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How Homebuilders Can Deal with Difficult Customers
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| Submitted by: | Jason Terranova 7/20/2007 11:18:17 AM PT |
| Location: | upstate NY |
| Occupation: | Arch Proj Manager |
As a professional in the construction industry, I find this article to be very informative and wish more home builders would understand their responsibilities for securing and maintaining a good builder-client relationship. I can speak from first hand experience the importance of good communication between a builder and homeowner. As a homeowner myself, I have currently undertaken a modest home addition and renovation on my own house- somewhat small in size, but a large undertaking for our finances. My selected contractor was carefully screened out among 4 or 5 contractors and I used my work experience to award the work to who I felt was the most qualified candidate. Despite positive references, some of which I obtained through people I personally knew, my contractor has continually looked for "extras" by saying he didn''''''''t have items covered in his price that were on the drawings I prepared. Fortunately, I have those drawings referenced by date in the written and signed contract. To my own defense, the drawings were delicately and intricately prepared with a level of detail not commonly seen with such small additions. With this being my own personal dwelling, I have taken on the role of architect and more importantly homeowner. I just like every other customer, am looking for the most value for my money. I understand construction does not come cheap, and occasionally, one will get what he or she pays for.
To cite an example of our differences, my contractor was informed before he was hired that he would have limited access to the inside of the house (no facilities) and that arrangements would need to be made since my wife and I both work full time. The contractor verbally stated that this would not be a problem and he would make any necessary arrangements. A few weeks went by, the contract was signed and a week before construction, the contractor informed me that a portable bathroom would need to be provided and that would be an additional cost to me since he had "not thought of this prior" (the logistics of not having facilities). I explained that we had discussed this, but he conveniently had no recollection of the conversation. This was only a sign of things (including many "forgotten conversations") to come. I had also informed him prior to the work that if any damages were to happen to the existing house, please alert me so I do not come home and discover for myself. This had happened to me with a roofing contractor years ago. Needless to say, the current contractor has ripped existing window and door screens, killed large areas of the lawn that did not need to be affected by his work or materials (all for me to come home from a long day at the office and discover), has not kept the site as neat as he had said he would, and the most irritating habit- leaving cigarette butts from his workers all over my yard and driveway for me to pick up. As understood in the industry, there are good and bad contractors. I still believe that I selected a good contractor who is doing quality work and using quality materials but a very poor communicator with some very bad habits, which makes the entire project suffer. It makes me wonder how his relationships are with other homeowners.
Unfortunately, this will come down to an all too familiar ugly situation at the end when final payment is due. I''''''''m sure contractors are well aware of how this can be. Credits will be asked for and the materials that I supplied (that were to be in the contractors price) will also be taken into account. There are many other instances, too many to list here.
I don''''''''t consider myself a "difficult" customer, but I do demand quality work and good/ amicable communication.
In the architects'''''''' profession, maintaining good communication with a difficult client to achieve a sucessful project is key. I think I have been relatively lenient with many things that I would not normally accept if this were a commercial project or residential project that I was in charge of.
I hope and urge more home builders to fully understand their customers concerns and accommodate them in a way that is reasonable for all involved. Remember as the article outlines- communication and "people skills" are essential for a successful (and in the contractor''''''''s position- profitable) relationship.
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