Sliding Doors Part Two: Talking to the Customer
Glaziers are tradesmen, not salesmen. That’s just the reality of it, and it’s not a criticism. But it means a lot of glaziers aren’t naturally going to say the things that need saying to a customer.
My first real job was door knocking for roof seal when I was nineteen. So I started in sales early, and I think it’s always been in me a bit. I’m candid. I say things. Maybe things some other tradesmen wouldn’t bother bringing up, but at least the customer knows. Nothing’s left to be misread or assumed. It’s all out in the open.
That matters a lot with sliding doors.
If I know something’s not going to go back together perfectly because of an existing issue with the door, I’ll tell the customer that upfront. Something like, it might not sit exactly right once it’s back in because of this or that. They’ll often give you a bit of a blank look, but most of the time they just want the glass done, and that’s fine. You’re not causing any damage, you’re probably even leaving it better than you found it. You’re just being upfront that there were already problems there.
I’ve worked alongside a lot of glaziers who don’t do this. I’d be thinking, shouldn’t we mention that to them? And the answer I’d get was, nah, don’t worry about it.
Since starting my own business, I worry about it a lot more, because sliding doors can be an absolute headache. It’s easy to get yourself into a real pickle if you don’t say anything and just hope for the best.
It comes down to communication. A willingness to say “excuse me” when the customer’s walking down the hallway, and just tell them what you’ve found. That back and forth is what keeps a job clean, and keeps a customer on side, even when the door’s not perfect.