Dear Eric: We’ve had some improvements done on our home lately, and for each job I would get quotes from two different contractors for comparison. There would be the typical friendly back-and-forth between us and the contractors as we work out the details of their proposals.
My husband and I then go over the quotes and make our selection of contractors. I always follow up with the contractor we do not go with, thanking them for their time and their quote and offering a very short explanation (always politely worded) about why we went with the other contractor (price; lead time; etc.) as I think they would want some feedback as to why they weren’t chosen.
These follow-ups are invariably met with radio silence. I understand that the contractor we did not go with has spent time with us which did not ultimately lead to a sale, which is undoubtedly disappointing for them. But as consumers, my husband and I need to make the best choice of where and how we spend our money, especially on big-ticket home improvements costing thousands of dollars.
Am I wrong to expect any sort of reply from a contractor after declining their quote? If I go into a store and ultimately do not end up buying something, I am 100 percent more likely to return to the store or recommend the store to someone else if I hear “thanks for coming” or “have a good day” as I am leaving. I appreciate their good will. If the contractors we don’t go with would even reply with a stock email saying that they hope they can work with us on a future job, I would definitely consider them again. But being ignored just doesn’t sit right with me. Isn’t at least an acknowledgment of our final communication in order? Or am I expecting too much from a contractor who didn’t get our business?
— Confused homeowner
Dear confused homeowner: Having worked with my share of contractors, I can attest it can be difficult to get and hold their attention sometimes. And I get it — every moment they spend replying to an email or doing a consultation is a moment they’re not billing on a project. It’s a volume game. And it’s different from other sales jobs, like the insurance agent who checks in every year.
So, grant them a little grace, even if this particular touch point is a little short-sighted. It is in their best interest to end the interaction on a good note. You’re paying for craftsmanship and skill, and part of that skill involves good communication. But, if you liked other aspects of their work and wish to hire them in the future, proceed with caution but don’t let this deter you too much.
(Send questions to R. Eric Thomas at eric@askingeric.com or P.O. Box 22474, Philadelphia, PA 19110. Follow him on Instagram and sign up for his weekly newsletter at rericthomas.com.)
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