ridge line in the paint or little air hole in the mudwork under the paint. Now keep in mind, these were from the previous construction but I had to fix it. This lady was over the top.

I purchased a book from the National Association of Home Builders that outlines what is accepted as good general construction practice and what is not. My work far exceeds their standards but basically you cannot judge the walls by shining a raking light across it or use a 4’ straight edge to see how flat they are. My work is tight and if it passes my standards then it should be more than acceptable to anyone. If it is not then I know they are looking for a discount or an excuse not to pay.

-- Todd A. Clippinger, Montana, http://amcraftsman.com

My next door neighbor moved in just after we did. The houses were built by the sasme contractor.
My only complaint was that the cabinet maker had used some tiger maple on the stiles of the cabinet where all the other stiles were straight grain. I was also upset that he didn’t recognize the value of that piece of wood. Any other defects were minor.

My neighbor had hundreds if those little blue tape things all over his house. My wife died laughing over the blue polka dotted rooms.

-- No piece is cut too short. It was meant for a smaller project.

Crap Sawdust! I had to check and see if you were from my neck of the woods!

-- Todd A. Clippinger, Montana, http://amcraftsman.com

I have jad a few.

The woman that took 2 weeks to decide on a color sample for her Cherry kitchen. She went with Clear Cherry after I told her it would darken. She couldnt visualize so I brought over a 3’x3’ Cherry table top from my house that had darkened nicely. I got a call that night to go ahead with the clear finish but she was sorry that she dropped my beautiful top on the exposed aggregate driveway and put a bunch of scratches and dents in it.

After I installed the job she commented that she couldnt wait for the Cherry to darken and was their anything I could about it. No, I said, you’re going to have to wait like we agreed. lol.

Then there was the guy who had me build a Lyptus outdoor bar. He was quite wealthy and as I found out later, very difficult to deal with. I built the bar in one week. Installed it in one day. And went back 5 times for various imperfections that were so minute, I was blown away he had the gall to call me back each time.

I went back every time with a smile on my face though. :)

-- http://www.jgcw.biz

Todd.

Amen.

Enough said.

-- Dusty

Jgcw.

I have that same frozen smile down pat and mastered.

The old rule “then that got the gold make the rules and are boss”

Even when it hurts to smile I do.

Then blog about it in lumberjocks.

:)

-- Dusty

In my profession we have people like that. They think they can call at all hours of the day and night. I have it in my contract that phone calls at night and on weekends get billed at $400/hour, one hour minimum per call. It’s my disturbance rate as opposed to my hourly rate.

-- No piece is cut too short. It was meant for a smaller project.

A company i used to work for worked on a house that took EIGHT YEARS to complete.
We’re talking about a woman that would send door jambs and stair treads back because they werent sanded on the BACK SIDE. She made the masons rebrick the house at least 3 times that i recall. I think we finally just quit after the three year mark. Absolutely insane i tell ya.

I’m feeling a case of explosive diarreah coming on just thinking about that job!

-- miles125, Alabama.."Architecture is frozen music""

miles125

Thank your for that visual on Thanksgiving Day.

Ewwwwwwwww.

LoL.

Debbie was so right, your such a fun and descriptive character.

I love it.

-- Dusty

I think of “holmes on homes” and the shabby unethical work that he encounters and think “buyers beware and watch the workers like a hawk”. and then I read these comments and think “Buyers.. back off.. let them do their job”... somewhere in the middle lies an area of mutual “earned” trust and respect.

-- ~ Debbie, Canada (http://www.execulink.com/~yohan)

Oh goody, goody, the subject has given Miles the green apple quick step. I have purposely forgotten many of these because I don’t want to dwell on them.

My funniest one isn’t from wood working but from saddle making. A guy named Jim came tothe shop and asked me to build a saddle to fit a specific horse. I explained that it was a very bad choice since the saddle would long out last the horse. He insisted so we went ahead. He brought the horse over and I fitted everything to that horse. He got his new saddle in about 4 months and was thrilled. About a year later he called and said that he was having problems with the saddle. I said brignthe saddle and the horse over and we’ll look at it. When he arrived the first thing I noticed was that this was a different horse. I asked him where the horse was that we built the saddle for? ” Oh, I sold that one.” He was told to load his horse and get the H—l out of there. I never saw him again .

