I have been a contractor for over 25 years.  The majority of my business has been acquired from former customers, either in the form of repeat business or referrals.  It is important for me personally and professionally to deliver on my promises.

Sometimes things just don’t go the way that I would like them to go.  I’m currently working on a bathroom and kitchen remodel for a very nice couple. It is clear that they have placed their trust in me, and I want them to continue to value my expertise and work.

Unfortunately, sometimes things don’t go the way I want them to go.  In their case,  a cabinet was delivered and it was not up to an acceptable standard.  In addition, a countertop that would normally take a few days to fabricate is going to take two weeks.  This is upsetting to my client, and naturally upsetting to me.

The only thing that I can do in such situations is to have an open and honest line of communication with my customer.  I know that the job will get done and that it will be done correctly, but sometimes it will just take a little longer than I would like.