The best complaint i had was when i finished a job, a week later the customer phones me to say the mains water was to cold , so i told her i would phone seven trent and ask them to turn up the thermostat, next day i phoned her to ask if the water was ok she replies great
“They probably haven’t even heard that much swearing. They’re here, they’re in my house. There using my toilet”!! “Worst case scenario, THEY’VE HAD A NERVOUS BREAKDOWN “!!! You two are priceless, and in fact philosophers.
Was on a job a couple of years ago; client had had everything painted brilliant white but then complained about fingermarks around doors and light switches. Decorator asked "Have you ever considered washing your hands?" Priceless!
If I'm on Jobs for weeks, at the end of each week I give my clients a "Comments Form" for all issue that bother them. Starting Monday I read and address these issues and save it in the folder for any future reference. This works really well as the client has two days to think of any issues that's caused them problems during the week.
So true: it's all about emotions and base feelings. Like Robin says, after 6 weeks or so, you go from 'heroes' who are making wonderful improvements, to unwanted strangers invading people's personal space. Great to hear your insights on human nature, lads. Keep the great content coming.
Ive had a situation when making noise at my home, middle of the day. The neighbour came around an threatened to phone the police, so I invited in and the use of our phone ,went away in tears. Great videos lads.
Had a client who questioned everything I was doing , got too the point I had to use a phrase passed on by the chap who trained me “ Only fools and small children should see things half finished , which category do you want to be in “ He looked at me and said “ I’ll opt for small child “ left me alone for the rest of the job subsequently has become a good friend and a long term client.
Thanks guys, skill builder and robins channel have become my favourite channels. All great advice, love Rogers method of dealing with complaints- that’s a life time of experience passed on for free, keep em coming
This format with you chaps is working well. I'm not usually a podcast person, but this is better than the crap on the tv and it's also helpful to hear of your experiences.
A neighbour on one of my jobs kept on asking me what I doing, how long the job would take ect. Eventually it turned to moaning. Then the best thing happened. The home owner I was working for went out and gave the neighbour a right bollocking, told him to stop wasting my time and sent him on way. It was absolutely class. Never had another issue with the job, paid on time a bit of a tip, brilliant relationship. I'd love to know if them two are speaking yet haha
Totally ,agree with you Roger. I've found when dealing with the public for the past twenty years, I never,never interrupt them when they go off on an rant. I will stand and absorb the anger and the abuse and nod in agreement if I believe it is necessary, it is very difficult for a person to sustain a grievance or anger when the other party is not being confrontational. I have had people become quite emotional and expressed an apology. When you start to re-direct the conversation about their health or family. it generally then emerges that they are experiencing a distressing event or situation that is stressing them.
Really enjoy everything Roger and his friends do on these vids. I’ve even convinced myself I can fix every problem in my house - thankfully my wife knows better and won’t let me. Keep up the great work guys.
Working on a full house refurb in ferriby ,hull. Within 30 mins of been parked outside the job(Legally) the residents association and parish council had called the office to complain. Mid class retired are the worst.
I sense that many have a sense of superiority. Have you seen The Frost report skit.. Cleese, Barker and Corbett. Apotheosis of this power entitlement relationship. I am a scruff bag, speak occasionally using colloquialisms and lapses into the vernacular. In other words, I'm a tramp who uses mucky language. Instead of listening to moronic music radio stations and sitting down to eat my butties while reading The Sun, I download Sam Harris podcasts and audiobooks to listen to whilst working (I'm on the Selfish Gene by Richard Dawkins at the moment) Get the sense that customers don't really know how to take me. That's just how I like it. Keep the buggers guessing. czcams.com/video/9tXBC-71aZs/video.html
What does MCC stand for? Middle class cunts. That my missus and me’ s shorthand for half the people in Lewes ( and Waitrose) They don’t mind pushing in or making you wait but woe betide anyone who does it to them
You guys are so right to bring this to the for, I now have a pre contract meeting with the clients to discuss possible problems with neighbours re parking etc & ask who owns what & even who are likely to complain. it makes your own customers understand the complexities of how you have to deal with the surrounding houses & owners etc also logistics of the job IE: we don't beam in materials or remove them from site the same way, this helps the customer be a bit more proactive with telling the neighbours what you are doing & how long it will take. some people think that builders get up in the morning & think "who am I going to annoy today!" we just want to go to work & do a good job just like anyone else. Even a parking attendant does not get up & think, cant wait to have a ranting frothing driver shout at me today for doing what I am paid for! great podcast lads, great to see you care about your work & customer relations, keep em coming.
Ive been on Robin's page this week but then i stumbled onto this one. I only wanted a small video to watch whilst I had my coffee; I ended up having about 3 cups. Great video 👍 Good content and a some laugh out loud moments. I'm 25 and a Carpenter, so ive got plenty of time left to encounter some of the scenarios or kinds of people mentioned in here. Thanks for sharing. I'll be sure to check some other videos out.
Great podcasts, these give me so much more confidence going to work knowing the likes of you guys deal with these kind of people and problems on a daily basis. Great advice on daily working life
I fitted 6 Oak veneer doors for a customer and he almost made me quit my job, he's frames were so bad it took me 1 full day to hang 2 doors and I messed my 1st door up costing me 100 pound, the other 4 doors I had to do over a few days because of other jobs I had to fit in as I work for a shop, I came home after it with my money and said to my wife iv had enough of working and I had a week off work, after that week off I felt good again and love my job but I honestly felt like giving up he was picking at everything I did, you can't make everyone happy was the lesson learned
Great stuff guys ! very refreshing to hear a couple of down to earth craftsman talking about everyday work situations..............lucky me, I work in a shed all on my own so only have myself to complain to myself lol !
