Don’t Take It Personally

I received a question from a subscriber yesterday where they provided an example of something a property manager did that made them feel disrespected. They wanted to know how I would approach the situation and what wording I would use to nip it in the bud. I approach this problem from a business standpoint, because there is a difference between being a business or being a person. Outside of work, I’m a person and I only interact with people who bring value to my life. Inside of the business I’m no longer a person, I’m a business owner. HOWEVER, everybody deserves respect assuming they haven’t done something to deserve a lack of respect, so you have to draw your lines in the sand wherever you think is the appropriate place. In this example, the property manager said they would call them back after they finished a phone call and then didn’t call them back, twice. Now, I’m insanely busy and I routinely forget dozens of things that I meant to do all the time so I understand that a property manager may just be extremely busy and I don’t feel disrespected when they forget to call back. Also…I almost never call them and I almost never ask them to call me. The only time we should be on the phone is to discuss an urgent issue that must be resolved immediately. In that situation I’ll just keep calling back until they take my call. About 99% of my communications are in writing so that they can answer at their convenience. If they choose not to write back then I just send a reminder message. If they still don’t write back, then their job goes on hold until they do. So, in summary, don’t take it personally. If your clients are good clients who keep your business full of work then don’t worry about how they feel about you personally. If they’re bad clients, then find new ones and don’t drop the current client until your new client keeps you so busy that you don’t have time to keep up with both.

Don’t Get Caught Without Insurance

I just released a video about insurance today. Every property management company (with very few exceptions) will require you to carry business insurance so it’s mandatory in this industry. Home owners as well are very likely to ask if you’re insured. Moreover…YOU NEED INSURANCE. All you need is for a shutoff valve that you installed under the sink to fail and you will immediately be on the hook for thousands or tens of thousands of dollars in damages. Just that one tiny mistake can destroy everything you’ve worked for. At any point in time I have dozens of y’all emailing me personally almost daily as you’re getting your business set up and one of the most common questions is “who do you get your insurance through”. The answer to that question is that I get my insurance through a company called “NEXT”. “Next” is an insurance company that specializes in insuring small businesses, especially in the trades. There are cheaper alternatives that are likely to not pay out when it’s time, and there are more expensive alternatives for businesses that are larger and have more complex operations, but Next is well suited for what we’re all trying to accomplish here. I’ve been with them for almost 3 years without any issues and most of the other tradesmen that I network with are also insured through the same company. I’ll provide a link here to go get a free quote. In less than 10 minutes you can be fully insured for an extremely reasonable price. I suggest you get a quote here https://nextinsurance.sjv.io/PyVJGN and if you have time, get a few others to compare. Just remember that cheaper often means less service and less likelihood that they will pay. Pay attention to reviews online for these companies if you’re not sure.

Pro Tip - Use Zillow To Search For Rentals, And That Will Lead You To Potential Property Management Clients

Online Booking

So Jobber has a new feature where you can set your calendar availability and set which jobs are available for online booking, and have potential clients book you directly. This form is also apparently available as a shareable link and also as a form that can be embedded directly in your website. I have not tried out this feature because my schedule is already full and I don’t need more people booking up my few remaining available hours. However, if you’re in a position where you would love to have people book you directly then this may be a feature to try out. I would really appreciate any feedback y’all have if you have used this or if you decide to give it a try so that I can relay that information on to the rest of the Bulletproof Handymen here. If you’re not already using Jobber you can get a free 14 day trial here along with an exclusive discount of 20% off for the first 6 months. https://go.getjobber.com/bulletproofhandyman Please do let me know if this booking feature is working out well.

AI…Again…I’m Gonna Beat This Dead Horse

Hi ChatGPT, today you are going to pretend to be the owner of the most professional handyman business the world has ever seen. You have a client who has requested that you perform some substandard repairs in order to hide some wood rot so that the owner can sell the house. Please write an email to the client explaining why you, as a professional, cannot ethically agree to perform substandard repairs to hide wood rot.

ChatGPT

Subject: Addressing Your Request for Wood Rot Repairs

Dear [Client's Name],

I hope this message finds you well. First and foremost, I want to express my gratitude for considering [Handyman Business Name] for your home repair needs. It's always our primary goal to provide top-tier service that ensures the safety and satisfaction of our clients.

I've carefully reviewed your request regarding the wood rot repairs. As the owner of [Handyman Business Name] and a committed professional in the industry, I must emphasize the importance of both ethical and quality standards in every task we undertake.

