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> This is my first time interacting with this forum. I have read Fine Homebuilding for several years and have always been impressed with the candor and usefulness of the advice offered on the website. Until now, however, I have been content merely to read the comments featured in the magazine and not to get involved personally. I’d like to change that by asking for a few opinions from some of you who have “been there” so to speak.
>I have been in residential remodeling for about eleven years now but only recently have I been on my own. The problem I have is that the area in which I live has a substantially older than average populace (our local chamber of commerce advertises our small town as a “retirement community”). There can be many advantages and disadvantages to dealing with older ones when it comes to providing remodeling or even moderate building services. I’m sure you all know what I’m talking about.
> I was raised to highly regard and respect my elders, and I do so conscientiously. Unfortunately, sometimes dealing with someone older can try the patience of a saint, which I certainly am not. There is, however, not much other choice considering my available customer base. What I would like to ask, then, is this: Do you guys have any suggestions, short of leaving for another area, that I can use to build at least a reasonably successful business while still leaving my prospects feeling like they can trust me to not take advantage of them? After all, there are many scams out there these days directed at the elderly, and they are justifiably cautious. Any approaches you have used in the past would be helpful.
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I will have Lars read this tonight. Let me tell you Dan he is great with the elderly. All I can add to this and this is from working with the elderly for many years in the health world...Let your actions speak louder than your words. If you are a honest, forthright guy then they will for sure higher you again. They will tell their friends etc. I know that I haven't added much to this and I for sure know the people here will have a lot of good advice. Another thing Dan like I have told Lars please think about the future of the older population. What I mean even with your baby boomer clients if they seem to feel they will be staying in their house for many years. Suggest wheelchair accessable doors, bathrooms etc. I am not saying to put up grab bars in the bathroom yet, but I think you know where I am coming from. Lars recently suggested this to a gentleman in his 60's he at first was not to happy about thinking w/c etc., but guess what since he was doing this hugh new master bathroom there were many ideas that he did end up doing. Like no shower curb. This also lets the client know that you are concerned about their future. That means so much to the elderly. I hope something here helps. There are some remodelers we have seen in our own community that have ripped off the elderly. I remember the time someone came to "repave" my patients driveway with the left over. I told my patients to please call the police. They did and sure enough the guys had already ripped off some other people in the same community. Luckily the police were able to get the guys.
Like I said I will tell Lars about your post tonight and have you give you some things that have worked for him.
Best Wishes
Tamara
*Print out an overview of each contract in presentation style with all the key points and review it with your clients to make sure you didn't get a tangent crossed in discussion.
*Since there haven't been a lot of responses yet I'll offer some opinions. However, these are second hand -- they come from what I have read about in dealing with older people, not my personal experience.I recall two points made in what I've read. First, older people are afraid of being ripped off, so making them comfortable is necessary. Generally with age comes with wisdom, so they can see through phony schtick. So, you have to be genuinely professional. They know questions to ask -- references, insurance, experience, etc. Second, they take their time. They are not hasty. It could take months for them to come to a decision. So, high pressure in any form turns them off. Patronizing turns them off instantly. They value word of mouth recommendations from their neighbors highly, so you have to build a reputation over time.Another aspect, which I am aware of as a design engineer, is that old people don't want to feel like they need stuff for old people. For example, they may have trouble seeing a calculator with small buttons and a display. So, they'll buy one with big, easy to see features if it's one of several choices. But they will not buy the very same article if it were packaged as special for the elderly and placed in "old folks" aisle of the store along with the canes and walkers. So you have to educate yourself as to their needs, but offer your suggestions in a way that doesn't suggest you think they need special treatment.