Great podcast fellas.. I've been in the game for over 30 years myself here and in Australia and I can say overall I've had very few problems with complaining.. You have to suss out the relationship between you and the customer and in general if you are honest and do good work there is rarely a problem.. But, sometimes you meet a total nightmare and as you know it takes patience and communication skills. Thanks for sharing your experience, cheers.
Im loving these chats. I’m always up for fixing things, diy ,mechanics one off projects self taught welding plumbing and bricklaying etc etc. We used some excellent builders for our two extensions, and treated them right. ( you’ll be glad to hear.) So I understand both sides of the situation I love your deep understanding of the human condition, you two are far more emotionally and intellectually advanced than your awkward clients. There was plenty of laugh out loud bits in this one. Excellent.
I think if Roger thinks someone is a Bastard then they must be a right old horrible Bastard, he seems quite a tolerant chap. My favourite channel on YT, keep up the good work.
These podcasts / videos have come at a great time for me, I’m just in the middle of becoming self employed... so excited but nervous too. Thanks guys your words of wisdom are very helpful and encouraging. Keep up the great work!! 👍
I fitted a white gloss kitchen last year and the doors and panels came with a blue protective film on them. When the client came home she went spanner and i got the warrior email and text messages about the fact i had ordered and started fitting the wrong kitchen. I sent her a message back saying that we would deal with the issues the following morning. Low and behold guess who pulled off the film the next day.;-) Great work guys keep it up.
What I have learnt in customer services for a multinational company is that you can't control what a client thinks/says/does, but you can control your output which can REFLECT on the client once they have heard your explanation/side. If it is calm and collected, although unmovable in compliance with policy (or an agreement that you have both come to terms with) they have nowhere to turn to but ACCEPTANCE if/when they become unreasonable.
Great podcast guys and we'll worthy topic!. Also good idea with keeping written record. Always believe that you can prevent so much with roughing out those key expectations like you said, also I find that I try to keep a daily written log for myself and will usually do a weekly progress report. Communication is key! And don't ever just leave that one thing that is niggling you from your work. If you know you have made the mistake don't hide it or try to brush over get it sorted there and then and tell the customer if they need to know. Sleepiness nights are no good for you and will affect your mood and motivation.
Love all your videos but first time listening to a podcast. So far guys, you always appear to be the most perfect gents and meticulous and amazingly skilled at every turn. I was beginning to think that I must be the most intolerant failure on the planet. But thankfully, hearing your comments makes me realise that you are just normal blokes making the odd error, or chimp moment just like the rest of us, yet doing your best at all times. It almost makes me feel marginally less of a failure once more! Well done .... looking forward to hearing a few more pearly words from you both. Love the Ferrari story Robin - nice one. Cheers - Marcus
Great Podcast, I'm 22 and now self employed my first job was a small extension for a lawyer , She would hang you sue you and put you to jail in a heartbeat but would start crying if you were pressuring her to pick a wall panel for her bathroom fs so I agree with the points well done.
What a great show, the Ferrari one was brilliant, wish I knew rich people and was able to do that! I've got some tales but I need to get back to work, speaking of which, keep up the great work.
Really enjoyed this one guys. Great advice. I refurb bathrooms for a living and ive got dealing with clients down to a T! I have learnt to tread especially careful around the wife! When a client asks me will there be dust, i will tell them yes, loads, and that it will get into every room of the house. Because it does, doesn't it? They ask will works be noisy, i tell them yes, very noisy. Becasue it is, isn't it? And the big one! How long will work take? I always tell them longer than what i know it will. You tell them 2 weeks, and it goes into 3, their on my case. And i was taught years ago, do not give them any ammo.
Well lads great blog . We were doing a job a few years ago in a well of area of south Dublin . We had the neighbor from hell every day she was across giving out , complaining about everything . Put up with it for a long time and bit my tongue . Had a brickey in to rebuild the chimney's , neighbor was over giving out ,had the tea ,went back to work ,went out side to see how the brickey was getting on , there he was working away on the very top of the chimney all he had on was his work boots nothing else 😂 she never came near us again 😂😂🇮🇪☘️
The other on I learnt early on is to ask people if they have ever had major building works done before? If they say no, I'm honest with them and explain about the dust and mess a bit like Robin says. It doesn't stop complaints dead, but it does help.
Really interesting hearing your past experiences, and educated yourselves in dealing with them. I've always took the customers opinions with a pinch of salt when they slag off fellow trades people as there's 2 sides to every story. I've always believed few members from the general public couldn't distinguish (apart from attitude) between a good and bad job.
I also realised over the years that word of mouth customers tend to go more smooth than customers that are recommended via social media not first hand recommendations, Ultimately everything is in my terms and conditions and the joist app I use tells me that they have read it , I put at the end (customer to supply tea and hobnobs) if I get hobnobs and tea then I know they have respect and humor which I carry
It's all about communication. You may have been doing this job for years but it's the clients first time and assume they know nothing. Communicating information is invaluable for understanding.
I once received an email complaint from the wife of a customer because I'd refused to lend her husband my £600 Hilti drill because his £12.99 Aldi one was broken ........
