Church Job

[kodydog]

Rose is not a push over by any means. She can spot an unprofitable job a mile away. And crazies are usually unprofitable. Rose will be cordial to a point but there are times when the conversation needs to end. Usually that time is when the customer becomes nasty. Rose doesn't mind telling a customer we are not interested in the job.

Zigler says, "Because the customer has influence, we have the hope of more customers." That's a good rule to remember. It reminds us to give good customer service. When working with an unruly person Rose always try's to end the conversation on a good note. But when you get a customer like the one you mentioned (FU is never tolerated) my theory is if that customer bad mouths us their friends already know they are a type person that is not easy to work with. Threatening to use another upholsterer will definitely end the conversation.

We were at a customers house. She was a retired decorator from NYC. She told us the wall paper hanger kept messing up. She said she asked him, Harry, how could you F this up? That and several other things she said made us call her the next day and tell her we weren't interested in the job. She said, will I'm not going to beg you to work for me. Attitude and respect needs to come from both sides.

[SteveA]

I think we are all customer service orientated and use our people skills to survive.  The nicer folks are when you're working for them the more you tend to go out of your way to do better. At least that's me - I appreciate getting to know my customers and look forward to seeing them. 

When you put that Zigler statement on the front of your business card you may regret it.  The job is hard enough but when people say - can you pick up at 3pm, take your shoes off, don't make noise, don't rub the walls, tighten up the arms if they need it ,  and on and on ......... are you going to be that person the statement says you are ? 
Customers don't tend to have a mission statement that says -  every repair service is important, we must be considerate of a craftsman's time, hours, appointments, and all the hazards craftsman work around daily. 

I guess there is some place in the center that both sides feel comfortable but I could not give customers the idea it's OK to push the envelop and no one will push back.
SA

[sofadoc]

I can honestly say that in all the years of doing business, any time that my work had to be coordinated with others, absolutely NO ONE has ever been delayed because of me. Whether it be carpenters, carpet layers, drapery, etc, I'm always the first to finish.

That Zigler quote is nice and all. But my mantra has always been "The customer is always right.........unless I say they're wrong".

[65Buick]

All good advice here.

I am still a lot less experienced. But so far I just plan for longer. As long as the customer knows up front it might take a little longer, that's better than not meeting your agreed date. So far I haven't missed a self imposed deadline.

[kodydog]

Twice yesterday Rose got calls from people who didn't want to make the effort to help her make the estimate.

First lady with a recliner. When Rose asked her to send a picture the lady said, its just a regular old recliner, all I want is an estimate. Rose explained a recliner could cost anywhere from $400 to $1000 to recover, that's why I need the photo. The lady said, seems like a lot of trouble and hung up.

The second call was a guy also with a recliner. He needed the foam in the seat replaced. Once again Rose asked for a picture. He said he could do better than that and bring it buy. Rose said that would be fine but not this week, we're very busy. The guy said he would find someone else and hung up.

Buy the way we are still waiting for the 5 pews to be delivered. When the Reverend called last evening he said Rose, I have to tell you, I really appreciate your hard work and patience. He said your husband is very diligent in his work. Its nice when people notice. We hope to finish the job sometime next week.

[SteveA]

Hey that was me that called twice and Rose hung up on me ?   

I just wanted to know if you could just replace the seat and the tops of the arms of my recliner -
Just kidding :)
SA

[kodydog]

You don't want to get on Roses bad side Steve. I've seen her make grown men cry. :)

[gene]

If they are that unwilling to put forth any effort to help you with the estimate, can you imagine how unwilling they would be to put forth an effort to pay you?

[kodydog]

I think customers like this are just fishing. They have already made up their mind to buy new and as a last ditch effort call around to see if an upholsterer can recover it for 1/2 the price. The serious customers think sending a photo for an estimate is a great idea.

[kodydog]

Latest on the church job. The reverend called Friday and said the guy that is modifying the 3 pews had a heart attack and is in the hospital. They are trying to figure out how to get the pews from his shop and to the church. I feel sorry for the woodworker. Ya work hard you're whole life with people breathing down your back and stressing out about everything and one day you end up in the hospital with a heart attack. Just damn.

Some day I hope to enjoy all I have worked so hard for.

[SteveA]

I hope we are all already enjoying what we have worked for in a part time manner.  So looking forward to 66-1/2  - the years have taken a piece out of me.
Sorry for that woodworker - maybe he over did it ?  I'm not pushing anymore that's one good thing I'm enjoying - working without stressing over the gross
SA

[kodydog]

working without stressing over the gross
SA

Yes, been working on that.

[kodydog]

The reverend called today and said the rest of the pews are at the church. I will be there Monday morning to do 4 more and finish everything up Tuesday. Hoping ole Murphy is taking a labor day vacation next week. :)

[kodydog]

Church job is done. Monday the reverend asked me not to upholster the last pew. This pew plus 4 others that are already recovered will not fit into the new chappal. Oh boy! Rose helped me tweak and steam all of them and we had a interesting 15 min impromptitude bible study with the reverend.

[SteveA]

I hope he was praying for a discount ? Did he mention the parable about a camel and a needle ?
SA