HouseHome

Jamie,
At the beginning of your project, I had to reschedule our consultation twice. The first time was because my son’s open heart surgery was moved to a later date. The second time was because my father was dying and I needed to be with my family and say goodbye to him. Both of these things, while of course, not your problem, certainly warrant some patience and kindness with our scheduling. Rescheduling your appointments to start your project was not ideal for anyone, but my family comes first. You never communicated that this was such a problem at the time, even though I was transparent as to why I needed to reschedule.

Your other items that point to delay are also unwarranted. I was late to an appointment with you by 25 minutes because when I got about 10 minutes from the office, I had a notification that your tile sample was delivered. To have this for our meeting, I asked if it was okay that I turn around and grab the tile, even if it meant I was late to do so. You agreed.

I admit I was not on my A-game during this season, but employed wonderful people who were helping to not only hold me up personally during this time, but professionally as well. That to say, I absolutely needed extra assistance, and there were a few mistakes on my part, but I moved to resolution quickly and apologized.

I paused on posting your kitchen for sale so we could remedy your disappointment and waited for your response to my email, which was never met with discussion.

When you communicated that you were frustrated with some things, I replied with a full, thoughtful reply not only once again apologizing for the rescheduling, but to ensure you were fully aware of why things might have felt a little different in the beginning of your project. Not once did you express understanding or even common kindness for these two life-changing events, that were occurring at the same time as your project was getting started, and I still delivered a kitchen design with multiple optional changes that you loved so much you couldn’t decide which to choose.

Overall, I will apologize once again for the minor mistakes and rescheduling that needed to take place for a major surgery and death in my family. You are the only client who was not at all understanding and have treated the very legitimate reasons for delays as “excuses” even though I was paused to understand how you wanted to move forward. I even offered feedback on your comments but received only a “Are we going to work together or what?” type of reply and was still trying to determine if we should move forward with your projects, or if you even wanted me to do so when you paid your bill and send me a note saying we were done.

As for the final email I sent you, I accidentally sent it to my assistant instead of you and then resent it once I saw you didn’t get it. My “excuses” as you call them were always honest issues or minor miscommunication, as I am only human. We never resolved your concerns so of course I was not proceeding with the project until that was resolved.

I wish you luck in the future with your project. I understand that you are very happy with our contractor and our designs.

As always, I have kept records of all of our conversations, and am happy to resend them to you as it seems your recollection of how these instances took place is not accurate.