Home > Blogs > Blogs > Jared Patchin > We Delivered a Cabinet Too Many: Who Paid?

We Delivered a Cabinet Too Many: Who Paid?

By Jared Patchin | 07/31/2012 10:00:00 AM

 

J Alexander Fine Woodworking Jared PatchinMeet up with Jared Patchin at the International Woodworking Fair. He'll be at WoodworkingNetwork's Innovation Soundstage. IWF 2012 Innovation Soundstage A few weeks ago w wrapped up a small job, with a remodeler, where we built and installed a melamine pantry, four medicine cabinets, a small vanity, and a linen cabinet.

Before any construction began, a sales order was provided, as were 3D renderings of the five pieces.

Then a change order arrive, and  I did not re-send the 3D renderings of the vanity, linen cabinet, or the medicine cabinet with wood doors as I mentioned in my July 24 blog, since no dimensions had changed.

But when we got there we had extra pieces. Since the job was fully installed, how did we handle it? Who should pay?

I figured I had three options. I could dig my heels in the sand, and insist the remodeler pay for all four medicine cabinets, which may have been a lesson in futility and would probably have soured any further working relationship.

I could just let it go and eat the cost without voicing my opinion of the situation.

Or the remodeler and I could try to reach an agreement where neither one of us feels like we were taken advantage of.

Once the job was fully installed, we discussed the situation and I quickly realized that he did not feel responsible for the mis-communication that lead to the extra cabinet.

Obviously, I felt like I was in the right, and felt like I had a history of e-mails to prove it. After a bit more discussion, I realized that it was getting nowhere fast, even in an attempt to get him to accept partial responsibility. I agreed to put this behind us and remove the charge for the extra medicine cabinet.

Did I just allow myself to get taken advantage of? Did I show good business decision making?

I look at it this way. I would rather eat the $280 cost associated with the extra cabinet, potentially preserve a business relationship, and move on to more profitable endeavors, than argue until I am blue in the face about how I am right and he is wrong.

In the future, if I do more business with this remodeler, I will know to be more careful. Plus, the approaching work week will present me with another slew of issues that I will have to deal with!

 

 

 

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ABOUT THE AUTHOR: Jared Patchin

Jared Patchin J Alexander Fine Woodworking Network Jared Patchin started woodworking professionally in 2008 when he set-up J.Alexander Fine Woodworking in Boise, ID, where he builds custom crafted furniture and cabinetry. He started building furniture at the age of seven when his father bought Shutter Crafts. He has developed his craft since then, moving from making wooden swords for himself and his friends to building some of the finest furniture and cabinetry available. He lives in Boise, Idaho with his wife and two young sons, who have taken over the sword making side of things.

 

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john canary    
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nj  |  August, 01, 2012 at 07:08 AM

suck it up! you learned a $280.00 lesson, and there will be more. your job is to be sure you understand the scope of the work-period, crybabies don't
get more work and referrals

Doug F.    
Spring Branch  |  August, 01, 2012 at 08:21 AM

I think that was his point. I've been in the custom cabinet business for 39 years and sometimes, no matter how much documentation you have, there will be clients that will dispute your claim. It is best to just let it go (depending on the $$'s in dispute).

Dave    
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Wisconsin  |  August, 01, 2012 at 08:29 AM

Be glad it was only $280. It does not pay to argue. You may have bought yourself some good advertising by not
making an issue. I would still use caution when dealing with that particular customer in the future.

Steve L.    
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Wilmer, AL  |  August, 01, 2012 at 11:39 AM

It is easy, John Canary, to give advice after the fact. Which is what you did, although in a somewhat sarcastic
manner. Mr. Patchin had ALREADY done the right thing without your "help".

john canary    
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new jersey  |  August, 01, 2012 at 12:43 PM

then why did he solicit opinions on a blog?

Steve L.    
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Wilmer, AL  |  August, 01, 2012 at 06:39 PM

I don't believe he was asking for anyone elses' opinion or comment. I believe he was simply relating what he did
in a difficult situation. Obviously he did "suck it up" and accomplish the feat of possible repeat business, not to
mention favorable PR for his shop. The two questions that he did ask, well, he seemed to be asking them to
himself, at the end of his blog he pretty much provided the answers. Which leads me to understand that his blog
was today, an educational one. But we sit here and talk about him as if he's not even here. I am pretty sure he is
monitoring this blog on his own. Why not ask him directly, instead of treating him as some inexperienced dummy?
Have a nice day, John.

david f    
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August, 02, 2012 at 08:46 AM

U did not say exactly what the change order was. I have been saved several times over the years by having customers to initial drawings. That way they can't say that's not what I said it what I meant.

Jared Patchin    
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Nampa, ID  |  August, 03, 2012 at 08:35 AM

Hello all, it is great to see all the responses to this topic. The purpose of this entry was to discuss a tricky situation that we all run into from time to time as business owners. Just because you have documentation backing up your claim, does not mean you can get a customer to do what you think is right. I agree with the prevailing opinion, which is that trying to force a client is futile. Be thankful it was only $280, do all within your power to prevent these situations in the future, and move on to more important matters. I am only 4 years into owning my own company, and I have only had two instances where I felt like a client did not own up to their own mistake, and it cost me less than $1000 total. Both times I first corrected the problem and then discussed the payment issue with the client. The main takeaway lesson for me has been the fact that it is just not worth burning bridges over a few hundred dollars every now and then. Obviously we must exercise good judgement and document the scope of work, but whenever we work with other human beings, situations like this will arise. Thank you for the feedback, and hopefully we will have many more great discussions in the future.
Jared Patchin

Joe Rodriguez    
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Odessa ,TX  |  September, 03, 2012 at 08:17 AM

i've had the lesson before.
but when repeat business is the name of the game, the customer is always right,with a certain degree of course.
Joe


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