Handling Customer Extras

By Robert Robillard on Contractor Advice

Image: devils–den.blogspot.com

While you’re here . . . would you mind?

I wish I had a dollar for every time a customer said, “Oh, while you’re here would you mind doing . . . “
Would you mind doing is usually followed by, hanging a heavy picture on a wall, UN-sticking a window, fixing a broken door knob, moving something very heavy, etc.,
This article is not about finding hidden or unforeseen conditions on a project.  It’s more about handling customer who asks for a small repair while your there.
Customer extras is a reality on a job-site and large changes and extras should be documented and handled with a proper construction proposal through the  “change order” process.
On smaller ones you may want to read on . . .

Additional Projects

It can also mean a whole new project – which is usually good!
Some customers I work for are not handy at all and I have become accustomed to expecting a little “while you here, would you mind doing” . . . In my opinion it’s good for business.

Free Bees or Goodwill?

Alot of carpenters I’ve spoken to resent this and feel that the customer is trying to get a freebee out of them.  I look at it a different way.
Most people that I deal with on carpentry projects are women. It’s been my experience that these “little items” are a real big deal to them, have been bothering them for some time and are also an excellent customer service opportunity for me.
As long as the “while you’re here” request does not consume a huge amount of my time off the original project, I think it’s a great opportunity for me to forge friendships, build referrals and excel at customer service!
So next time your asked, “while you’re here, would you mind . . .”
Just smile and say, sure!
Image: digimon4everptpt.blogspot.com -

Image: digimon4everptpt.blogspot.com –

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About the author

Robert Robillard

Carpenter / Remodeler / Editor

Rob Robillard is “The Concord Carpenter” Rob is a builder, general contractor, carpenter, woodworker, and editor of Concord Carpenter and ToolBoxBuzz As a General Contractor and carpenter, Rob owns and operates Concord Carpenter LLC. A full-service remodeling and construction company. Rob is a recognized leader in home building best practices and a source for how-to information for building professionals. On this website, Rob covers all aspects of home construction, building science, home improvement, woodworking, remodeling, and some of the best product and tool reviews. Rob is in charge of our Tool and Product Review series - Concord Carpenter Videos where we post all of our tool reviews and video tutorials. Rob approaches remodeling and building construction with a pragmatic and problem-solving approach. He enjoys using his knowledge and experience to help and educate building professionals as well as DIYers on best practices in the construction and remodeling industry. He's a strong advocate for "raising the bar" in the construction trades and promoting the trades to youth. #BeAMentor #Green2Great Craftsmanship, quality, and pride guide his journey on this channel The Concord Carpenter's motto: "Well done is better than well said!" : Read more about Rob

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