dealing with irrational people

[ncnurseryman]

So, I have this customer who wants some landscaping done and she wants trees planted down the water and sewer lines. I told her she will need to have the lines located to prevent any accident. Simple thing, just call to schedule for a locator service. Well, two weeks now and for whatever reason she is just not doing it, claiming all kinds of excuses. So, she tells me Friday she will take care of it, today she says says that she didn't do it and to just come and plant them anyway. I told her I will not do that and be liable in the event something happened and that I would be glad to do the rest of the work and come back to plant the tree when the lines are located. Still waiting to hear back, she seems to want all or nothing.

So, what kind of irrational people have you dealt with?

 

[schmism]

So, what kind of irrational people have you dealt with?

In my experience, they arnt irrational. they know they have fudged something and dont want to get called out on it on an "official" inspection. Like bypassing a water meter or tieing into the neighbors water line etc.

 

[brin]

In my experience, they arnt irrational. they know they have fudged something and dont want to get called out on it on an "official" inspection. Like bypassing a water meter or tieing into the neighbors water line etc.

BINGO !:thumbsup:

 

[bigtiller]

The business person doing the work is one responsible for calling the locate service. He is the one taking the risk.

 

[rmk700]

Actually, is'nt it the contractors responsibility to call the locator service?

Edit: Oh,bigtiller types faster.

 

[pacerron]

So, I have this customer who wants some landscaping done and she wants trees planted down the water and sewer lines. I told her she will need to have the lines located to prevent any accident. Simple thing, just call to schedule for a locator service. Well, two weeks now and for whatever reason she is just not doing it, claiming all kinds of excuses. So, she tells me Friday she will take care of it, today she says says that she didn't do it and to just come and plant them anyway. I told her I will not do that and be liable in the event something happened and that I would be glad to do the rest of the work and come back to plant the tree when the lines are located. Still waiting to hear back, she seems to want all or nothing.

So, what kind of irrational people have you dealt with?

Ask her if she wants you to call the inspectors for her and see what she says.
If you need her business that bad...

 

[rmully]

I would dump her like a hot potato because this type of person "IS" never happy and you could be asking for problems later. Find a good customer ...you will be happier in the long run.

 

[RobertN]

I think these guys are right, although it may vary state to state?

When we had a little landscape company, I always called for the locator service. It was my behind on the line if I hit something... Especially things that were not where the customer remembered. Saw some cable tv stuff buried only a couple inches....

I would make the call, and CYA. This on the assumption, your and her will have a signed contract for the work. Otherwise, I would not do the work...

Actually, is'nt it the contractors responsibility to call the locator service?

Edit: Oh,bigtiller types faster.

 

[Western]

I think there are "irrational" people on every corner, whenever their interest outweigh anything else, even common sense, they can be "irrational". Anyone could appear irrational to anyone else that doesn't agree.

In your case, she may be irrational, but she may think you are. Since your the contractor she may expect you to do all that is required to complete the job as they guy's have already said. At the very least you could have her sign some kind of total liability release, but dont know how much water that would hold.

I'd either get it done myself (the inspection) or pass on the job, either way she can pay the inspection fee.

 

[ncnurseryman]

To my knowledge its the home owner who is responsible for having lines marked, at least in NC anyways, but I could be wrong. That's just how its always been done and its never an issue. However, this is the first time I have dealt with city water/sewer lines. All of the other lines have been marked, so I did in fact call the city and turns out that a third party vendor marked those lines. You all may be right, I just may have to have it done myself and just add the cost to her bill.

 

[RobertN]

When I have done this, there was no cost. There was a couple day leadtime though.

They located the utility type lines; water, electric, cable, phone from the street to thier connect point at the house. They did not locate sprinkler lines, electrical out to the shed, leach lines, etc. That may be the third party...

We did work at a place where we had USA(Underground Service Alert) mark the utilities. The owner was having a pool put in, so we measured to where the pool lines were, marked them on our plans, and took pictures.

Everything was fine where the USA marking(utilities) were; I trenched up to them, then hand dug around them.

