Podcast #5 ~ Dealing With Customer Complaints
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- Опубліковано 29 вер 2024
- Dealing with customer complaints can be the hardest part of any job, so it's time for Roger and Robin to share their experiences and tips on how to handle customer complaints.
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The Chimp Paradox: The Acclaimed Mind Management Programme to Help You Achieve Success, Confidence and Happiness.
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Here are some useful articles on dealing with complaints:
How to Talk to Your Angriest Customers - bit.ly/2Ubzkk5
Why Customer Complaints Are Good For Your Business - bit.ly/2po5sQF
How to Handle Customer Complaints - bit.ly/2HIFAKc
10 Tips For Dealing With Customer Complaints - bit.ly/2UcyP9o
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Although our UA-cam channel is mainly reviews and 'how to' videos but we want the podcast to have a broader appeal and help people in their everyday life. I'm sure many of you want a podcast to listen to while you work or walk the dog or go for a run or a long drive and we want to be that best podcast for you.
This is obviously the video version but we will be publishing an audio version on as many podcasting platforms as possible including Apple Podcasts (iTunes), Google Podcasts, Spotify, TuneIn and directly from the Skill Builder website.
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#SBpodcast #TopTips #complaints
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The best complaint i had was when i finished a job, a week later the customer phones me to say the mains water was to cold , so i told her i would phone seven trent and ask them to turn up the thermostat, next day i phoned her to ask if the water was ok she replies great
Brilliant, I will remember that
BWAHAHAHAHAHHA noted.
I LOVE THIS HAHAHA
Brilliant
Lol
Don't normally subscribe, this is the fifth one on watched, appreciated much, these are a big help......... Claire and down-to-earth, thank you!
Priceless.
We had a customer who we built a 2 bay oak framed garage clad with softwood feather edge board who asked for and was determined that he’s was going to get soft feather edge with no nots what a joker
I wanna know what cars Robins got haha
you finished job to quick . got a call leek in floor just in side front door i asked if lead pipe or copper he told me lead on one side copper other side lead leaking i gave him a price + cost of fittings he said ok 45 min later got to site as quoted 1 hr. labour £45 +£ 25 parts did job 20min commonwealth friend wants to not pay me i said i gave the price you agreed i showed him the invoice for the parts any way i had got the hump i thought ok waters back on by now no problem cut lead close to brick work and removed new stop cock water flying under floor as before got in van and went forth him shouting the odds all the time o dear what a pity nether mind.
If I'm on Jobs for weeks, at the end of each week I give my clients a "Comments Form" for all issue that bother them. Starting Monday I read and address these issues and save it in the folder for any future reference. This works really well as the client has two days to think of any issues that's caused them problems during the week.
Brilliant Tip Richard Baker
Then file it under B
Fantastic tip
You guys are doing your part in educating and improving the trades. Thanks.
Working on a full house refurb in ferriby ,hull. Within 30 mins of been parked outside the job(Legally) the residents association and parish council had called the office to complain. Mid class retired are the worst.
You have to feel sorry for the feeble minded busy bodies.
I sense that many have a sense of superiority. Have you seen The Frost report skit.. Cleese, Barker and Corbett. Apotheosis of this power entitlement relationship. I am a scruff bag, speak occasionally using colloquialisms and lapses into the vernacular. In other words, I'm a tramp who uses mucky language. Instead of listening to moronic music radio stations and sitting down to eat my butties while reading The Sun, I download Sam Harris podcasts and audiobooks to listen to whilst working (I'm on the Selfish Gene by Richard Dawkins at the moment) Get the sense that customers don't really know how to take me. That's just how I like it. Keep the buggers guessing.
ua-cam.com/video/9tXBC-71aZs/v-deo.html
Mid class retired are definateley the worst and i think 3 of them watch this podcast!
What does MCC stand for?
Middle class cunts.
That my missus and me’ s shorthand for half the people in Lewes ( and Waitrose)
They don’t mind pushing in
or making you wait but woe betide anyone who does it to them
I once received an email complaint from the wife of a customer because I'd refused to lend her husband my £600 Hilti drill because his £12.99 Aldi one was broken ........
I changed a toilet seat 4 times in one day i put back the first one i put in and they loved it
“They probably haven’t even heard that much swearing. They’re here, they’re in my house. There using my toilet”!!
