Doing Whatever it Takes, Part Two

In the last post, I discussed a customer who wanted a two-coat job for a one-coat price. I wasn’t willing to do that, but another company was. I’m still in business. I doubt that they are.

We have all heard the adage that the customer is always right. But that’s not true, but all too often contractors act as if it is.

Certainly, we want to satisfy our customers. Sometimes this means putting up with a little BS. But we have to draw a line. We can’t let the customer use and abuse us. We can’t do whatever it takes to make the customer happy, because that might mean spending the next year at her house.

Customers are human beings, and some of them are simply looking to take advantage of us. It would be great if we could spot them before we ever took the job, but that isn’t reasonable. However, when they make their intentions clear, whether explicitly or implicitly, we need to stop them in their tracks. If we choose to do whatever it takes, it might mean putting ourselves out of business.

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