Is it Over Yet?
Jodi Wallace
Monarch Solid Surface Designs
I have concluded that there are three types of weeks when you own a small business.
1) “We had a good week.” Translation: templates taken were clean and there were no issues; jobs being installed were finished and closed. No tools were forgotten on a job site, and we got paid.
2) “We made it through the week.” Translation: we had a few small issues because customers couldn’t make decisions on template details (usually with islands); the installs took longer than expected (generally because of out-of-level existing cabinetry); we needed to go back to the shop for something stupid and small (like finishing silicone, because no one checked to make sure they had enough before they left the shop); we have to schedule a go-back because, “Oh, was I supposed to have the faucet when you installed the tops?” And we forgot a tool, or we didn’t get paid because the homeowner left the jobsite and never returned.
3) “I’m hiding under my desk, don’t look for me!” Translation: job/s had problems and we can’t template, or have returned and still cannot template because something is still out of level or is missing pieces; customers call up to inform you that, “By the way, we have made some changes” (added panels, removed panels, changed island dimensions), and they just “wanted you to know;” they don’t understand why you have to come back and re-do templates but expect you to still install on the original date. A “hiding under the desk week” also means the crew has left tools behind, somewhere, and I am still chasing payments because, “It’s in the mail” has been repeated multiple times.
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Make sure your clients have read and understand your contract BEFORE they sign it! |
It’s a pretty fine line between how fast a “good week” can convert into a “hiding under my desk” week. No matter how many times I review requirements with customers, which includes what needs to be ready for us prior to templates being taken, as well as what needs to be ready for a smooth installation, both verbally and written, (we have a comprehensive, three-page Customer Information Sheet they must sign), we still run into the same issues. This week’s escapades included several interesting episodes.
One customer whose kitchen countertops we are working on called to let me know how much they appreciated that my guy took templates for the island even though they didn’t have the back panel in place and how nice of him that he said he could “make it work” (please note our company policy is we absolutely do not template unless all side, back and trim panels are in place: lessons learned the hard way from having to replace tops).
Since my templater had been so accommodating, she wanted him to know they had just decided to add custom, decorative side panels. She really liked him and didn’t want him to be surprised when he came back to install and things looked different!! I reminded myself to use my “indoor” (calm and quiet) voice and explained (several times) why he shouldn’t have taken the template in the first place (his error that WILL be handled!), and why we would have to come back out to adjust / correct the template since the additional panels would now render the previously taken template void, as the top would no longer fit correctly. Since she had signed our Customer Information Form confirming everything would be installed and ready prior to templates, sorry, there would also be a return charge.
After several attempts the lightbulb finally came on for her and she acknowledged her understanding. I will cut her a bit of slack since she has a 4-week-old infant and is sleep deprived! As we wrapped up the conversation, she said, “OK, we will see you on the 29th,” which was our original target date for the install, as they needed to be moved in the new home by the end of the month. I nicely explained that although I understood her situation there could be no commitments until the template modification was completed and the template back at the shop.
She pressed the issue but I stood my ground. I reminded her that she had signed our Customer Information Sheet, which was very explicit.
We all tend to forget that when we sign something, our signature is binding whether we actually read it or not!
Then there was a simple, 48 inch, no-splash laundry room top to template. It was a quick in, quick out install. The following morning after we took the template, the general contractor called to let me know the customer had changed her mind and he was adding TWO additional cabinets as well as changing the depth of the countertop, and everything would be completed by the time we were ready to install. I thought I was going to bite my tongue off trying to remain calm! He and I have worked together enough that he knows how this works!
I informed him no, that wouldn’t work for us, and we would need to make a new template because everything had now completely changed. Please note originally this was just a “simple small top,” so I had removed my “additional charge for return trip” phrase, because seriously, what could possibly change on something as small as this? Lesson learned — ALL contracts, no matter how small will always contain that phrase!
Although it is only Wednesday, I feel like I have already lived through an entire week! I remind myself that having a business is a bit like having a child – you have to celebrate the wins when things go well, and try not to pull your hair out when they don’t!
Jodi Wallace is the owner of Monarch Solid Surface Design in San Jose, California.