“Worst case scenario, THEY’VE HAD A NERVOUS BREAKDOWN “!!!
You two are priceless, and in fact philosophers.
A neighbour on one of my jobs kept on asking me what I doing, how long the job would take ect. Eventually it turned to moaning. Then the best thing happened. The home owner I was working for went out and gave the neighbour a right bollocking, told him to stop wasting my time and sent him on way. It was absolutely class. Never had another issue with the job, paid on time a bit of a tip, brilliant relationship. I'd love to know if them two are speaking yet haha
I fitted 6 Oak veneer doors for a customer and he almost made me quit my job, he's frames were so bad it took me 1 full day to hang 2 doors and I messed my 1st door up costing me 100 pound, the other 4 doors I had to do over a few days because of other jobs I had to fit in as I work for a shop, I came home after it with my money and said to my wife iv had enough of working and I had a week off work, after that week off I felt good again and love my job but I honestly felt like giving up he was picking at everything I did, you can't make everyone happy was the lesson learned
Ive had a situation when making noise at my home, middle of the day. The neighbour came around an threatened to phone the police, so I invited in and the use of our phone ,went away in tears. Great videos lads.
Had a client who questioned everything I was doing , got too the point I had to use a phrase passed on by the chap who trained me “ Only fools and small children should see things half finished , which category do you want to be in “ He looked at me and said “ I’ll opt for small child “ left me alone for the rest of the job subsequently has become a good friend and a long term client.
I've had customers complaining within the first couple of hours about noise , smells , Vans on the drive . So much so I've stopped domestic work and stay in my workshop
Go back out there for every bad person there are at least 1 1/2 good ones.
i have similar problems, i do domestic carpentry & i have customers who talk all day about there life & there problems i also have to move all there stuff before i start work, when i work in there kitchen they start cooking. i enjoy my work but hate it when there home all day and then they say how long will it take. just shut up or go out and let me get on with my work! i would love to have a workshop just me a radio & a kettle.
Ive been on Robin's page this week but then i stumbled onto this one.
I only wanted a small video to watch whilst I had my coffee; I ended up having about 3 cups.
Great video 👍 Good content and a some laugh out loud moments.
I'm 25 and a Carpenter, so ive got plenty of time left to encounter some of the scenarios or kinds of people mentioned in here.
Thanks for sharing. I'll be sure to check some other videos out.
This format with you chaps is working well. I'm not usually a podcast person, but this is better than the crap on the tv and it's also helpful to hear of your experiences.
Used to work with a old carpenter in early 2000s that wouldn’t work in someone’s house unless he could smoke in there we walked away on numerous occasions when the shocked customers said he couldn’t 😂
Or walked in with him smoking in there living room 😆
I once walked from a job after being accused of blocking the customers loo and leaving a stink. I hadnt even entered the house! And was still outside unloading tools from the van.
Grovelling apologies sent via email as it was aparently the husand, a small 2 day job day job so respectfully declined to work for them.
Best thing ever, walk away. How can anyone jump to conclusion without examining the evidence?
"examining the evidence" So, what you're saying is that Paul F should have insisted on a stool sample? A detailed, forensic examination in order to irrefutably establish the individual who crimped it off. No-one expects the bottom inspectors!
@@loafersheffield Exactly let us lay it before the court. A man deserves a fair trial.
@Q 400. I'm reaching a "certain" age. Dreading it. My older bro went to have the old prostate examination. The snap on of the latex glove, leaning forward and gritting his teeth. The Dr. said, "now Mr Loafer (senior) it's not unusual for a man to get an erection during this procedure, so don't be embarrassed"
My bro said to the doctor after pulling up his pants, "Strange, I didn't get an erection"
The doctor said, "no, but I did!"
"The customer is not always right, but the customer is always the customer."
Craig Chambers director of Enhanced Spaces
Bend over backwards but not frontways
I was working on a refurb the owner told me the neighbor would complain about the noise, sure enough she asked me to turn the radio down, I was listening to Test mach special, she then asked if i could drill a bit quieter,and not use the hammer so much, this went on for a few days. On the following Monday she asked if i could help start her car, " sorry it may make to much noise" i replied. never heard another word
Totally ,agree with you Roger. I've found when dealing with the public for the past twenty years, I never,never interrupt them when they go off on an rant. I will stand and absorb the anger and the abuse and nod in agreement if I believe it is necessary, it is very difficult for a person to sustain a grievance or anger when the other party is not being confrontational. I have had people become quite emotional and expressed an apology. When you start to re-direct the conversation about their health or family. it generally then emerges that they are experiencing a distressing event or situation that is stressing them.
