10 Things To Never To Say To A Client

[@handymanjourney]

Here is a great book for establishing your pricing that I recommend you check out: www.amazon.com/Handyman-Pricing-Handbook-confident-pricing/dp/B096TWBF1Q/ref=tmm_pap_swatch_0?_encoding=UTF8&qid=&sr=

[@Albertcortes66]

Thanks you're appreciated

[@coreysolomon6814]

Is it a way I can get the book electronically through you personally I don't have an Amazon account I would like to buy the book through you personally I am asking the handyman journey

[@Albertcortes66]

I didn't get the book I don't have an account either. When I do I'll hit you up. Later brother

[@tuvoca825]

Really good video!!! Someone giving real advice and with real experience! ❤ Should share this at a local shop class with tje kids there so they know these skills matter.

[@MizzoniDojo]

I did a job once and simply being on time, taking my boots off, and putting a drop sheet down was enough to make the cliebt think the world of me

[@PB-ln5eb]

Had an employee one time ask to borrow $20.00 from a client…. He is no longer with us.

[@paullunsford8831]

He is still trying to keep a job ! I have heard of that before ? Plain stupidity !

[@Joe-zk3jx]

Good example here. Had a plumber's helper talk to the home owner (which is a no no to begin with) and tell them that there was a good chance that we were going to have to use a jack hammer (on their brand new garage floor) to get to a water line or drain line that we couldn't find because we didn't do the ground rough. Within minutes I was getting called by the general contractor, the owner of our company, and it was a huge deal until we found the line. The general rule of thumb is that no one talks about the work to the customer except the lead man.

[@handymanjourney]

Good rule of thumb

[@paullunsford8831]

A smart plumber would know to not say anything to someone else's customer, period ! It's not his job, he was a sub I am guessing ? I would think a reasonably intelligent person would understand this concept ? But how many people are reasonably intelligent these days ?

[@ericmcdaniel4029]

So the no smoking advice. Absolutely agree. But going into a home where the home owner smokes inside, it’s tough because as you said, that smoke lingers in your clothes. So if you have another job lined up after that one, having a set of spare clothes on your truck is key for situations like that.

[@handymanjourney]

That is a very good point! Thanks for pointing that out!

[@littlerufe]

Great advice! I would extend the "no smoking" rule a bit further: Don't bring foreign smells into the clients home. Smoke, cologne, strong smelling food, bad breath, flatulence, etc. For some people this is a big deal!

[@handymanjourney]

That's actually a very good point! Sometimes people cologne alone can be too much!!

[@brodysemchuk5621]

my farts are included and non negotiable with every job

[@carlodonnell146]

that is why I work alone because I can control what I do but I can't control what a helper may do when my back is turned for a minute; some people just don't think before they act.

[@handymanjourney]

Thanks for your comment

[@calebroskamp9937]

An alternative growth behavior could be hiring someone as a helper and praising in public and correcting in private, never shaming.

[@carlodonnell146]

@@calebroskamp9937 I dont think it right to embarras a person in public, because I hate it for myself.....if you do that to me Ill hate ya for ever....

[@calebroskamp9937]

Alright, go ahead and read my comment again.

[@BillyBobDingledorf]

I've never had a tech ask me to use the bathroom. The few times it's been needed, they go to a nearby convenience store. While I'd let them use my bathroom, I appreciate their respect for my privacy. This is especially true of a tech is primarily working on the outside of my house.

[@timmills2259]

Great video Allen! Honesty is a huge factor. Just telling the truth to your customer goes a long way!

[@handymanjourney]

Yes, that is so important! I am glad this video was helpful for you!

[@madcalj]

As far as the time goes. Working with my dad, he would give the clients a window of time. Not to big that waste their time but between 8-10 am or 8-9 am Incase things took longer at supply house or whatever. If they needed a more specific time he would use the hour window instead of 2 hour. Kind of covers you from being late

[@tuvoca825]

I only had one homeowner ever say "no" to letting me use their bathroom. Don't question it... they have their reasons. Could be an OCD trigger or something else. Doesn't matter. Trust them on this. Just respect their insecurities.

[@handymanjourney]

Yes!🙌🙌

[@needaman66]

Hey I been doing this 40 years and your list is exactly spot on. Regards to pricing, you learn to price by losing money. You remember better that way. I am in another group where young guys are always asking, why should a charge for this? I get hate from telling them they not learn by asking and to do their best estimate and learn from the mistakes.

[@handymanjourney]

Yes, that is so true! Failure is the best teacher! I am glad you got value from this video!

