The reality is that most consumers will do only one major project in their entire lifetime. These unfortunates haven’t a clue as to what they’re getting into.
As a general contractor, it’s my assignment to guide these folks through the process, get paid, and hopefully not have my customers end up in counseling as a result of the work. Clear, concise verbal, graphic, and written communication, all peppered with lots of questions, is the way to accomplish this. I live by the words “early and often”; they apply not only to voting, but also to informing my prospective clients about the construction process and its potential impact on their lives.
Verbal Communication
It’s been my experience that while verbal communication is the fastest means of transmitting an idea and is the primary tool we construction types use, it is also the most susceptible to misunderstanding. When talking with clients, I constantly recap the ideas that have just been discussed, making them listen to how I heard them express an idea or a plan. This gives them an opportunity to correct any of my misperceptions, greatly reducing the opportunity for misunderstandings.
Graphic Communication
I’m a firm believer that a picture is worth a thousand words. By asking the architect or owner to draw a picture, I can confirm that what they want is what I thought I heard they wanted.
Even better is the full-scale mockup. There is no substitute for being able to reach out and touch a real live sample. It’s far better for an owner to discover they aren’t happy with a detail or an assembly in mockup rather than when it’s permanently installed.
Besides getting to be a hero and communicate in living technicolor, by making mockups I get to practice on the assembly ahead of time and work out the bugs before I install it into the construction. I typically include a line-item allowance in my bids to cover the cost of these mockups.
Written Communication
The written word is without a doubt the most efficient and least expensive way I communicate. It’s the rare customer who doesn’t understand the written word. Ideas can be more elegantly stated and have a more lasting impression.
Most importantly, written communications provide a lasting record of an agreement. Even if no other written communication is provided to inform customers about job progress, I take detailed minutes of each client meeting; these invariably help settle misunderstandings regarding discussions and agreements of the previous weeks.
Ask Lots of Questions
I take the attitude that there are no dumb questions I can ask a customer when getting ready to start construction; the only bad construction question is one that is never asked. I’m not very good at reading my clients’ minds. Because they look to me as the professional, they assume that I know all of the answers. Better they find out early that I have feet of clay.
I ask all of my customers very detailed questions about what their expectations are and how they want things done. Information is power that can be used to the customer’s advantage to protect them from bad decisions born of inexperience. By asking questions, I may discover that my customer has unrealistic or unsustainable expectations. The sooner I know someone’s expectations are unrealistic, the sooner I can prevent the inevitable disappointment that will accompany my failure to meet these expectations.
I have found that most general contractors are good craftsmen. Unfortunately, the same cannot be said about their communication skills and their ability to prepare customers for what they can or cannot expect from the construction process. Good communication will solve most of the problems that can’t be solved by the talent in their hands.
The Homeowner’s Side
It’s every homeowner’s worst nightmare. You scrimp and save for that special home construction project, and an architect miraculously converts your dream project to blueprints. Then you promptly go out and hire a general contractor who turns out to be at best incompetent and at worst a thief. You spend the next six months living in hell and wondering whether you can survive the project without ending up in court.
Unfortunately, it’s typically very easy for anyone (qualified or unqualified) to go into business as a general contractor or specialty contractor. This ease of access to the market sets the stage for unscrupulous businesspeople to victimize novice consumers of construction services.
The Contractor’s Side
It is every contractor’s worst nightmare. You spend years in the field perfecting your craft and decide it’s time to go into business and make your mark in the construction industry. Through years of hard work as a small businessman, you build a reputation for quality projects and personal integrity. You are then contacted by homeowners who pick your brain for good ideas and then shop those ideas to the lowest bidder.
Or what’s worse, homeowners hire you to perform work for which they haven’t adequate funding, or for which they never intended to pay in the first place. The contractor, despite performing to the letter of the plans and contract, must either settle for 50 cents on the dollar or, at worst, is forced into bankruptcy.
Unfortunately, it’s difficult for most general contractors to prequalify their potential clients and determine if they are reputable people who pay their bills and work to avoid litigation. Given the sheer number of contractors in the marketplace, it’s possible for unscrupulous homeowners to victimize numerous general contractors in this manner and never get taken to task for their actions.
Working Together
Hmmm … Sounds like two sides of the same coin. How do you avoid these problems, whether you are an unsuspecting homeowner or a reputable contractor?