I think if Roger thinks someone is a Bastard then they must be a right old horrible Bastard, he seems quite a tolerant chap. My favourite channel on YT, keep up the good work.
Great Podcast, I'm 22 and now self employed my first job was a small extension for a lawyer , She would hang you sue you and put you to jail in a heartbeat but would start crying if you were pressuring her to pick a wall panel for her bathroom fs so I agree with the points well done.
Can you imagine "not happy with all the swearing from your crew". "I'll have a f###ing word luv" .
Love hearing these stories.
Spoke to someone who complained about the builder having a crap every morning about 9.30am. I said at least he’s regular., sign of a healthy bowel.
Theres a number of points in this:
The Ferrari, my accountant once advised be careful what you drive. You dont want them thinking theyre paying you too much.
The educated people, PHd etc. No theyre not bright and dont have much empathy. Best I heard for them was they can work out the cubic volume of a jar of pickles, but cant get the lid off!
Anyone accepting a discount to settle a complaint, always get them to sign the discount/payment is in full and final discharge of their claim.
Really enjoyed this one guys. Great advice. I refurb bathrooms for a living and ive got dealing with clients down to a T! I have learnt to tread especially careful around the wife! When a client asks me will there be dust, i will tell them yes, loads, and that it will get into every room of the house. Because it does, doesn't it? They ask will works be noisy, i tell them yes, very noisy. Becasue it is, isn't it? And the big one! How long will work take? I always tell them longer than what i know it will. You tell them 2 weeks, and it goes into 3, their on my case. And i was taught years ago, do not give them any ammo.
These are the highlights of my day as an apprentice chippy I could listen to robin all day
Nice one Leon!!
I also realised over the years that word of mouth customers tend to go more smooth than customers that are recommended via social media not first hand recommendations,
Ultimately everything is in my terms and conditions and the joist app I use tells me that they have read it , I put at the end (customer to supply tea and hobnobs) if I get hobnobs and tea then I know they have respect and humor which I carry
Me and my work colleague use to have the radio on and sometimes (try) and sing along with a specific song. One customer told us we should shut up as we were upsetting her cat. We didn't know if she was complaining or insulting us. There's some right stuck up snooty bastards out there.👍 piece and love too every tradesman out there.
You two are a breath of fresh air. It's clear you enjoy working together. I look forward to watching your rambles and you project videos.
Don't know if anyone has ever said this but Roger looks and sounds a lot like Nicko McBrain from Iron Maiden
My younger brother
What I have learnt in customer services for a multinational company is that you can't control what a client thinks/says/does, but you can control your output which can REFLECT on the client once they have heard your explanation/side.
If it is calm and collected, although unmovable in compliance with policy (or an agreement that you have both come to terms with) they have nowhere to turn to but ACCEPTANCE if/when they become unreasonable.
I’d like to complain about you complaining about complainers. All complaints gratefully received.
I would like to complain about you complaining about us complaining about complainers.
It's all about communication. You may have been doing this job for years but it's the clients first time and assume they know nothing. Communicating information is invaluable for understanding.
I'm a heating engineer and I once had a bit of a whinge to an older plumber about a customer not realising how much work I'd done to their heating system, it was a Wednesday and I| had been carcassing all week, so the work was under the floor. He advised me to fit a few radiators the next day, I said I'm not ready to fit rads, he said just fit them buddy. So I did, the customer came home and immediately congratulated me on how much work I'd done that day..... haha. From then on I always fitted a few rads on a Wednesday!
I used to fit the rads as the first job and then pipe back to the boiler. I used to pressure test the pipes at the entrance to the rooms so could put back all the floorboards and have the rooms completed and back in action. The boiler went in last.
