Weed Out Difficult Customers - Before They Get Difficult!

Did you ever have a headache client? The one where all the money in the world is not worth dealing with them day in and day out as a project comes to a head? There is a way to spot traits of potentially difficult customers, and ways to tactfully deal with them.

Sometimes, no matter how much you may care for someone, or how much you would like a job, you just need to turn him or her down. Admittedly, this can be difficult, but after dealing with a number of these pesky customers, the task can get easier. Here are some red flags to be on the look out for- and they can be subtle. So subtle, that sometimes they are missed prior to starting a job. But certain personality types are flags:

• Skeptics- These are the people who have trust issues from the start. They question you on many aspects of the job- labor, materials, staff, safety, security…Like the Spanish Inquisition. They may think you are hiding something, or that you are shady.

• Dreamers- These are the folks who are a little unrealistic. Their expectations may not seem to coincide with the reality you attempt to put in black and white, things like fees, time frame or design. Things can be done, they say, things that may not be feasible. This can mean, that these people may not ever be happy. Unless of course, they are dreaming!

• Experts- Did you ever have a customer who ‘knew’ more than you? It happens more often than you may think, and this could spell trouble, as they will continually try to tell you and your crew how to do your jobs. This could be harmless, and something annoying you just have to put up with, but sometimes, it could turn into a “My way, or the highway” ordeal.

• The Fighter- This is the person who wants to win. You say left, he or she says right. Nailing down details of a contract with this person can be painstaking.

A good way to prevent you from being badgered by a problem customer is to pre-qualify them. This can be done through a simple questionnaire, which can define possible qualms that could occur. Some questions can include, “List three things you expect out of a contractor,” “When are you planning to hire someone,” “What budget are you looking at,” “Have you ever
remodeled before, and if so, what,” and more. This questionnaire can be done via phone, on a worksheet in person, or even over the Internet if you have a Website.

After speaking with your potential customer, and looking over questionnaire results, if you find someone that you think you will butt heads with, you can turn them down. And, hold your ground. Do not just inflate costs thinking that the extra money will make it worthwhile- remember- they are difficult, and difficult people tend to get the most of their money’s worth, if not more. So, inflated costs seldom end up inflated. Just tactfully give one of these canned, but sincere, reasons: “This bid will be too high for your budget, we are just too busy, or we are not the right contractor for the job…”