This is more about managing difficult customers than genuine complaints where customers may have a point, may be good to focus on when you have had to fix problems.
I once walked from a job after being accused of blocking the customers loo and leaving a stink. I hadnt even entered the house! And was still outside unloading tools from the van. Grovelling apologies sent via email as it was aparently the husand, a small 2 day job day job so respectfully declined to work for them.
"examining the evidence" So, what you're saying is that Paul F should have insisted on a stool sample? A detailed, forensic examination in order to irrefutably establish the individual who crimped it off. No-one expects the bottom inspectors!
@Q 400. I'm reaching a "certain" age. Dreading it. My older bro went to have the old prostate examination. The snap on of the latex glove, leaning forward and gritting his teeth. The Dr. said, "now Mr Loafer (senior) it's not unusual for a man to get an erection during this procedure, so don't be embarrassed" My bro said to the doctor after pulling up his pants, "Strange, I didn't get an erection" The doctor said, "no, but I did!"
I was a labourer for a roofing contractor, in the 80s who had the royal palaces contract. We did work on all the London palaces. Great first job. Met in a cafe a 9 o’clock, bacon sandwich. Get to the job for about 10 o’clock. 2 hours work then back in the cafe, back for a couple of hours then push off home at 4 o’clock We were repairing parts of the slate roofs on Clarence House. I had done my usual stint of getting a few dozen slates up for old Harry, then I had sloped off to the other side of the roof for a bit of sunbathing. I found a nice comfy bit of roof next to a chimney, and spread out a dust sheet. I laid there soaking up the rays. Suddenly a skylight opened and a footman popped his head up through it. ‘’ Could you turn your radio down young man, the Queen Mother can hear it in her drawing room!’’
I'm thankful that with myself complaints is not something I have had to deal with much in the last 8 years I have been self employed, but my previous employer used to use me specifically to deal with their complaints, I thrive on them, like Roger said my chimp sits aside , As robin said it's all about talking through all the expectations to the customer so nothing catches them by surprise, a bit like when you tell a 5 years old it's bed time 15 minutes beforehand. I look forward to having a chat to Robin
I used to live in UK and gotta admin after watching these conversations which are so honest and clear, I realised I miss British people. I mean, how easy going you guys are and pleasant to talk and you just say what you think...I used to be a tiler in UK and compared with people here in my native country, you guys are a breeze, so you should know you're lucky, you have it easy:) hopefully you got my point, Thanks
I'm a heating engineer and I once had a bit of a whinge to an older plumber about a customer not realising how much work I'd done to their heating system, it was a Wednesday and I| had been carcassing all week, so the work was under the floor. He advised me to fit a few radiators the next day, I said I'm not ready to fit rads, he said just fit them buddy. So I did, the customer came home and immediately congratulated me on how much work I'd done that day..... haha. From then on I always fitted a few rads on a Wednesday!
I used to fit the rads as the first job and then pipe back to the boiler. I used to pressure test the pipes at the entrance to the rooms so could put back all the floorboards and have the rooms completed and back in action. The boiler went in last.
Last comment of the evening. But excellent recommendation re: the chimp paradox. Might explain my rant about the waste carrier's license yesterday . Awesome. This podcast uis awesome :o
Perhaps you guys could do a follow-up session with tips on what a customer can/could/should do for their tradesmen, things like bringing out cups of tea during the day, clearing the area where the work is taking place, being prepared for when the tradesmen arrive etc. If a customer looks after their tradie, the tradie will be more likely to look after them. I’m sure there’s others like me who have somewhat of an awareness of some of the $#%+ tradies have to deal with - and genuinely want to help where possible!
Yeah, I struggle even after studying and practicing psychotherapy for 5 years, it sort of helps evaluating customers and helps me seeing at what point to end work for them and never come back and see through social mask bs and know that a customer is happy or not happy. But without this knowledge at all it's a nightmare, there's a lot of builders I know who struggle much more than I do because they can't so to say do an assessment of a customer's character. Sometimes you can adjust, but sometimes it's easier and more profitable to just leave and find something else.
Thanks for bringing back all those lovely memories of clients, moaning,i think for me the worst thing was going around the house discussing rad positions, long before you even start,
I was working on a refurb the owner told me the neighbor would complain about the noise, sure enough she asked me to turn the radio down, I was listening to Test mach special, she then asked if i could drill a bit quieter,and not use the hammer so much, this went on for a few days. On the following Monday she asked if i could help start her car, " sorry it may make to much noise" i replied. never heard another word
Great video. Being autistic I have trouble with noise. If a worker has a radio on even up the road I can hear the dull thud of it in the right wind direction. We're not all cut out for noise and it can really make me feel quite ill at times which is something some people will never understand and find funny. Thank you Roger for not just assuming that customers might be alright with listening to a workers radio all day. I wouldn't ever ask someone to turn their radio off because I realise that they might want some company in form of the radio but it would be nice if there was more awareness on this.
what did he do for a job " Robin: pissed people off " love it.. would love to have you guys working on my home real Pro's that care about your work and the job.. and a cracking sense of humour.
