I had an old client come in with a property needing a sewer connection as-built plan in order to get an additional bedroom. We had done the same task for all of his abutters, so it would be very easy for me to complete his. I explained that we typically charged $2,000 for one of these plans. He balked. I replied that since he was a longstanding client (we had subdivided over 100 lots for him in the 80's) I would see if I could do it for straight time; it should be under $500. The next day, I had a plan and an invoice for $497. He saw it and said "I thought you said it would be under $500."
We did not speak until his granddaughter and my daughter became BFFs.
When I worked for a large firm we did a survey of a commercial site downtown with a building that had a huge number of jigs and jogs and strange angles. One of the requirements was building dimensions. Now mind, nobody could ever use those dimensions for any purpose except checking off a list, but they would not be dissuaded, so sheet 1 was the usual ALTA information and sheet 2 was a grossly exaggerated drawing of the building only, showing the dimensions. It was ugly, but it was the only way to squeeze in all of the little dimensions.
Client calls and starts off by telling me his wife's kindergarten class could do a better crayon drawing than this one, it was a disgrace, a miserable cartoon done by an amateur, and on, and on, until I slammed the phone down, walked down the hallway, and handed him over to my boss. He called the client and asked the key question: If you are looking at sheet 2 didn't it ever occur to you that there is probably a sheet 1? He then explained the purpose of sheet 2 and got an apology after the client found sheet 1. I never talked to that client again. Life is way too short for that nonsense.
#2
The client didn't allow me to get in more than a few words at a time before continuing the onslaught. After the third attempt, I stopped and basically just got silent until she was done, aside from an "OK" or two. I let her hang up the phone.
Thanks, everyone! This isn't a surveying client, but a client nonetheless. I appreciate the discussion and did of course expect the responses to be in regards to surveying (hence my category selection). I appreciate the insights. I feel much better now about my stance.
🙂
I didn't tolerate it
A few years back, a couple hired me to survey their parcel after the neighbor had a survey and built a fence according to it. They didn't like that line and so hired me to verify it.
Actually, I was of the understanding that I was hired to verify whether or not the other surveyor established the line properly. It was the wife half of my client's understanding that I was hired to impeach the other surveyors work.
I found that aside from some minor differences in measurements, I agreed with the other surveyor's line location. There was a very old fence that did not follow the aliquot, but appeared that it might have been placed to mark the boundary. I had some good physical evidence that tended to support the fence, but not quite enough to accept it over a surveyed breakdown. The granddaughter of the original homesteader lived in the area and had grown up on the property, and was well into her 90s at the time of my survey. My client had purchased their parcel from the granddaughter several years earlier. I had tried to contact the family to interview her as to the history of the fence, but never got a reply. With a statement from the granddaughter that the fence had been placed to mark the boundary, together with the physical evidence, I could have accepted it.
When I explained this to the client couple, and suggested that they try to contact the grandaughter's family so that I could ask her about the fence, the client wife outright accused me of being paid off by their rich neighbor to falsify my findings in his favor.
Without a word, I gathered my papers, rolled up my maps and stood up from their table. "Your deposit should just about cover the effort I've already put in. I won't tolerate slander, so find someone else to finish the job."
The husband jumped up and practically begged me to stay and continue the job. After a half apology from the wife, I decided I couldn't listen to the husband grovel anymore and the best way to stop him was to sit down and continue. The wife kept her mouth shut from that point.
I'll walk away from a job and threaten legal action if necessary rather than put up with the BS of being accused of lying or graft.
I wouldn't allow the onslaught to continue. I'd either put a stop to it by speaking over her to stop her slander immediately (same booming but controlled voice as used with my kids when a sibling fight is in full swing) or I would simply hang up.
Follow up with written correspondence that such slander will not be tolerated and if she expects to continue conducting business with me, it will never occur again. One of two things happens: 1) she responds by retracting her offensive statements and modifies her behavior in future delings, or 2) the business relationship ends.
Either result is acceptable.
I didn't tolerate it
There was a very old fence that did not follow the aliquot, but appeared that it might have been placed to mark the boundary. I had some good physical evidence that tended to support the fence, but not quite enough to accept it over a surveyed breakdown.
hey you are contradicting what you said in another post. in the other post, you mentioned that PHYSICAL EVIDENCE would override any new survey corners. since the fence is old dating back 80 years or as old as the living grand daughter of the previous owner right?
why did you not follow the old fence?
A number of years ago (I've mellowed since then and would be nicer but just as firm now) I had an old guy come to the office and call me a liar to my face. As soon as he said it, I was in his face with the file, calcs, records, you name it. Practically through him out. Didn't think much more about it till another client was talking to me about a new project and mentioned he heard I'd had a run in with Joe. Asked how he'd heard. Guess this guy was running his mouth all over the county. I got a little nervous at first then the client laughed and said I shouldn't worry, everyone new this guys rep. as a nut and hot head. That made me feel a little better. If you treat everyone fairly and that's known, you've got little to fear from one disgruntled client.
"I was too busy to attend to it and just provided them a couple of other surveyor's names."
Wouldn't do that in a million years!
> In most cases I think it boils down to two major kinds of 'assaults':
In my opinion, if it's to the point that someone is actually calling you a liar, it is only one kind of assault. (not the same as client: "but yesterday you said..." and you: "hey are you calling me a liar?" type of exchange.) I mean if someone is absolutely saying "you're a liar", I don't think there is any doubt that they are not open to listening to the other side.
?@
There was reasonably nice but excessively loquacious client that was referred to me by another surveyor that was "too busy". It was in the early days of my solo practice and I really appreciated the referral until I spent several hours on site listening to her about this small lot job. I then referred her to another surveyor that spent several hours listening to her. She was the client that kept on giving and all of the surveyors involved are still friends. Sometimes giving referrals can be a great source of entertainment.
> Wouldn't do that in a million years!
Why would you not refer her to someone that might be able to help get it done?
I actually had started a larger development that took all of the resources of my very small company.
I could not get to it in the time frame they wanted.
I provided her basically the phone book of surveyors in the area (essentially 3 names).
All of them would have been familiar with the issue as we tend to seek advice or another professional ear to talk over sticky boundary issues.
you have lost control
you have lost control. that is okay, no one controls everything in their lives.
Them's fightin' words..
Not me. I slowly remove my gloves and give them a slap across the lip with them, tell them "Sir you have offended me, I challenge you to a duel. Pistols at dawn!"
Them's fightin' words..
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