-- Thos. Angle

A client has an old bungalow style house, probably close to 100 yrs old. The house moves so much that it breaks the pipes. When we installed the cabinets and butcher block countertops, the client and I went over everything with levels in all possible directions. Since then I have been back almost monthly because 1) the gap over the dishwasher isn’t even anymore, 2) the cabinet doors don’t line up perfectly anymore (not adjustable hinges, btw), 3) the end panel doesn’t quite follow the wall anymore, 4) a shelf doesn’t sit flat on the shelf pins anymore, and 5) (my favorite) “the doors are dragging when you open them” – turns out the doors he was referring to were not the doors on the cabinets I installed, they were the exterior and passage doors that were original to the house. Okay, but how is that my problem??

-- http://www.north40custom.com -- http://north40studios.etsy.com --

Remind me never to do any work for anyone.

-- What happens in the workshop stays in the workshop. No wait that doesn't sound right. Karson Southern Delaware karson_morrison@bigfoot.com †

In dealing with the “Public” for better than 40 years I can tell you there are all kinds.
I have never been successfull wtih a client that starts out orny.
Of recent, my recourse has been just shuting the transaction down at the outset.

When this is not possible I shut it down anyway.

If we all did this the ”customer from hell” would have to change or starve.
I have zero tolerance for bad manners or behaviour.

I have lost a few bucks doing this but I hav also gained a few by having more time to perfect my product and hone up on the needs of my better customers. It’s often to my advantage to make the first session a bit longer to determine what is expected of me and then decide if I am up to it.

Bob

-- A mind, like a home, is furnished by its owner

I actually had a client that asked me if I could be on the jobsite the next morning…after the day I got married. I said, “You know I’m getting married on Saturday?” and he said, “Yes, but can you be here on Sunday morning?” Of course I said no and although upset, he waited, had to…and I still brought the job in a week before the deadline. Know what was next? The “Chee-wee” stiffed me for $3000.00 saying there were repairs that needed to be done, and I wasn’t answering my phone so he called someone else and , of course, he had to pay them. Too bad for him that my wife works for the telephone company and the records show that he never called. My lawyer was able to get all but $1000.00 from him. His company is blacklisted for many other reasons and he did go out of business. That was 18 years ago!

-- Bob Vila would be so proud of you!

Remember that woman I mentioned who took pictures of everything we did? Luckily for us she wasn’t around when Matt (the boss) drilled a hole thru her hardwood floor. His measurement was just a smidgen off! Anyhow, we packed the hole with sawdust, wood glue and a little dirt. She never noticed.

-- Bob Vila would be so proud of you!

Bob#2

Like you I am now in a position that I don’t need or even want the work. One of the reasons I choose not to pursue it as a full time business any longer was very simple.

I had or was losing my passion for woodworking. It had become a job.

This wasn’t always the case for me. I also realize several lumberjocks have to take what ever work they can get.

I truly understand being in that position. Been there did that.

I also had started my training under a several master stained glass artists and my right hand helper choose to return to teaching ,making the decision easy for me.

I started to limit my projects and scope of work I choose to take on. A big factor was the fact that I was so time limited because of my stained glass training.

I have several rules I strictly follow.

I limit the number of projects I will do in a year. That number is determined by my time available factor, size, scope and how difficult the project will be.

I only do new projects that I have never did before. The project has to be of interest and have a historical larger good purpose.

There will be no dead lines.

I will not charge for my labor, only material cost will be charged.

I will ask the client to make a suitable donation to a charity of my choice, in lieu of my normal fees.

I will invite the client to come and view the progress as I feel necessary.

I realize I sound like some arrogant selfish …... however the following has happened.

1. My passion for woodworking has returned.
2. I sleep well at night.
3 My blood pressure is great.
4. I have my life back again.
5. I have been able to practice my crafts and return to teaching.
6. I am happy again.
7. My creative juices are flowing again.
8. I look forward to working in my shop rather than dreading going to it.

My home and shop is always open to civil folk. If your mean or a pain in the…please don’t even bother stopping by.

We won’t get along anyways so why pretend.

