Dealing With The Public

When I walked up to the Lowes contractor desk on Wednesday, I sensed tension….a lot of tension. (I am pretty sure I know why, but I am not at liberty to talk about it here.)

It had been a long morning for me as well.  My brain was fried.  I had one of those small projects where the homeowner hovered over me while I worked.   The icing on the cake was when it came time to collect.

Back story…

This was a small job.  The guy (let’s call him Bob) had been in the hospital for 6 weeks, almost died.  I worked for Bob last year.   In spite of his  sometimes cantankerous personality,  he’s grown on me, and when I heard he was seriously ill, I stopped to see him while he was still in the hospital a few weeks back.   He expressed a desire to have a little 16 by 16 deck built and wondered if I would have time  this Summer.

My thought was,  the guy had almost met his maker, and this was a great way to give him a little encouragement, so I worked his project into my schedule ASAP. Tuesday of this week we built the deck. Got done a day sooner than I had projected.  Asked him if he wanted me to come back on Wednesday because I had allocated two days for his project.

“That would be great,” he told me!

His parting comment to me when he handed me the check Wednesday was, ” Boy, I didn’t realize this deck was going to be so expensive.”

(When I work for Bob, it is on a time and material basis…he buys his own materials and I work by the hour.)   I looked at him and thought, you have got to be kidding me..….

He didn’t get the area ready for the deck like I had suggested…so in addition to building the deck, we also ended up leveling off and packing 6 ton of lime. That shot an extra hour and 1/2  the first day.

Here’s a picture of the deck after the first day:

And here is a picture of the finished product:

So Wednesday after lunch, went from Bob’s place directly to Lowes to order material for landscaping job to be done later this Summer….

Did I  mentioned I was tired? 😉

I asked one of the ladies standing @ the counter if I could set up a delivery for 100 bags of red mulch, 80 landscaping blocks and matching caps.

Well, they didn’t have enough red mulch to  do my order…they did have another product on hand but that would be another $.67 per bag…= $67 more… and this was a bid job…..oh well.

Because this was going to be a larger order, I asked if there was any chance they could work with me on the delivery charge?

The lady said she would have to ask the store manager…which she did, and he said, they would deliver for $25. (a $40 savings for me.)

“Could she  match the $3 price?” 

“Well I will have to check with the store manager again.”  she said.

“Don’t worry about it,” I said.  (I just wanted to get things ordered and head home.)

There was some confusion @ the counter, as they tried to ring up the order.  They could not find me in their system  as a contractor.   I get regular e-mails from corporate, so I was pretty sure I was.

I could see one of the older estimators sitting @ his desk listening to me try to get things sorted out and he said, “Why don’t you just come here to my desk and I will help you.”

I had all of my notes with me, from when I’d originally looked up Lowes prices on-line…(the red 2 cubic mulch at that time was selling for $2.50 a bag…not $3 and certainly not $3.67)

So he and I  found the skew numbers for everything…and sent me on my way.

When I got home, I realized he’d sold me the mulch for $2.50 a bag.  He didn’t ask the store manager.  He just did it…a $117 savings and I did not raise my voice.  I didn’t whine, I didn’t rant.  I didn’t say, that’s not fair….nothing.  I was too tired to do any of that…. 🙂

There is definitely a lesson in all of that somewhere  😉

My heart goes out to those of you that work with the public on a daily basis…not just one cranky old codger @ a time (like me and “Hovering Bob”)…but dozens of personality types a day.

It has to get exhausting.

Guess who I am going to work with next time I need to get an estimate from Lowes…

Be nice to the customer service reps, the receptionists you talk  to, and yes, even the medical bill collectors. (I have a story about that I could tell you, but this is already getting way too long.)

Have a good weekend. DM

 

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