[@chrisklooz9538]

Best advice you can give a kid. So many variables, and if you tell them what to charge, most would blame you for losing money or leaving too much meat on the bone vs reflecting on what they thought/projected as time cost and where they went wrong on time/material estimated. Personally I found the moment I kept a work log, with my thoughts going into it and afterwards, focused on profitability, flow, my own performance skill and servicewise, and what i could do better to do it again. And an honest +/- if that client is likely to refer you to others or call again. Seems like a lot, but it's just a couple notes in a notebook I keep in the truck. This has been my learning curve. And until I started this, not sure how much I learned but wasn't feeling the improvement. Soon as I did the notebook, I felt the improvement right away. Maybe just having a supervisor to report to, even if it's you, made me strive to perform well. And wanted my harsh criticism of myself to struggle to come up with what to do better next time. Worked for me, and encourage anyone who is analytically minded to do the same if they are starting out or feeling the struggle. Helps pricing/scheduling skills too

[@needaman66]

@Lil Queerdoe no..when you're learning you will unintentionally under bid normally on the labour side and lose money. This is a lesson that will help you to judge labour prices better. You can also underbid on materials but asking someone how much should I charge will not teach you amything

[@benjamintodd3323]

Two tips, 1 make sure you are at the correct home, I have had jobs in apartments w/o numbers, and multi homes at a single address, and 2 Put shoe covers on before entering the house.

[@gregorsamsa1364]

Never say "sorry" to a client if you're confident that you're done nothing wrong. You don't want to validate, reinforce, or fuel any unreasonable sense of entitlement on their part. Always remain respectful- no passive aggression- but do so without being a pushover. Respect yourself just as well. I think this applies to any sort of customer service

[@handymanjourney]

💪

[@fixerupperer]

Under "do not assume" some jobs you are the experienced pro and can operate by bringing all the parts you may need and charging enough to include the parts and account for something going wrong. For a toilet ask ahead to confirm they're supplying the toilet, itvhas a seat, if they're also adding a bidet seat. Bring wax rings, bolts, new supply line, wedges, maybe stuff to repair a broken flange, maybe replacement angle stops. You shouldnt use everything but if you're changing a toilet every month keeping $20-$50 of supplies around together organized will make it all flow better.

[@ballgms308]

Yeah people hate smoke, I smoke and can’t blame them. Cologne/Axe spray and hand sanitizer ALWAYS before walking into someone’s home

[@denverheid4604]

Never butt into a convo a customer is having with someone else.

[@rogerk1710]

Solid advice Allen! I’m a contractor with about 21 years in business and I agree on all points

[@handymanjourney]

Awesome Roger! Thanks for your comment!

[@95thousandroses]

I'd advise to not stand on stone countertops at all. You don't know how quality of an installation job was done and there may be insufficiently supported areas. Buying someone all new countertops because they can't match the stone is hella expensive.

[@handymanjourney]

Ya, that's a really good point! That would be a horrible mistake!

[@sabbie7]

Thanks for sharing your valuable thoughts from your experience

[@handymanjourney]

Your so welcome! I am glad this was helpful!

[@guyrabinowitz]

You are right about all but the last point. Your list was really valid. Note: Never use any client's bathroom. Leave the residence and go to a local restaurant or library instead.

[@handymanjourney]

I've never had an issue using a clients restroom if I ask first. Appreciate your comment!

[@MizzoniDojo]

That seems a little silly, any particular reason? I have worked in peoples homes for over 7 years and not once have I had an issue. Simply ask if they mind, the answer is always no, and go for it. Don't waste your time leaving site

[@guyrabinowitz]

@@MizzoniDojo The homeowners will almost always allow it, but that's due to politeness; many would prefer not to have a stranger in the most private room of their home.

[@MizzoniDojo]

@@guyrabinowitz Fair argument, but I think if you do a good job with presenting yourself physically and socially then you can quickly drop the persona of "stranger"

[@guyrabinowitz]

@@MizzoniDojo Your values are different than mine. Even though my occupation puts me in people's homes, l have never used a homeowner's bathroom. I refuse to do it out of respect for his or her private space. I would not want to clean up a stranger's urine in my own home, and l don't want to put anyone in a position to clean up mine.

[@Joe-zk3jx]

A professional goes number 2 after drinking coffee in the morning at home. If someone working for me uses a customer's bathroom (especially to do a number 2) I'd be looking to get rid of them shortly.

[@handymanjourney]

😂😂

[@gio_32]

As a professional it is important to stand your ground. Don’t let the customer talk you down or Don’t talk yourself down in price. Running short on money causes so many people to fall in this business. They take a job for much less money than humanly possible… can’t finish… and the customer goes on to trash their reputation for eternity. All this could have been avoided if the contractor/handyman knew their numbers… or if the contractor/handyman didn’t try and give the home owner a break on the price.

[@timdyer7692]

Very good advice, Allen! I think you covered all your points very well.

