Why Don’t Contractors Call Me Back?
With all of the technology available to us in the Sparta, New Jersey area, it amazes me that it can be so hard to get a return phone call or text when you need to hire someone for home improvement. Whether it's a new backyard, patio, pondless waterfall, new siding, replacement windows, new central air-condition system, whatever. Is it too much to ask for a someone to get back to you? I've recently noticed that companies either don't know they should, don't like to, or don't know how to build, let alone maintain, a business relationship anymore. I don’t think it’s likely to be one of those "it's not you, it's me" kind of things either. Let me explain.
I needed to have some work done ay my house. Like any good home-owner, I asked for recommendations from the fine folks on the local Facebooks. After receiving a handful of potential leads, I started making phone calls, looking for a pulse on the other end of the line. Fortunately, most were happy to get back to me, at least initially. But the quotes were more or less a "Here's how much we want. Call us if you choose us." There was no follow-up in case I had questions or concerns. Just the quote. They took the time out of their day to call, then visit, and well, I actually don't know what else happened to one of them because I never heard from them again. For a couple of companies, it was like pulling teeth to get a quote. I wanted to try to give them the benefit of the doubt. I put in a lot of extra effort calling and texting to try to get them to call me back, text me back, email me back, send me smoke signals, anything. Do I really want to hire someone I have to remind I exist? One finally got back to me after almost three weeks. Is that how you maintain a business relationship? I think not. So what’s with the crickets?
As for the ones that don’t call you back, we have developed a list of reasons we have personally been witness to after several decades in the contracting industry.
They don’t need the work. They may have so much on their plate right now, that they have to make time to put BOTH socks on. I mean they needed the work when you called, then that "big project" came through and they just couldn't walk and chew their gum at the same time. They meant to get back to you, and they will remember four months from now when the "big project" wraps up. They'll be too embarrassed to call though.
Your job is too small. They don’t want to take time from a higher-paying job to take on your menial work. It's not meant as a dig, they just don't know exactly who they serve, so they cannot accurately tell the world "We help clients with X and Y needs." This leaves the community to assume the crew that cuts the grass can also build your swimming pool and vice versa. I'm not sure about you, but I want an expert when investing my hard-earned money.
You’re being unrealistic in your budget or timeline. No one is getting a second floor put on in three weeks for $20,000 unless it’s on your she-shed. The bottom line? Communication is lacking. I'm not sure where it started, but most contractors we meet are afraid to address the necessary elephant in the room... How much this will actually cost. I know it seems crazy. Politics, religion, the vaccine, and, yes, money. How do we move forward then? I guess we hire based upon how rusty or clean the vehicles are? Why aren't we more transparent with a buying guide like you'll see here: Sierra's Buying Guide Link
They’re doing a lousy job of managing their business. It takes money to make money and they’re not spending. In most cases they don't even know this is an issue. Your name and number were written on the back of a gas receipt and, well... have you ever seen the inside of a contractor's truck? This is going to sound counterintuitive and borderline ridiculous, but we personally know of several local contractors that DO NOT want a referral given out and even turn off their phones. I know, right...? Please know this is not what we want. Sierra always values and appreciates referrals and positive feedback. We do our absolute best to return every call and consider each conversation to be valuable.
All of these are valid points, but none of them are a good excuse for not getting back to you.
At Sierra Landscape Management, it's our philosophy that maintaining a relationship with our clients makes for a far better business and much happier clients. Throughout the entire process, we are there to answer questions, make suggestions, listen to your concerns, and make sure the entire process runs as smoothly as possible.
And the day that when all of the work is done, when we pack up the tools, and strap the loader to the trailer, it’s not the last day you'll see or hear from us. Unless that's what you want. But I doubt that.
How is everything holding up? Is it everything you had hoped for? (See suitable answers here). Are the new plants thriving? Do you have any questions about maintenance? During construction you mentioned something about another project. Is now a good time to discuss that?
Case in point, Mark and Chandra hired us 18 months ago to put in a Nara flagstone patio, a custom-built pergola, a stepped front walkway, and a backdoor entryway porch & steps. They also provided us with a lengthy list of must-have and don’t-want plants. It was a complete overhaul. We kept them in the loop throughout the entire month-long build. Last week, we were invited back. See the yard and their honest feedback here. This time around they have a large, overgrown area that needs a lot of attention. They’ve asked us if we are able to work our magic with it and wanted to hear our suggestions. We spent another couple of enjoyable hours with Mark and Chandra.
We are beyond grateful to have them as clients. They not only have ideas of their own, but are willing to listen to our suggestions and value the expertise that we bring to job sites every day. We’re also grateful that they aren’t the only ones.
Sierra Landscape Management wants to grow a long-term working relationship with you. All great relationships start with and are maintained with a conversation, so give us a call or hit this link today to discuss with us your ideas for a new outdoor living space. Start creating great new memories with your family.
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