Handling Tough Customers Without Losing Your Cool
By Fred Hueston
You’d Rather Chip Granite Than Deal with Them: If you’ve been in the stone restoration business for more than a week, chances are you’ve run into that customer. You know the one—the person who’s impossible to please no matter how hard you try. You could turn their scratched-up travertine into a mirror, give them a free foot massage, and still, they’d find a reason to complain.
It’s like they’ve got a sixth sense for sniffing out problems you didn’t even know existed. “I know you fixed the etch marks on my marble, but now I think I see different etch marks. Maybe it’s your aura. Or the moon phase.”
Here are some tried-and-true (and slightly tongue-in-cheek) ways to handle these customers:
- The “Yes, Ma’am/Sir” Technique
Sometimes it’s easier to just agree—like you’re in a hostage negotiation. “Yes, I understand, ma’am, that the shadow from your potted plant mightbe an optical illusion, but I’ll be sure to polish it anyway.” Nod like a bobblehead doll if it helps. - The Magic Word: “Document”
Difficult customers love to argue. When that happens, whip out your paperwork like it’s a Jedi lightsaber. “Here’s your signed work order, and here’s the signed change order, and here’s the agreement that says you’d be happy with the result.” It’s harder to argue with written proof—although some will try anyway. - The “Extra Mile” (But Only Once)
Sometimes it pays to go the extra mile—repolish a spot, clean up some grout haze. But do it with a smile and a cheerful “This is a one-time courtesy!” That way they know you’re not a pushover. - The Calm But Firm Approach
Channel your inner granite: solid, unshakable. Stay calm, don’t raise your voice, and repeat your position as many times as it takes. “I’m sorry, but the green spot you’re seeing is a natural mineral inclusion. That’s the nature of stone. I can’t remove it without a jackhammer.” - Know When to Walk Away
Not every customer is worth your time. If they’re making your blood boil, it might be time to pack up your diamond pads and call it a day. “I’m sorry, but I don’t think I’m the right contractor for this project.” You can bet the next stone pro they call will thank you for the heads-up. - Use Humor (When Safe)
Humor can defuse tension but be careful—some customers might not appreciate a good stone joke. A line like, “Well, at least your marble’s not as cracked as my patience!” might earn you a laugh—or a one-star review.
In the End, Remember
Even the best contractors will eventually run into a customer who’s as stubborn as a piece of quartzite. Stay professional, document everything, and keep your sense of humor. After all, the only thing worse than a difficult customer is a difficult customer who wins.
If all else fails, take a deep breath, polish the heck out of that marble, and remind yourself: You’re the stone pro here—and that’s rock solid.
