The Other Side Of The Table
I come at this from the other side of the table. I am not a contractor, I do the DIY thing until I see a project that I know will strech my abilities too far and then I turn it over to you guys. Examples of that are putting in a new tub, doing bathroom tile floors, any in-wall plumbing, and ANY work with natural gas.
I of course want the best deal I can get, but I want quality work done right the first time so am willing to pay a little more to get it.
Here are the best ways to get ushered out or have the phonecall terminated:
1) Lie to me about anything even once. - I have cancelled for this before and would again.
2) Refuse to provide me with written proof of the following: Contractors Licence, Liability Insurance, personal insurance, and workman's comp. all up to date. - I have refused warranty covered contract for this
3) Refuse to take the time to answer all of my questions thoroughly. And I WILL ask lots of questions. If I ask it - it is fair game, I want to be over-educated so I can make the right choices.
4) If I get ANY sense that you are likely to burglarize my property or in any way be disrespectful / ungentlemanly to my family, particularly the women-folk
(we know what I am talking bout here.) This is OUR home, leave the stares, catcalls, and bullcrap at the downtown bar.
You'll lose points for:
- talking down to me
- treating me as if I am playing a game (sorry Tetor, not all buyers are liars
- refusing to give me choices or educate me on WHY you refuse to use any other materials or practices that I may be curous about
- being manipulative / hard selling: "Here's the estimate, I have next week free will that work for you?" instead of "Here's the estimate, IF YOU LIKE WHAT YOU SEE I am free next week..."
- looking generally slimy
- being unable to adequately converse on a semi-educated level in my native language
- refusing to take 'I'll call you back when we decide' for an answer.
The stuff above is all pretty negative, on the other hand there are positives that will get you big points:
A) The inverse of all the above - be ready with proof of insurance etc, explain things to me in detail, tell the truth, be respectful, etc In short be professional, know your stuff, and be wiling to work with me.
B) Give me alternatives and explain positive and negative attributes in general or in specific about those alternatives.
C) Give me a fair and competative bid. Expalin why it may be higher or lower than others if you want to.
D) If I perceive you understand what it is I am trying to accomplish and are honest and direct about what you think of my latest dumb idea and whether or not you can honestly accomplish it you get big points.
E) Overt willingness to let me call a number of your customers. For a big job I'll want to call several. If I get a sense they are shills however you are screwed.
F) If I get the sense that you truly know wth you are doing and can do it better than myself (likely if I called you) and the others contractors I am speaking with, you'll be much more likely get the contract.
G) Detail oriented and willing to put the time in to do it right. My house is not to be your slap together job for bucks. If I get a sense you are detail oriented (one of the guys here mentioned making sure all the screws on theswitchplates were vertical - extreme but wow if he does that for the little stuff, he must do pretty nicely on the big stuff) and that you are willing to put the time in to do it truly right, even if its a bit more money, you'll be the one swinging the hammer.
Minor points that make me thing you are worthy of my consideration and hard earned money include:
- returning phonecalls in a timely manner
- being on time for the 'interview'
- having a truly friendly and helpful disposition
- having a decent website helps my initial impression like a yellow pages ad. It won't sell you but it makes it easier for me and other geek-like-creatures to find you. It also can answer many of my questions before I ever call.
- allowing me to put reasonable additions that protect me into the contract
- honoring your quote for several weeks, I will not deal with 'price is good for today only' people.
- respecting my property - did you walk on the lawn when you came to the door? Did you sit in our (albeit they are busted up) kitchn chairs with greasy pants? Did you wipe your grimy boots off before entering even though our front tile is old and ugly? You just got lots more points.
- If I ever called on you before and you did not get the contract and you still are decent you get points.
- You can tell me I get what I pay for, but you better show me how or it will ring hollow and salesey. (I do not mind you talking about the competition)
Upon completion, if you have done a good job, you will gain a LOT of greatful support from me. I am the type that will seek out the manager even in a fast food joint if I have gotten exemplary service. How much moreso I am with good contractors. As an example, our home inspector was hands down flat out fantastic. I have even called him once since the inspection to ask about an improvement we were doing and knowing he didn't have a dime to gain from it was very willing to give a detailed opinion. He gets tremendous word of mouth advertising when the topic comes up by friends or neighbors.
While the big things will result in a veto, the little things do stand out....
Be honest, be direct, be respectful and helpful and you really do stand a better chance than the next guy.
Buyer from hell? Maybe, but remember, this is my life savings and a place I spend a tremendous amount of my time. I do want it my way and I do want it done right. As a contractor, you are working on our biggest investment, the place we spend all of our holidays, the place where we raise our kids, and a bunch of other emotional hogwash. It's sticks and mud to you, to us its HOME. If we understand that YOU want it done right, safely, and attractively like we do, we will feel more accepting of your bid than your competitor's.
Charles
