How Do You Fix a Mistake?

John Starcher_4

....nice job, and way to keep the client happy.

Agreed on the "blue slime" issue, as well. That crap should be illegal!!!!!!!!!!!!!!!!!!!!!!!!!!!

John R. Hall

And fix the customer

I read a post on another forum about how to get tar out a carpet. An employee had accidently walked some tar on to a customer's carpet. It got me thinking about how contractors handle an honest mistake by themselves or their workers.

I am sure that the first thing to do is to correct the mistake -- sometimes at a substantial cost to the boss. I was a furniture delivery person in another life and put a small tear in a customer's custom vinyl wallpaper, and my boss had to pay dearly to replace the entire wall. But once the problem is fixed -- what then? Is it right to offer a discount on the next service call, something free, a little trinket, or nothing at all?

Just curious.

Timco

I had a 4' flouresent light crash down on a customers' counter & floor once, and explained that all I did was loosen one screw...it was waiting to happen. She was very understanding and nice about it. As it turns out, the floor was to be replaced the next week anyway, and to this day there is a huge crack in the pink counter edge tile from the 40's or so. (pink wall oven, etc...) I just bring the damage to the customer at once and the offer to make it right is usually sufficient...like fixing a screen I tore last week.

Tim

jp_2

fix with a smile

seems to me if you happily fix it, you'll get called back.

Rich Kontny_3

Don't

Try to hide it or it will come back to haunt you. Employees are great for being afraid to tell the boss,I have found that honesty is truly the best policy and customers for the most part are understanding!

There are the customers from **** but usually they are the minority.


Rich K.

LanceTherm

Mistake, top this one

I know this post is about what to do when you have had an accident or made a mistake on a job, well here is my personal nightmare.

Recently, I went on a service call for a stoppage in a water closet. After augering and Power flushing would not clear the line, I explained to the customer I would have to pull the bowl to see what was going on below in the slab.

Seeing how this was a prety white tiled bathroom, I took plenty of precautions, I dug out the drop cloths, emptied all the water out of the tank and bowl, and moved anything out of the way that might get damaged.

After I pulled the bowl and placed it on the drop cloth, I observed a collapsed lead bend and turned to get the customer to show him what needed to be done.

On the way back into the bathroom, Customer first, me in follow, I tripped on the drop cloth and sent the customer flying into the dismounted toilet bowl which in turn tipped over and shattered into a billion pieces.

Oh and by the way, The tank had no water in it but it did have plenty of that blue stuff in it and the pretty white bathroom was now BLUE and White and filled with a chipped busted toilet bowl.

Well, About three hours later, The customer and I finished cleaning up all the blue stuff, I replaced the Lead Bend at Full Price and gave him a free Top of the line toilet bowl.

Two Weeks Later, The customers Boiler started Leaking and Who do you think he called for a new one..... Yes, He called me because I owned up to my responsibility and treated him with respect and did the right thing!

P.S. Did I mention I HATE THAT BLUE #@#!$#@ STUFF!

lee_7

I replaced a sump pump for a customer a month ago. Got a call Sunday morning, pipe had come apart and flooded finished basement. She was VERY upset. Told her I would be right there. While trying to get 2" of ice off truck, She called back and talked to my wife who told her I was aready outside clearing truck. SHe told wife for me not to bother and it could wait it later. When I showed up 35 minutes later, which by the way, I live 30 minutes away in good weather, she was very grateful. Turns out, it was a joint done by others. I showed her and her husband the fittings, which clearly showed which joint I fixed and the others. Mine was primered and glued, while the other joints looked to be held together by caulk. I took responsibility for repairs to basement, as I was last to touch system. Repairs are now in the range of $5000,for drywall, carpet, furniture, curtains, paint, and trim.

I am a one man company, and my reputation is everything. I don't want one bad situation to kill my business. They are so happy that I will take care of problem, they aready have giving my name to three of their friends today and all have appointments for estimates on work in their home.

Granted, I am not a sucker, just not willing to nit pick on blame game. My Grandfather, who started our company some 65 years ago, would be greatly disappointed if I did not make right. I live my life and run my business to honor my father and grandfather who has made me the man I am.

Lee III
Proud Owner of Third Generation Family Business

Blackoakbob

I appluad

you 3lees.
On my first job a a refrigerator repairman, I went to a new home to check a refrig under warranty, as I pulled the frig out from the wall you could see the flooring was wedged back against the wall from the delivery people shoving it back into place. I called it to the homeowners attention and she understood how the damage was done, having watched me move it out on a rug that I used for such a purpose. Anyway, long story short, I repaired the trouble, she signed the warranty claim and said she was going to call the delivery company imediately. My rear did not even touch the truck seat when the boss called on the radio about the flooring that I had damaged moving the frig out from the wall. Back at the shop, he looked me in the eye and asked what happened, I explained and that was all that was necessary. He did pay for the floor, but believed me and always treated me with respect. I learned alot from him about work ethic, but most of all how to treat other people. Best regards.

Tom Hopkins

Where are you guys when I need you?

At our old house, we had an in-line humidifying unit installed as part of a furnace replacement (you know, to couteract the scorched earth effect- never going back!. The knuckle dragger installed the drain line into the bottom of the _trap_ for the kitchen sink above, creating a really nifty siphon. Needless to say, a day or so later every drop of dishwasher and kitchen sink water (not to mention the drainage from the humidifier) was on my shop floor. I called the installer who not only accepted no responsibility, but claimed that the real culprit was clogged drains which he'd happily clean out for me. For a fee, of course. I suggested he relocate the drain, add a check valve, and never darken my towels again. You can bet I tell this story every chance I get when people ask for contractor recommendations. I wish they could all be Wallies.
Patrick North

Paul Pollets

Fix it...with a smile

When we make a mistake, we fix it and move on.. I stress caution and care, but accidents will happen. Recently a mechanic purging air out of basement convectors left the union nut loose on the rad supply. The next morning the basement carpet was soaked and required 'professional treatment'. Of course we paid the bill. It's a no-brainer to admit a mistake and fix it!!!

Since insurance for contractors in the state of WA is very hard to get anymore, an expensive claim could put one out of business. We train to be careful, **** happens....

To Learn More About This Professional, Click Here to Visit Their Ad in "Find A Professional"

Tekkie

From homeowner

From my viewpoint EVERYONE makes mistakes! I learned this lesson as a young lad with a first boss. I watched him verbally abuse idiots who would try to hide their mistakes. I would fess up and he would say "let's see what we can do to fix it" and never hear of it again. I also believe that if somebody comes up to me and admits their mistake I will either help them fix it or let it go. There is not time enough in life to worry about things like this - but try to screw me and I WILL do everything legal to make things rough. I say a POX on you!! Also everyone has to eat crow in their jobs and life and I believe it circles back. Pay it forward???