December 2006
Do You Treat Your Clients Like Your Family?
The contractor I have used for years now recently put new windows in my house. While he was measuring for them I asked him to give me a quote on redoing my bathroom. This was in the early spring of 2006. I told him that I need a bathroom that was more handicapped accessible on my first floor. It wasn't something I intended to do immediately but I did want a price.
He came with a plumber and they listened to my list of requirements: stall shower, higher toilet, grab bars etc, took measurements and said they would be back with a quote. That was sometime in March.
Over the next few months the windows arrived and were installed. Several times I asked the contractor and his foreman for the quote. It was always being worked on but it never arrived.
As many of you will recall my mother had major leg and back problems over the summer. It was then that I saw that the need for a new bathroom was even more urgent than I thought.
In order to shower my mother now needs to have a chair in the bath tub. She also has to have help each time she wants to shower to help her safely navigate stepping into the bathtub. I again called the contractor to find out where my quote was. The foreman seemed a bit embarrassed because he knew I had called repeatedly. He was sure it was ready and would check on it. Still no quote!
By this time I was thinking that perhaps the job was too small and this contractor didn't want it. At least that was the way his lack of response felt to me. Over the 25 years that I have lived in my house this same contractor has constructed two bedrooms in an attic for me, remodeled my kitchen, and changed all my windows including 2 attic skylights. I never had this kind of problem before.
Since I knew I needed to do the project during the winter I got a recommendation for another contractor from a friend in the real estate business. I called her recommendation and he gave me a quote within a month. He was also helpful in pointing me toward places to buy fixtures and told me about his experience with different brands and materials.
After my mother had returned to Florida I had a problem with one of the attic windows and called the first contractor. During the conversation I mentioned my mother had gone back to Florida. "Oh" he said, "this is a good time to do your bathroom." I was surprised but I answered that he had never given me a quote and now I was starting to work with someone else because I thought he didn't want the work.
To my surprise he said, "Alvah, I do want the work. It's just I treat you like family. I'll get the quote to you."
What a comment! This got me to think about the way we treat customers and family. Who hasn't promised something to a family member or good friend and when the deadline passed said to him or herself, "Oh he or she will understand." Many of us are often more attentive to our customers than our families.
In this 24 by 7 world it is important to take the time to spend
quality time with your family. I recommend treating both family
and customers respectfully. A promise to either is a commitment
that must be fulfilled.