Response from Steve Holden:
When I finished the job in question I asked the customer if he was happy and said to give me a call if there were any problems, he said he was happy and gave me a cheque, as a result I was amazed to see his feedback. I phoned the customer to discuss his feedback, he said I had been untidy and hadn't finished a few things, I offered to go back, he said he would speak to his wife, when I rang the next day he sais he's finished the job and I shouldn't worry about it. My response to specific scores; Reliability: the customer was expecting a 3 day job, I completed it in 3 days, they asked for extra work, I couldn't do it until the next week as I don't let other clients down that I have already made commitments to, I returned the next week. Estimating: I quoted an estimate to hang the door and this is what I charged, the bedroom furniture was quoted on an hourly rate, I charged the rate quoted. Tidiness: I left the cardboard packaging, at no time did the customer ask me to take it away. I always explain that carpentry creates dust and I pride myself on being a tidy worker, the customer was happy for me to cut in the lounge instead of leaving my tools unattended outside the 3rd floor flat, which would have also been more time consuming. Time keeping: No score, I arrived at 8am (sometimes earlier because it suited them) and left at 5pm as arranged. Quality of workmanship: the furniture the customer supplied was budget range, poorly designed and poor quality, I did the best I could with the materials. Value for money: I was not involved with the design stage, at one point I went back to the suppliers in my own time, when I left the customer he was perfectly happy, paid me and thanked me for my work. Quality of overal service: the design of the furniture was dreadful, one door wouldn't even open, I overcame this by suggesting we purchase different hinges, I went to a local ironmongers and brought some, unfortunately they were one short, I offered to go back and fit it w