I feel like an asshole even asking this but - we have a customer that we have done odd jobs for for several years. However as the business has expanded and grown, we can’t really afford to do work for this customer - the time vs labor hours is not worth it.
We used to have extra labor hours that we could accommodate her, the nice old lady just wants a strong person to do things like assemble a IKEA desk, hang some picture frames on the wall, replace a doorknob and latch… nothing difficult, just time consuming. but now our available time is getting more limited.
We don’t want to do handyman jobs anymore because they always grow beyond the initial scope. But we’ve done work for her before… how do we start to decline this work now? Tried saying “no, we cant do this” and she was like “you’ve done it before, this is what I want, why won’t you do the work now?” and we deferred saying we are booked for the holidays.
Our guy makes way more money for him and us doing bigger commercial jobs.
How can I let her down gently and make it clear we don’t do this kind of work anymore?
You must log in or register to comment.
Raise your prices until it is worth your time. Or pivot the business slightly and say “We’re no longer doing that kind of work, but we can recommend the following local alternatives.”
Sub it out to a friend or let an employee make some side money after hours. But just be honest with her
Anyone you know who might be interested in the work? Referring the work off might be an answer
my parents bought a house at 16%. everything worked out
Find someone who can do it for her at a price she can afford.
It’s bad business practice to say no to a long-term and loyal client.
But … just explain that your business has grown beyond that kind of scope, however, you know someone who used to be just like you looking for exactly that kind of work, and then connect them.
This actually works well if it’s even kinda a potential up and coming competitor. Because it bogs them down with unproductive work and hands off a problem you have to them, all the while making you look like a nice guy who is giving them work.
(Just gotta hope they’re not smart enough to realize that though!)
Do you know another trustworthy handyman that might benefit from her work? You could do a referral.
Ask people onyour team if anyone has a kid looking for some part time work. Send the kid over and everyone wins.
Consider looking up a handyman online to refer to her. A proper Google search might be all that’s necessary, which she may not be able to do on her own.
It might be wise to have a lesser experienced handyman on hand who can handle the basic stuff. Send him out when your advanced man should be doing more complicated work.
Tell her that your labor rates have gone up now that demand for your services has risen.
Tell one of your guys if they want extra hours off, aside from your business, you will refer them. I get my employees side gigs all the time if they want the work and I don’t wanna mess with it
Or could hire a more junior guy and use it as a train up period…
I appreciate your business over the years but we are no longer doing handyman jobs.
That’s it. Be honest and don’t feel bad about it because there’s nothing to feel bad about. You’re not obligated to continue providing your labor to anyone, and anyone who suggests you are is entitled.
If you want to be really nice, get a few referrals and offer those to her.