What Does the Customer’s Piece of The Etiquette Puzzle Look Like?

March 1, 2019 by Mark Eastman

You Have A Responsibility in This Process Too

The last two Weekly Solutions have been about the missing pieces of the etiquette puzzle, mostly from a business perspective. Today we are going to look at the customer’s responsibility in this.

The customer’s piece isn’t much different from that of the contractor’s.

Customer etiquette to the contractor:

Clear vision of the finished project –

Know what you want. This is less about the specifics and more about what you hope to accomplish with the project. A good contractor will guide you through the process of turning your dream into a reality, but you need to know what that dream is.

Clear communication –

All good relationships require input from everyone. This starts with clear communication. Be as clear as possible when you share your vision with your contractor. Find pictures of ideas, designs, finishes, color, etc. that you like and share them with your contractor.

Ask questions –

If you don’t understand something about the project, ask. This is part of the communication process. Contractors aren’t mind readers. Because they do this work daily, they forget that the customer doesn’t. This can lead to unspoken assumptions by both parties.

Share any specific requests –

If there are things that the contractor needs to be aware of while working on your project, i.e. parking, doors to use, thermostat settings, pet arrangements, etc. let your contractor know.

Have the job site ready for work to begin –

Unless the agreement with your contractor includes moving furniture, decorations, etc. you should have this done before the crews show up to start work.

Treat the contractor the way you want to be treated –

Just because you hired your contractor to do the work doesn’t mean they are machines or slaves. They are people just like you. Treat them with the respect that they deserve.

Last week I shared Stefaney Rants’ blog post, Construction Etiquette. In it she points out customer’s etiquette to neighbors.

Inform your neighbors of what is being done and when. Give them a week’s notice (which is realistic since construction schedules are often hard to nail down) in the form of a letter or informing them in person.
Let them know what portion of the property/house is having work done so the neighbors can prepare themselves. They might need to move their outdoor furniture because of traveling sawdust or can’t leave their pets outside with the loud noise from the equipment.
Reassure them their parking spots won’t be blocked if possible and their landscaping won’t be trampled. It’s also a good idea to suggest they park their cars in their garage in case debris flies around.
Offer to give them a tour when the construction is completed. Everyone loves a good before/after reveal!

I’d never thought about this. It makes sense, this is the way that I would like to be treated if I were your neighbor.

As a contractor I hadn’t thought much about the customer’s responsibility in this. I have always approached etiquette as it being my duty. It makes sense that we each approach things from our own point of view. Problems arise when we forget to consider other’s ideas, wishes and dreams.

A Missing Piece of The Puzzle

February 28, 2019February 22, 2019 by Mark Eastman

What Ever Happened to Contractor Etiquette?

Last week I wrote about etiquette after a friend had a plumber spit tobacco juice in her sink while they were talking. The lack of professional conduct (especially in the building industry) baffles me. As I have been considering this topic it’s become apparent to me that this piece of the professional puzzle is missing and needs to be found.

Where has this important piece of the business relationship puzzle gone?

It’s easy to find, but hard to put in place. This puzzle piece is right here in each of us. The problem is the unawareness that it’s even missing. We’ve become so busy in this fast paced, need to get things done life, that we’ve become self-centered. Not necessarily in an intentional knocking people out of my way selfishness. Its more production focused rather than people focused. As I think back on situations that I’ve witness or heard of, it is apparent that this problem needs attention. Whether it’s –

Standing in a customer’s upholstered chair using it for a ladder
Leaving an electric circuit turned off over a weekend which had a customer’s freezer plugged in to it
Laying down after lunch and taking a nap on a customer’s couch
Throwing food trash in the void behind a stone veneer and leaving it or
Spitting tobacco juice in a sink

As professionals it is up to us to do something about this.

So, what are we going to do?

The first thing is to be aware of the problem. If we ignore it, it won’t go away, it will continue to get worse. This means that we need to hold each other accountable for our actions. As professionals, if we see something unacceptable being done, we need to call each other out with respect and in private. This isn’t about public humiliation. It’s about raising the bar. The difficult thing is my acceptable behavior and yours may be different. That’s why we need to find a reasonable standard.

Here’s a good place to start –

GOLDEN RULES FOR CONSTRUCTION CONTRACTORS

If you open it, close it.
If you turn it on, turn it off.
If you unlock it, lock it up.
If you break it, admit it.
If you can’t fix it, call in someone who can.
If you borrow it, return it.
If you value it, take care of it.
If you make a mess clean it up.
If you move it, put it back.
If it belongs to someone else and you want to use it, get permission.
If you don’t know how to operate it, leave it alone.
If it’s none of your business, stay out of it.
If it will brighten someone’s day, say it.
If it will tarnish someone’s reputation, keep it to yourself.

