Now that the economy is slowing, everyone seems to think getting into the repair business is a good idea. You can make money, but the risk to your reputation is as high on a two-hundred dollar repair as it is on a five-thousand dollar installation.

Last Thursday I refinished a custom-built Glacier White Corian dining room table on site. The Corian was quadrifid (divided into four parts) by 1 1/2" wide oak strips from corner to corner.

I sent this letter to the client yesterday:

Dear Ms. Fussycustomer:

As we discussed on the telephone on Friday, October 24, 2008, I have completed the samples replicating the finish on the Oak strip sections of your solid surface tabletop. I finished the sample the same way as I finished your table, including using the same Oak wood species. I cut the sample in half and labeled your original finish “A” on the back and the new finish “B”. As you can see and feel, sample “B” is less glossy and is furniture-quality smooth, both attributes you subsequently requested.

As you recall in our initial telephone conversation, you told me the finish on the oak strip sections of your table was chipped and asked me to bring finish to touch it up and I agreed. However, despite my careful application of the highest quality masking tape to protect the failing finish from possible inadvertent sander damage, the existing finish was removed with the masking tape. Even though a touch-up has now become a refinish through no fault of my own, in the interests of good customer relations, I agreed to refinish the oak sections for no extra charge. I also repaired your china cabinet and filled in a divot in your Silestone kitchen countertop at no extra charge.

After you paid your bill in cash, you, your housekeeper and I agreed that the table looked great, especially the glossy refinished Corian sections of your table, which was my original scope of work.

If you now prefer the finish on sample “B”, simply rub the Oak with the enclosed Scotch-Brite pad, apply the enclosed paste wax, and buff with a soft cloth. Should you prefer, I will do this for you upon receiving and cashing your check for my minimum charge.

I repaired the china cabinet and the kitchen countertop while waiting for the first coat of finish to dry and took lunch early to allow more time. I’ve taken the time to prepare a sample, enclose the materials for refinish and write this letter all at no extra charge. Clearly, my actions demonstrate beyond any reasonable doubt, my commitment to your satisfaction. If I may be of further service, please contact me at your convenience.

Sincerely,

Joseph Corlett

This lady has made it quite clear to me that she thinks I'm responsible for the masking tape removing the finish from her table strips. That's like taking your car to your mechanic for a brake job and blaming him for breaking off your rusty lug nuts. Had her roof started leaking water on the table, would that have been my fault also?

This is the dilemma of repair work. If you don't satisfy the customer, you'll go out of business. If you spend too much time and material satisfying an unreasonalble customer, you'll be out of business too. With as small an amount of money as repair work pays, the line between the two is very narrow.

She'll probably get my letter by Tuesday, I'll keep you posted.

Joe

Joe,

Every time I agree to do  little favour for a customer, I end up taking a hit on it. No matter how good a deal you give them, they still expect you to be responsible even if you explain before hand that there may be trouble. I've even had customers remove there own tops and expect me to repair their damage at my cost. Several of my friends will only do repair work on a material and hours basis. They seem to do OK. I make every effort to stay away from repairs whenever possible. I never seem to be able to get enough money to make it worthwhile compared to new work.

Paul

I am doing a job now that required replacing a 20 yr old Corian job... the 3/4" stuff. There was this thick blue tile sitting on the backsplash, to which I explained about 3 different ways I would do the best I could but will not be responsible for ANY tile damage.  I explained all the risk, even offered to let them or anyone they knew to do the tear out.  They signed off.... I took out the top, which was heavily attached with liquid nails on every square inch of contact with the cabinets. One little place did chip, about 1/4" x 1/8". Now they are asking me how I plan to fix it.  He said no where in what he signed did it state I would leave the damage unfixed, only that damage might occur. That "he had me"  Humm...

    Since we talked about them living with a damaged tile, or it being their responsibiltiy to deal with it, I am so glad I had my tape recorder going that day. I don't think he knows I have him on tape. 

Posted By Kelsey Crisp on 27 Oct 2008 07:24 AM 

   Since we talked about them living with a damaged tile, or it being their responsibiltiy to deal with it, I am so glad I had my tape recorder going that day. I don't think he knows I have him on tape. 

Joe,

   I believe though ,if you have the voice recorder out in the open  for all to see, it is ok.

He has already called this morning and asked what my plans are. I told him I was returning his deposit, as he is someone I chose not to work for.  He hit the ceiling....  LOL....  and started screaming, so I hung up. he called back and said I could not hang up on him... so I did again. LOL.... 

I admit it, I was wrong.

I wasn't wrong for using masking tape to cover the oak. I wasn't wrong to expect to be paid for fixing a mistake that wasn't mine.

I was wrong for expecting life and business to be fair. It isn't.

Ms. Fussycustomer called me today, she got her letter. She wants finish "B" and will only pay for same after she sees the results. It took me minutes to cave; I'm going back on Wednesday morning.

The bottom line is, I've got much more to lose than she does, especially on a job this small. One can only negotiate from a position of strength and leverage and I have neither.

How stupid of me not to recognize when I had an ass-kickin' coming. They are a cost of doing business and a statistical necessity. It's been a while since I've had one, hence my reluctance to recognize and accept the inevitable.

I'll expect you all to point this out right away next time.

Joe

Posted By Kowboy on 27 Oct 2008 07:53 PM

.................Ms. Fussycustomer called me today, she got her letter. She wants finish "B" and will only pay for same after she sees the results. It took me minutes to cave; I'm going back on Wednesday morning. ...............

Joe

I spent 2 1/2 hours with drive time this morning creating finish "B" for my customer for no extra money.

She said she talked to a finisher who says I used the wrong masking tape. Maybe he knows more than 3M Corportation whose manufacturer's application instructions say I didn't by using 2090, Medium adhesion tape:

http://solutions.3m.com/wps/portal/3M/en_US/painting_masking/painting_masking/product_information/tape_selector/

I stuck the tape to my sample and pressed it as hard as I could to get the finish to come off. It didn't budge. That's what happens when you properly prepare wood for finishing. So how's come her finish came off with tape and mine didn't if I used the wrong tape?

Of course she's still not completely happy and says she'll have to have the wood refiinshed for $300.00. Hell, I'd refinish the wood for $300.00. That's the problem, she didn't want to pay to repair her problem to begin with.

Joe

This sounds like a job for the skewed dishwasher!

What,  you say.   Some customers just have to have the feeling of satifaction over YOU.    On the occasion we had this type of " P I A "   I would leave the dishwasher slightly crooked.     " Oh My, you are right , that is crooked,  let me fix it right now"   Here's the invoice.

Eli:

It's some comfort to hear from you, Len an Kelsey that I'm not alone when this happens.

Thanks,

Joe

Yea, us too Joe.

I must say that I have gotten better at this, though. There have been some customers that make themselves apparent before we even get started. We simply let them know that we respectfully are going to decline to business with them and that we reserve the right.

You should see their face......"What do you mean?!!"   "Well, what I mean is, after watching you interact with the other contractors here, I can plainly see that you are an acrimonious customer and that you are looking to get more than you are willing to pay for..." 

They are either speechless or promptly throw me out. Either way, problem solved before it costs too much.  

We will bend over backwards for good business. Couldn't care less about about bad business. They can keep it.....