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Coping With Clients From Hell

Oct. 1, 2002
Tactics for handling tough customers and "loser" projects, according to the Remodelors Council of the Building Industry Association of Southeastern Michigan: Have each customer sign a second mortgage. Include a "walkaway" clause in contracts that allows the remodeler to fire the homeowner. Document everything. - Adam Helfman, CR, Fairway Construction Check county records to see if potential clients have been involved in a lawsuit. - George Cassar, lawyer Instead of confronting customers, talk with them to try to find out the root cause of their dissatisfaction. - Steve Tarnow, CR, Preferred Building Co. Ask the customer what it would take to make the situation right. It might be less than what you were going to offer. - Gordy Oliva, Gordy Oliva Remodeling
  • In truly bad situations, give up on profit and apply your resources to getting out fast. Add a line item for GOK ("God Only Knows") to the budget.
    - John Newmyer, CR, Newmyer Distinctive Remodeling
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