[@handymanjourney]

Thanks Tim! I appreciate your comment!

[@dalebaker6007]

Thanks for sharing the Allen, excellent advice and great reminders.

[@handymanjourney]

You're so welcome dale! Thank you for your comment!

[@bardmadsen6956]

Sounds like you have got it down. Customers must have loved me, probably 10's of thousands. I have had many ask me if I knew what I was doing and I would be confrontational, "You called me!". One time I took off to another state for a week and turned off the phone. When I got back and listened to the messages they went from hot to offering BBQ and booze wondering when I would return. One time out in the back back yard this lady came out to watch, I've had customers and neighbors set up chairs to watch for hours, and she asked me to get rid of the cigarette and I asked why, she told me her dog was allergic, to which I asked where was it, she replied that it was in the house! I smoked it. Another was a bid that I had to do drawing for and went back to present it and the customer got all mad because my bid was exactly like the other 15 bids that they had, as the wife handed me the pile. And then the guy started saying it was a conspiracy, like we all knew each other and had it out for this retired couple! Then he wanted to pay ME by the hour! I just walked away, some people's children, waist 15 people's time to save a buck. I didn't even advertise, I was the one you call when you want it right, or you have exhausted the trade and resorted to the grapevine. Many jobs I could see there had been a number of service calls and the people wanted me to tell them how I fixed it cause five others couldn't. I should have charged more, and I completed them before the bill. I got burned by bad people on April Fools Day, they wrote me a check for 1/3 of $3,000 job and laughed saying take it or we are calling the contractors board cause they knew I didn't have a license, but the best in town. That reminds me, had the head of the contractors board that wanted me to do his work as I already knew others in the same boat already started it. I turned him down. I probably should have, it was kind of like that film Training Day because that is how it works. But he could have made a real expensive example of me. Oh, never late, many many customers would freak, cause most are not within an hour or don't show. It is simple, you tell someone your going to be there, be there.

[@handymanjourney]

Awesome stuff! Thanks for sharing! Appreciate the comment!

[@gregorsamsa1364]

"I didn't have a license, but the best in town" 😅 yeah, that's what they all say

[@carlodonnell146]

don't stand on an air conditioner or anything else to reach something and never throw dirty water in a clients tub/shower etc

[@handymanjourney]

Yes

[@harrytinker2328]

All great advice, good to follow.

[@handymanjourney]

Thanks man! I am glad this video was helpful for you!

[@nancymcmonarch]

NO FLIRTING with the clients. My husband was a carpenter, so when the landlord sends repair guys in here I'm always smiling and cordial. That doesn't mean I'm looking for a date and, true story, it does not mean I needed to hear how the one dude could still get it up in his 40s. (What?!?) Had to tell the landlord I didn't want him in here again.

[@leegsx-r6402]

good stuff thanks.

[@handymanjourney]

Your welcome! I am glad this video was helpful for you

[@laurenprince4732]

Really appreciate this video thank you!

[@handymanjourney]

You are so welcome! I am glad this video was helpful for you!💯

[@craigster12]

I'm a Handyman in San Diego, which is quite the melting pot of different cultures. I've been out here 35 years & never knew what a large Indian population there is here. One thing I learned pretty quick was; take your shoes off before you go in to their house. If they're from India, the shoes are coming off. If they were born here and parents are from India, that's 50/50. I, literally, bring sandals i can quickly slip on and off at the door everywhere I go. You don't have to untie, tie, untie, tie your work boots up too many times before you realize, there's gotta be a better way. Removing shoes before entering their house is a big thing in the Asian community, as well. Always ask if shoes are ok, as you're taking them off, sometimes they'll tell you you're ok. But don't assume. It's their home, respect their culture.

[@bruceoster7971]

Constantly telling my helpers, “do not put your coat or jacket on the clients furniture“.

[@handymanjourney]

That's good

[@mph5896]

I subbed out trimming out aluminum around some replacement windows on the exterior of a house I was flipping. Guy said he needed an advance so he could go rent a brake. 🤔He was supposedly a siding/window guy. If he would have rephrased it better such as I need x deposit to start the job I would have seen him in a different light.

[@handymanjourney]

Very good! Certain types of communication can change the whole situation!

[@inaclowder9240]

Well done. I'd hire you in a minute based on this video. I'd throw in, don't climb on stuff and break it. Had that happen. If you do accidentally break something, own up to it and make it right, somehow. Had stuff broken when I wasn't in the room and only found out after they left. That leads me to be suspect of every tradesman now. Don't badmouth the client in front of them. Yep, had that happen. You can always decline work if you don't like the client. You can also do the job, then leave and complain about them later, and never accept a job for that client again. Also, goes without saying, don't steal anything from the client. Don't even help yourself to candy from a candy dish. Always act the way you'd want someone to act in your own home if they were doing a job for you.