Other wise the doors always open, coffee is on, and I would love to hear about your family, interests, and share some of your woodworking knowledge or projects.

In other words, welcome,to Dusty’s shop.

Coffees on!

-- Dusty

Peter,

Isn’t it interesting how any and all aliments past, present, and future become yours the minute they hire you and pay you a single dollar?

It is also amusing to me how it is those same people some how feel or expect all those ailment fixes to be in your bid or scope of work.

My favorite ” well your here, you have the tools, and it will only take a few minutes”

-- Dusty

Exactly – and no good deed goes unpunished! If you do that little extra at no charge (because you are there with the tools, and it only took a few minutes), they will expect you to warranty the item you worked on against any damage that the kids, the dog, or another worker does for the next 10 years.

-- http://www.north40custom.com -- http://north40studios.etsy.com --

Peter,

Oh you worked for the same client as I did ?

Hows that working out for you?

:)

-- Dusty

One or both of us are travelling a long way to get work!

-- http://www.north40custom.com -- http://north40studios.etsy.com --

Peter,

No kidding… I am so glad those days are over… for me.

See above….

:)

-- Dusty

One of the good things about being a policeman – most of the people I have contact with are happy to see me and need my help – the rest of them…....well, I have a “special hotel” for them to stay.

I know I am probably going to make somebody mad with this statement – but that is not my intention. I think that most of the trouble you guys are having with certain customers was caused by another contractor that did not have the same work ethic that you all seem to have. Customers are cautious about getting a poor job and start off trying to show you who’s the boss. I don’t approve of that behavior, but can certainly understand their thought process. Having said that – there are those out there that cannot be satisfied – no matter how good the workmanship. I don’t envy any of you guys making a living as contractors – but I am happy that you guys are available.

-- Bill - "Suit yourself and let the rest be pleased." http://www.cajunpen.com/

Yeah, I gave up “contracting for a living” many moons ago. Just got tired of too many people who owe me money. Today I’m a professional Nurse; I work inside and the complaints are usually handled with some Tylenol. Woodworking is a major hobby for me. I’d like to keep it that way. And…I still take on an occasional contracting job but usually leave those for my son and nephew.

Dusty, you have a great philosphy on life and handling work related stress. For that, you’ll live to see tomorrow. Stress can eventually be a killer.

-- Bob Vila would be so proud of you!

The good news is, as you get a little older, you get a lot better at spotting problematic characters to do work for.
I loved the scene in the movie “Money Pit” where the contractor ask the customer if he has any references! And of course the answer to any time frame question was “Two Weeks”...LMAO

-- miles125, Alabama.."Architecture is frozen music""

“can you fix my door, too” ... sounds like the customer trusted you. Done that.. been there. Once I have someone in my home and I trust their work and expertise I want to use it! Doesn’t mean I don’t want to pay for it; I just want an expert’s opinion and work, if we take it to that level.

Rick’s been sent to a couple “clients from hell” (according to his boss). I’m not sure what it is that Rick does but somehow he creates a great relationship with the client and things turn out great for everyone. He’s also told stories of clients who just aren’t satisfied with anything. He has to be very, very clear (verbal and WRITTEN) about what their responsibility is/will be, what the limitations are, what to expect … and it can still result in conflicts.

-- ~ Debbie, Canada (http://www.execulink.com/~yohan)

Cajunpen,

What you said is right on point.

This blog could be “the contractor from hell” and we could all tell some story about a contractor or subcontractor who is just like “the customer from Hell”.

I goes both ways with out a doubt.

In all fairness, I will have to say we tend to remember the clients from hell and forget the many many clients who were so great full, thankful , easy to work for and paid there bill on time.

Those customers kept me in business for years.

I am great full for that.

That said – what fun would it be to blog about that?

You know how much more fun it is to “shoot the breeze” “and solve the world problems” and share our “tales from hell” and personal woes.

It is that common denominator, that brings every day people together ,to share there lives with complete strangers from all over the world in this web site.

There is a name for this phenomenon.

Friendships.

