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Showerthought: the soot stain on Mrs. Patterson's ceiling in Cleveland was my fault, not the boiler's
I was doing a routine sweep on a 1920s house on West 58th three days ago and told her the dark ring around the flue pipe was leftover creosote from the old owners. Came back today with my camera and found a hairline crack in the clay liner right where I'd skipped the top 6 inches of brushing because the ladder felt sketchy, so I quoted her $850 for a reline I caused. How do you all handle telling a customer you missed something on the first visit?
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umaadams5d ago
Heard a chimney guy on a podcast say he always eats the cost when he misses something, says it builds trust and word of mouth beats the $850 anyway. Tell her straight that you found the crack on the second look and you'll fix what you missed for free.
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