Before I saw the light and became a Plumber I spent some time in the hospitality industry bar man Restaurant manager Resort Manager and I became a specialist in dealing with chronic complainers. Rule 1 listen to them and answer I " I fully understand and I agree." ( even if they are they being a complete arse) this gives them a pause because they are ready and fixed to have an argument. 90 percent of the time people will go fully into an argument and not expect to win it so let them end the argument right then and there. STAY CALM. Let them continue to rant just say yes or nod. Don't argue even if they are wrong! By now they are calmer so say " I will but it right " It might be a few steps back for you but the customer will believe he has won and the future relationship will work and the customer will use again and recommend you.
Theres a number of points in this: The Ferrari, my accountant once advised be careful what you drive. You dont want them thinking theyre paying you too much. The educated people, PHd etc. No theyre not bright and dont have much empathy. Best I heard for them was they can work out the cubic volume of a jar of pickles, but cant get the lid off! Anyone accepting a discount to settle a complaint, always get them to sign the discount/payment is in full and final discharge of their claim.
Me and my work colleague use to have the radio on and sometimes (try) and sing along with a specific song. One customer told us we should shut up as we were upsetting her cat. We didn't know if she was complaining or insulting us. There's some right stuck up snooty bastards out there.👍 piece and love too every tradesman out there.
I hate writing comments and rarely do but guys I watch all your videos as I'm doing a bit of home renovation myself, your videos are priceless, they really are, the story about Ferrari is class, I am a software developer by trade but did metal work and woodwork in school, I don't know about in the UK but here in Ireland they used too put what we're classed as "thick people" into these subjects and the rest into that were considered smart people, did maths, business and hard sciences. So it's those people here anyways that have the perception of builder's being of a lower class of person also. These people anoy the hell out of me as they are same people in my industry that think they are much smarter than other people when they would struggle to drive a nail into a stud. Everyone should do practical subjects in school is my opinion, they are life skills. You should do master classes on some platform to get a bit back for the knowledge you are giving out for free. I would certainly by one. Keep it up lads.
Definitely I think the most important thing is that gut feeling.. regards neighbours, they are 9/10 times just jealous.. thanks for doing this video, Great stories, great tips!! (Yes I said tips)...;)
Hi Guys, this is really good and informative. But as you say, Roger, at 30.43 it's mainly the tradesmen's viewpoint, understandably. What do I say to my tradesman who has just added 10% for a quoted work, now that I am making the final payment- having paid two thirds? Any advice?
Completed a laminate flooring in a hall. Customer bought integrated laminate with underlay. 20mm rise in sub floor vs lowest point but was told by my boss to "do whatever" to get the floor down. The floor went down but I had to abandon job as it was done on mate's rated. 100 quid when it should have been 300. Customer complained I chipped 13 boards and had to replace almost entire flooring. Though to take when you tried your best
I've had customers complaining within the first couple of hours about noise , smells , Vans on the drive . So much so I've stopped domestic work and stay in my workshop
i have similar problems, i do domestic carpentry & i have customers who talk all day about there life & there problems i also have to move all there stuff before i start work, when i work in there kitchen they start cooking. i enjoy my work but hate it when there home all day and then they say how long will it take. just shut up or go out and let me get on with my work! i would love to have a workshop just me a radio & a kettle.
I had a complaint about how long the building work took. The customer was told the work would take 4 months but she complained that it took 16 weeks.. She wouldn't accept that 4 months could actually be more weeks than 16 at certain times of the year.
I’ve never had many problems with customers because I tend to only work for people that I like. This is generally decided within the first 5 minutes of meeting them on viewing the work. I understand that there isn’t a choice for people always as they may need the work and have to take what comes. A plumber I was speaking to recently had a very unreasonable customer not wanting to pay the amount quoted even thou all work was completed as planned. Two weeks later he got a call from them to say there outside drain was blocked. Turns out there drain had been filled it to the brim with concrete.
Have had complete renovation of bathroom with walk in shower, the installers used Abacus materials to tank room and use tray and linear drain, why does the water pool quickly then most of water runs away from drain, installers can’t see problem.
The best complaint i had was when i finished a job, a week later the customer phones me to say the mains water was to cold , so i told her i would phone seven trent and ask them to turn up the thermostat, next day i phoned her to ask if the water was ok she replies great
Brilliant, I will remember that
BWAHAHAHAHAHHA noted.
I LOVE THIS HAHAHA
Brilliant
Lol
You guys are doing your part in educating and improving the trades. Thanks.
“They probably haven’t even heard that much swearing. They’re here, they’re in my house. There using my toilet”!!
“Worst case scenario, THEY’VE HAD A NERVOUS BREAKDOWN “!!!
You two are priceless, and in fact philosophers.
Was on a job a couple of years ago; client had had everything painted brilliant white but then complained about fingermarks around doors and light switches. Decorator asked "Have you ever considered washing your hands?"
Priceless!
If I'm on Jobs for weeks, at the end of each week I give my clients a "Comments Form" for all issue that bother them. Starting Monday I read and address these issues and save it in the folder for any future reference. This works really well as the client has two days to think of any issues that's caused them problems during the week.
Brilliant Tip Richard Baker
Then file it under B
Fantastic tip
So true: it's all about emotions and base feelings. Like Robin says, after 6 weeks or so, you go from 'heroes' who are making wonderful improvements, to unwanted strangers invading people's personal space. Great to hear your insights on human nature, lads. Keep the great content coming.
You two are a breath of fresh air. It's clear you enjoy working together. I look forward to watching your rambles and you project videos.
Ive had a situation when making noise at my home, middle of the day. The neighbour came around an threatened to phone the police, so I invited in and the use of our phone ,went away in tears. Great videos lads.
