customer complaint

[Mrs Tiler]

I have had a customer complain about my work - the only customer to complain that I have ever had and I think they just want to get money off. I t hink they are being very picky; a couple of floor tiles are slightly out of line but its barely noticeable and another tile is slightly raised but again its very slight. Also the customer got the builder to tell me of his moans rather than calling me himself. I'm not sure how to handle it. Any suggestions are welcome. thanks

 

[brian c]

tell them you will give them a good discount on the next job you do for them.:smilewinkgrin:

 

[diamondtiling]

If its only 3 tiles I would fix them, doing that placates the customer and you keep your reputation, losing that is far worse than a couple of hours retifying a mistake and lets be straight, if the tile is high and causing a shadow and the others are out of line then thats not the customers fault is it? you laid them and so they are your responsibility until the customer is happy,
fix them, buy her some flowers and go for a beer.

 

[kilty55]

hi,i dont know the ins and outs of the job mrs tiler but i think it would be best to try and work with the customer to resolve the faults they said they have found....if its not acheivable to fix the tiles they are talking about then maybe offer money off the job? which may be what they are after of course.

 

[White Room]

Anythink the customer was'nt happy with I would put right but simply talk to the customer and say you should have come to me, no problems I'll sort it (with a smile) keeps everyone happy and your reputation intact.

 

[Mrs Tiler]

yes very funny!

 

[Mrs Tiler]

Anythink the customer was'nt happy with I would put right but simply talk to the customer and say you should have come to me, no problems I'll sort it (with a smile) keeps everyone happy and your reputation intact.

I dont think the tiles need taking up, and there were no tiles left over and I didnt charge very much in the first place. I think they are trying on..

 

[diamondtiling]

Whats funny Mrs T ?

:20::20:

 

[Mrs Tiler]

Whats funny Mrs T ?

:20::20:

The idea that I would ever work for these people again

 

[brian c]

Whats funny Mrs T ?

:20::20:

must be my sense of humour!:smilewinkgrin:

 

[White Room]

:whatchutalkingabout Lost me

 

[DHTiling]

If they are simply after money off then offer to correct the tiles to thier satisfaction..then there is NO money to knock off.....they might then say well it's ok leave them be...or they might genuinely want them corrected...

 

[diamondtiling]

The idea that I would ever work for these people again

would you rather fix them or have them saying bad things? if you rectify the work everyone will be happier, are they end of line tiles? why cant you buy some replacements??

:20:

 

[Mrs Tiler]

hi,i dont know the ins and outs of the job mrs tiler but i think it would be best to try and work with the customer to resolve the faults they said they have found....if its not acheivable to fix the tiles they are talking about then maybe offer money off the job? which may be what they are after of course.

I dont want to reduce my price, I already worked really hard on the job and I did it properly, its just not perfect, but its stilll a good job. See pic attached

 

[Time's Ran Out]

Is it your customer or the builders so you know who you are dealing with.
Go back and re-align the floor tiles and take up the lipped tile and reset.
That way you should satisfy everyone!
The customer has a right to be picky and if your waiting to be paid, do it asap before they decide to get someone else in to put it right and take it off your money.
From the tone of your thread I think you feel that there is a small case that they may be right.
At the end of the day they may still want a discount but at least you'll know its not because of your workwomanship!

Timeless John.

Edit note :10 replies in 13 minutes - must be a record!