The Company You Keep - Asking for References

 

When hiring a contractor, or any type of service, always ask for references.

In most cases they will be given readily, but please don't stop the process there.  Take the next step and make the phone calls!  Many people find this difficult to do, using the rationale that if references are given, the contractor must be okay.  While this may be true, you should want to know more about the people that may be in your home for the next two weeks or six months.  Here are some "Dos and Don'ts which will make the process easier for everyone involved.

 

Don't ask for references in your first phone conversation with the contractor.

 Meet the contractor first and get a feel for him and his company.  Maybe you'll decide you don't like him, or that the project is too expensive, or that your brother-in-law can do the work after all.

Do wait until you are sure you are seriously considering the contractor before asking for references.

Don't accept a list of references without notification by the contractor of who is best for you to contact regarding your project.  Many contractors will proudly give you a list of every client since the beginning of time.  While this is a good sign, ask for clarification. Which projects are similar to your own?  Which projects were completed within the last five years?  Which clients had concerns similar to yours?

Three references should be sufficient.

Don't let the reference list sit on your desk gathering dust.  As stated above, it is a good indication that the contractor is reputable if you are given references.  However, references are useless unless they are checked.  It is most important that you find out how the company was to work with from a variety sources.

 

Don't feel intrusive or uncomfortable about calling the references.  Most people are happy to talk about their construction experiences, good or bad.  Calling during the day and leaving a message on the homeowner's answering machine allows them to call you back at a convenient time.  Or, call early evening or on the weekend.

Do Call References!

 

Have a List of Question Ready to Ask. 

You might set up a grid where you can note the comments of all the people you call on a question-by-question basis.  This makes for easy analysis once the calls are completed.

 

Visit the Referenced Projects if it is convenient for you and the homeowner. 

The definition of quality can be quite broad.  There is no substitute for seeing the work in person.  While not imperative, take advantage of the opportunity to visit the project if offered.

 

REFERENCE CHECKLIST:

• Did the contractor review the scope of the work and the contract with the client before work began?
• Did the client feel fully informed about what was and was not covered in the contract?
• Was the work crew reliable and responsible?
• Was the crew conscious of their impact on the household and did they stay within the defined work area?
• Did they respect landscaping, pets, etc. that needed to be minded?
• How was communication?
• Was there regular contact through meetings, notes and/or phone calls regarding job progress and on-the-job decisions?
• Was the person responsible for the job easily reached?
• Was the job site left as clean as could be expected during the course of the project (i.e., lumber stacked, materials and tools kept neatly stored)?
• Was debris removed regularly?
• Did the quality of both workmanship and the process meet expectations?
• Would you hire this company again?

 

LIVING WITH CONTRACTORS

 

Living in your home while a remodeling project is underway can be a stressful experience.  Loud noise, a disruption to your home life and dust like you've never encountered are just some of the things you'll be living with.  Many people don't anticipate how the construction will impact their everyday lives and are ill prepared to deal with it.  On the other hand, no matter how ready you are, there will come a point when you'll wonder why you ever decided to do this in the first place!  This usually occurs after the first blush of excitement has disappeared and the reality of daily "routine" has set in.

 

I'd like to offer a few tips to make the process easier for you as well as the contractor you will be working with.  Before the work starts, you should have a pre-construction meeting with the contractor and the lead or project manager.  Ask for this if it is not offered-it is a very important first step to the project.  At this meeting, in addition to going over the actual scope of work, a number of related items should be discussed.

 

¨      Communication.  If this is not specifically set up at the beginning of the job, your relationship with the contractor may deteriorate.  Set up an area for messages to be left and answered.  Also a regular meeting should be set up between yourself and the foreman.  If you can be called at work, let that be known, as well as specific times to be contacted if that is necessary.  You should let the contractor or foreman know about anything that concerns you.  Ask any question that comes to you, whether you think it's a "big deal" or not.  Any question or concern a client has should be a big deal to the contractor.

 

¨      Utilities/Storage.  Your electricity and water will be used by the contractor.  What about your phone and toilet facilities?  The contractor's proposal should be addressed this.  If not, get this clear before construction starts. Have you designated an area that the contractor can use for storage of tools and materials?  Usually a space in the garage or basement is suitable.  Has the contractor factored into the scope clearing the space for his use, or does he expect you to do that? 

 

¨      Dust.  No matter how well the work area is sealed off from the rest of the house, dust will get through.  Verify with the contractor that he will minimize the dust to the best of his ability. 

 

¨      Pets.  If you have pets that are not allowed in or out, let the contractor know.  Also, do your best to keep pets away from the work area.

 

¨      Children.  Kids love to watch construction and would also love to "help" the workers.  For their safety, as well as that of the crew, keep them out of the work area.  However you might be able to set up a "viewing spot" a safe distance away to satisfy their curiosity.  Also, don't depend on the crew to baby-sit for you.  They already have a job!

 

¨      Landscaping.  Let the contractor know if you have any plants or trees that must be protected, within reason.  If you are having any work done that impacts the exterior of your house, the plantings around that area will suffer.

 

Getting the above listed items established or resolved before the work actually starts, will reduce some of the stress that can occur while living though a construction project.  Keeping the lines of communication clear and open is the most important ingredient to any successful relationship, and that between client and contractor is no exception.  Remembering that the process is as important as the final product will send you well on your way to a positive remodeling experience.