Had a client who questioned everything I was doing , got too the point I had to use a phrase passed on by the chap who trained me “ Only fools and small children should see things half finished , which category do you want to be in “ He looked at me and said “ I’ll opt for small child “ left me alone for the rest of the job subsequently has become a good friend and a long term client.
Thanks guys, skill builder and robins channel have become my favourite channels. All great advice, love Rogers method of dealing with complaints- that’s a life time of experience passed on for free, keep em coming
This format with you chaps is working well. I'm not usually a podcast person, but this is better than the crap on the tv and it's also helpful to hear of your experiences.
A neighbour on one of my jobs kept on asking me what I doing, how long the job would take ect. Eventually it turned to moaning. Then the best thing happened. The home owner I was working for went out and gave the neighbour a right bollocking, told him to stop wasting my time and sent him on way. It was absolutely class. Never had another issue with the job, paid on time a bit of a tip, brilliant relationship. I'd love to know if them two are speaking yet haha
Totally ,agree with you Roger. I've found when dealing with the public for the past twenty years, I never,never interrupt them when they go off on an rant. I will stand and absorb the anger and the abuse and nod in agreement if I believe it is necessary, it is very difficult for a person to sustain a grievance or anger when the other party is not being confrontational. I have had people become quite emotional and expressed an apology. When you start to re-direct the conversation about their health or family. it generally then emerges that they are experiencing a distressing event or situation that is stressing them.
Really enjoy everything Roger and his friends do on these vids. I’ve even convinced myself I can fix every problem in my house - thankfully my wife knows better and won’t let me. Keep up the great work guys.
Working on a full house refurb in ferriby ,hull. Within 30 mins of been parked outside the job(Legally) the residents association and parish council had called the office to complain. Mid class retired are the worst.
You have to feel sorry for the feeble minded busy bodies.
I sense that many have a sense of superiority. Have you seen The Frost report skit.. Cleese, Barker and Corbett. Apotheosis of this power entitlement relationship. I am a scruff bag, speak occasionally using colloquialisms and lapses into the vernacular. In other words, I'm a tramp who uses mucky language. Instead of listening to moronic music radio stations and sitting down to eat my butties while reading The Sun, I download Sam Harris podcasts and audiobooks to listen to whilst working (I'm on the Selfish Gene by Richard Dawkins at the moment) Get the sense that customers don't really know how to take me. That's just how I like it. Keep the buggers guessing.
czcams.com/video/9tXBC-71aZs/video.html
Mid class retired are definateley the worst and i think 3 of them watch this podcast!
What does MCC stand for?
Middle class cunts.
That my missus and me’ s shorthand for half the people in Lewes ( and Waitrose)
They don’t mind pushing in
or making you wait but woe betide anyone who does it to them
You guys are so right to bring this to the for, I now have a pre contract meeting with the clients to discuss possible problems with neighbours re parking etc & ask who owns what & even who are likely to complain. it makes your own customers understand the complexities of how you have to deal with the surrounding houses & owners etc also logistics of the job IE: we don't beam in materials or remove them from site the same way, this helps the customer be a bit more proactive with telling the neighbours what you are doing & how long it will take.
some people think that builders get up in the morning & think "who am I going to annoy today!" we just want to go to work & do a good job just like anyone else. Even a parking attendant does not get up & think, cant wait to have a ranting frothing driver shout at me today for doing what I am paid for!
great podcast lads, great to see you care about your work & customer relations, keep em coming.
Ive been on Robin's page this week but then i stumbled onto this one.
I only wanted a small video to watch whilst I had my coffee; I ended up having about 3 cups.
Great video 👍 Good content and a some laugh out loud moments.
I'm 25 and a Carpenter, so ive got plenty of time left to encounter some of the scenarios or kinds of people mentioned in here.
Thanks for sharing. I'll be sure to check some other videos out.
Great channel guys, love hearing the podcasts as well as the regular videos.
These podcasts are so useful, relatable and entertaining. And I'm not even in the trade.
Great podcasts, these give me so much more confidence going to work knowing the likes of you guys deal with these kind of people and problems on a daily basis. Great advice on daily working life
I fitted 6 Oak veneer doors for a customer and he almost made me quit my job, he's frames were so bad it took me 1 full day to hang 2 doors and I messed my 1st door up costing me 100 pound, the other 4 doors I had to do over a few days because of other jobs I had to fit in as I work for a shop, I came home after it with my money and said to my wife iv had enough of working and I had a week off work, after that week off I felt good again and love my job but I honestly felt like giving up he was picking at everything I did, you can't make everyone happy was the lesson learned
Great stuff guys ! very refreshing to hear a couple of down to earth craftsman talking about everyday work situations..............lucky me, I work in a shed all on my own so only have myself to complain to myself lol !
Some brilliant ideas and points of wisdom. Great to hear how certain problems can be avoided particularly when unexpected.
I changed a toilet seat 4 times in one day i put back the first one i put in and they loved it
These are the highlights of my day as an apprentice chippy I could listen to robin all day
Nice one Leon!!
Great podcast fellas.. I've been in the game for over 30 years myself here and in Australia and I can say overall I've had very few problems with complaining.. You have to suss out the relationship between you and the customer and in general if you are honest and do good work there is rarely a problem.. But, sometimes you meet a total nightmare and as you know it takes patience and communication skills. Thanks for sharing your experience, cheers.
