Last week there was a story about a homeowner who told a contractor where the he wanted the fence. The only problem was that the fence was 20 feet off. The contractor and the customer agreed on a settlement before it got too nasty.
It occurred to me, that this might be a good forum to discuss your opinion about the situation.
So... the question of the week is: How do you handle disputes with customers? Do you have a policy in place? What are some examples of customers behaving badly?
5 comments:
Gene:
The customer is always going to be on the winning side!!!
The key is not to allow the customer any outs.
Any time there is a dispute there are no winners. Your only option is to minimize your exposure, correct the error, learn and move on!!
- Garry
We write on every contract.
Owner will Locate Fence Line. We have them come with us and mark it.
If we do have a problem, the best way is the this contractor handled it. If you go to court, the owner is always right.
- Marlin
Hi Gene,
We as salesmen are required to meet with our customer a few days before the installation to stake the job and make any last minute
changes.
We paint corners and gate locations and drive metal or wood stakes at all corners, gate, and end posts.
If in fact their was a change the
customer must sign a change order ith the new price before the work is started.
The staking of the job gets the customer involved and he then takes full responsibility for the location of the fence. We also have a check list of customer responsibilities other than location of fence.
The customer must mark all private underground utilities, sprinkler systems, private electical lines, and pool lines...
Customers are also responsible for building permits if necessary..
I hope I have helped a little..
Thanks,
Ron
Gene,
the solution to this is pretty easy but it does require little discipline on the behalf of the crews and the salesperson.
First the salesperson has to have the customer initial the original layout of the proposed fence area.
He needs to explain to the customer that the crews will meet with him the day of installation and discuss fence corners based upon this layout.
When the crews arrive they need to confirm the original measurements, then they simply paint the ground with two short lines representing the corners of the area. When the whole is dug and the post is placed the paint will remain for up to two weeks exactly where the customer agreed to have the fencepost placed.
Again the customer initializes that they have met with the crews and they are okay with the placement.
In addition to this the contract has to read that the customer is responsible for the accurate placement of fence within the customer's property. The customer is also responsible for all costs associated with relocation in the event the fence requires relocation.
Good luck
packed
The only problem I've really ever had with customers is regarding damage done to utility lines being hit while digging. Though we contact OKIE to have utility lines marked, It is stated in our contract that "You will release XYZ, Inc. from all liability resulting from such damage."
As I'm sure all of you know, the marking of these lines are somewhat questionable. We have to allow two feet on either side of the marking - which infringes on most customer's property - and they WANT THE FENCE ON THE PROPERTY LINE!! So, we inform them before hand that even if we hand dig and something is hit, that it will be their responsibility for any liability. Therefore, we cover ourselves in writing and verbally.
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