At my age you would think I would have seen it all but what, drum roll please.
Last week a customer blamed us for a stain on his deck because the crew "went around a concrete pedestal". BS! He also blamed us for the dark grey stain on the blue stone where the black rubber mat was at the bottom of the step. I'm going to take care of it myself but in the end will let him know in a very nice way that he has been unfair. There is no way the small amount of SH and rinse water would stain the stone.
Part two... liars! The new lead tech put in his two week notice on Tuesday. Not once coming to me explaining what he needed and giving me the opportunity to say yes or no. I don't need to explain what that has done with a schedule 1 1/2 pages deep truck one could never get it done. Not to mention the cost involved in training a lead tech, etc. He doesn't care that it affects 5 other employees after he gave me his word in February he would stay through the season. Wish me luck... as I try to find someone in the week they just released the lowest unemployment rate since 1969!
Diamond Roof Cleaning said
Apr 20, 2019
Brett that sucks. Been thru that last year. It is a rough time but just know you will get thru it and it will be ok. Some customers just have never really inspected their house before now since you washed it they look at everything with a microscope. If they see one thing out of place or whatever then they instantly blame you. That is why I instill in my guys to take pictures of everything we wash plus anything out of the ordinary before even starting the job. It has helped us out at least twice this year with being blamed about something that we never did like loose siding and a broken window. I was able to show them that it was like that before we started with time stamped pictures.
BlueRidge said
Apr 20, 2019
This was the new guy who put in his notice. Never said a word to him because I was suspicious. Once I figured it out I told him to always move mats and take pictures of everything.
I got it done this morning, both the stain on the deck that he put Thompson's water seal over, it's gone now! Why the hell would you put any sealer on something if you knew someone was going to come back and fix something? I sent him pictures. The same I posted. The picture from a distance shows the "stain" and the one with the mat is what it looked like when I got out of the truck. He told me he didn't put the mat down before he left. Well, the picture shows he did. A little EBC and light brushing and it is gone.
That sucks Brett. Good work on making it right. I think that is why I will always be an owner operator. I can't trust the guys that are working beside me let alone guys that I send out to do work on their own. I haven't found one yet at least. I guess I'm too OCD and I don't handle criticism well or a phone call at 9:00pm with a complaint. Mike is right with taking pictures. It has saved me a few times already. I'm getting too busy to do every estimate in person, but I try to do as many as I can and take pictures of imperfections even in front of the customer. I had a customer call me out on a broken window that we both talked about when I did the estimate, but I didn't take the picture and in the end I paid to have the window fixed. PEOPLE SUCK!!
Diamond Roof Cleaning said
Apr 22, 2019
Wow. Tough situation there with the window. I would off reminded him of the conversation we both had then told him to have a nice day.
BlueRidge said
Apr 22, 2019
I was surprised today... the guy called to pay and on his own added $200.00. In the end I guess he knew who was right.
Owner operator is ok until you get old!
Western Mass Prowash said
Apr 22, 2019
Oh I reminded him Mike. The guy was a tool. After I cooled down my mindset was that I am a young company and a $80 window fix could have saved a bs bad review. I took it as a learning experience. Now its all about C.Y.A. (cover your a**). I now have almost 2 pages of terms and conditions in all of my estimates.
Diamond Roof Cleaning said
Apr 24, 2019
I most likely would of ate the window cost too but I would have let my displeasure be known more than anything. You did the right thing and now you know to take a picture before you start.
Roney Conca said
Apr 25, 2019
Brftt can or someone familar with ( EBC ) tell us what ebc is short for? Thanks in advance - roney
BlueRidge said
Apr 27, 2019
Roney Conca wrote:
Brftt can or someone familar with ( EBC ) tell us what ebc is short for? Thanks in advance - roney
Start a new post with that question. This post isn't about EBC.
At my age you would think I would have seen it all but what, drum roll please.
Last week a customer blamed us for a stain on his deck because the crew "went around a concrete pedestal". BS! He also blamed us for the dark grey stain on the blue stone where the black rubber mat was at the bottom of the step. I'm going to take care of it myself but in the end will let him know in a very nice way that he has been unfair. There is no way the small amount of SH and rinse water would stain the stone.
Part two... liars! The new lead tech put in his two week notice on Tuesday. Not once coming to me explaining what he needed and giving me the opportunity to say yes or no. I don't need to explain what that has done with a schedule 1 1/2 pages deep truck one could never get it done. Not to mention the cost involved in training a lead tech, etc. He doesn't care that it affects 5 other employees after he gave me his word in February he would stay through the season. Wish me luck... as I try to find someone in the week they just released the lowest unemployment rate since 1969!
This was the new guy who put in his notice. Never said a word to him because I was suspicious. Once I figured it out I told him to always move mats and take pictures of everything.
I got it done this morning, both the stain on the deck that he put Thompson's water seal over, it's gone now! Why the hell would you put any sealer on something if you knew someone was going to come back and fix something? I sent him pictures. The same I posted. The picture from a distance shows the "stain" and the one with the mat is what it looked like when I got out of the truck. He told me he didn't put the mat down before he left. Well, the picture shows he did. A little EBC and light brushing and it is gone.
I was surprised today... the guy called to pay and on his own added $200.00. In the end I guess he knew who was right.
Owner operator is ok until you get old!
Brftt can or someone familar with ( EBC ) tell us what ebc is short for? Thanks in advance - roney
Start a new post with that question. This post isn't about EBC.