Pissing people off 🤣🤣🤣🪚🔨
I once had a customer complain that my painting crew had put too many coats of paint on her house! She was a really persnickety rich woman with too much time on her hands. The guys had re painted her house with the color she had chosen, after we had done dozens of samples, but now she was claiming that when it had one coat of paint on it it was perfect but now with two coats she didn't like it! "and another thing" she says to me, "I didn't know it was going to be a bunch of Mexicans painting my house" The crew leader was pissed, "we're NOT Mexican, we're Guatemalan!" She later apologised both about the paint which she loved and calling the guys Mexicans, and then the truth came out that she was upset with something entirely unrelated and we just happened to be a handy slapping post to vent on.
At least she fessed up to using you as something to kick.
@@SkillBuilder Yep she actually became a really good client for many years. I was there when her mum died in her house and she asked me to come and confirm it because she couldn't do it. And she and her husband, who was the top lawyer in huge US firm came to my wedding. It's nice when you can resolve a client conflict and actually turn it into a positive.
Before I saw the light and became a Plumber I spent some time in the hospitality industry bar man Restaurant manager Resort Manager and I became a specialist in dealing with chronic complainers. Rule 1 listen to them and answer I " I fully understand and I agree." ( even if they are they being a complete arse) this gives them a pause because they are ready and fixed to have an argument. 90 percent of the time people will go fully into an argument and not expect to win it so let them end the argument right then and there.
STAY CALM. Let them continue to rant just say yes or nod. Don't argue even if they are wrong! By now they are calmer so say " I will but it right "
It might be a few steps back for you but the customer will believe he has won and the future relationship will work and the customer will use again and recommend you.
You guys are so right to bring this to the for, I now have a pre contract meeting with the clients to discuss possible problems with neighbours re parking etc & ask who owns what & even who are likely to complain. it makes your own customers understand the complexities of how you have to deal with the surrounding houses & owners etc also logistics of the job IE: we don't beam in materials or remove them from site the same way, this helps the customer be a bit more proactive with telling the neighbours what you are doing & how long it will take.
some people think that builders get up in the morning & think "who am I going to annoy today!" we just want to go to work & do a good job just like anyone else. Even a parking attendant does not get up & think, cant wait to have a ranting frothing driver shout at me today for doing what I am paid for!
great podcast lads, great to see you care about your work & customer relations, keep em coming.
I love you guys, laughing my head off listening to you both.
A painter told me a story where his apprentice got told off by the next door neighbour because he parked his car too close to the edge of driveway curb and his wife wasn't able to negotiate the reverse properly. The painter went out and looked at it and said it was perfectly fine and approached the neighbour. The neighbour blew his top and climbed into the painter. The painter got out the tape measure to prove that his apprentice was within the law. The neighbour went ballastic and the next day went to the media and the painter was made of mud in the newspaper, TV news and Facebook.
It proves the point that its best to calm down, apologise (and in this case move the car) and let the person fume away, and it will ultimately settle down.
Let the chimp rage 👌🤭🤭 Best advice ever 🤣🤣 my workshop is right next to the weirdest housing estate . In a really friendly village , Attracts the most odd collection of complainers. Its a great village full of loads of the friendliest types but this estate 🙄 Jesus anyway. The whole village gets it from them 🙄 they even complain about each other . Some have had paint thrown on thier car for parking in the ‘wrong place ‘ 🙄 anyway My work gets a bit noisey on occasion so I’ve had my fair share of chimps raging over the fence shouting all sorts . Best advice is calm as a cucumber go up to the fence and ask them politely what the problem is .. half of them run back into thier house 🤣🤣 other have have boil over for ten minutes . After which I’m still smiling at them.. with a hand full of solutions. All the while making sure they know I’m not going anywhere , I was here long before thier house got built next to my yard and I’ll be here long after they’ve left 🤣🤣🤷♀️
No, he would not have been in charge of anyone, they would have all walked out. You do need to stand your ground with some people, but, in the main, if you're chatty and talkative, give them the time of day and CLEAN UP at the end of the day - bingo, they are as happy as Larry(whoever he is!). We had a van parked in a hammer head and one of the residents kept putting a label on it saying we couldn't park there. He confronted me in the end and I told him to ring the Council or the Police... which he did and we all spent a night in Jail.. no, seriously, there were no parking restrictions or other parked cars and someone's jealousy at what a neighbour is having done cannot be reasoned with. Be calm, polite and walk away, you're never going to win. The situation with rubbish and litter drives me mad let alone neighbours so keeping a site clean and tidy is pre-requsite. Also, lettering and/or speaking to neighbours and pre-warning of parked vans and skips solves 90% of problems. People just like to know and be kept in the loop. Fun video.
