Beyond the Job: Why Fixing Business Relationships Matters More Than Being Right
Introduction
Professionalism Rooted in Humility
The value of resolving conflicts at Crawl Logic
Last week, I found myself in a heated argument with a customer I've known for years.
Someone who's sent multiple jobs our way and been a solid business connection.
Things got ugly - the kind where curse words start flying and you're ready to walk away for good.
But here's the thing about running a business in Nashville: it's not just about fixing crawl spaces.
It's about building and maintaining relationships that last.
Sometimes that means facing tough situations head-on, even when your pride is telling you to walk away.
The Reality of Customer Conflicts
Let me be straight with you - if you're in business long enough, you're going to have conflicts. Even with good customers. Even when you're doing everything right. Emotions run high when people are dealing with their homes and their money. That's just reality.
You might be completely right about the situation. Your work might be perfect. Your process might be solid. But when things get heated, being right isn't what matters most. What matters is how you handle these moments.
I've seen too many contractors burn bridges over disputes that could have been resolved. They let pride get in the way, choose to be "right" instead of reasonable, and end up losing not just that customer, but all the future referrals and projects that could have come their way.
The Choice Point
When you're in that moment - heart racing, anger rising - you've got a choice to make. Do you stick to your guns and potentially lose a valuable business relationship? Or do you take a breath and look at the bigger picture?
With this customer, I chose to meet face-to-face. That's important. It's easy to let things spiral over text messages or phone calls. But sitting down together, looking each other in the eye - that changes the whole dynamic. It reminds you both that you're dealing with a real person, not just a problem.
Making Peace Work
Here's what really fixed things: we both admitted where we went wrong. That's rare in business these days. Everyone's so focused on protecting themselves, proving they're right, that they forget sometimes the strongest move is just saying, "Hey, I could have handled that better."
When you're running a small business like ours - just me, my crew, and my wife - every relationship matters. Sometimes that means being the first one to extend the olive branch, even if you think you're in the right. It's not about winning the argument. It's about keeping the relationship intact.
The Business Impact
Want to know what happened after we made peace? We lined up two new projects together. But it's bigger than just those jobs. We restored trust. Strengthened our connection. Turned what could have been a permanent break into a stronger partnership.
That's real business value. Think about it - this one customer has sent multiple jobs our way over the years. Each of those jobs led to more referrals. That's worth way more than being right in one heated moment. Plus, now he knows we're the kind of company that works through problems instead of running from them.
Stages of growth
Here's what 12 years in this business has taught me: your reputation isn't built on being right all the time. It's built on how you handle the tough moments. When things get heated, when problems come up - that's when people really see what kind of business you're running.
I've always believed in being the same person in business that I am in my personal life. That means being willing to admit when I'm wrong, or even when I'm right but there's a better way forward. It's not just about crawl spaces - it's about being someone people can count on.
The Bigger Picture
In Nashville's contractor community, word gets around. People talk. They remember how you handled tough situations. Did you dig in your heels, or did you work to find solutions? Did you let pride get in the way, or did you put relationships first?
Every time we choose to make peace instead of winning an argument, we're building something bigger than just one job or one customer relationship. We're building a reputation as people who care about doing right by others.
Looking Forward
If you're dealing with a contractor dispute right now, here's my advice: take a breath.
Meet face to face if you can. Remember that sometimes the strongest thing you can do is extend that olive branch first.
And if you're looking for a crawl space contractor who values relationships over being right, who's willing to work through problems instead of walking away - that's exactly how we do business at Crawl Logic.
We're small by choice, focused on building lasting relationships with every customer.