Love watching you two, both great guys with bags of experience
Im loving these chats. I’m always up for fixing things, diy ,mechanics one off projects self taught welding plumbing and bricklaying etc etc. We used some excellent builders for our two extensions, and treated them right. ( you’ll be glad to hear.) So I understand both sides of the situation I love your deep understanding of the human condition, you two are far more emotionally and intellectually advanced than your awkward clients. There was plenty of laugh out loud bits in this one. Excellent.
Don't normally subscribe, this is the fifth one on watched, appreciated much, these are a big help......... Claire and down-to-earth, thank you!
Can you imagine "not happy with all the swearing from your crew". "I'll have a f###ing word luv" .
Love hearing these stories.
Possibly one of the best vids on youtube for the small domestic building community.
I think if Roger thinks someone is a Bastard then they must be a right old horrible Bastard, he seems quite a tolerant chap. My favourite channel on YT, keep up the good work.
Another great video. KEEP. THEM. COMING!
Really great job on these podcasts, keep them coming
I could whatch you guys all day you are both genuine guys
These podcasts / videos have come at a great time for me, I’m just in the middle of becoming self employed... so excited but nervous too. Thanks guys your words of wisdom are very helpful and encouraging. Keep up the great work!! 👍
Go for it Bro! You won't regret it.
Love the podcast can’t stop watching great stories really helpful
I could listen to this all day.
I fitted a white gloss kitchen last year and the doors and panels came with a blue protective film on them.
When the client came home she went spanner and i got the warrior email and text messages about the fact i had ordered and started fitting the wrong kitchen.
I sent her a message back saying that we would deal with the issues the following morning.
Low and behold guess who pulled off the film the next day.;-)
Great work guys keep it up.
Another great episode, love it. Please keep going 🙂
Great job lads.
True tradesmens conversation!.
Great stuff, keep these coming!
you guys are using your machetes of wisdom to cut through the perceived jungle out there!
thanks for the clarity and a less stressful quality of life
What I have learnt in customer services for a multinational company is that you can't control what a client thinks/says/does, but you can control your output which can REFLECT on the client once they have heard your explanation/side.
If it is calm and collected, although unmovable in compliance with policy (or an agreement that you have both come to terms with) they have nowhere to turn to but ACCEPTANCE if/when they become unreasonable.
Great podcast guys and we'll worthy topic!. Also good idea with keeping written record. Always believe that you can prevent so much with roughing out those key expectations like you said, also I find that I try to keep a daily written log for myself and will usually do a weekly progress report. Communication is key! And don't ever just leave that one thing that is niggling you from your work. If you know you have made the mistake don't hide it or try to brush over get it sorted there and then and tell the customer if they need to know. Sleepiness nights are no good for you and will affect your mood and motivation.
It's guys like you that keep guys like us going!
In me own words:
Your f***in awsome mate!
Love all your videos but first time listening to a podcast. So far guys, you always appear to be the most perfect gents and meticulous and amazingly skilled at every turn. I was beginning to think that I must be the most intolerant failure on the planet. But thankfully, hearing your comments makes me realise that you are just normal blokes making the odd error, or chimp moment just like the rest of us, yet doing your best at all times. It almost makes me feel marginally less of a failure once more! Well done .... looking forward to hearing a few more pearly words from you both. Love the Ferrari story Robin - nice one. Cheers - Marcus
Another good podcast again really enjoying them thanks
Great Podcast, I'm 22 and now self employed my first job was a small extension for a lawyer , She would hang you sue you and put you to jail in a heartbeat but would start crying if you were pressuring her to pick a wall panel for her bathroom fs so I agree with the points well done.
What a great show, the Ferrari one was brilliant, wish I knew rich people and was able to do that! I've got some tales but I need to get back to work, speaking of which, keep up the great work.
Really enjoyed this one guys. Great advice. I refurb bathrooms for a living and ive got dealing with clients down to a T! I have learnt to tread especially careful around the wife! When a client asks me will there be dust, i will tell them yes, loads, and that it will get into every room of the house. Because it does, doesn't it? They ask will works be noisy, i tell them yes, very noisy. Becasue it is, isn't it? And the big one! How long will work take? I always tell them longer than what i know it will. You tell them 2 weeks, and it goes into 3, their on my case. And i was taught years ago, do not give them any ammo.
Brilliant guys,more please 😁👍👏👏👏
Absolutely quality lads keep these pod cast come 👌
Great podcast down to earth and its a laugh a minute. keep up the good work.
value added touch. well done. onward n upwards. Have a great day.
I love you guys, laughing my head off listening to you both.
Brilliant fellas!👍👍👍👍👍👍👍👍
Great stuff thanks Gents
Well lads great blog . We were doing a job a few years ago in a well of area of south Dublin . We had the neighbor from hell every day she was across giving out , complaining about everything . Put up with it for a long time and bit my tongue . Had a brickey in to rebuild the chimney's , neighbor was over giving out ,had the tea ,went back to work ,went out side to see how the brickey was getting on , there he was working away on the very top of the chimney all he had on was his work boots nothing else 😂 she never came near us again 😂😂🇮🇪☘️
brilliant as always .
The other on I learnt early on is to ask people if they have ever had major building works done before? If they say no, I'm honest with them and explain about the dust and mess a bit like Robin says. It doesn't stop complaints dead, but it does help.
