Most of the time, you quote for a job, do it to the best of your ability, the customer is happy and they pay you. However, things can go wrong and we often hear complaints from customers and traders when there has been no quote or contract in writing. This leaves both traders and customers dangerously exposed, because it is one person’s word against another if something goes wrong.
You wouldn’t take out a loan without a contract, why would you enter into a business relationship without one? You’re probably thinking: ‘But I don’t do that.’
But what about when you’ve got a contract in place, start work, and then another problem crops up which will require additional expense? In this situation, it is essential to re-quote and get the go-ahead in writing, even if that means a delay in getting the work done.
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The importance of re-quoting
As Lynn Vallance, Company Director of JTM Plumbing and Heating Services Ltd, points out, problems requiring additional expenditure will only come to light once the job has started.
‘Sometimes with bathrooms you get different levels of flooring, walls that aren’t square - it makes tiling difficult when things don't line up,' she said.
The danger of not re-quoting is that the customer often doesn’t realise the job is going to be more expensive. When the work is done, they may expect a bill that matches up to the original quote, having not taken into account any extra agreed work which may involve an additional cost. That can lead to a relationship breakdown, negative feedback and sometimes damage to your brand.
Lynn told us that customers are often hyper-vigilant when dealing with traders, because of the fear of being taken for a ride. This means misunderstandings can escalate when the written evidence is not there to back up the bill.
Protect yourself by following procedure
The best protection for you and your customers is to have all your processes clearly laid out in writing and to stick to them.
In Lynn's case, she found the Which? Trusted Traders assessment process helped her business ensure that all the right policies and paperwork were in place.
Make sure you:
- don't start any work without a full and signed contract
- always take a deposit
- have all agreements in writing, including an agreement by the customer to abide by your terms and conditions
- keep records of all communications and amendments to any agreements
- re-quote and reissue the paperwork if anything changes as the job progresses, and don't continue until it has been signed off by the customer
- think about the worst case scenario and have a procedure to deal with it.
At Which? Trusted Traders we moderate 100% of the reviews you receive on your profile. So if there is a negative review, we’ll make sure that it is fair by checking the details with both you and the customer.
A single complaint shouldn’t be the end of your business, particularly if you can show that you respond to it fairly and promptly. If the majority of customers are happy and you encourage them to leave positive testimonials, new prospects will look beyond a single bad review.
Fortunately, the vast majority of people have positive relationships with their traders. There are more rogue traders than rogue customers out there. The policies and procedures you have set up during your Which? Trusted Traders assessment will help protect you by making sure that you do everything right.
Then, if the worst should happen and things go wrong, you should be able to demonstrate that you have behaved honestly and fairly, as anyone would expect from a Which? Trusted trader.
- Handle complaints the right way, using our guide to customer complaints
- Find out more about our alternative dispute resolution service
- Learn about how to deal with negative feedback on social media