*Since I am rapidly approaching your "age group" of clients, here are my recommendations for people that I would hire more than once:1. Write all contracts in clear understandable English (or Spanish, etc., if necessary), not in legalese that an attorney would have to translate.2. Be honest: if you price a job by the job, do it for that price even if it takes you extra time. If you price a job by the hour, then make sure that you work while you are there. This goes for your employees also. Be fair in your pricing.3. Clean up your messes promptly.4. Be specific about the work that you will do as part of a contract - list it all out in detail. This also helps avert the fear of being cheated.5. Build a list of clients that will allow their names and completed work to be used as references.6. Join the Better Business Bureau.7. Correct any problems that you are called back for promptly.8. Listen to what they say - there is a British comedy (To the Manor Born) that told about a woman calling in tradesmen just to have someone to talk to.9. If someone asks for unnecessary work, let them know. Don't take advantage of their fears.10. If you will be late or have to delay some work, let them know promptly. Keep your promises and commitments. On the other hand, if they are flexible, take account of this in your pricing. An undemanding client should be rewarded.11. This is a touchy one - but necessary. If you have good reason to believe that the person is not really understanding what you say or doesn't remember from one conversation to another, ask them if they would be more comfortable if they had someone (relative, friend, other trusted party) present when you hold your next discussion.12. Offer to do some information programs to local senior citizen groups about the kinds of maintenance items that they need to do regularly or have someone else do for them. Explain about typical problems that you encounter, some of which could have been avoided. Word of mouth about that honest guy will do you more good than all the ads you can buy and for only an hour or so of time once in a while.12. Finally,as a good friend once said, think about how you would want your grand folks to be treated and act accordingly.All of the above comes from my good and bad experiences with contractors and the really bad experiences of my mother who is 90. She won't listen to her children until it is too late, but believes contractors who skam her.BJ
*My largest client base is elderly, and they can be the most wonderful group of people to work for, or not. Depends on you, and you entirely. These people grew up in a different era, with different values and different ideals. A handshake to them is a bond, and your words are gospel. If you say something out of the side of your mouth, they will believe you, and will hold you to it. Be honest, be genuinely concerned about them and their needs, and be conscientious about the fact that they grew up in a different era, and they see the world a lot differently than we do. I could go on for hours, but I won't take up too much space here. E-mail me if ya want, and I'll talk to ya about how I build client relationships with the elderly, and keep those relationships healthy, and long lasting.James DuHamel
*Most of the above. Also,b respectthem. Do not be condescending.Rich Beckman
*Dan, I couldn't agree more w/James, BJSB & so many others here. Respect, up front honesty, clean up as much as possible, timeliness and one thing that I have heard often is: answer your phone messages. I know that there are a lot of small things to take care of, but that bugs the heck out of so many elderly that I have spoken with. Good luck.
*> Man, I didn't expect quite so quick a response. Still, it's good to see that you folks are as concerned about maintaining integrity in your work as I am. I'm not really used to that because there are not many contractors here (good ones anyway), and a large part of the work performed is by those who are, shall we say, "less than qualified". You know the type--they once helped to put new shingles on their brother-in-law's roof and suddenly they're contractors. No license, no insurance, no permit, and an attitude to match. Unfortunate, but true here. So it's really refreshing to hear from people who still believe the true measure of a contractor is the quality of his/her work, not how much money he/she makes.> Thanks for all the great advice. I guess I knew most of it already; after all most of it is just good old-fashioned common sense and courtesy. But it's still good to hear it still works in this often-times messed up world we live in. Rest assured I will take it to heart. Thanks, guys!
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> This is my first time interacting with this forum. I have read Fine Homebuilding for several years and have always been impressed with the candor and usefulness of the advice offered on the website. Until now, however, I have been content merely to read the comments featured in the magazine and not to get involved personally. I'd like to change that by asking for a few opinions from some of you who have "been there" so to speak.
>I have been in residential remodeling for about eleven years now but only recently have I been on my own. The problem I have is that the area in which I live has a substantially older than average populace (our local chamber of commerce advertises our small town as a "retirement community"). There can be many advantages and disadvantages to dealing with older ones when it comes to providing remodeling or even moderate building services. I'm sure you all know what I'm talking about.
> I was raised to highly regard and respect my elders, and I do so conscientiously. Unfortunately, sometimes dealing with someone older can try the patience of a saint, which I certainly am not. There is, however, not much other choice considering my available customer base. What I would like to ask, then, is this: Do you guys have any suggestions, short of leaving for another area, that I can use to build at least a reasonably successful business while still leaving my prospects feeling like they can trust me to not take advantage of them? After all, there are many scams out there these days directed at the elderly, and they are justifiably cautious. Any approaches you have used in the past would be helpful.