Brilliant stuff guys
"The customer is not always right, but the customer is always the customer."
Craig Chambers director of Enhanced Spaces
Bend over backwards but not frontways
Really interesting hearing your past experiences, and educated yourselves in dealing with them. I've always took the customers opinions with a pinch of salt when they slag off fellow trades people as there's 2 sides to every story. I've always believed few members from the general public couldn't distinguish (apart from attitude) between a good and bad job.
I also realised over the years that word of mouth customers tend to go more smooth than customers that are recommended via social media not first hand recommendations,
Ultimately everything is in my terms and conditions and the joist app I use tells me that they have read it , I put at the end (customer to supply tea and hobnobs) if I get hobnobs and tea then I know they have respect and humor which I carry
Great discussion!
It's all about communication. You may have been doing this job for years but it's the clients first time and assume they know nothing. Communicating information is invaluable for understanding.
I once received an email complaint from the wife of a customer because I'd refused to lend her husband my £600 Hilti drill because his £12.99 Aldi one was broken ........
This is more about managing difficult customers than genuine complaints where customers may have a point, may be good to focus on when you have had to fix problems.
Taking the time to explain things to people always reduces argument and confusion
Priceless.
I once walked from a job after being accused of blocking the customers loo and leaving a stink. I hadnt even entered the house! And was still outside unloading tools from the van.
Grovelling apologies sent via email as it was aparently the husand, a small 2 day job day job so respectfully declined to work for them.
Best thing ever, walk away. How can anyone jump to conclusion without examining the evidence?
"examining the evidence" So, what you're saying is that Paul F should have insisted on a stool sample? A detailed, forensic examination in order to irrefutably establish the individual who crimped it off. No-one expects the bottom inspectors!
@@loafersheffield Exactly let us lay it before the court. A man deserves a fair trial.
@Q 400. I'm reaching a "certain" age. Dreading it. My older bro went to have the old prostate examination. The snap on of the latex glove, leaning forward and gritting his teeth. The Dr. said, "now Mr Loafer (senior) it's not unusual for a man to get an erection during this procedure, so don't be embarrassed"
My bro said to the doctor after pulling up his pants, "Strange, I didn't get an erection"
The doctor said, "no, but I did!"
I was a labourer for a roofing contractor, in the 80s who had the royal palaces contract.
We did work on all the London palaces.
Great first job. Met in a cafe a 9 o’clock, bacon sandwich. Get to the job for about 10 o’clock. 2 hours work then back in the cafe,
back for a couple of hours then push off home at 4 o’clock
We were repairing parts of the slate roofs on Clarence House.
I had done my usual stint of getting a few dozen slates up for old Harry, then I had sloped off to the other side of the roof for a bit of sunbathing.
I found a nice comfy bit of roof next to a chimney, and spread out a dust sheet. I laid there soaking up the rays.
Suddenly a skylight opened and a footman popped his head up through it. ‘’ Could you turn your radio down young man, the Queen Mother can hear it in her drawing room!’’
I'm thankful that with myself complaints is not something I have had to deal with much in the last 8 years I have been self employed, but my previous employer used to use me specifically to deal with their complaints, I thrive on them, like Roger said my chimp sits aside ,
As robin said it's all about talking through all the expectations to the customer so nothing catches them by surprise, a bit like when you tell a 5 years old it's bed time 15 minutes beforehand.
I look forward to having a chat to Robin
I used to live in UK and gotta admin after watching these conversations which are so honest and clear, I realised I miss British people. I mean, how easy going you guys are and pleasant to talk and you just say what you think...I used to be a tiler in UK and compared with people here in my native country, you guys are a breeze, so you should know you're lucky, you have it easy:) hopefully you got my point, Thanks
Where do you live now?
I'm a heating engineer and I once had a bit of a whinge to an older plumber about a customer not realising how much work I'd done to their heating system, it was a Wednesday and I| had been carcassing all week, so the work was under the floor. He advised me to fit a few radiators the next day, I said I'm not ready to fit rads, he said just fit them buddy. So I did, the customer came home and immediately congratulated me on how much work I'd done that day..... haha. From then on I always fitted a few rads on a Wednesday!
I used to fit the rads as the first job and then pipe back to the boiler. I used to pressure test the pipes at the entrance to the rooms so could put back all the floorboards and have the rooms completed and back in action. The boiler went in last.
boss channel lads im from liverpool in sydney and can relate so much
Last comment of the evening. But excellent recommendation re: the chimp paradox. Might explain my rant about the waste carrier's license yesterday . Awesome. This podcast uis awesome :o
Perhaps you guys could do a follow-up session with tips on what a customer can/could/should do for their tradesmen, things like bringing out cups of tea during the day, clearing the area where the work is taking place, being prepared for when the tradesmen arrive etc. If a customer looks after their tradie, the tradie will be more likely to look after them. I’m sure there’s others like me who have somewhat of an awareness of some of the $#%+ tradies have to deal with - and genuinely want to help where possible!
Very good Podcasts
Yeah, I struggle even after studying and practicing psychotherapy for 5 years, it sort of helps evaluating customers and helps me seeing at what point to end work for them and never come back and see through social mask bs and know that a customer is happy or not happy. But without this knowledge at all it's a nightmare, there's a lot of builders I know who struggle much more than I do because they can't so to say do an assessment of a customer's character. Sometimes you can adjust, but sometimes it's easier and more profitable to just leave and find something else.
