Mike Andes describes a contractor who quoted four items to a customer but only one was accepted. The contractor completed the agreed work, made three follow-up visits, and did extra work free, yet the customer left a negative review and complained about the invoice anyway.
April 9, 2023
One out of four items
Three times
So who? Is there somebody else I can talk to? Is there a manager or an owner or somebody that I can actually have a conversation with?
One of the most frustrating things about being a contractor is that when customers sometimes get estimates, they don't read everything. And because they didn't read the estimate, they're then disappointed with the results. The customer left a really bad online review, but ultimately we did everything that they accepted on the quote, but they only accepted one item out of the four items that we talked about during the initial visit and for free. We actually went back three times to the property to sure that they were happy, but some people you just can't make happy. And they were still complaining about their invoice, even though we didn't charge them for the extra work. They never accepted on the quote.
