How do you give the customer the BAD news about thier BAD windows? such as… failed seals, cracked/scratched glass, hard water stains, etc…
i just try to be as empathetic as i can be while explaining how they may have become that way and how to prevent it if possible, but i dont have a script or protocol for this.
How do you explain/Handle these issues and others like these to your customers?
(ps. first post let me know if i didnt do it right or the category is wrong or whatever. thanks)
Personally, I try to find any problems i can during my initial quote. That way I can discuss it with them before I ever work on the windows. That way they can’t blame me. Of corse, since dirt on the glass will cover most of the scratches, I make it a point to explain that if I found the scratches I did, it’s likely that I’ll find more as I clean.
With any big things, I point it out ASAP, small things, I try not to make a big deal of it.
You can’t take the time to point out every scratch, just focus on building credibility.
I will admit, I’ve scratched windows before. Nothing to major, never lost a job over it or had any claims.
I’ve also been blamed for damage I didn’t cause. It goes both ways.
Make sure you’re insured! Be careful, be an honest contractor. It’s paid off for me so far.
Hope this helps.