We have all heard of high-maintenance clients, and most of us have done work for them. But what defines a high-maintenance client? Should you work for these people? Is the risk worth the revenue? If you choose to work with them, what can you realistically expect? What are ways to limit the challenges they present?
Let's break down exactly what a high-maintenance client is. I have found that most high-maintenance clients are homeowners. A close second place is the overachieving property manager, followed by the retired “expert” on an HOA board. The general theme with all these folks is that they want the best job without fail, and often at the cheapest price.
In their minds, they do all they can to “help” you get to that point. Little do they know that their “help” ultimately just drives up prices, wastes time and really stresses out the crews. We are not afraid of people watching us work, but I have always said the best scenario is when the owner is not present during the job. It’s best when they can come and see the finished product.
Here are some clues to help identifying a high-maintenance client:
- They invite more than three people to bid.
- They have a scope of work that they created that is overly complex (and usually includes unnecessary items).
- They require pre-bid meetings, the type that are usually only seen in larger commercial projects.
- They make many calls or emails prior to the bid. (Nothing is wrong with a call or email or two, but too many can be a red flag.)
So, if a potential client checks some or all of those boxes, should you do work for them? I would emphatically always say to give it a shot. We are in business to make money, so don't turn down a difficult client, just recognize what you are dealing with and plan (and price!) accordingly. If I am concerned a customer might be difficult, I might reach out to a friendly competitor or two to ask if they have worked with them before and get their experience.
What can you expect from these clients? Usually, you can expect to spend more time communicating with them, you can expect to be questioned about everything (especially if the client is watching you work), you can expect a day or two of touch-ups or go backs, and you can expect more paperwork. However, you can usually expect to be paid and, if bid right, paid more than a regular job.
If you know it’s a high-maintenance customer or suspect it will be, as you inspect the property, you can start putting things into action right from the get-go to make things go more smoothly (and to protect yourself). If you plan and prepare with these few tips, usually the jobs go smoothly, and the return is often worth the risk.
Here are my time-tested tips when dealing with a high-maintenance customer:
- Only bid projects that you are comfortable doing. These are not the clients to try to spread your wings.
- Realize the extra time, extra trips and aggravation that will be required, and charge for it. You must include this in your bid (but not as a line item!), otherwise it's easy to lose money on these projects. This is what makes these jobs worth it. Sometimes the additional effort required is significant, so don't be afraid to charge appropriately. Some jobs might be as much as 20% higher or more.
- Communicate clearly. I have found that extra communication with more-than-normal information is hugely important and extremely beneficial in the long run. Send “what to expect” sheets, progress emails, pictures and certainly an email and final pictures when the job is finished. All this really reduces their anxiety.
- Proactively schedule your own pre-construction meeting, even for a small job. Remember, it’s about making them feel comfortable (and you are charging for it).
- Be proactive and invite them to the job one day on a multi-day job. Obviously, pick a day that things will be easier. Walk with them and talk shop a bit, but keep it brief and send them on their way.
- Have an onsite meeting on the last day, while your equipment is still there. This is the time to address any issues. Get them to sign off on any fixes and sign off on the project in general.
- Schedule a follow-up in a week to have another walk-through with them.
I realize many of these items are what high-maintenance clients expect anyway, but by being proactive and by you scheduling them, you take charge of the situation and change the dynamics. Some of my best clients now are ones that I was so close to walking away from. They now not only just give us work (without going to bid!) but will be a huge advocate for us with other customers.
High-maintenance customers can usually be won over, and through special handling will not only get you paid, but you might just find a client for life, and a higher-priced client, too. Working with this type of client is a challenge that most contractors don’t want to deal with, but if you can do it right, the benefits will pay off in the long run.
