The Two Types of Customers
The Two Types of Customers (And the Tool Most Contractors Ignore)

Hey there. It’s been a little while since I last wrote. Life has a funny way of stealing your time and giving you wrinkles in exchange. I’m not complaining, though… wrinkles equal wisdom.
Work has been full – new opportunities, old opportunities that need attention, customer repairs, and the daily waves we tread in the trades. And in the middle of it all, I’ve been thinking about something I’ve known for a long time:
There are generally two types of customers.
The first is detail-oriented. They know what they want, or at least they know they want quality. They respect craftsmanship. They make decisions in a reasonable timeframe. They understand that value and price are not the same thing.
The second type struggles to decide, focuses almost exclusively on price, and can turn every step of the process into a negotiation. They ask endless questions but resist clear answers. If they were on the Titanic while it was sinking, they’d debate lifeboat colors while asking if a blue one could be brought up from below deck.
We’ve all worked with both.
Here’s the hard truth:
When a contractor repeatedly takes on projects where the customer squeezes every dollar, changes direction constantly, nitpicks every detail, and makes impossible demands, it slowly drains something important.
- Ambition
- Pride
- The drive to deliver excellence.
You start showing up a little later. You cut a corner you normally wouldn’t. You lose some of the fire that made you start the business in the first place.
I’ve seen situations like that push good entrepreneurs to close their doors and go work for someone else.
So the obvious lesson would be: identify the wrong customers quickly and walk away.
And yes – that matters.
In the words of Chris Voss, a man who has deeply influenced how I approach sales and negotiation:
“It’s not a sin to not get a deal. It’s a sin to take a long time to not get a deal.”
The faster you can identify whether someone is a fit, the better. But here’s where most contractors miss something important. The real tool isn’t just discernment.
It’s empathy.
I know. That word can sound a little soft in a world of steel, glass, and concrete. Thirty years ago, I probably would have laughed at it myself.
But empathy isn’t sympathy.
Sympathy is feeling sorry for someone.
Empathy is understanding them.
It’s putting yourself on their side of the table. Seeing the project through their fears, expectations, and past experiences. Understanding that sometimes what looks like “difficult” is really uncertainty. Or a bad experience with a previous contractor. Or simply someone who doesn’t know how to articulate what they want.
When you slow down and ask intentional questions – and actually listen.. you uncover what’s driving their behavior.
“It sounds like you’re concerned about making the wrong decision.”
“It seems like you’ve had a bad experience before.”
“It looks like budget is important, but quality still matters to you.”
When a customer hears that, they know you didn’t just hear them.
You listened.
Empathy builds trust.
Trust builds contracts.
And here’s something even more important:
Even the hardest customers can become your biggest advocates.
I’ve seen abrasive, skeptical, price-driven customers turn into referral sources, not because we gave them the lowest number, but because we handled them with professionalism and respect when they were at their most difficult.
Sometimes people change.
Maybe they go through a life-altering experience.
Maybe they mature.
Maybe they simply encounter enough poor service elsewhere that they finally recognize what integrity looks like.
And when they remember how you handled them – patiently, calmly, without ego.. you’re the one they call.
Or the one they recommend.
Not every difficult customer should be taken on. Discernment still matters. Some projects truly are best avoided.
But how you handle people.. even when you walk away – leaves an impression.
In this business, reputation compounds.
The contractor who listens, asks thoughtful questions, and keeps his composure under pressure is the one who builds something sustainable.
So if I had to simplify everything I’ve learned into one sentence, it would be this:
Listen carefully.
Ask better questions.
See the mountain from their side before you decide whether to climb it together.
Wrinkles may come with time.
But wisdom comes from learning which battles to fight and how to treat people along the way.



















