(Formerly titled “I don’t share those ethics”)

He incurs all the risks, liabilities, and expenses typical of a business owner.  In short, he is heavily invested both up front and on a daily basis. 

He also has a company name and good will he has established through good business dealings with past customers.  He and his family have been doing this, according to his web site, for over 30 years.

That’s a lot of investment, blood, sweat, tears, and sleepless nights over the years and I’ll bet a lot of family time lost and important occasions pushed aside in favor of business priorities.

………………..

I got a recommendation for his services from one of those past satisfied customers, a three time repeat customer in fact, and we used his web site to locate his phone number.

On Saturday, we called the phone for which he pays monthly and told him we’d like to have him sell and install a fairly expensive, by our standards at least, product for us.  The original 1988 garage door, double wide and meeting no code of today, buckled.  Time to replace. 

So he sent out someone to verify what we need and to give an estimate.  Yes, only a few hours later and on a Saturday.

On Monday I spoke with the business owner and we struck a deal. 

In addition, we had a nice conversation.  At the end of the conversation we were open on only one minor detail and agreed on the price within just a few dollars.  I didn’t care which way those few dollars will go and he will order the item I need.  The next day he will call to confirm an installation date, tie up that one minor item, and confirm its effect on the final cost.  Go for it — we have a deal and agree on the method of payment; we can wrap up the minor loose end tomorrow.

Then the installer called.

“Did you talk to him [the business owner]?”

“Yes, he can get what I want and we agreed on a price, so it looks like you’ll be back out here doing the installation in a few days.”

“I can get you a better price and the same [product].”

Hmm.  The installer is screwing his source of work by ripping off his customers.  He incurs no up front and maintenance costs, has established no good will and reputation by sustained toil and fair business dealings, but he’s going to reap all the good things? 

Not from me he isn’t. 

“Well, I already made a deal with him.”

“That’s no problem.  When he calls to finalize it, tell him you want to talk with your wife about it and then call me and tell me the final price.  I can get it for you cheaper.  Same thing.”

This guy is something else.  He wasn’t hinting around.  He was flat out saying it.  He was even repeating it.  Then he was pushing it by actually telling me how to do it – I was getting instructions from him on how to rip off his work source.

I ended the conversation with something noncommittal.  He clearly expected me to call him back, but I had no intention of doing so.  With any luck he’d run into a tree on the way to another job and I’ll not see him again.

The following day, Tuesday, the owner and I tied up that minor loose end and scheduled an installation for Thursday.  Afterward, when the installer had obviously had time to get the call scheduling the installation, sure enough, he called.  I didn’t answer, but listened to his message as he left it on the answering machine.

He didn’t leave a recorded message about being able to screw his source.  Rather, it was an innocent and appropriate message about the installation date.  He can come earlier.  I still didn’t pick up, though coming earlier would have been a good thing.

………………..

It is Thursday and I am waiting for installation to occur.  The installer is supposed to call around 1:00 p.m. to tell me when he will be here.  I fully intend to inform the business owner of his installer’s attempt to use me to cut into the owner’s business.  I don’t appreciate being thought of as one who would operate at the installer’s level. 

I do appreciate, however, what the business owner has been doing every day of his life for thirty years, the same number of years I invested my life, and that of my family, in my past career.  I know the sacrifices and recognize that the payoff sometimes just doesn’t add up. 

In both cases, others have tried hard to undercut our efforts, though in my case not as directly or personally as for the business owner.

I won’t blow the whistle on the installer just yet.  I need to get this job done, and if I were totally pure I’d not let that stop me, but then I admit to fault.  I’ll wait until the installation is complete and will then do what I believe is right.

I don’t even want to see this installer.  The though of him being at my home is not a pleasant one.  But I don’t now how many installers the business owner uses, so I have a decision to make and mine is to delay anything that will interfere with the installation.  I’ll keep quiet for the moment, grit my teeth, and do my best acting job while he’s doing his work at my home.  I’ll also keep a very close eye on him.

………………..

I’ve told this story, as it has unfolded over the past few days, to three friends.  All three have said I’m right in telling the business owner, but all three have also said they don’t think most people would. 

Furthermore, they stated most people would have taken the installer up on his offer.

If that latter part is true, and if I’m not the first person the installer has approached, then the installer has ripped off quite a bit of business from the business owner.

That’s a sad outlook, but looking at this country these days, well, I think my friends are probably correct.

………………..

Friday.

The installation occurred yesterday.  Late yesterday.  The installer finally called at #;10 p.m. and arrived almost an hour later.  I like the door — it seems well made and looks good both inside and out.  The insulation is well done, too.  It makes my old door, vintage 1988, look like pressed sardine cans. 

The installation went quickly, but not without problems.

“They,” those who package the door panels, didn’t include a panel with the weather stripping that goes on the bottom of the door.  Also, no slide locks were included.  I had told the owner that even though I used an electric garage door closer I wanted locks.  When power fails during hurricane season we simply pull the emergency disconnect to the electric closer and use the door manually.  Those locks are the door security.  We also use the manual locks when we are away for a few days.  The owner had said they were included in the price, but none were on the truck for installation.

So, now, a little more than half way through the following day, no call yet from the installer (either today or tomorrow morning was the agreement for the second attempt at a complete installation).  I spoke with both the installer and the owner this morning.  

The owner didn’t have much to say about the weather strip; he said some doors come with the locks and some don’t, but he had several around and would have the installer pick them up, repeating that there would be no charge, though I told him I’d gladly pay for them.

At 7:30 p.m., having received a call from the installer that he would call back after he finished the job he was on and we could have him complete the installation then or the following morning (Day 3), we still hadn’t heard from or seen the installer.  We gave up and went out to supper.

We returned from supper later and at 9:00 p.m. the installer called, asking if we wanted him to come over to finish the installaton.  We told him no, come the following morning.  He said he’d be here at seven.  Got to give him credit — he works long days, apparently six days a week, so he’s a go-getter.

Saturday

Just a few minutes before 7:00 a.m., the finishig touches were being placed on our new door and it was all completed in short time.  The side slide locks were installed, as was the weather strip on the bottom, which changed the position of the door slightly when fully closed.  The stop switch on the automatic door closer was adjusted and a strengthening plate was installed on the center of the door where the automatic door closer was attached.

All in all, I appreciate the attention to detail the installer and his partner showed from start to finish.  They aren’t the ones who packed the door panels, so until the packages were opened they had no way of knowing the panels were packed without all the required items.  I’m still not quite sure if that strengthening plate is an included part of the package, but it does make the center attaching area a lot more sturdy. 

Small things count too, such as bothering to take a paper towel and wipe off a small spot of grease where the top of the door rubbed on the closer rail before it was adjusted.  That spot was on the top and on the back side, virtually invisible under normal circumstances, but he saw it and wiped it.

I’d have the same company install another door for me any day and I’m glad for the recommendation of them.  I’d have the installer back, too, because he and his partner do good work.  However, I believe he’s walking a fine line with his job source, the company owner, and that may be a problem for him.