We live in a time when we want what we want when we want it. We get to purchase anything we want by simply picking up our smartphones, doing our window shopping, ordering and paying for the item(s), and getting it delivered without leaving the comfort of our easy chairs.

Sometimes, the item is delivered on the same day. Now, that’s getting what we want when we want it.

However, for some reason that never made sense to me, consumers have a difficult time finding good-quality contractors and getting them to show up at their locations to discuss what they want.

A doctor I know was having trouble connecting with landscaping contractors for work to be done at his home. Knowing I was a contractor and still involved in the building trades as a consultant, he asked why it was so difficult to contact contractors to discuss services he wanted and have them show up when they promised to.

Being the well-informed and opinionated person that I am regarding the proper way to operate a contracting business, I began to explain some facts about the contracting industry as it pertains to buildings and property.

I told him that, through my experience and conversations with so many contractors through the decades, I concluded that at least 75 percent of people who purport to offer their services to the public do not know how to conduct themselves in a proper and considerate businesslike manner. 

I then explained that although they may be fantastic at implementing the trade aspects of what they offer to the public, they do not know how to package the job in totality. 

By totality, I mean from initial contact, addressing consumer requests telephonically, making an appointment to survey the situation at hand, showing up at the time promised, quoting options and prices for services before commencing said services, signing the agreement of said services and prices, performing the service in an excellent manner, and asking the consumer if he is satisfied upon completion of the service and, if so, the contractor getting paid for performing the service at the predetermined and agreed-upon price. 

You Provide a Service

Even though there is a difference between new construction contracting businesses and repair, replacement, maintenance and installation contracting service businesses, it is imperative that contractors realize they are in the service business because they provide a service.

Service must always be performed by showing up at the promised time; possessing a smile, intelligence and knowledge of the trade; consideration for consumer requests; performance excellence; and gratefulness for the consumer choosing to avail themselves of the contractor’s services.

When a contractor does not show up when expected for any portion of the service, he is inconsiderate about the consumer’s agenda. In turn, he makes his contracting business look bad in the eyes of the consumer to the point that he devalues the service capability of his contracting business to satisfy and please the consumer.

Since the value the consumer perceives is less, the consumer only has the price issue to fall back on. Thus, lowering the amount of money that the consumer is willing to pay for availing themselves of the services of that contractor.

If the contractor does not show up for the initial consultation when agreed to, the consumer will wonder if the contractor will do the job and stand behind the workmanship after the task is performed. If the consumer is in the first stages of choosing which contracting firm to use, the contractor who shows up when expected has a leg up on any inconsiderate, tardy contractor. 

Therefore, inconsiderate contractors cause themselves to lose jobs while not making as much money as they could for the jobs they do get. Since the only reason their businesses exist is to recover operational costs and make a profit above those costs, they defeat their own reason for being in business.

It’s not too bright as showing up in a punctual manner is so important.

Don’t Bite Off More than You Can Chew

To avoid this problem, my suggestion is that you don’t bite off more than you can chew. 

Make your appointments in a fashion that you can keep. And make sure keeping those appointments is something that is doable most of the time. When Murphy’s Law pops up and throws you a curve ball regarding showing up, promptly call the consumer to apologize for the inconvenience and do your best to make another appointment with them at their convenience. 

And make sure you get there on time.

Then, when you get to the customer with that big smile on your face, dazzle the consumer with your knowledge, consideration, care and best price so you can recover your true cost to perform said service and make a profit above your cost while delivering excellence to the consumer at a price he can agree with.

Remind yourself how you would feel if someone broke an appointment with you before you break appointments with consumers.

And, in dealing with consumers, remember the wise words of Vince Lombardi, Super Bowl-winning head coach of the Green Bay Packers: “Perfection is not attainable, but if we chase perfection, we can catch excellence.”