Okay…so these are the same as the Golden Rules for Living in last week’s post. If they make sense for life, they make sense for business.

In my research I came across a Construction Etiquette blog post by Stefaney Rants. She points out some specific etiquette for the contractor to the customer.

Return calls, send contracts in advance, sign papers in a timely manner.
Be on time! If you are going to be late, call the home owner.
Keep the job site “clean”. Have the crew pick up their lunch trash and water bottles. Ask the home owner for recycling bins. Dust will be expected, but use a plastic tarp if possible to contain the dust and/or clean some areas if it gets out of hand, like on the home owners grill for example.
Be aware of landscaping. Don’t park on flower beds or other plants.
If something breaks, let the home owner know! You want to keep a good reputation and the home owner will definitely tell their friends about your work.

She also lists some etiquette for the customer to the contractor. Next week we will approach this missing puzzle piece from that perspective.

Contractors – start working on your business relationships – the BAR IS BEING RAISED.

Decks; as A Way to Take in The Outdoors

June 5, 2018May 12, 2018 by Mark Eastman

They’re Worth It

The way the weather has changed, it seems as though it has gone from Winter to Summer and skipped Spring, but it hasn’t.

With the warmer, sunnier, longer days people are thinking more about spending time outdoors. A deck can be a wonderful place to do just that. When you think about a deck you picture fun outside with family and friends. For an increasing number of people, a deck is as valuable as any other part of the home. Homeowners who want to enjoy a low maintenance addition to their home might consider a deck. Typically, you can receive more than an 80% return on your investment when adding a deck.

Once you’ve decided that a deck is what you want, there are some questions that should be answered.

First, what material should be used to build it? It used to be that your choices were wood, wood and wood. Nowadays there are a variety of materials to choose from and some of them don’t contain any wood. Wood, whether it’s treated pine, smooth cedar or redwood, is still a reasonable and affordable option. Another product that is currently available and gaining popularity is composite decking, which is a combination of wood bi-products and plastic. Also, there are some aluminum, vinyl and plastic decking products out there as well.

In this article we will compare wood and composite.

The biggest advantage that wood has over the other materials is cost. Wood is typically the easiest to purchase due to the availability and familiarity of the product. Some people prefer the natural appearance of wood even though some of the alternative products have a very natural wood grain look; they still are simulated.

The fact that wood needs to have a finish applied allows for some flexibility for changing the appearance of the deck periodically without changing the material. Wood is a higher maintenance product that needs routine cleaning, staining, and/or painting, all of which are time consuming and cost money. Molding, cracking and splintering are also some of the problems that are common with wood.

Composite decking began to show up in the early 1990’s as a product that was intended to be environmentally friendly. It was made from recycled plastic milk cartons and ground up pallets. Since then many of the manufacturers have started using virgin plastic and wood fiber from other sources or some combination of recycled and virgin products. The wood fibers help protect the decking from UV damage and add stability. The plastic fibers help prevent rotting and splitting.

Some composite products are manufactured without using any preservatives. This problem has shown up as the wood fibers deteriorate leaving voids in the decking that leads to failure. For that reason, it is important to use brands that are treated with preservatives and anti-fungal chemicals.

Composite decking is more durable and weather resistant; it maintains better color retention and requires less maintenance over the life of the deck than wood, normally just washed a couple of times per year. Even though composite decking is more durable, it is not completely immune to scratches, marks, stains and damage. There are some products that can be used to restore, protect and beautify your composite decking, anything man made can be man improved.

The cost for composite decking is more than wood, but normally will pay for the difference in the long run by minimizing maintenance.

The structural capacity and tensile strength of composite decking is less than wood and it should not be used as load bearing components such as joists or beams. None the less composite material is very strong and if installed correctly can bear the weight of every day usage. Cutting and fastening of composite decking is similar to wood, but it is important that it be installed correctly to not void manufacturer’s warranties,

Another advantage of the composite product over wood was the introduction of the hidden fastener systems available from several of the manufacturers. Most manufacturer’s offer composite post sleeves, railings and balusters that can be added to the completed deck. There are a wide variety of accessories than can enhance your outdoor experience.

There are a few other products out there that are less popular than composite or wood that includes hollowed profile plastic decking and hollow extruded aluminum. These are the least natural looking but have some great longevity. These products also offer hidden fasteners for clean appearance after installation.

As you can see there are many options to consider when building a deck. So, if you are planning to build a deck, be sure to contact a qualified builder for help with your choices and do your research. A deck, even though it is a large investment, it is a fantastic way to enjoy the outdoors for years to come.

Let your imagination go and consider all those ideas and dreams, build that deck, then get out the grill, invite your friends over and enjoy.

