u/FrostingKooky3042

This is the third client this year I have had that nickel and dimes everything. I take notes from every initial visit and relay them back to the client through email so that there is no confusion on what is to be done. I very clearly explain what is going on in an estimate. I even have my wife look it over so she can tell me if there are any parts that are unclear. I require the client signs the contract and ensures they understand the work prior to starting. I have a clause on the contract and estimate that specify that any additional work is subject to fees and the estimate can change at any time.

This one escalated to the point that he canceled our contract. He wanted his floor redone in the kitchen and very clearly specified not to move the cabinets as he did not want to pay for extra labour. He even had a rotted part of melamine I offered to change but he said no, do not touch the cabinets. I suggested removing them, reflooring, then reinstalling, told him it wasn't much extra and would make it flush. He said no, unless I did it for free. We agreed to tile around and add some quarter round to the kickplates. I would have happily removed the kickplates but he repeatedly said no extra work, tile around and don't touch the cabinets.

Then yesterday he was astounded that we installed the flooring and left the kickplates on. I told him he very clearly told us not to touch the cabinets and we agreed on that approach together. He says kickplates are not cabinets and expects me to fix this for free. I explained it wasn't a mistake but agreed scope of work, and offered to remove the kickplates for an additional fee since my tiler had already left. He said if I don't fix it free he will cancel the contract. I told him we were willing to address his concerns but not for free. He just sent over the cancellation.

I've had 2 other clients with similar issues. One picked matte black grout then didn't like it and was appalled I wouldn't cover the costs of switching to white. Another changed from 12x24 tile to hex tile mid quote and was angry the price went up. Both were resolved somewhat amicably but I don't expect them to call back.

To be clear, any actual mistake on our end we cover completely. One time my guy lined tile up to the trim then forgot the client wanted the trim removed, we ate the costs and redid it because that was on us.

I'm not sure how to stop clients from blaming me for things that are not my fault. My worry is negative reviews and word of mouth. Do you try to make them happy or let them go? It's disheartening to work your ass off and have people complain about things that are not on you.

This is the third client this year I have had that nickel and dimes everything. I take notes from every initial visit and relay them back to the client through email so that there is no confusion on what is to be done. I very clearly explain what is going on in an estimate. I even have my wife look it over so she can tell me if there are any parts that are unclear. I require the client signs the contract and ensures they understand the work prior to starting. I have a clause on the contract and estimate that specify that any additional work is subject to fees and the estimate can change at any time.

This one escalated to the point that he canceled our contract. He wanted his floor redone in the kitchen and very clearly specified not to move the cabinets as he did not want to pay for extra labour. He even had a rotted part of melamine I offered to change but he said no, do not touch the cabinets. I suggested removing them, reflooring, then reinstalling, told him it wasn't much extra and would make it flush. He said no, unless I did it for free. We agreed to tile around and add some quarter round to the kickplates. I would have happily removed the kickplates but he repeatedly said no extra work, tile around and don't touch the cabinets.

Then yesterday he was astounded that we installed the flooring and left the kickplates on. I told him he very clearly told us not to touch the cabinets and we agreed on that approach together. He says kickplates are not cabinets and expects me to fix this for free. I explained it wasn't a mistake but agreed scope of work, and offered to remove the kickplates for an additional fee since my tiler had already left. He said if I don't fix it free he will cancel the contract. I told him we were willing to address his concerns but not for free. He just sent over the cancellation.

I've had 2 other clients with similar issues. One picked matte black grout then didn't like it and was appalled I wouldn't cover the costs of switching to white. Another changed from 12x24 tile to hex tile mid quote and was angry the price went up. Both were resolved somewhat amicably but I don't expect them to call back.

To be clear, any actual mistake on our end we cover completely. One time my guy lined tile up to the trim then forgot the client wanted the trim removed, we ate the costs and redid it because that was on us.

I'm not sure how to stop clients from blaming me for things that are not my fault. My worry is negative reviews and word of mouth. Do you try to make them happy or let them go? It's disheartening to work your ass off and have people complain about things that are not on you.