Rocky Mountain Cozy

Top Tips for Working with Residential Contractors

When it comes to improving and maintaining your home, you want to be sure that any work done to your home is safe, adds value to the home and adds value to you and your family. This summer, I have completed many projects around my home, some of which I've completed with my husband and some we've hired out to skilled trades. Because this process can be stressful or even daunting at times, I would like to share some of my top tips for effectively dealing with contractors.

Deciding Whether to Hire out or DIY

First, I'd like to address the issue of whether to hire a contractor or do a home project yourself. If you know you prefer to hire a professional, by all means do so, but if you're handy, curious about DIY projects, or looking to save some money, it's often reasonable to look into doing the project yourself. I'd like to address some key considerations when deciding whether to hire a pro. While information abounds online, in magazines and on television about home improvements, just finding the instructions and following them usually isn't enough. Consider these questions before tackling any home improvement project yourself:

• How invested are you in the project? Are you willing to tackle any difficulties that emerge? What is your mode of recourse if you find yourself stuck? Do you have enough time to complete the project, even if it takes significantly more time than you initially estimated?
• What are the safety hazards involved in the project? Do you have and know how to use the proper safety equipment to complete the project successfully? If a building permit is required for your project, do you feel confident in finding out the building code and executing the work to pass inspection?
• Do you have any knowledgeable and willing friends or family members who can help you with the project?
• What is the dollar amount that is worth your time on the project vs. hiring a pro?

Finding Professionals for Your Project

There are several ways to locate skilled professionals for your projects. Here are a few:

• Ask neighbors and friends for references. 
• Consult your local Better Business Bureau Web site.
• Ask for referrals from contractors for other trades with whom you've worked successfully in the past and have a good working relationship.
• Ask for referrals from material suppliers. For example, your local paint shop is likely to have a list of painters and wallpaper specialists. Your local tile shop will likely have a list of tile installers.
• Consult Web sites that specialize in gathering lists of contractors in different trades and specialties. I have had mixed luck with such sites and do not like receiving unsolicited requests from the whole pool of contractors in a given category, but some people enjoy this process.

For any project, I suggest using a combination of methods to locate potential contractors. I find this results in a pool of professionals I would be comfortable hiring for a project. It feels better to me to hire the contractor that feels like the best fit for the project rather than hiring the only contractor who seems qualified for the job.

Once you have gathered a list of potential contractors, look up each business on your local Better Business Bureau Web site. What is their rating? How many complaints have been opened against them and were these resolved? If the business does not have a good rating or has unresolved complaints, this can be a sign of trouble. Next, review the contractor's Web site. How does your project fit in with the work described on their Web site? Are photos of actual projects available? Are customer testimonials on the Web site? How close is the business located to your home? Once you've gotten this far in the process, you'll likely have a feel for which potential contractors you'd like to contact for an estimate. I suggest getting bids from at least three contractors and potentially a few others, depending on the complexity of the work as well as the duration of your potential relationship. For example, if the project involves maintenance or you may need the contractor's services repeatedly, such as an HVAC technician, a landscaper, or a plumber, it is optimal to find a professional with whom you would enjoy interacting over time.

Choosing the Right Pro for the Job

When contacting professionals, how timely are they in returning your initial phone call? A concrete company recently contacted me two months after I had originally called them to request an estimate. By that time, I had entertained bids from four companies and the work was completed. Some trades are seasonal and it can be hard to find someone during the peak season, but the contractor should have enough resources to deal for this peak volume in their business. Does the contractor seem interested in your business? On the date of your scheduled estimate, do they arrive on time? I don't think I've ever hired someone who was late. It wasn't a matter of principle; it just seems to turn out that there were other negatives that stacked up against them and I've since learned to look at lateness as a telling sign. 

What materials does the contractor bring to the initial client meeting? Do they bring photo samples, letters of reference, listed references for you to contact, or sample materials for your project? Are they licensed and insured? How much experience do they have? Do they ask questions about your specific goals and needs for the project? Do they take notes on your conversation? Does their method of operation seem workable to you? Are they willing to pull a permit, where required? Building permits protect you, not only through the accompanying safety inspection process but that in they provide an additional layer of recourse if the work is not performed to satisfaction. How well do you communicate with the estimator? Even if the estimator is not the individual who will perform the work, this communication can be a sign of what it might be like to deal with the company overall. How does the contractor handle problems? Do they offer any satisfaction guarantees or warranty on their work? What is the method of payment? Look for contractors who collect payment on completion or at specific milestones. This gives you negotiating power. In addition, paying by credit card vs. check may offer you some additional leverage through the credit card issuer, should a problem arise with your project. Lastly, what is the form of agreement offered? For contracts on projects that are particularly complex, involved, or costly, such as a general contractor or an architect, it is prudent to consult an attorney before signing the contract. If you are going to be working with the contractor for a long period of time and there are multiple safety hazards at stake, it is wise to have to have the terms of the engagement clearly spelled out in a framework that will provide you with the least amount of stress working through issues that arise.

