Having worked with many homeowners, different personalities and many different situations I began thinking last night about some of our most successful jobs at The Superior Finish. As I am very analytical I started thinking about what made those jobs so smooth and successful...the funny thing is as I thought about what those jobs had in common I found that some of those very things also made some of the Real Estate transactions I worked with in my years in Real Estate some of the most successful also.
Below are a few tips on working with any service professional!
-"Knowing that communications will be flowing freely throughout the project tends to lessen homeowner anxiety and makes getting through the remodeling process a little easier."-www.bhg.com
For years in real estate the one saying I heard over and over and eventually used over and over is Location, Location, Location. Well I am switching this unbreakable "Law" to Communication,communication, communication. Communicate with your service professional, a good service professional will communicate back with you. This not only lessens the homeowner anxiety, this lessens your professionals anxiety as well. A good professional worries about providing a great service and having an happy client as well. Let your service professional know what it is your are looking for, if they are playing guessing games you both could end up in a miserable situation. If you have questions, ask. Don't be afraid to send an email or pick up the phone. When everyone is on the same page the likelihood of a happy transaction is significantly increased.
-"You certainly hear stories of homeowners springing for pizza after a long day of work, but this is hardly a necessity. In most cases, your contractors will appreciate calm, respectful communication and the occasional compliment just as much as they would a slice of pepperoni." -Servicemagic.com "The Power of Acknowledgment" by Jon Nunan
While on the same wave as communication how you communicate is just as important as how often you communicate. You professional should communicate with you in a professional friendly manor and to have a successful and efficient transaction or project the homeowner should strive to communicate the same way. There is that old saying "you get more flies with honey than you do with vinegar". Work with your service professional as a team member, and speak to them as such. The truth is you are at team, they are doing the work, you are the one with the vision on the project. If you are short, rude, condescending and unprofessional you will immediately put your professional on guard. Instead of concentrating on getting the job done they are worrying about your next interaction and often times trying to avoid it. This can often lead to the professional mirroring the same tone and communication style as you portray leading to a very tense situation all the way around. If your professional starts off communications with an unprofessional, unfriendly and rude manor from the get go question if this is the right professional for you.
-"Many of the problems that occur during building and remodeling are simply out of your contractor's control. The renovation contractor you hire has very little say in what materials his or her suppliers have in stock, what the weather is going to be like, and who calls in sick; blaming your contractor for such issues is not only unfair: it's counterproductive."Servicemagic.com "What to Do When a Job Goes Wrong" by Jon Nunan
Those professionals who take pride in their work and are looking out for the Homeowner's or client's best interests get just as frustrated with glitches beyond their control. Those professionals make decisions in the client's best interests and that may not always be the most immediately gratifying decision. We sometimes have to postpone a job due to poor weather conditions, a job will get delayed due to unseen poor workmanship by a previous professional and we want to get the job done. More importantly we want to do the job right, and if the conditions hinder the job getting done right it is better for our client to postpone or for us to take our time to do it right. This happens in many professions, if your service professional is trustworthy they will let you know if there is a problem and that the unpopular decision is for the best. An untrustworthy person will push through just to collect a check and you will end up with a less than stellar result. This isn't to say that you should not hold the professional accountable if the problem is clearly a result of their actions. Everyone makes mistakes, a trustworthy professional will do what they can to make it right and going back to communication if the the communication lines are open and respectful then your professional will be more apt to go out of their way to right any wrongs.
-"The easiest way to create a good environment during remodeling projects is to treat those working on your home with the same respect that you'd treat anyone else you've invited into your house. Sure, these folks are getting paid to be there, but that doesn't mean hospitality won't make a difference. Personal space is a must for you as well as your hired crew; just as you wouldn't stand over an artist, hard at work at his easel, and ask "Why did you make that brushstroke?", you have to give your crew the freedom to do their job."-Servicemagic.com "The Best Way to a Smooth Remodeling Project" by Jon Nunan
You hired your professional for a reason, what ever that reason may be. If you have communicated clearly, the lines are open in both directions and are respectful the service professional will be hard at work to complete your project or transaction and make you happy. Hoovering while work is being done does not only hinder the process but can be dangerous as well. It can be dangerous for you as well as the professionals doing the work. If you are out hanging out in a work zone the crew can be worrying about your safety and not focusing on the job at hand. Many home improvement projects involve tools that can cause injury if full concentration is not used. There is often debris, tools and supplies that can easily be tripped over. If you would like to see how a project is going approach the lead person on site and tell them you would like to take and look and let that professional get the area safe for you and them. We have run into a few homeowners who have offered to "help" on a project, again we are looking out for your best interests. Most liability insurance will only cover the people working for the company, if you are out there with a tool and something goes wrong the professional will not be covered, the damage will not be covered and you are not covered...everyone will be in a real mess. We love when homeowners do come out to chat, again it's that communication thing, and there are lots of great homeowners out there that we love to get to know. Just let your professional know when you would like to come out to make sure the area is safe for everyone.
- Finally many professionals are constantly working against a predisposed judgement of their profession. There are a lot of great Lawyers, Sales people, CEOs, Insurance professionals, and contractors out there. Almost every profession has a stigma. Give your professional a chance to show they are one of the good ones without automatically assuming they are just like everyone else. If the communication lines are open and everyone is respectful you could end up being extremely happy. If you have a good relationship with your professional you might be surprised with how they will go "the extra mile" for you. A good professional will do the job and will do it right. A good professional with a positive relationship will in Disney's words "Bump the Lamp" for their client(
http://www.bizjournals.com/denver/stories/2000/03/20/editorial5.html), In short go that extra mile for their client even if the client may not necessarily notice right away.
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