-- Dusty

Debbie – I don’t know if you were referring to my client with the dragging doors … While I try really hard to stay in the “custom woodworker” role and stay out of the “handyman” role, I will usually do some little thing “since I’m there” and often customers will offer to pay for my time. In this case I had been called back on “waranty” issues with other parts of the project, and the walk-through doors were a special call that the customer made to sound like a warranty call: “you need to come back again because now my doors are dragging.” He didn’t offer to pay, but I billed him anyway.

-- http://www.north40custom.com -- http://north40studios.etsy.com --

Okay, this is minor compared to what I read here, but it emphasizes why I couldn’t do this for a living. My friend who built a new home asked me to finish his new exterior 3 panel fir door. While I generally hate finishing and especially on someone elses work, I agreed. Not being a real big fan of natural wood exterior door, this one was under a covered area and would have an agragate concrete floor. So anyhows – I put no less that 13 coats of sealer and finish on the door – it turned out great and is essentially impurvious to the weather….until the concrete guy splashed acid on it….which, to me isn’t that big of a deal, accidents happen, but he said that it was water stains and that it was my problem….I took a bucket of water and soaked the door and told my friend that if there ware any stains when it dried I would gladly replace the entire thing – of course there wern’t…he ended up holding back on the concrete guys payment and I’ll still kick his ass if I ever meet him…what a cull! – If you make a mistake, just own up! (I’m kinda sensitive about my work that way…)

-- The Gnarly Wood Shoppe

I agree wholeheartedly with cajunpen. You walk in the door and you’re already at a disadvantage because of the last so called “contractor” that underworked and overcharged them. It’s understandable but it does make things frustrating for those who work hard and charge a fair price.

By the way, did I read in a post up top that Todd is crapping sawdust? Wow Todd, ya gotta get out of the shop more!

-- Better to say nothing and be thought the fool... then to speak and erase all doubt.

Chip – I Can’t argue with that. Sometimes people just give me the piles.

Schroeder – I got the feeling our personalities are akin to one another.

-- Todd A. Clippinger, Montana, http://amcraftsman.com

Chip,

I feel the same way.

The over whelming majority of us work very hard, bend over backwards to be helpfull, concensious and fair.

We provide excellent service and a quality work product.

The oh eighty twenty rule is so true in this case.

Eighty percent of the problems are with 20 percent of the contractors.

I guess the way I look at it is when we deliver excellent as a majority of us do we not only restore faith we reset the bar.

-- Dusty

As a contractor I have tried to raise the bar in what people get when I show up, but I boiled it all down to this:

Everything I need to know about contracting I learned in kindergarten:
1. Show up on time.
2. Call if you can’t be there.
3. Clean up after yourself.

That’s it. I am clean shaven, I do nice work and I do what I said I would do.
You think what more could a person want? A deal, none of the integrity seems to matter.
Fortunately I am working for some wonderful clients right now.

-- Todd A. Clippinger, Montana, http://amcraftsman.com

I think that the “sue them” mentality comes into play here—people are looking for a free ride (1) and they are seeking power (2) by “winning” at a game.
But—one conscientious woodworker at a time, the world is changing.

-- ~ Debbie, Canada (http://www.execulink.com/~yohan)

Todd,

Amen.

I also have found a lot has to do with a persons attitude.

If you are looking for something wrong or spoiling for a argument or something along that line you will find it.

Honesty is also very important. You not only must be honest with all your dealings you must be honest with your self.

Often times conflict resolution gives us an oppertunity to build on or reestablish an trusting relationship.

It also can be a very good “life learning lesson ” for ourselves.

No one ever said growth would be easy, however inviting quiting may seem of giving up it only will lead to frustration, self doubt and resentment.

I may have the most unreasonable client of request you and imagine, however how I handle that sitition will determine how not only I am judged by others but how I feel about myself.

What good does it do to create or build a master piece if all the client has is a bad memory or taste in there mind?

-- Dusty

Anyone that is in business for themselves and has to deal with the general public on a daily basis, deserves a metal.

You might be the most honest, most reliable and best craftsman in town and if you are getting more than 1/3 of the work you bid ? Well, you are probably doing your work to cheap. Unless, you are so specialized or talented, that no one else preforms your particular work or craft.

