I had a conversation with an electrical contractor over the weekend. He has been in this business about as many years as I have, so I was most interested in his opinions about his work, his customers and how his business was doing.

He related how his customers constantly find fault with his employees work. They blame his employees for all kinds of problems around their house or building, problems with things his electricians didn’t even work on. He related a number of other problems with customers, and then started in on his own people. Before he got too far down that path, I asked if we could back up and talk about his customers.

I asked if he had considered using a video to record the conditions in and around the work area before his people started their work. His response was, “Oh, I don’t have time for that. Besides, I would have to take a video of the entire house to protect myself. Nah, that would be a complete waste of my time.”

I asked him if he had ever used a flip video? Nope, didn’t know anything about flip videos and again, “I don’t have time for that stuff, I have a business to run.”

Why is it that some folks have tons of time to gripe and complain but they won’t take the time to prevent those problems by making minor changes in the way they do business?

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peter sutton
peter sutton
July 1, 2009 8:01 pm

Well, I think the flip video

Well, I think the flip video is a great idea and one i think I’ll try.

Paul Choate
Paul Choate
June 18, 2009 2:45 pm

I don’t think I ever had a complaint from a customer that I didn’t have at least some of the responsibility (fortunately I haven’t had a lot of complaints). I learned from the complaints and if I even suspect that a customer might complain about something I take the necessary action to prevent the problem from arising. I and my guys keep the job sites clean, do good work and keep in mind that we are in a way guests of the people and treat their property respectfully.

Mike Davis
Mike Davis
June 24, 2009 3:26 pm

Paul, you are right on. There is always some culpability in any situation. I realize that there are those who are out to “get” whomever they work with. However, the majority of clients are not this way. If there is an issue, it usually comes from not attending to the details. Some of those details include the “love” that you need to extend to your clients. If they don’t “feel the love” they will start finding fault.

Agreed, we are guests in their homes. Treat your clients and their property as such.

Would love your thoughts, please comment.x
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