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November/December 2009 Vol. 9 No. 7
Carlton's Corner
"I'm Not Paying for That!"by Doug Carlton I got the call the other day. This one was a little different, because the friendly customer on the other end wasn't looking for me but to me.
Let me explain. It seems another decorative contractor had installed stamped work in her backyard and, let's say, the quality of work was in question. She didn't give her name, no "Hello, how is the family," nothing. She launched right into how the low-down contractor had installed shoddy work, and she wanted my help figuring out what to do about it. I would start to answer one question and she would come right over the top with another. You see, this is part of the problem with unhappy customers - they start to see more and more "imperfections" and the unhappy list grows. I dismissed myself from the conversation by letting her know the contractor on record had a good reputation and the discussion should be with him, not me. I also, for free, advised her to pick the two things most concerning her and stick with these items only when sitting down with the decorative contractor...
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