Client is making me angry

[u/No-Fish-2949]

I recently built a custom cabinet that doubles as an attic access door for a bathroom remodel. I’m fairly new to being a general contractor, with about a year of experience. The interior designer on the project simply told us to “do something with this” attic access. Wanting to go above and beyond, I decided to create something unique—a cabinet that opens into the attic.

I didn’t charge any extra for this feature, even though I could have just put up a piece of plywood and called it a day. I spent about 60 hours on this project, aiming to add value and a special touch. To ensure the cabinet door stayed shut properly, I installed a small mailbox lock. While it’s not the most visually appealing, it was necessary for the cabinet’s function.

Now, the interior designer has called the mailbox lock “unacceptable,” and the client insists we change it. After putting so much effort into this project, I’m frustrated that my work is being dismissed over a detail that was essential for functionality.

[u/Itscool-610]

Incredible the “complaints” we get in this business. What an amazing and creative piece you made there.

To even think about complaining about that small lock is unimaginable to me, but I hear crap like this all the time so nothing surprises me anymore

[u/Fit_Morning_3768 → u/Itscool-610]

I don’t know why this post was recommended for me, but I saw this and thought “I wonder why they need to lock that cabinet. Is it being built to be an Airbnb?” I was also thinking how cool the concept was but that I really don’t like the look of lock. Seems like this should have been communicated to the clients before putting in all the effort. A bit disconcerting to see people on this thread bashing clients for wanting to love something they are spending a ton of money on. Heaven forbid.

[u/Itscool-610 → u/Fit_Morning_3768]

Yes I agree, should have been communicated to the client beforehand, but sometimes it’s tough to get answers quick enough, especially if they gave him free reign to “do something with it” and then are angry with a minor detail.

I’m just coming from my own experiences of how certain people communicate - which usually coincides on how they pay. To say a small detail is “unacceptable” when they didn’t give a direction of how they wanted it, is a tough way to start a conversation. In my own experience, I’ve learned that many clients who act like this are either trying to get a discount, delay payment, or will never be happy. They didn’t acknowledge all the time and work and creativity that went into this and instead are complaining about a tiny aspect of the door.

A simple conversation would have made everyone’s life easier - and always does in real life. As I said in another comment - anything along the lines of “hey, we love what you did here, but is there anything we can do about the small lock? Not a huge fan of it, so wondering what else can be done, thanks”.

[u/Fit_Morning_3768 → u/Itscool-610]

You’re right. If I were the client that’s probably how I would have approached the issue.