I suggest treating any relationship between the homeowner and contractor as a relationship between professionals. Why shouldn’t the homeowner pay for the preconstruction services of a general contractor in the same way that the homeowner pays for the preconstruction services of an architect?
Treating the preconstruction services of a project similarly to those performed during the actual construction phase gives both the homeowner and the contractor an opportunity to work with one another before construction is begun. It provides an opportunity for both parties to find out the following valuable information:
- Can they work with the individual on a personal and professional basis? Are the contractor’s or homeowner’s personal or professional habits such that you could never work with that person under any circumstance?
- What is the quality of written and verbal communications from this person? Are the homeowner’s or contractor’s verbal communications confusing and contradictory? Are written communications incomplete and sloppy?
- Does the person do what he or she promises? Did the contractor get the bid to you when promised and with the information requested? Is this homeowner going to work with the general contractor, or only interested plagiarizing the contractor’s best ideas for use by another contractor? If this homeowner chooses not to work with the general contractor, will he or she pay for the preconstruction services as promised?
From the homeowner’s perspective, here’s a chance to try out the contractor before the contractor ever sets foot inside the home to do work. If John and Susie Homeowner don’t like what they see before construction begins, it’s a good bet they won’t like the contractor any better once the work has actually begun.
From the contractor’s perspective, if the homeowner is confused, contradictory, argumentative, or refuses to pay the bill for the preconstruction services rendered, it’s a good bet the homeowner will only be more contradictory, confused, argumentative, and a deadbeat once the construction work begins.
Preparing Your Construction Project for Winter
Our winter weather becomes challenging from mid-November through the end of March. As contractors—and homeowners—we have been conditioned to anticipate the changing temperature and weather conditions and look ahead to complete exterior projects (or at least get them under roof) before the harsh weather sets in.
There are many typical job site challenges that confront us during the winter months:
- Excavation of foundation and footers, laying block, and backfilling must be done before the ground freezes.
- Framing, sheathing, and setting of roof trusses and roof decking needs to be done in good time. We want to get everything under a roof to prevent freezing rain and snow from getting in.
- Installing shingles in cold weather is challenging; they become brittle and more time consuming to install. Ideally, shingles should be installed early enough so they’ll seal themselves during sunny, warm days. Often, shingles installed during cold weather do not seal properly. These shingles can blow off during very windy days.
- Windows and entrance doors need to be installed as soon as possible to keep out the elements.
- Temporary heat may be required to provide comfortable working conditions inside. Torpedo or salamander heaters are most commonly used. Both require the use of kerosene fuel.
- Temporary curtain walls are often used to provide winter protection. This is common where scaffold setups are necessary.
Winter weather can also cause a host of other, less obvious challenges:
- Down time increases. Employees or our subs are often sick with flus and colds. We may not have a full work crew showing up, or want them to—an employee fighting a bad cold is not as productive as one who’s feeling fine.
- Getting to work can be difficult. We may not get to work because we—or you—are snowed in or late because they just plowed our—or your—road. Sometimes there are school closings that require a parent to stay home. Most contractors I know share the responsibility to stay home with their child.
- Productivity is reduced when it is cold. People tend to take more breaks, drink more coffee, eat more doughnuts, stop to warm up more often.
- It can be very challenging to keep your employees and yourselves on a regular schedule. Since the weather can cause many delays or even job shutdowns, scheduling subs, materials deliveries, and the like can be a big problem.
We do what we can to get around as many of the routine problems as possible by planning ahead. We often send flyers or brochures to our customers in September. We remind them of the items to be concerned about in the coming months so they—and we—can avoid making costly repairs during the worst weather. Here’s our list of winter-prepping items to consider:
- Check to see that your furnace is in working condition.
- Insulate! Often, customers will consider installing additional insulation to their homes around this time of the year.
- Check to see that your weatherstripping is in good condition on doors and windows.
- Shut off all outside faucets and drain the lines.
- Clean gutters and downspouts of leaves and other debris.
- Have a structural check done on your roof. We have had a couple of winters where so much ice and snow has accumulated on roofs that trusses, rafters, beams, and decking were put to the test. Some structures collapsed. Other structures may have incurred damage that the homeowner doesn’t yet know about.