I've done call out work where you need to wipe your feet on the way out!
Someone told me this. When u got into a restaurant...and as after the food arrives... And ur half way eating... That's when the manager pops around to ask how the food is... So that if u complained after eating..... They'd ask yiu... Why u didn't complain at the time.
That's what are customers for - to complain ))))
Basically you try your best but every now and again you have one that will really just be a pain . One once said i could ruin your reputation. I said go and try ive tried my best for 30 years and still getting roofing work flying in . On a velux im not happy . Does it close yes does it shut yes . Its not exactly at the hieght by 2 cm i want it . Thats because theres a whopping 200 year old perlin there with ornate plastering around it . So it opens and shuts yes . Does it leak no . Can you see it from the ground no as parapet wall is blocking it . Ok I will be in in the morning lob it down from 40 foot and you can get another roofer to put it in . Oh no it's fine . No I'm removing it . No it's fine . Ok I want paying in full and you can clear the rubbish away yourself now prick .lol lol plus I hate the radio it's stops me thinking clear
Great video. Being autistic I have trouble with noise. If a worker has a radio on even up the road I can hear the dull thud of it in the right wind direction. We're not all cut out for noise and it can really make me feel quite ill at times which is something some people will never understand and find funny. Thank you Roger for not just assuming that customers might be alright with listening to a workers radio all day. I wouldn't ever ask someone to turn their radio off because I realise that they might want some company in form of the radio but it would be nice if there was more awareness on this.
Some brilliant ideas and points of wisdom. Great to hear how certain problems can be avoided particularly when unexpected.
I have had builders at the adjoining house for a year now, bashing the house to bits all the way through lockdown noisy as hell had to sit through hours and hours of moronic statement and arguments at one stage I thought I had the flat earth society outside my back window, beer cans thrown over the edge, of which I lobbed back over as soon as the gaffer of the mob rolled up in his car so as to get the bastards into trouble for drinking on the job.
The thing is they are still not finished, I am now into the third lockdown, with these useless idiots driving me nuts.
The gaffer asked me if it was alright to remove a bit of a 60-year-old beech hedge, they dug up over ten trees!
They are going to pay dearly for that one! I have a sister that worked at Erwin Mitchel's.
Just don't get anything done it's way to much hassle having people in your house for more than a day that's why I fitted my own bathroom and kitchen and do all my decoratione it's bad enough having carpet fitters in do it your self if you can
It's guys like you that keep guys like us going!
In me own words:
Your f***in awsome mate!
We had a complaint about the job was done too quickly! She thought if was rushed, I asked her was she satisfied with the work, she said it looked fantastic and great quality but she still said it was rushed. I said you have just miss took hard work for rushing. We work and run a business in Australia, we are English guys. We work harder than any Ozzie tradie. Ozzzie traders are slow, lazy and have no chat! Case closed. That woman even called us back for more work!
I bet you slowed down on the second job.
These podcasts are so useful, relatable and entertaining. And I'm not even in the trade.
Great podcast down to earth and its a laugh a minute. keep up the good work.
value added touch. well done. onward n upwards. Have a great day.
Come and work here in Perth I’ve been here 32 years and the people here are unreal , I could tell you some stories
you guys are using your machetes of wisdom to cut through the perceived jungle out there!
thanks for the clarity and a less stressful quality of life
Its true that 6 week thing. 6 weeks late they actually hate you. Thats why its so hard to get the last payment out of them. The resentment that builds up over the project whatever that job is.
What did he do for a job and robin says fuck people off 😃🤣brilliant
Great podcasts, these give me so much more confidence going to work knowing the likes of you guys deal with these kind of people and problems on a daily basis. Great advice on daily working life
Yes, my boss always has a chat with the neighbour if it's gonna be noisy. We've got a few jobs from that lol
Builders are culture everyone else is just fake!
Turned up new job within mins a neighbour, 2 doors up , ranting and raving that I had took his space on road outside . Public road no line restrictions but that's where his wife parked and she was due back . Turned out this guy hadn't worked for years and nothing wrong with him . Some folk just have nothing better to do unfortunately .
We are all animals at the end of the day , maturity and experience helps in dealing with confrontation
that guy sees you as someone beneath him...not his equal.