Concealing wood rot with substandard repairs poses significant risks:

1. Safety Concerns: Wood rot compromises the structural integrity of the affected area. By hiding it, future homeowners might face dangerous situations, especially if the rot continues to spread.

2. Financial Implications: Down the line, the concealed damage could lead to even more extensive and costly repairs. It's not only a disservice to potential buyers but could also result in legal implications for both the seller and the repairer.

3. Our Reputation: Over the years, we've worked diligently to build a reputation of trust, quality, and transparency. Engaging in unethical practices undermines the values we stand for and affects our relationship with our community and clients.

I genuinely understand that selling a house can come with its set of challenges. However, I believe that the right course of action is to address the wood rot properly, ensuring that the house is safe and free of issues that could be detrimental in the future. If you're interested, I would be more than happy to provide a comprehensive quote for a professional and thorough repair of the affected areas. This way, you can be assured of the safety, longevity, and quality of the repair, and potential buyers can purchase with confidence.

Thank you for understanding our position on this matter. We're here to assist in any way that aligns with best practices and ensures the safety and satisfaction of all parties involved.

Warm regards,

[Your Name] Owner, [Handyman Business Name] [Contact Information]

Schedule “Windows” For Arrival And Completion

In order to cover your own ass, try to schedule arrival windows instead of arrival times. When you schedule a 9am appointment and arrive at 8:45 only to find a no-show situation, you now have to sit around for 15 minutes until 9am before leaving and charging for a missed appointment. If you arrive at 9:15 and nobody is home, they can claim they were home at 9am and that they left when you didn’t show up. Scheduling windows allows you to have the flexibility to arrive a little sooner or later than you intend, and it still holds the tenant to a time frame that allows you to charge for a missed appointment when they don’t show up. Furthermore, make sure that they are aware that the arrival window is just that, a window for ARRIVAL. You will also need to give them a window of time to complete the task. For example my texts would look something like this:

Hi, This is Ray Duke with Bulletproof Handyman Services. We have received a work order from AAA Property Management Company for some repairs to your kitchen sink. Our next availability would be this coming Wednesday, 8/16/2023, for arrival between 9am and 10am. This task usually takes approximately 1 hour to 3 hours to complete. Can anyone be home during that time frame for us to complete this work order? Thanks! Ray Duke

Now, if they agree to this appointment and are not home and available for you to begin work any time between 9am and 10am then you can charge a missed appointment fee, and if they decide one hour into the job that they need to leave then you can schedule a second trip and invoice appropriately for having to make two trips for a simple job because you have the tenant agreeing on record that they will make themselves available for the entire duration of time that you requested. Missed trip fees almost never happen, but it’s not your job to absorb the lost billable hours due to a tenant not following through with their agreement.

Pro Tip - The 2×4 Diagonal Support For A Wooden Gate Goes From The Bottom Hinge To The Top Corner With The Latch. A Turnbukle Goes From The Top Hinge To The Bottom Corner Beneath The Latch

Passing Time Between Jobs

Often we are too fast at knocking out the work and we find ourselves in a position where we can’t start the next job for another hour or more and home is too far away to be worth driving to just to turn right back around to head to the job. Here’s a list of ways that I pass the time between those jobs.

1. Admin work on my phone or laptop, often at park near the next job.

2. Home Depot trip to refresh inventory.

3. Find some shade and clean out the truck or van.

4. Check out a nearby supply house, electrical, plumbing, metal works, etc…

5. Check your jobs for any vacant places that need estimates submitted.

6. Check your jobs for any nearby exterior jobs where the tenant might let you show up without them home to knock out an easy task.

7. Stop and pick up your wife or significant other a card and a small special gift. You’re always working and sometimes that means she doesn’t get the attention she deserves. She’ll probably cry. Try not to laugh when she does.

8. Look up property management companies nearby. If you don’t already have a few PM’s, now is a great time to stop in and introduce yourself. Hopefully you have some packages on hand in the truck ready to hand out.

9. Check your oil, transmission fluid, etc… and get topped off. If you’re busy like me this doesn’t happen often enough. Down time between jobs is the perfect time.

10. Keep a fishing pole with you at all times and find a nearby body of water and cast a line out a few times. I haven’t done this lately but I used to actually use that down time to get in 10 or 20 minutes of fishing here and there. I think I’ll load up my pole tonight and get back into that.

8,000 Subscribers!

As I type this, we’re at 7,997 Subscribers, which means we’ll pass 8,000 today in a few minutes! A huge thank you to everyone who supports this channel. I sincerely love doing what I do here and I honestly couldn’t do it without all of the amazing engagement from all of y’all. You’re the best!