When Everything Doesn’t Go Perfect (and the sky falls) Part II

To refresh your memory a bit, we had a client recently email us a letter outlining some of his challenge in getting his building project going.

Read yesterday’s blog for Part I of this client’s challenges with his building project.

Nothing but problems seemingly is a fairly global statement. However we do take your comments very seriously and always begin with the assumption we did something wrong.

Materials not delivered per plan – unbeknownst to us our lumber supplier upgraded some of your pressure preservative treated columns from 4×6 to 6×6, at no additional cost to you. Yes, this results in needing 2×8 dimensional lumber for your 12′ x 14′ overhead door. Your online login on our website allows you (and any of our clients) to quickly and easily report any discrepancies in materials between what was ordered and what was received. In investigation, I see you have successfully utilized this system twice with materials being promptly provided. I do not see a record of reporting a difference in column size between what was on your plans and what was received. You will not have to invest in any additional 2×8, as Justine (whom you have been dealing with via both phone and email) will see to it you are taken care of.

The 2×6 flat spacer between the shed rafters is merely there to provide backing for any roof screws which will happen to fall within this area, and as such it is only important for them to be nailed tightly in alignment with any purlin rows. If the columns do indeed measure greater than 5-1/2″, and small gaps between the spacer and the rafters occurring at the top and bottom of the rafter appear to be overly unsightly to you, the rafters could be notched into the columns slightly. Any gaps will not negatively affect the structural performance of your building.

Conversely, the spacers could be cut to the dimension of the columns, and placed as blocking directly in alignment with the rows of purlins.

I did inquire of Justine as to your reported delivery concerns, as well as verified the information provided by her from the rather copious notes in your record. Here is what was reported:

“The only same form client has probably received is the automated one which advises “your material deliveries are set up”  And he has never been told he had to take deliveries if they called 24 hours in advance other than the steel and the lumber.  Reason being is the steel is on a route truck and the lumber leaves from Colorado (side bar from me here – we use only kiln dried lumber in our buildings, which is near impossible to acquire in client’s state) .  But I told him when it would be leaving which was several days prior and the driver would call once loaded to set up with him directly.  And they did.  I also emailed him letting him know 24 hours prior as to when he wanted to deliver.  The only issue was the driver didn’t inform him when he ran behind an hour and half.

I also did inform client previously he would need to off load the lumber as it comes on a flat bed.  I emailed Client on June 30 around 1pm, “the driver was loading his lumber up and was looking at late tomorrow afternoon.  And if this would work out for him to off load the lumber.  If it didn’t I could put it out a bit if it works better.”

“He didn’t respond until 5pm that day and said he got a call asking for an 8am delivery.  And that he approved it this time and He understands he needs a forklift.  He would be ready.”

He wanted materials staged in a certain order with specific dates, and I told him though I request certain dates and order they don’t always happen in order because of each vendors separate schedules and availability.   I had gone over the process of deliveries with him over the phone and via email May 12, May 17 and June 17.

Steel did give a 24 hour prior notice and did arrive the week prior, as the requested load date on our order form was for the 19th.  I am not sure why they sent sooner.  Though I told him on the 17th of May I would request each vendor to give at least 48 hour notice.  As well on the same email I advised him “Time frames, if the vendor calls you and doesn’t give enough notice or doesn’t work in your schedule let them know and often times they can move things around to help accommodate this.”

Please keep in mind, we are an internet business. We are able to keep costs low by utilizing technology for communication as often as possible. This assures every client of their messages being clearly understood. An individual login affords each client the opportunity to be able to report damaged, missing or otherwise different items being delivered than expected. It also allows a client the ability to request (via email) unlimited free technical support seven days a week.

In the Terms and Agreements which govern your building kit package investment and which you agreed to: “This is an INTERNET PURCHASE and, as such, any and all communications after purchase will be available to Purchaser ONLY via log-in at Seller’s website. Handling and/or service charges apply to forms of communication other than via log-in to Seller’s website, at current staff rates. Seller may contact Purchaser from time to time regarding this transaction.”

By the notes in your record, it does appear you have had numerous phone conversations with Justine, who is the person who responsible for your order fulfillment. As a courtesy you have not been invoiced for any handling and/or service charges for these calls.

If the salesman has indeed forgotten you, it is because it is his mission to assist you through the design phases of your building. Once you have made your investment, we have a skilled team of persons who do nothing but see your materials arrive in a complete and intact fashion. Involvement of your salesperson would only insert another person into the mix, who does not have the answers you are seeking. This could effectively delay communication and deliveries even further.

In the event I have failed to address any of your concerns, please do not hesitate to contact me directly.

Again, I appreciate the time taken by each and every client to assist us in improving the one thing most clients’ complaints seem to boil down to: communication. We constantly strive to change things to ensure every client has a smooth and happy pole building experience. One thing I do know from my past history of thousands of buildings, once the building is up and solving the client’s problem, he, and we, are once again in Happyland. There is nothing like a completed beautiful building to make the challenges of a large project drift into the distant past.