Roger, absolutely right (13:53, about the type of people, the psyschology of small minds.. (and of course their backgrounds/upbringings,) and their control freakery.. ; ) Spot on ; )
Completed a laminate flooring in a hall. Customer bought integrated laminate with underlay. 20mm rise in sub floor vs lowest point but was told by my boss to "do whatever" to get the floor down.
The floor went down but I had to abandon job as it was done on mate's rated. 100 quid when it should have been 300.
Customer complained I chipped 13 boards and had to replace almost entire flooring.
Though to take when you tried your best
Hi Guys, this is really good and informative. But as you say, Roger, at 30.43 it's mainly the tradesmen's viewpoint, understandably. What do I say to my tradesman who has just added 10% for a quoted work, now that I am making the final payment- having paid two thirds? Any advice?
i bought a bungalow that the previous owner (an old lady who had lived there for 60 years) had never had any work done on it. the 1st day my neighbour came around and asked: "what's all the noise?" i replied: i'm re-wiring.... he asked why was i working so late? i said it's 5.30pm. the next morning i was awoke at 4.15am .....yes 4.15AM by him mowing his lawn. day 2: 4.00pm he came to complain again about the noise. i said " don't worry, i will be done tomorrow" he said that in all the 50 years he'd lived there he had never been so disturbed. i said "i think your house needs a rewire?" he grunted: "it has been!" i replied: don't you think it disturbed your neigbour? .. he said "no... she was deaf" ........i could go on...
I'd really like to listen to how you guys have dealt with substandard employees, or have done work as an employee for a company where you've felt anxious putting your name to a poor product.
You have told all exactly as it hangs 55yrs ,can only say that the domestic customer remains the same as ever they were/are good or awfull
I was a labourer for a roofing contractor, in the 80s who had the royal palaces contract.
We did work on all the London palaces.
Great first job. Met in a cafe a 9 o’clock, bacon sandwich. Get to the job for about 10 o’clock. 2 hours work then back in the cafe,
back for a couple of hours then push off home at 4 o’clock
We were repairing parts of the slate roofs on Clarence House.
I had done my usual stint of getting a few dozen slates up for old Harry, then I had sloped off to the other side of the roof for a bit of sunbathing.
I found a nice comfy bit of roof next to a chimney, and spread out a dust sheet. I laid there soaking up the rays.
Suddenly a skylight opened and a footman popped his head up through it. ‘’ Could you turn your radio down young man, the Queen Mother can hear it in her drawing room!’’
Great job lads.
True tradesmens conversation!.
i remember doing a job for a few weeks and the customer left capital radio on all the time for their budgie.
i wanted to shoot myself!
Priceless
Great stuff thanks Gents
Question for Roger ! …. Roger, if a customers wet room floor tiling was installed incorrectly ie dot and dab adhesive, with no solid bed applied and it cracked or failed in some way later due to that incorrect method of tiling, would you say the said customer has the right to full compensation for remedial work ? just saying …… ;-)
100% I would not argue. I believe in putting things right. Watch this space
Great channel guys, love hearing the podcasts as well as the regular videos.
American contractors / construction workers take a lunch break. One. UK workers take tea breaks. Several.
I hate writing comments and rarely do but guys I watch all your videos as I'm doing a bit of home renovation myself, your videos are priceless, they really are, the story about Ferrari is class, I am a software developer by trade but did metal work and woodwork in school, I don't know about in the UK but here in Ireland they used too put what we're classed as "thick people" into these subjects and the rest into that were considered smart people, did maths, business and hard sciences. So it's those people here anyways that have the perception of builder's being of a lower class of person also. These people anoy the hell out of me as they are same people in my industry that think they are much smarter than other people when they would struggle to drive a nail into a stud. Everyone should do practical subjects in school is my opinion, they are life skills. You should do master classes on some platform to get a bit back for the knowledge you are giving out for free. I would certainly by one. Keep it up lads.
After finish a job during the Football World Cup a few years ago. I got a call from an irate client saying there was no power in their TV room and they were miss an important game. I rushed through on a Saturday afternoon. Went in the room to see what the problem was. I turned the switch on and charged an embarrassed client a large after hours call out fee. With experience now I would have asked the question on the phone but never expected the client to be that dim.
