Customer said my drawer slides felt cheap, fixed it in an afternoon

Had a client in Boise call me out last month on a kitchen install. She ran the drawer in and out a few times and said it felt gritty and loose, like something from a big box store. I was using the same soft-close slides I always used, nothing wrong with them in my book. But she was right, the side mount ones I had just slapped in had too much play side to side. I swapped them out for full extension undermount slides with a better dampener, took me about 3 hours to redo all 12 drawers. Night and day difference, the action is smooth and quiet now. She ended up tipping me an extra $150 on top of the final invoice. Anyone else get nailed on hardware quality that you thought was fine until a customer called it out?

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sage_morgan7529d ago

Man, that stings when a customer catches something you thought was solid. Good on you for not getting defensive and just fixing it though. That takes a certain kind of professionalism most people don't have. It's wild how much better the good hardware feels once you actually compare them side by side. I bet that $150 tip felt pretty sweet after putting in the extra work, even if the first pass was a miss. Glad it worked out in the end, those are the clients who end up sending you referrals for years.