How Do You Handle Customers & Keys

DanBuild

We do some spec and a few custom builds a year. I have a question on how you handle customers wanting to constantly be on site, and after the house is locked but not finished demand keys so they may come and go at their whim?
Any ideas or suggestions?

mdshunk

Make up some crap about insurance regularions.

GregS

Is it their house? Do they own the land? Not much you can do. If you really want to be a prick, tell them they have to wear shoes and a hat.

DanBuild

Yes this is on their land, but it is my liability.

chris n

If it's your liability then you should not have "to make up any insurance crap", just state the facts.

firemike

Have them sign a waiver releasing you from any and all liability concerning anyone (them, their family, friends, pets, etc.) other than your contractors and trade workers directly involved with the project. Give a copy to them, and Fax or mail a copy to your insurance agent.

__________________
-Mike-

GregS

Or better yet, see if your insurance company has some sort of waiver they can provide to the owner. That way if there are any problems, your insurance company will have all the asses covered.

I'm sure they have encountered this before.

Double-A

Ask them not to visit when you or your folks are not there.

The dry wall crew isn't going to know if the electrical passed inspection. The electrician isn't going to know if you were able to match that swatch of Aunt Ida's favorite wallpaper. They don't have any business being there without an escort. It doesn't belong to them yet. Its still yours.

Accidents and screw-ups happen due to lack of vigilance and poor communication. Both of these situations are guaranteed to occur when you or your folks are not on-site with the client.

So do everyone a favor, have them call and set up a time to come on site with you or ask them to stay away.

Its not just a matter of liability, its also a matter of time and money.

__________________
"My clients’ wishes are the center of my attention." -- David Guido, a contractor in Woodstock, N.Y.
New York Times, July 20, 2006

Mike Finley

Keep in mind that even with a waiver you aren't pefectly protected. Waivers don't protect you from instances of fraud or negligence. Say for instance they bring their kids with them and one of your subs hasn't roughed out the stairs and hasn't installed any protection and one of the kids falls to the basement, or let's say around lunch one of the subs has left nail guns plugged into the compressors and is off eating and the kids shoot each other, all that has to happen is some lawyer gets it in his mind that he has a good shot at claiming negligence on somebodies part, if he feels he can show negligence by showing something wasn't done to protect those kids and it's off to lawsuit hell.

I'd write into your contract they must be escorted on site by a representative of your company at all times and issue them hard hats and safety glasses to boot.

wizendwizard

I guess this must be more of a framers nightmare. I've never run across a problem with this. I issue a letter stating that children and animals should be kept out of the work area. Tape off all work area's that i am in at the time. Have it in my contract that HO releases me from all accidents and injuries that may occur in my work area and i constantly talk with Ho's about the saftey issues on the job so that they know what not to mess with or what area to go into. Communication is a must in remodeling homes that people are actually living in.

Ahren

Tell them the story about Ken Hendricks.

Putty Truck

How about when the HO opens the boxes of trim and rummages around like a coon in a can? I don't miss the new end at all.