You quoted the job. The customer said yes. Then the supplier tells you the color is a three-week special order. Now you have to call the customer and explain, and they're upset, because nobody said anything about weeks.
That call can be avoided with one line on the quote.
Check before you quote
If the color or trim isn't something you or the supplier keep on hand, call the supplier before you send the price. Ask:
- Is it in stock?
- If not, how long to order?
- Is it still made, or is it a discontinued color they'd have to find?
Put it in writing
Add a line to the quote:
> "Material for this job is a special order. Supplier estimates 2 to 3 weeks. I'll schedule the repair as soon as it arrives and let you know if anything changes."
Now the customer knows. If it comes early, you look great. If it's late, they were warned.
Hold the house in the meantime
If the damage is letting water in, don't leave it open for three weeks. Do a temporary fix: a piece of wrap, a panel in a close color, or a tarp. Charge for it, tell them it's temporary, and come back for the real repair.
Deposits
For special orders, many repair guys take a deposit to cover the material, since a discontinued or custom piece may not be returnable. Tell the customer that up front too.
When it drags on
If the supplier misses the date, call the customer before they call you. A two-line text ("Supplier pushed the order back a week. I'll call the day it comes in.") keeps their trust.
The bigger lesson
Customers rarely get angry about waiting. They get angry about surprises. See the quote that includes rot and where to buy siding for small repairs.
Inside Siding Pro Academy, members share how they handle special orders and deposits.
