06/15/2023
🔨 Going the Extra Mile for Client Satisfaction! 🔨
I was running to finish a fence construction job last week (needed only three hours) before the client stopped me to express he was uncomfortable with one bay.
Background:
- The fence was priced and contracted based on no special requirements
- Later during construction, the client requested one bay to be removable. I agreed at no additional cost
- When two days passed and the client couldn't get the hardware, he suggested that he can do it later himself anyways
- One day later, he got the hardware, so I did the installation
Back to the situation:
For two hours, I kept listening to and discussing with the client on the limitations of the hardware and other possible ways of installation. At no cost, I suggested that I can redo the installation, differently this time, under his supervision for his satisfaction.
I also suggested with thicker bolts he wouldn't expect super fine removing anyways. We tried a couple of finetuning until he gave up on any improvement. Sincerely, and to relief him, I suggested he gives it a time until he figures out the best way he would want it done, then I'll go do it for free upon his call.
My crew kept looking at me while spending the two hours with the client in discussion, wanting to say "hey man we should be done and gone today!"
But for me it was more important to listen to my client and to get him to satisfaction. Result was he requested another job!
I can count some hours I invested in this project for no pay, but to weigh this against a good reputation; this later wins. It's what we believe in.
