Dear contractors,

Now, I don’t complain to your face very often, but I have something I need to get off my chest.

Contractors like you have a reputation of being irresponsible, unreliable, and not caring about their projects. When Mike and I started out with renovating our house, we were optimistic and did our best to think highly of you until proven otherwise. But then, time and time again, you’ve proven that your reputation is indeed deserved.

And so, since it seems to be hard for you to figure out what makes for a good customer experience, I’ve written up a handy little list for you.

1. If you don’t have time to take on a project, don’t bother making an appointment to give an estimate. I’d rather you just say no up front, than to have you not show up for the estimate appointment.

2. If you’re coming to give an estimate, or work on a project, please show up on time. If you’re running late, just call and let me know (but not after you’re already late, because by then I’m already grumpy with you). There’s nothing I hate more than changing my work schedule to be home at a certain time to meet with you, wasting an hour of my time while I wait for you to never show up.

3. Speaking of estimates, please give me a written one. That way we’re on the same page. This also helps prevent things such as:

- day one (in person): “The price is $1500 and includes everything, even putting on handles on your cabinets.”
- day five (on the phone): “The price is $1800 and includes everything.”
- day twelve (in person): “The price is $1600 and we’re not doing any handles or knobs.”

4. When you’re working on my project, keep me in the loop. Don’t wait until you’re almost done before you tell me you’ve come across a problem.

5. After you’re done your project, clean up after yourself. Sweep up your sawdust.

6. When you’re giving me the final invoice, please ensure that it’s consistent with the estimate (see number 3). If the final price isn’t consistent, I don’t want to be surprised with the price (see number 4).

7. No excuses. No excuses. No excuses. I don’t care if you have an appointment, if your kid is “going to the hospital”, if YOU are “going to the hospital, if you lost your blackberry and don’t have my number anymore, if you “got the dates mixed up” or if you “share your vehicle with your parents and they have it today”, if you “got electrocuted on a job site” two days ago, or if your other job site got broken into last night (I’ve literally heard every single one of these excuses this week, from the same guy). No excuses. None. Just do what you said you’re going to do.

8. Never forget that the majority or your business comes from referrals. If you don’t make me happy, I WILL tell my friends about your experience. I can tear down your reputation using social media in about twenty seconds. But I promise I’ll also tell them if my experience has been peaches and rainbows.

Essentially, be here on time, do what you said you’d do, and keep me in the loop, and I’ll be your best customer ever. It’s not too tricky.

xoxo,
Jessica

Category: Home Sweet Home, Renos

2 Comments.

1. Ma Kettle February 11th, 2012 (#)

   Yikes! Was his name John perhaps? So just taking a wild guess but the kitchen is not done is it?

   Reply

   
   • Jessica February 11th, 2012 (#)

     Who is John? After lots of haggling, the cabinets are finally finished as of last night! Yay! They’re not perfect, but that’s okay I guess.

     Reply

     

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I wrote an open letter to contractors informing them of the basics of customer service.... essentially, no excuses! t.co/y81rdgSV

@kevinguenther @tyunderscore @colinwhitney @devonmitton Night haaaaag!

@AOAM_Librarian @littlemiddlelou @mandi Oooh excited to see it!