After Bad Experience At His Own Home, Contractor Shares Thoughts With His Employees
Guest Blogger: Tim Piendel is the Principal of GreatHouse Atlanta, a full service design/build remodeling firm serving north metro Atlanta. Reach him at firstname.lastname@example.org or 678.352.1035.
Back story to this guest blog
Tim is one of my coaching/mentoring clients. We have been working together to help Tim grow his business and put a plan in place so he can slowly reduce his day to day involvement by empowering current and new employees as his business evolves. Tim shared the email below with me after sending it to his employees. In the email Tim shares a challenge he had with a painting contractor doing work at his own home as a way to help his employees understand how GreatHouse wants to build and protect its brand. With his permission I am sharing it with you.
Here is Tim’s email text.
ALL GreatHouse Employees and Subcontractors:
I just wanted to share with you an experience I recently had with a contractor since I don't want this happening with our jobs. It is my intention to stay successfully in business and I want you to be part of that success.
Here's the story…
Just recently I had some painting work done on my home. There were two parts to the project, a preparation and a completion. The contractor came to my home and performed the first part of the project but did a poor job. I pointed it out and gave the person a chance to fix it but I was given excuses. I talked it over with my wife and we fixed part of the project ourselves and called the contractor back to fix the issue. They came back and saw what a corrected preparation should be like but offered no apologies, just excuses. They finished the preparation fine after that, but I, as a homeowner had to initiate it.
The next step was to complete the project. This was an exterior project so it was expected they would not be here when the rain had made completing the project impractical. However, there was no call. Kind of obvious, but still, a courtesy call is always welcome. The next day came and was ideal for completing the work. However, the contractor was a no show and a no call. This is unacceptable. Now, with rain coming in again, the project was delayed another week. At this point, as a homeowner, I am frustrated, mad, and have lost confidence in the contractor. This all could have been remedied with a simple communication.
1. NO MATTER WHAT THE JOB, DO IT RIGHT! Shoddy workmanship always cost you more in the long run. Return trips always cost more in dollars and confidence.
2. DON'T MAKE EXCUSES. APOLOGIZE AND MOVE ON! A customer does not want to hear excuses; they just want honesty and closure. Besides, you'll dig yourself a deeper hole.
3. YOU CANNOT OVER COMMUNICATE!!!!!! Call, text, email…whatever is appropriate, but do so promptly and often.
4. AGAIN, YOU CANNOT OVER COMMUNICATE!!!!! When you don’t call to say where you are and they are expecting you, they are just sitting there boiling and waiting to pounce on you and make your job harder and unpleasant.
You may think that your job is only to complete your service or product but that is only part of it. We are PRIMARILY in the customer service business. We have fabulous clients! By the nature of our business, we are invited into people’s homes and we must respect their rules and timing. We must earn and keep their trust. They must have CONFIDENCE that we will complete the project correctly, on time and on budget. That's what we do.
Thank you for your time. As always, feel free to contact me with any question or comments. I want all of us to be successful. I am willing to help anyone that needs help.
'We are what we repeatedly do. Excellence, then, is not an act, but a habit.' - Aristotle