CONTRACTOR SELECTION

 

A building is a complex structure, with many different systems working together and impacting one another. Understanding these relationships is necessary to properly diagnose a problem. Just as a doctor must understand how the different systems in the human body impact one another, contractors must understand how ventilation, roofing, HVAC, etc. impacts their specialty.

There are many sources for information. Trade associations, building products manufacturers, and trade magazines all offer information and/ or training. For the contractor who seeks to expand his knowledge, there is no shortage of opportunities.

This leaves the homeowner's dilemma unresolved. How is he to determine who is a true expert, and who is not? After all, a contractor can recite product specifications, cite some esoteric publication, or bluntly slam a competitor's recommendation.

The short answer is: third-party documentation. A professional contractor realizes that a customer may greet his claims with skepticism, and yet his success and the customer's satisfaction depend on trust and confidence. Third-party documentation provides that trust and confidence.

There are many potential sources for third-party documentation-trade associations, manufacturers, consumer protection organizations, and trade magazines. Each provides literature and information that can substantiate the veracity of a contractor's claims. A professional contractor will offer this evidence, not just verbally, but in written form as well.

For example, we use literature from Air Vent, a manufacturer of ventilation products, to explain the importance of proper ventilation. We use literature from the Paint Quality Institute to explain technical issues related to paint. We use literature from the Painting and Decorating Contractors of America trade association to explain industry standards regarding preparation, inspections, etc. In other words, we do not expect the customer to simply take our word-we provide evidence from parties with no direct interest in the project at hand.

In addition to helping educate the customer, these sources also provide a standard by which to measure the quality of the work performed. Unfortunately many contractors use "local practices", rather than industry standards and manufacturer's specifications, to determine standards and procedures.

Each manufacturer develops specifications for the proper installation or application of its products. These specifications are crucial to the long-term performance of the product, and improper installation or application will usually void any manufacturer's warranties. In addition, most trade associations establish industry standards that apply to the work performed by that trade. These standards define what constitutes professional craftsmanship.

In contrast are "local practices", that is, the way things are done in a particular locale. These practices may or may not be consistent with manufacturer's specifications or industry standards. They are basically "the way we've always done it".

For example, the local practice may be to pressure wash surfaces prior to painting. However, manufacturer's specifications require the removal of dirt, mildew, and other contaminants prior to painting. Pressure washing alone will not accomplish this-chemical agents are generally required. In the case of roofing, manufacturer's specifications require proper ventilation for any long-term warranty. Yet many roofers do not install ridge vents or soffit vents when necessary. In both cases the customer will not receive the manufacturer's long-term warranty.

The final decision regarding any home improvement project ultimately resides with the homeowner. A professional contractor will assist the homeowner in making that decision. But doing so requires more than just making claims, it requires educating the customer regarding the options available and the standards that will be used. That contractor may be alone in doing this, but he will be serving the best interests of his customers.

Consumer education is one of the most important responsibilities of a professional contractor. A professional contractor understands the product options and the procedures required for customer satisfaction.

Without adequate education, a consumer may not understand the difference between various proposals. The consumer may not understand the vast differences in quality that are possible. In such instances, the consumer may award the job to the contractor with the lowest price, only to experience dissatisfaction at a later time.

For example, a consumer may receive two significantly different prices for having his house painted. Because many contractors believe that the lowest price always gets the job, many are inclined to bid the job with insufficient preparation and/ or lower quality materials. In the long-term, the customer gets less value for his money.

For the contractor attempting to satisfy the customer's long-term interests, this presents a challenge. He must explain why his bid is different, how and why he is bidding a different job. He must explain how and why his company is different, that insurance coverage and his membership in trade associations benefits the consumer.

Consumers are not born with a construction manual in their head (neither are contractors for that matter). A professional contractor must invest the time and effort required to educate himself and his customers. Then and only then, can the customer make an informed purchasing decision.