[@scottdodson7122]

On point brother

[@handymanjourney]

Thanks man! I appreciate your comment!

[@ScreamingEagleFTW]

is it legal for a handyman to replace a light fixture in CA? I thought it was illegal. no?

[@gregorsamsa1364]

No. You just can't go any deeper than the box

[@agapehomesteadoils5340]

Yes so good!

[@handymanjourney]

😀

[@johnsmith1882-x2i]

Great video

[@handymanjourney]

Thanks john! I appreciate it!

[@Albertcortes66]

yep i learn my lesson

[@handymanjourney]

I am glad this video was helpful for you!

[@bigmike3964]

Make sure you dont track mud in , wipe your feet or remove boots, obvious but guys dont seem to do it

[@handymanjourney]

Yes so good!

[@carlodonnell146]

but isn't it correct that handymen should not be doing electrical, or is it different in your state/area etc?

[@handymanjourney]

Handyman law differs from state to state

[@mrindependent1]

Exactly what I was gonna ask. I’m pretty sure it’s not allowed in Cali but hey It’s not allowed in Texas

[@gregorsamsa1364]

​@@mrindependent1Very minor electrical is allowed in CA, as long as you aren't going any deeper than a box. So basically you can change out receptacles, switches, and fixtures as long as it doesn't require running any new wire or installing new boxes. And if you don't have a contractor's license then you can't do any projects over $500 including materials. The law also specifically states that you can't try to work around that by billing different aspects of a project separately

[@1955flipfront]

how about a list of customer don't . for exsample moving half the world to get to the sump pump

[@handymanjourney]

Haha for sure

[@tonyl1927]

I had a customer eavesdropping on us everyday working on a deck. They had hidden cameras and listened to every word we said. So just assume someone is listening

[@handymanjourney]

Yes always be on good behavior

[@tuvoca825]

Simetimes it is a news station trying to fabricate an exposé 😂

[@carlodonnell146]

In other words, don't act like you live there because the client may think that the next thing you'll do is walk in in with your suit case HA HA!!!

[@handymanjourney]

Hahaha for sure

[@pakerossi9940]

I’ve said for years… “If you’re five minutes early, your five minutes late.

[@guyrabinowitz]

Why did you change your channel name? What became of "Honest Lee"?

[@handymanjourney]

Just changed it to the handyman journey because that is the name of our consulting business. My handyman business is honest lee handyman

[@trowerhead56]

Like things a surgeon should never say....."oops" 🤓

[@marklynn9812]

Off the record who did you vote for ? 😆

[@handymanjourney]

😂😂😂. Thanks for your comment!!

[@JT_70]

The really frustrating one is when the tradesman fails to show without notice, is running late or cannot make it that day and doesn’t let the client know. Most seem to lack very basic communication skills.

[@handymanjourney]

Yes! Totally agree!

[@littlejimmy7402]

Don't talk about sex, politics, or religion. Nothing good will come of it.

[@grahammccoll5505]

All great advice and a lot of things lacking in the trades today. Dress the part and groom yourself. Solid pair of carpenters jeans from walmart are 20$. A 5 pack of polos is like $50 from amazon. No excuse for looking like a bum. Go clean shaven or a very well trimmed beard. People will judge your work by your appearance. You can have the best work but if you look like a slob, they are going to translate that to your work.

[@troybermudez9269]

At the end of the day you dont know what tools or supplies were available in that era of time as well so dont criticize. Jesus is King!!!

[@handymanjourney]

Very true! Appreciate your comment!

[@gregorsamsa1364]

​@@handymanjourneywhich part is very true? The thing about tools and supplies or the King Jesus part? Or both?

[@ValleyWestHandyman]

Like

[@handymanjourney]

Thanks!💪

[@paullunsford8831]

I am always early, i will drive around the neighborhood and oull up 5 minutes early. And always knock at the exact time we agreed to. Without looking weird to the neighbors. I have sat oarked up the street and had coffee. But reakized after 2 times that looks bad too. Some people will just think something is wrong and that keaves a bad thought for a potential customer up the street. So timing is crucial especially in the morning. When kids are walking to school or the vus stop. And parents are leaving for work at different times ? You are being watched or at least seen. There is a difference ! I think of this way ! Most people do the same routine daily. We are creatures of habit, so a nan may be doing number 2 at the time he normally does. But you chose to show up 20 minutes early. Or worse ! SHE is and your late ! No call, no warning and she had to go. And you were not there again when you agreed. Its your time and its their time as well. Be on time !!! I will ket them know, by my nature and habits ! I am an early guy. You may see me outside, but you are under no obligation to greet me early just because i am outside.