Follow Up Call #3

Spoke to Judy

After Jimmy left, Judy tried to call me the next day while I was unavailable. As soon as I got in the van to head home, I returned her call and put it on speakerphone. Right away, she told me that we needed to pay the remaining balance since Sean had signed the contract and approved the work. I explained that I had tried to call several times to stop the installation, but she seemed indifferent to my concerns.

The conversation quickly turned hostile as she began belittling both me and Sean, asking, "Are you grown men? Are you adult men?" Her tone was condescending, and I could feel my frustration boiling over. When she started screaming, I matched her energy and firmly stated that the job was not what we had asked for. I reiterated that the hallway carpet had been replaced despite our attempts to prevent it, and I pointed out that the color didn’t match and the thickness was wrong. My client was unhappy, and rightfully so.

In response, Judy simply said, "Just pay, and we’ll never do business again." I shot back, "No, mama, I’m not letting you off that easy. You need to fix this." She insisted that they would not do anything and demanded payment. I told her that I always pay my debts when they are warranted, and in this case, the issue needed to be resolved first.

Judy began yelling again, and I finally had to cut the conversation short by saying, "I can’t believe you’re speaking to a customer like this. I cannot fathom losing a client who has brought you several jobs over the last six years because you won’t take any responsibility for what you all did." This was not how I expected to be treated, especially after years of working together, and it left me feeling even more frustrated and disheartened.

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