I had a customer complain that the dormer too expensive after we finished and didn’t charge a penny more than the original quote. They literally said they just didn’t want to pay. We settled on the final invoice being £300 less as that was what it would cost to take him to small claims court with they email he had sent stating he just didn’t want to pay. I put a time limit of 2 hrs for him to pay before the offer was retracted... Ive never been paid so quickly.
Love all your videos but first time listening to a podcast. So far guys, you always appear to be the most perfect gents and meticulous and amazingly skilled at every turn. I was beginning to think that I must be the most intolerant failure on the planet. But thankfully, hearing your comments makes me realise that you are just normal blokes making the odd error, or chimp moment just like the rest of us, yet doing your best at all times. It almost makes me feel marginally less of a failure once more! Well done .... looking forward to hearing a few more pearly words from you both. Love the Ferrari story Robin - nice one. Cheers - Marcus
On the other hand you can choose to say nothing and then have to deal with scratched vehicles caused by knuckleheads trying to clean mortar splashes from a mixer with rags covered in grit. Best to be seen as a moaning bastard and save money than not moaning and being out of pocket. I was a self employed tradesman and it's all about being proactive so you don't need to be reactive.
I've learnt to not trust clients in suit & tie.
Have had complete renovation of bathroom with walk in shower, the installers used Abacus materials to tank room and use tray and linear drain, why does the water pool quickly then most of water runs away from drain, installers can’t see problem.
Really great job on these podcasts, keep them coming
I've worked on jobs where the residents of the street get up early to remove their cars from their drives and park in the road to take up all the spaces!!!
I did some work strumming verges for the LA years ago. A retired lady came out and moaned at me for not cutting some hedges. I responded that they were not in our contract but I am sure it would be possible if she would like to pay some more council tax.
The other on I learnt early on is to ask people if they have ever had major building works done before? If they say no, I'm honest with them and explain about the dust and mess a bit like Robin says. It doesn't stop complaints dead, but it does help.
Another great episode, love it. Please keep going 🙂
I totally agree with loads of the comments made. And I'm glad that I'm not the only builder would practices psychology on customers 😂 sometimes people just want to be heard when the alpha male of the house who knows nothing about the job your doing starts throwing buzz words his heard or his mates been round while your not there. the best is to deal with it one to one (not with your lads watching) as it may seem like your ganging up, massage there ego a little and talk them through the job so far, you tend to find they'll run back the the person with the problem and repeat all you said like they knew it all along and then I find they'll back down 👍 great podcast
I'm thankful that with myself complaints is not something I have had to deal with much in the last 8 years I have been self employed, but my previous employer used to use me specifically to deal with their complaints, I thrive on them, like Roger said my chimp sits aside ,
As robin said it's all about talking through all the expectations to the customer so nothing catches them by surprise, a bit like when you tell a 5 years old it's bed time 15 minutes beforehand.
I look forward to having a chat to Robin
Im loving these chats. I’m always up for fixing things, diy ,mechanics one off projects self taught welding plumbing and bricklaying etc etc. We used some excellent builders for our two extensions, and treated them right. ( you’ll be glad to hear.) So I understand both sides of the situation I love your deep understanding of the human condition, you two are far more emotionally and intellectually advanced than your awkward clients. There was plenty of laugh out loud bits in this one. Excellent.
what did he do for a job " Robin: pissed people off " love it.. would love to have you guys working on my home real Pro's that care about your work and the job.. and a cracking sense of humour.
The more guys there are, the more likely you’re gonna get agro from your customer. We do fairly big jobs (extensions/loft conversions etc), but there’s only two of us. The loft conversion may take 5 months but it’s a relatively tranquil experience for the customer. Depends what they want. I’m clear from the start and they’re (usually) happy with the fact that it may take much longer than a gang of 6 blokes going flat out. I’m never out of work but it ain’t gonna be lightning speed.
Well lads great blog . We were doing a job a few years ago in a well of area of south Dublin . We had the neighbor from hell every day she was across giving out , complaining about everything . Put up with it for a long time and bit my tongue . Had a brickey in to rebuild the chimney's , neighbor was over giving out ,had the tea ,went back to work ,went out side to see how the brickey was getting on , there he was working away on the very top of the chimney all he had on was his work boots nothing else 😂 she never came near us again 😂😂🇮🇪☘️
also the great divide - between "educated" and "intelligent" so let the war begin........