How long to wait for a materials delivery contractor to return a call?

[BWR1953]

I'm in the middle of a driveway project and have had a couple of loads of dirt delivered in the past several weeks. But now I'm ready to really start cranking up and getting several loads at a time in a short period.

I've called or texted several delivery companies but they sometimes don't get back to me in what I consider a reasonable time. I.E., by close of business on the day I call if I call them in the morning.

I've had one who said he was backing into a job site and would call me back but he never did.

Others haven't replied within one, two or even three days. Then they'll suddenly call and say that they can arrive in an hour or the next morning.

Inconsistency is not my friend, especially since there other things going on in my life and I want to be able to attend to them without waiting around for a contractor.

How long should I wait before giving up on one and trying to get a different delivery company?

Is there some kind of etiquette or protocol?

 

[dingbat]

I'm in the middle of a driveway project and have had a couple of loads of dirt delivered in the past several weeks. But now I'm ready to really start cranking up and getting several loads at a time in a short period.

I've called or texted several delivery companies but they sometimes don't get back to me in what I consider a reasonable time. I.E., by close of business on the day I call if I call them in the morning.

I've had one who said he was backing into a job site and would call me back but he never did.

Others haven't replied within one, two or even three days. Then they'll suddenly call and say that they can arrive in an hour or the next morning.

Inconsistency is not my friend, especially since there other things going on in my life and I want to be able to attend to them without waiting around for a contractor.

How long should I wait before giving up on one and trying to get a different delivery company?

Is there some kind of etiquette or protocol?

Been a PMP since 1995. Can't be bashful or "understanding" in the job or you will not be around for long.

The first thing I do with any new contractor is to convey your expectations for the project. If you don't set the expectation, don't expect them to follow along with your game plan. They are free to do as they like.

If that truck full of gravel didn't arrive at the agreed upon time and place, I call immediately. If they don't return my call within a reasonable time (according to the expectations I set forth), I call another supplier.

Call.......texting it the lazy, easy way out. Your being lazy = supplier will be lazy too.

 

[gm280]

If you are not getting replies in a 24 hour period, they obviously have more work then they can handle. And you can expect that same type sluggish results if you do business with them. When times are tough, then they are Johnny-on-the-spot. But we are in a time when contracting work is overwhelming, presently. So they pick and chose where and who they can get the best return for their time. It is always economically driven. JMHO

 

[BWR1953]

If you are not getting replies in a 24 hour period, they obviously have more work then they can handle. And you can expect that same type sluggish results if you do business with them. When times are tough, then they are Johnny-on-the-spot. But we are in a time when contracting work is overwhelming, presently. So they pick and chose where and who they can get the best return for their time. It is always economically driven. JMHO

Yup. Bidness driven. But a text saying that they're swamped and have X amount of days lead time would be nice.

One asphalt guy I know has a 2-week lead time and another one has a 3-month lead time!

I got a call from one guy this evening, then a text from the other. They're both going to be here tomorrow! Uh-oh.

I actually prefer the guy who will text with me. I can give him all the info in writing, including a link or pic of a map for directions.

And since I'm seriously speech disabled, it's much easier for me. Right now I'm about 99% mute. It's not only painful for me to talk on the phone or otherwise, it's nearly impossible for people to understand me on the phone. Meet in person wearing masks? Fuhgeddaboutit.

 

[Sprig]

Unfortunately many people in the construction industry have no concept of customer service or good business practices. If I have to leave a message I tell them to call me back today. If I don’t hear from by the next morning I move on to someone else. If they are going to be late with a delivery I expect a phone call advising me. I always tell them what I expect from them and make sure they understand. My time is valuable, I don’t allow them to waste it. I know this sounds a little harsh but I have had a lot of experience with people in the construction industry and have been (blanked) over a few times.

 

[BWR1953]

Unfortunately many people in the construction industry have no concept of customer service or good business practices. If I have to leave a message I tell them to call me back today. If I don’t hear from by the next morning I move on to someone else. If they are going to be late with a delivery I expect a phone call advising me. I always tell them what I expect from them and make sure they understand. My time is valuable, I don’t allow them to waste it. I know this sounds a little harsh but I have had a lot of experience with people in the construction industry and have been (blanked) over a few times.

Yeah, I'm learning about that.

I'm not one of those anachronistic Neanderthals who doesn't know how to use a phone for anything but talking and taking notes with a pen and paper. I like putting stuff in writing anyway. Maybe that's why some guys don't like texting.

 

[Sprig]

Yeah, I'm learning about that.

I'm not one of those anachronistic Neanderthals who doesn't know how to use a phone for anything but talking and taking notes with a pen and paper. I like putting stuff in writing anyway. Maybe that's why some guys don't like texting.

I concur with you, having stuff in writing (or text) is the best. There’s then no misunderstanding, there’s no I said or you said. When ever possible in business situations getting things in writing is the best and avoids problems and frustration.

 

[aspeck]

I guess it all depends on the relationship you have with the provider. I have a guy who I trust so much, he is almost like family. His bills are always late coming and way too low (I generally pay him more than I am billed because I understand who much it costs to move his equipment). That said, I am as flexible as possible with his schedule, but when it absolutely has to be done by a certain time, he knows it and does his hardest to accomodate.