How to Convert Your Construction Project from Unrealistic to Wow

June 5, 2018April 13, 2018 by Mark Eastman

The Importance of Having Realistic Expectations Before the Project Ever Starts

One of the most consistent issues that I hear from people who have been involved in construction projects, is disappointment. These displeasures show up in a variety of ways and most often it comes down to unrealistic expectations and less than desired results. This discontentment can come from either customers or contractors and usually the responsibility lies with both.

The solution to this problem also belongs to both.

As a customer you aren’t continuously involved in construction projects. You don’t have the experience and knowledge that construction professionals do. This is not to say that every person or company that claims to be a professional is. It’s important for you to know what you need in a contractor and take the time to find the right one for you and your project.

The excitement that comes with the beginning of a project starts to wain after a while. You just want to have your project, whether it is a big renovation or a small repair, done. You want to get your life back to normal as quickly as possible. Regular life is disrupting enough without a construction project, but to have trades people coming in and out of your home or business periodically and/or unexpectedly wasn’t a part of that initial excitement.

The best way for you to prepare for a construction project is to learn all you can about what is involved, before you start. Even small projects have several pieces that need to be fit together to achieve the desired outcome. This takes knowledge and experience to get these pieces to fit together at the right time and in the right way.

Watching home remodeling programs on television isn’t the best place to learn realistic expectations. Often these programs are more of a problem than a solution. Don’t get me wrong, there is a lot of valuable information that can be gleaned from these shows. The thing you need to realize is that the purpose of these programs is largely to generate viewers not create realistic expectations for your construction project.

This is why it is important to get the right contractor. If a contractor does their job well, all the various pieces will fit together in the way that you wanted. This doesn’t mean that it will be what you initially expected, but rather an informed realistic expectation. What is important for you as the customer to do is to know how to determine if a contractor is the best one for you.

There are several things to consider when looking for a contractor.

First and foremost is compatibility. Are they going to be someone that you can work with day in and day out for the duration of the project? This is critical to the outcome.
Second is honesty and integrity. Often you can tell this with a few conversations and can confirm it with references.
Third is the experience and skill level. How long have they been doing construction and what types of projects have they done previously?

Projects rarely go the way the customer or the contractor think they should or would like, but this doesn’t mean that they need to be disappointing for either. The key is to plan and learn all that you can before you get too far into the process. If you will do this, you will decrease your chances of unrealistic and increase your chances of a wow project in the end.

Six Ways to Find Your Right Builder

July 21, 2016April 30, 2016 by Mark Eastman

I read a study once years ago that ranked building contractors below used car salesmen. This is not to say that all used car salesmen are bad, but they have, over the years had a stigma of…shall we say…not being the most honest and trustworthy. For builders to have been ranked below them was very confusing and a little disturbing. I then realized that I viewed customers differently than a lot of builders. For me they aren’t just customers, a project or just a way to earn money. They are my friends. If you are looking to spend money to have a project done, sometimes a lot of money. Isn’t having a friend who is looking out for you and has your back the best plan? We’ve all heard the stories of the storm chasers that came through town after a hail storm. They get money for material and then never come back to do the work. What about the guy that was laid off from ‘his job’. He has a pickup, a hammer and a skill saw, heck he can build a deck for his buddies cousin. Oh, don’t forget the kid that worked for a contractor for a couple of months and got fired because he wouldn’t show up to work. He’s now an experienced contractor. As a customer you can find a builder that will help you bring your ideas to life and has your best interest at heart. You need to know what to look for so you can find the right fit for you.

Word of mouth – This is the best form of advertising. Find someone that you know and trust that has had a building project done. Ask them who they used. What their experience was like. This will give you a view from someone independent of the industry with nothing to gain.
References – Don’t be afraid to ask builders for references. This is a good way to find a variation of ‘word of mouth’ and in addition to people that you know. A builder should be able to supply you with 3-5 names of past customers that you can follow up with. If not you should proceed with caution.
Professionalism – The level of professionalism will vary between contractors. There is no one specific style or level that should be used in every instance. What you want here is to know that this builder takes what they are doing seriously. There should be something unsettling if you get a hand written estimate on a napkin.
Experience – This comes with time. Not every qualified builder has years and years of experience, but the more years the more experience. You don’t want to hire that ‘experienced contractor’ that was fired for not showing up to work.
Communication – Even small and simple projects require communication. Of course the bigger and more complex the project the more important it is to communicate. In today’s world there are all sorts of ways to do this. The specifics of how aren’t as important as the doing it is.
Compatibility – This is the bottom line when it comes to determining who to use. Depending on what is important to you, what your focus is for your project. Find a builder that shares those core values. Each and every one of us is different. Take the time to get informed and find the best fit for you.