We try to line up certain kinds of jobs during the winter months. Some are obvious; we do bathrooms, kitchens, basement renovations, painting, and any other carpentry work, so long as it’s indoors. Unfortunately, a good part of our time is spent doing emergency work: dealing with siding or shingles that have blown off, ice dams that are causing leaks, and downspouts or gutters that have pulled loose because of ice.
We also end up doing some insurance work. We find that there are more fires during the winter, almost always due to furnace failures. Insurance companies often use us for restoration work related to these problems. Surprisingly, we also do a good deal of relocation work. Often, an executive is transferred to another city quite suddenly, and the house he or she was living in needs work done. The realtors who manage relocation programs for companies usually want the work to be done immediately so that the house can be sold or rented.
Avoiding Home Damage
Often the damage is extensive and the costs are high. Costs are even higher when repairs are not done correctly the first time. Often, a repair is completed without understanding or removing the source of the problem. It’s really a shame because most folks are not expecting the financial bomb that can drop on them. And I do not like being the bearer of bad news. So, what can you do?
Most of the time homeowners do not think they know enough about the mechanics of their houses and do not feel capable. I contend most homeowners are capable most of the time.
The easiest way to avoid costly repair is by prevention. The first step is simply observation— spotting potential problems before they become severe. Whenever you see important changes, you must act on them. The following are some important home prevention items to keep in mind.
Observe Your House
I believe that to observe is not always easy, but it is definitely possible. To observe truly, one’s full attention must be given. The more full the attention, the better one can see. And without assumptions and biases, the more open one can be to see what is really going on around you.
Observing is not figuring out. It is not analysis. It is not assessing or judging. It is not hoping. Observing is not output at all. The right output can come, if first there is pure, uncolored input (observation). Observing is a wonderment. It is open and receptive. It is true learning.
Where to Observe
Once you can observe potential problems around your home, then what? You can learn where to look and for what. At the end of this article is a list of vulnerable areas of the home. Keep this list and use it twice a year to walk around looking at the areas mentioned. Look for things that don’t look natural or for differences when compared with similar areas.
Use all of your senses to observe. Look for texture and color changes. Look for things not level or plumb. Look for cracks, water, bugs and ants, etc. The eyes can spot much, but also pay attention to your feet. When walking, does the floor seem unstable or soft? Listen for noises or squeaks. Touch discolored areas to see if they are damp. Smell for musty odors. Does anyone start sneezing or have difficulty breathing or get a headache when in a certain area?
What to Do with this Information
With your intention to prevent home problems from gaining a foothold, you will need to deal regularly with the information you gather from your observations. You will have many questions and concerns. That is good! I would suggest finding an experienced and reputable remodeling or renovation contractor who is willing to start an ongoing relationship. The reason is that you will need a dependable and honorable resource for expert advice who can also respond to your repair needs. Many contracting companies provide free advice to prior customers. The key is that it must be a mutually beneficial relationship. This is especially important for the do-it-yourselfers to remember.
Finding a competent, dependable, honorable contractor can be a challenge. But it can be worth the effort in the long run. For prevention help I suggest finding a remodeling or renovation contractor. The reason is that they deal in a variety of construction types and problems. They know who the best people are because they deal with so many subcontractors. In this business, as opposed to new construction, workers must be respectful of property and the homeowner.
It takes an occasional effort to observe your house and a good deal of work to find a trusted contracting resource. Thousands of unwary homeowners face foundation sagging, rotting, termite infestation damage, and water invasion problems. These problems can lead to floors and walls that crack and sag, erosion, or the undermining of masonry piers and footings. Those who put forth the occasional effort can often avoid literal disasters and save many thousands of dollars.
Home Vulnerability Checklist
(Nine areas to look for signs of damage)
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- Siding at lower levels, deck connections, under windows and doors, around chimney.
- Sagging or cracked masonry stoop, steps, or foundation; erosion.
- High-stress windows and doors, sills, and caps, i.e., those without overhangs or with southern exposure or without storms or gutters.
- Trim around chimney, under roof valleys, under poorly hung gutters, at corners or ends, discolored or mildewed wood.
- Water that collects or runs toward the house.
- Floors that are soft, unstable, or discolored near exterior doors; in bathrooms around toilets and tubs; cracking kitchen tiles.
- Discolored or peeling paint inside or out.
- Cracks in walls, especially emanating from window and door corners.
- Basement or crawlspace water or sweating ductwork.