Legends in the game 👍🏾
Thanks for bringing back all those lovely memories of clients, moaning,i think for me the worst thing was going around the house discussing rad positions, long before you even start,
I was working on a refurb the owner told me the neighbor would complain about the noise, sure enough she asked me to turn the radio down, I was listening to Test mach special, she then asked if i could drill a bit quieter,and not use the hammer so much, this went on for a few days. On the following Monday she asked if i could help start her car, " sorry it may make to much noise" i replied. never heard another word
Great video. Being autistic I have trouble with noise. If a worker has a radio on even up the road I can hear the dull thud of it in the right wind direction. We're not all cut out for noise and it can really make me feel quite ill at times which is something some people will never understand and find funny. Thank you Roger for not just assuming that customers might be alright with listening to a workers radio all day. I wouldn't ever ask someone to turn their radio off because I realise that they might want some company in form of the radio but it would be nice if there was more awareness on this.
great watch.
what did he do for a job " Robin: pissed people off " love it.. would love to have you guys working on my home real Pro's that care about your work and the job.. and a cracking sense of humour.
Before I saw the light and became a Plumber I spent some time in the hospitality industry bar man Restaurant manager Resort Manager and I became a specialist in dealing with chronic complainers. Rule 1 listen to them and answer I " I fully understand and I agree." ( even if they are they being a complete arse) this gives them a pause because they are ready and fixed to have an argument. 90 percent of the time people will go fully into an argument and not expect to win it so let them end the argument right then and there.
STAY CALM. Let them continue to rant just say yes or nod. Don't argue even if they are wrong! By now they are calmer so say " I will but it right "
It might be a few steps back for you but the customer will believe he has won and the future relationship will work and the customer will use again and recommend you.
Theres a number of points in this:
The Ferrari, my accountant once advised be careful what you drive. You dont want them thinking theyre paying you too much.
The educated people, PHd etc. No theyre not bright and dont have much empathy. Best I heard for them was they can work out the cubic volume of a jar of pickles, but cant get the lid off!
Anyone accepting a discount to settle a complaint, always get them to sign the discount/payment is in full and final discharge of their claim.
Me and my work colleague use to have the radio on and sometimes (try) and sing along with a specific song. One customer told us we should shut up as we were upsetting her cat. We didn't know if she was complaining or insulting us. There's some right stuck up snooty bastards out there.👍 piece and love too every tradesman out there.
I hate writing comments and rarely do but guys I watch all your videos as I'm doing a bit of home renovation myself, your videos are priceless, they really are, the story about Ferrari is class, I am a software developer by trade but did metal work and woodwork in school, I don't know about in the UK but here in Ireland they used too put what we're classed as "thick people" into these subjects and the rest into that were considered smart people, did maths, business and hard sciences. So it's those people here anyways that have the perception of builder's being of a lower class of person also. These people anoy the hell out of me as they are same people in my industry that think they are much smarter than other people when they would struggle to drive a nail into a stud. Everyone should do practical subjects in school is my opinion, they are life skills. You should do master classes on some platform to get a bit back for the knowledge you are giving out for free. I would certainly by one. Keep it up lads.
Definitely I think the most important thing is that gut feeling.. regards neighbours, they are 9/10 times just jealous.. thanks for doing this video, Great stories, great tips!! (Yes I said tips)...;)
Hi Guys, this is really good and informative. But as you say, Roger, at 30.43 it's mainly the tradesmen's viewpoint, understandably. What do I say to my tradesman who has just added 10% for a quoted work, now that I am making the final payment- having paid two thirds? Any advice?
Completed a laminate flooring in a hall. Customer bought integrated laminate with underlay. 20mm rise in sub floor vs lowest point but was told by my boss to "do whatever" to get the floor down.
The floor went down but I had to abandon job as it was done on mate's rated. 100 quid when it should have been 300.
Customer complained I chipped 13 boards and had to replace almost entire flooring.
Though to take when you tried your best
I've had customers complaining within the first couple of hours about noise , smells , Vans on the drive . So much so I've stopped domestic work and stay in my workshop
Go back out there for every bad person there are at least 1 1/2 good ones.
i have similar problems, i do domestic carpentry & i have customers who talk all day about there life & there problems i also have to move all there stuff before i start work, when i work in there kitchen they start cooking. i enjoy my work but hate it when there home all day and then they say how long will it take. just shut up or go out and let me get on with my work! i would love to have a workshop just me a radio & a kettle.
Thanks boys. Lovit
We are all animals at the end of the day , maturity and experience helps in dealing with confrontation
I had a complaint about how long the building work took. The customer was told the work would take 4 months but she complained that it took 16 weeks.. She wouldn't accept that 4 months could actually be more weeks than 16 at certain times of the year.
I’ve never had many problems with customers because I tend to only work for people that I like. This is generally decided within the first 5 minutes of meeting them on viewing the work. I understand that there isn’t a choice for people always as they may need the work and have to take what comes. A plumber I was speaking to recently had a very unreasonable customer not wanting to pay the amount quoted even thou all work was completed as planned. Two weeks later he got a call from them to say there outside drain was blocked. Turns out there drain had been filled it to the brim with concrete.
Have had complete renovation of bathroom with walk in shower, the installers used Abacus materials to tank room and use tray and linear drain, why does the water pool quickly then most of water runs away from drain, installers can’t see problem.
Is this the queue for complaints?