I used to get half of my work without them asking the price. This was because of word of mouth advertising and the quality of work I tried to do. However ,today, A lot of potential clients think that materials cost 1/2 of what they do. A photo cell finish is real and you are trying to rob them blind. I had one lady ask if I was planing on making it out of gold and I replied that I might as well be! Then there are the ones , looking for a way to get out of paying for the completed project. I had to write more than one off the books as a bad dept. Most of these were clients that could readily afford the cost. I figured out how some ( a few) of the rich get richer. I for one chose to be able to sleep at night. After you have been in business for several years, you learn to read people. however, You still need a signed, detailed contract to get the one you don’t see coming.

Over the 35 years or so I was in business, I would have too many Halloween stories to even begin here. I have tried too hard to forget them. God helped me to do that. I have very few regrets of may past business experiences. That’s one of the things that made life interesting.

God bless

P.S. 98% of the people I dealt with in business made up for the 2% bad experiences.

-- Gene, a Christian in Virginia

Gene,

On of the amazing things about the contracting business or related trades, is we seem to have to “beat each other up” to take the job at the lowest price.

Now days any one who has a “hammer” and a “pickup” is a contractor.

It is hard to compete. It seems now you have to bid the job to break even and hope you get some extras for your “profit”.

I was lucky because I never had to look for work or “buy” and “chase” for work at cost.

I decided early on I would do the best job I could at a fair price and let the chips fall as they may.

I was blessed I guess.

-- Dusty

I’ve seen more than one case of blue spotted tape induced rages. 19 out of 20 people have treated me very well. It is that 1 out of 20 I wish I could spot before hand. Sometimes it is the customer and just as often it is the contractor or a fellow subcontractor. They expect to be cheated…or they expect perfection. They tend to be unhappy no matter what. I love what I do. I really enjoy working for most folks.
I did a large kitchen for a lawyer. She picked fake concrete Formica for her counter tops. After I finished the job (large job) she went into the office and complained about the fake water drops on her fake concrete counter top. She picked it out from a sample but the minute she said she was a lawyer the boss had me rip it out and replace it free of charge. I still feel that was just wrong.

-- http://www.woodsongsfurniture.com

Dennis Mitchell,

I learned long ago “them that got the gold make the rules”. I couldn’t agree more that sometimes it is just wrong.

The sad part of that equation is even if I feel it is wrong it is out of my control.

All i can do is do what I am told and reinforce my own sense of fairness , right and wrong and never use my the perceived power to intimated others.

Simply said, life is not fair.

-- Dusty

Gee . . . I wish the contractors in this area are 1/2 as good as you folks. DW and I had an experience where we hired a general contractor to build a house for us. We had the plans and a list of specifics we wanted. We agreed on a price and he said 3 months. We did it up all legal and everything.

Well 6 months later he stopped building saying that the house was done – only half the house was gyprocked and there was a mess of other things left to do. He then had his lawyer send us a bill for $25,000 over what we agreed on. DW and I could account for $5k extra . . . but not $20. We later found out that every time the municipal building inspector would visit he would give them a list of deficiencies (violating building code) that had to be changed before he could continue. Anyway, that “contractor” charged us for all those mistakes HE made to the tune of $20,000. Long story short . . . we lost our land, $15,000 we had invested over and above the agreed upon price and our trust in contractors and the legal system.

DWs mother built a house 2 years ago. It all started when this guy dug the hole in the wrong spot for the foundation. It was supposed to be a 60ft back from the road and he put it 20ft. He would not change it either. Even though there was a spring in the middle of the hole (it still floods the MILs basement). Because of the design of her house the roof now overhangs the neighbours property. Would not have happened if it was set back 60ft. This yahoo “decided” to change the colour of her shingles and siding. The MIL had in the legal contract what specific shingle and siding (model# and everything) and this guy changed it to something completely different and it did not even look good. Took her 2 years of going to court and she never did get any satisfaction.

Deep breath . . . go to my happy place . . . deep breath.

-- The significant problems we face cannot be solved by the same level of thinking that created them

yah.. those are the stories we see on “Holmes on Homes”... it’s horrible :(

as for sleeping well at night… those are the tests of integrity. Do we choose to cave and act in the same manner as those that treat us wrongly or do we take the high road and make choices based on our beliefs of right/wrong?
the easy way isn’t always the best way

-- ~ Debbie, Canada (http://www.execulink.com/~yohan)