Now, he gets away with stuff I wouldn't let someone else get away with. I think the biggest thing is to make sure your expectations are well spelled out before the project starts (like the first phone call). That is good practice no matter who you are dealing with ... construction, sales, etc. Hold them to the expectation or move on to the next guy. But before you get too hard core about something, make sure your expectations are realistic. For example, we needed river stone for some landscaping. We wanted it by the end of the week. While checking prices we learned that COVID has set back the supply of river stone in this area (don't ask me why, but it had) and it was generally taking 2-4 weeks for delivery. So when we asked our guy when it could be gotten he asked if he could make a call first. He called us right back and said, it will cost you $1200 for a triaxle load and you can have it in 8 hours, or 4 weeks. But I have to know right now because someone canceled at my supplier. We had it in 8 hours.

 

[BWR1953]

Well, we had conflict, but also resolution, at the gate this morning.

Both delivery companies showed up at exactly the same time at 0740 this morning. Ugh. I wasn't even alive yet.

The guy in blue (from company #2) was upset and asked me why I had 2 companies come. I flat out told him it's because they don't keep in touch. I explained to him that when I talk with a scheduler and he says he'll call me back in 1/2 hour or by end of day, that I expect to receive that call or text. If I don't hear back, I move on to another company.

His reply was that his company doesn't work that way. He says that once they have my information that they "just show up," apparently at their convenience. I told him "If you don't want to do business with me, that's fine." So, I won't be using that company again. I don't want a company showing up when they feel like it, or when I'm not home and then just dump wherever they wish. And maybe do damage to my property and deny it later. Nope. Not gonna happen.

So, Company #2 is finished in my mind. Guy in blue wasn't happy but I let him dump one load. That'll be the only one.


Company #1 coming down the driveway, #2 waiting to get out.


Company #2 driver said that my driveway was too soft, so he couldn't go all the way back to where I needed the dirt placed. Not good.


The original plan was to have the trucks back over to the primary dump area, but that didn't happen. That means a lot more work for me. It'll take me a couple days to move that much dirt with my little tractor. Neither driver was happy about the delay.


The bottom line in my case is that I am just now establishing a relationship with Company #1 and told the owner that I'd deal exclusively with him going forward. Told him that I need at least 2 more loads of dirt and between 4 and 5 loads of road base. He's okay with that and once I get these two piles moved, I'll get back in touch to order more.

 

[BWR1953]

I guess it all depends on the relationship you have with the provider. I have a guy who I trust so much, he is almost like family. His bills are always late coming and way too low (I generally pay him more than I am billed because I understand who much it costs to move his equipment). That said, I am as flexible as possible with his schedule, but when it absolutely has to be done by a certain time, he knows it and does his hardest to accomodate.

Now, he gets away with stuff I wouldn't let someone else get away with. I think the biggest thing is to make sure your expectations are well spelled out before the project starts (like the first phone call). That is good practice no matter who you are dealing with ... construction, sales, etc. Hold them to the expectation or move on to the next guy. But before you get too hard core about something, make sure your expectations are realistic. For example, we needed river stone for some landscaping. We wanted it by the end of the week. While checking prices we learned that COVID has set back the supply of river stone in this area (don't ask me why, but it had) and it was generally taking 2-4 weeks for delivery. So when we asked our guy when it could be gotten he asked if he could make a call first. He called us right back and said, it will cost you $1200 for a triaxle load and you can have it in 8 hours, or 4 weeks. But I have to know right now because someone canceled at my supplier. We had it in 8 hours.

Wellsir, my only relationship was as a new customer. That seems to be changing now with Company #1. Time will tell.

The Company #2 guy told me that he wasn't able to deliver the load the way I wanted it, even if the soil would have been firm enough.

Next!

 

[matt167]

I'm very lucky to be friends with a do- all company and they can haul any product I need. See the owner or his employee every week at my work.. Couple days lead time usually, put wherever I want it.. The funny thing about it is, they are primarily a septic service, but end up hauling material, doing odd jobs and even repairing tractors.

 

[BWR1953]

I'm very lucky to be friends with a do- all company and they can haul any product I need. See the owner or his employee every week at my work.. Couple days lead time usually, put wherever I want it.. The funny thing about it is, they are primarily a septic service, but end up hauling material, doing odd jobs and even repairing tractors.

Nice.

I texted Company #1 this morning and set up 2 more loads to be delivered on Monday. The owner was very cooperative.

So, we have the weekend to get other things done on our project. Still much to do! This afternoon I bought 4 sprinklers so that I can wet down the sand driveway and stiffen it up before the big trucks arrive. Hopefully, they'll be able to get closer to the work area this time.

 

[sphelps]

Is there no way to go around the other side of the house to get closer ?

 

[BWR1953]

Is there no way to go around the other side of the house to get closer ?

Unfortunately, yes and no.

There's plenty of room to maneuver around the house, but the "soil" here is just sugar sand with a little grass on top. It's like driving on a beach. Those 70,000 pound trucks get stuck in the soft stuff.

These pix are from when I was having the garage pad installed 5 years ago. Stuck trucks removed by big loader!