The pool though..... After we had measured and marked where their lines were, referenced pictures etc, I still dinged a pool line with a jack hammer. Had to half drain a brand new pool to fix the line. I was not a happy camper...

Turned out the pool company moved a couple lines. After, we had met with them, measured, and took pictures specifically so this issue would not happen.....

All of the other lines have been marked, so I did in fact call the city and turns out that a third party vendor marked those lines. You all may be right, I just may have to have it done myself and just add the cost to her bill.

 

[DANOCHEESE]

I'm the guy who sends the bill for cutting utilities. I send the bill to the company that performs the actual excavation. I don;t care who hired you or who owns the land. Cut my facilities and you will consider the IRS your friend.

Also soem cities consider the lateral the home owners so they will not mark it. You may have to locate it use a couple of locate flags and witch for it.

 

[rsewill]

My state makes it the excavator's liability.

 

[pacerron]

My state makes it the excavator's liability.

Same here, even if the ecavator is the homeowner.
Since this is in a city, don't know how old, who knows what may have been buried there in years past. It could also be a hazard to you or your crew.
The motto of the power companies is "call before you dig"

 

[newbury]

To my knowledge its the home owner who is responsible for having lines marked, at least in NC anyways, but I could be wrong. That's just how its always been done and its never an issue. However, this is the first time I have dealt with city water/sewer lines. All of the other lines have been marked, so I did in fact call the city and turns out that a third party vendor marked those lines. You all may be right, I just may have to have it done myself and just add the cost to her bill.

Nope

North Carolina state law requires anyone performing excavation to first call the statewide notification center's number before digging.

Call Before You Dig

Real easy to find out.

 

[ncnurseryman]

Yeah, we did call and they did mark all but the lateral water/sewer line are done by a third party contractor, so you have to call and schedule another locator. The laterals are considered private property. Go figure.

 

[Lloyd_E]

nc,

A long time ago I had a very successful business man tell me something about customer relations that has stayed with me for 25+ years. Sometimes the clients/customers aren't worth the effort! Which goes against the customer is always right. His advice/meaning is no matter what you do, say, or go out of your way to help or time(=money) spent - the rewards are not worth it.

Say your piece and walk away.

I think you already know this. I admire your "stick your guns" attitude. The potential money made is not worth the headaches to come.

 

[KTurner]

Maybe I'm missing something. This doesn't sound that bad. But, I did work retail for a few years.

You'd be surprised by how many people would call the store after picking up their repaired/upgraded computer, pissed that "we broke their computer". After they calmed down enough for us to talk, we'd explain the on/off switch to them. That's more ignorance than irrational though.

There was the one woman who called back, extremely belligerent, talking about how she was going to get lawyers involved. All we did was look at her computer (without opening it) and tell her it was too old to upgrade (it was 10 or 12 years old, if I remember right). We never did hear from her lawyer. And the customer who smashed in the headlight on my co-workers brand new convertible mustang because he wanted to return a video card but the store was closed.

And there were the funny ones. I worked in a radio shack right beside an ABC (liquor) store. We'd occasionally have people stumbling in at a few minutes after opening, make it to the counter, stare behind the counter for a bit with a confused look on their face, stumble back outside and look up at the sign, then go next door to the ABC store. All without saying a word.

Keith

 

[2LaneCruzer]

nc,

A long time ago I had a very successful business man tell me something about customer relations that has stayed with me for 25+ years. Sometimes the clients/customers aren't worth the effort! Which goes against the customer is always right. His advice/meaning is no matter what you do, say, or go out of your way to help or time(=money) spent - the rewards are not worth it.

Say your piece and walk away.

I think you already know this. I admire your "stick your guns" attitude. The potential money made is not worth the headaches to come.

The best advice I ever got was as follows: Irrational people are nothing but trouble for everyone they are around. When you recognize them as such, get them out of your life as fast as you can and get them out for good.

And...a corrolary to that advice, someone once asked: "Why are you surprised when a S.O.B. acts like a S.O.B.?"