During the Project

Be kind and clear in your communication over the course of the project. If you feel bullied or disrespected at any time, confront the issue. If the matter is not resolved to your liking, you may consider firing the contractor. This may seem harsh, but can be the best course of action. For example, I once hired out some work for my parents. When the crew arrived, I found the lead member being rude and threatening to my elderly father, who was standing in the driveway when they arrived (an hour late). When I arrived on the scene, I introduced myself and introduced my father as the homeowner. I asked whether there was an issue and felt out the situation. The same individual proceeded to address me in a rude manner. I sent the crew packing, called the main number of the contractor and shared the details of our experience with the company's owner. Since no offer was made in return for our trouble, such as a sincere apology, a discount on their services, or anything else, I promptly located another contractor for the job. Even though I was visiting my parents and available on a very limited schedule to supervise the work, it was worth it. 

On the flip side, I have dealt with contractors over a period of many weeks where I was tense and anxious throughout the process. On a specific occasion that comes to mind, I wish I had fired the contractor. I have since had to pay someone else to fix problems that were not identified at the time of the original work. Had I acted at the time, I would have had to deal with unfinished work and inconvenience until a replacement could be found, but I may have saved myself some stress and money in the long run. It can be stressful to confront a bad situation, especially when you have done your due diligence to hire someone, but remember that it can be more stressful and potentially hazardous not to confront a situation head-on.

Thankfully, this sort of situation is the extreme, but do be prepared to answer questions and address issues during the project. If possible, try to schedule the work when you will not be involved in a major deadline at work or some other pressing matter. And while it may seem convenient to take the day off of work to be home for two different, unrelated projects, ask yourself whether you can handle the mess and noise of those two projects simultaneously. This will allow you to more easily answer any clarifying questions and make decisions the contractor asks you to make along the way. Do ask for drawings or written work steps, where appropriate for clarity for both you and the contractor. Miscommunications can occur even in the best of situations. Also, feel free to ask the contractor to wear booties and clean up after themselves. I once had a crew who left food wrappers, candy wrappers and beverage containers on the floor. This was not even a rough job site; it was a finished basement.

Check in with the contractor and ask how things are going along the way and if they are having any issues. Try to do so without standing over their shoulder. Remember, it's nice to offer a beverage or a snack, if the situation warrants, but do not feel obligated to offer lunch on a half-day project. Be prepared to face scheduling delays. Weather delays, obstacles from previous work, or other factors can disrupt the project schedule. If a delay occurs, do ask how the specific delay will impact the project schedule overall. This is particularly important if you are trying to finish a project before a holiday or the arrival of houseguests, as well as if there is another project scheduled after the current project. For example, if your painter falls behind, it is best to contact the flooring installer to adjust that schedule accordingly.

Be sure to provide both thanks and feedback along the way. If the contractor gives you a progress report, thank them for the information. If they clean up as they go or do something else courteous, thank them for that, too. On the flip side, if the supervisor or project manager checks in with the crew, but leaves you in the lurch, let them know what your communication needs are.

Closing out the Project

When the work is completed, be sure to do a final walkthrough with the contractor. Even if you are unfamiliar with electrical work, for example, the information the electrician shares with you may be helpful when you have another contractor come in to your home. For example, he or she may mention a cable splitter in an awkward crawl space that becomes crucial information when your television provider is troubleshooting a problem with your cable service. The more you learn about your home, the more confidence you will likely gain in dealing with future home improvement projects and with contractors in different trades. When you have successfully dealt with the inconvenience of scheduling showers or taking showers at the gym during a bathroom remodel, you will have a better sense of whether you are ready to have your ceilings opened up to install recessed lighting in several rooms of your home.

Once the project at hand is complete, ask about any maintenance you need to perform or any signs that would require you to follow up with the contractor. Depending on the type of project, there may be some  tweaks that are needed, such as adjusting the vents in your new heating system or touching up paint on an exterior paint job. This is also the time to collect any documentation about equipment, warranties, potential tax rebates for energy-saving projects, and receipts for your home improvement files.

Following these tips and taking deep breaths along the way will help you handle home improvement projects with ease.

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