Coping With Clients From Hell

Tactics for handling tough customers and "loser" projects, according to the Remodelors Council of the Building Industry Association of Southeastern Michigan:

• Have each customer sign a second mortgage. Include a "walkaway" clause in contracts that allows the remodeler to fire the homeowner. Document everything.
  - Adam Helfman, CR, Fairway Construction

• Check county records to see if potential clients have been involved in a lawsuit.
  - George Cassar, lawyer

• Instead of confronting customers, talk with them to try to find out the root cause of their dissatisfaction.
  - Steve Tarnow, CR, Preferred Building Co.

• Ask the customer what it would take to make the situation right. It might be less than what you were going to offer.
  - Gordy Oliva, Gordy Oliva Remodeling

• In truly bad situations, give up on profit and apply your resources to getting out fast. Add a line item for GOK ("God Only Knows") to the budget.
  - John Newmyer, CR, Newmyer Distinctive Remodeling

Customers