There’s often a fine line between the love-hate relationship that many contractors experience with certain clients. Here are three of the most common problem-causing customers and how to solve their anxieties.
- Problem: The Clean Freak- While it’s obvious that any construction job will cause a mess, this client will knit-pick at any sign of disorganization and instantly blame it on your crew.
- Solution: Warn the client prior to the job that there will inevitably be work debris, but that you and your crew will do your best to keep it to a minimum. You can even partner with a cleaning crew and offer their service specifically for these customers.
- Problem: The Penny Pincher - This is the client who has “How much is this going to cost me?” playing in your ear on repeat. He counts every single cent spent and doubts your ability to stay within budget. He may even research and suggest cheaper materials to use.
- Solution: Be firm and keep track of every purchase so that you can present it to them at any time. Should any unforeseen expense come up, instantly ask for approval and see how you can adjust your remaining budget to make up for it.
- Problem: The Perfectionist - This is the client who has a binder and Pinterest board of exactly what they want; and they mean exactly. If anything veers slightly or if the paint dries a different color than expected, they throw a fit.
- Solution: Gain written approval on each decision made along the way so that you have proof of agreement. Make small adjustments, like covering brush strokes, when you see applicable. Be assertive, while also taking their critiques to heart.
