When Unexpected Issues Arise
In spite of a clear, detailed contract, disputes can, and
occasionally do, arise for any number of reasons. There will
be times when unexpected issues occur when the job is under
way. You discover a problem behind a wall. Materials are
backordered. Bad weather delays the project. The homeowner
requests an aesthetic improvement or wants additional work
outside the scope of your original contract.
The job will go much better if there is mutual respect and
cooperation. Good communication can go a long way in
preventing any disagreements between you and your client. As a
first step, you should sit down together to discuss the
problem calmly and seek a solution that you both can live with
comfortably. This is usually the fastest, least expensive and
ultimately, most satisfactory approach.
Gather the facts so you can clearly explain the additional
costs. Provide the homeowner with a price estimate based on
labor and materials. Be sure to follow-up your discussion with
some written communication – a simple letter explaining the
additional work required, when it will begin, and all
associated costs. This will eliminate surprises and enable the
homeowner to understand upfront how the additional work will
impact their project budget
Tip of the Month
Guest Column by Gene
D’Agostino, VP of TEM Associates, Inc. Gene helps people sell
more effectively. He is a recognized expert on the subject and
regularly trains salespeople in the fine art of making sales.
To learn more about TEM’s Sales Development Services, call
5 Common Mistakes that Can BLOW Your Sales!
While there are many ways to “blow” a sale, the following
reflects the most common sales mistakes:
- Taking instead of Listening
salespeople monopolize the time they have in front of a
prospect with their talk, only allowing the prospect to
listen to them. The result? No order... or the mystifying “I
want to think it over.” Keep the prospect talking about what
he or she feels is wrong and how good it will feel when
their problems have been corrected.
- Presuming instead of Asking Questions
Salespeople must ask questions early in the sales
process to insure a complete understanding of the prospect’s
perspective and the problem as he or she defines it. Don’t
sell a solution before you understand the prospect’s
- Not Getting the Prospect to Reveal their Budget up
Knowing if there is money planned for a
project will help the salesperson distinguish between the
prospect who is ready and able to commit financially and one
who is not.
- Chatting About Everything and Avoiding Starting the
Building rapport is necessary and desirable.
But far too often small talk never stops and the sale never
- See Themselves as “Beggars” Instead of Doctors
Some salespeople don’t view their time with a
prospect as an opportunity to see if the prospect is
qualified to do business with their company. They often find
themselves hoping and wishing (sometimes even begging) for
the opportunity to just “show their wares”. The salesperson
must view his or her questions as equivalent to a doctor and
conduct a thorough examination.