We take great pains to make sure we remove items the client wants taken away and nothing else. I warn clients on large jobs that I may ask about particular items more than once to make sure of this. We’ve only removed 3 things that the client wanted to keep since starting our business in 2003, and only then because at least one member of the family had told us to take it.  

Once, we were loading up my truck when the client’s husband barreled out the door to confront my crew about an item that was missing. It was a family heirloom! His grandfather brought it over from the old country on the Mayflower! (Or grandmother, or aunt, or on the Nina, Pinta or Santa Maria, depending on what part of the story he told). He was certain we had snatched it, knowing it was valuable. How could we think we could get away with this? He demanded that we return it, and not just that – he wouldn’t pay a red cent for this job! What did I think about that?!

I looked at him for a moment and then turned to his wife. She explained that she had moved that particular item to the bedroom after I had informed her that it may have some real value.

We locked eyes. I said nothing. He said nothing. Then he stormed off. I didn’t see him again until we finished the job, when he rushed out and paid a very generous tip to the crew. To me, that was sweeter than an apology.