David Sneed //July 3, 2013//
I have a good company, and most people assume it’s because we focus on being the best. But the truth is: that’s not our main concern. Quality is just an accident.
Here’s how it happens:
My personal goal is to make everything easy. I don’t like problems—so I’ve built my business to achieve “simple” in three easy steps.
Our costs go up a bit in summer and down in the winter, but I keep mine the same. That’s the easy way to bill for our services.
That’s easy too.
And talk about “green.” I’m saving 20,000 miles a year.
Here’s where the quality thing comes in.
After we finish your fence, I don’t want to see you again. I don’t want to hear from you, either.
Yes, you’re probably a great person to be around, fun at parties or what not, but if you call me it’s because there’s a problem. THAT is a giant headache, and contractors lose a lot of sleep over ‘call-backs.’
The solution? Doing it right the first time. Even though it costs more, it’s worth it to me in peace of mind.
Key for us is materials. I buy the best wood on the market no matter what. Our fasteners are tops and our sealant keeps everything nice. I don’t have to do it this way, but it makes YOU happy. A happy you doesn’t call me.
And my guys are paid enough to care. I could give them a couple bucks less an hour and keep the money myself, but unhappy employees make bad fences. Bad fences mean that when I pick up the phone, it might be you.
My love of “easy” turns out a top-notch product. Our doing-it-right is purely selfish.
Meanwhile: Could I have charged more because your shed was hard to work around? Sure. I’ve left money on the table.
But you’re going to feel like I’ve nickel-and-dimed you, and you’ll be harder to please. I don’t need that in my life.
My advice to newer contractors? Stop trying to squeeze every dollar you can out of a job. Pay for the good stuff, be nice, and don’t change your price after you give it. Be happy making 8 percent less than you could be—and enjoy your sleep!