Being in a trusting relationship with our contractors is not
only good for the project, but it’s also good for us. We are all aware that
quality customer service is something that we expect. Still, fewer people
really think about how important it is to cultivate a trusting relationship as
a customer with a contractor. Regularly, we come to the contractor with a list
of demands, but do we consider that maybe they look for tell-tale signs that a
job is going to be difficult not because of the technical aspects but because
of unreasonable customers or bad communication? Building a good rapport with a
contractor improves the mood of everyone involved in the project and it will
also improve the ability of the contractor to be open with you about snafus
that come up along the way.
These observations are extended by actual results seen by
experienced contractors and households. A recent report of the Center for
Construction Industry Studies from the University
of Texas at Austin assessing the changing nature of the
owner-contractor relationship from the contractor’s perspective found that
projects performed with collaborative relationships in the sample seem to be
more successful.[1] There are true stories that show that some
homeowners are very particular about how the contract and invoice and work are
to be done, but then they don’t reciprocate respectfully and take forever to
pay the contractor. That doesn’t seem fair. Another example of an owner not
seeing the relationship as a two-way street can be seen in the situation that
arises when the contractor has proven they are capable of providing quality
work through an owner’s verification and selection process, yet the owner
hovers throughout the project.
A closer look at the relationship between a contractor and
owner shows that there are responsibilities that an owner cannot ignore or
dismiss. A meticulous owner might be concerned about the final outcome to avoid
surprises, but if in cultivating the relationship the owner neglects to
describe what they would like, but instead nitpicks along the way, a contractor
may not feel overly satisfied with the relationship. It’s important to be very
clear about the desired outcome and if the contractor shares his concerns about
how a customer may need to revise their plans, it’s good to listen and talk it
out. Additionally, a customer is responsible for making payments according to
the agreement. Finally, while there are a number of ways to avoid being a
nuisance to a hired contractor,[2]
it’s important to focus on how to build an effective relationship. That means
both parties need to listen to understand each other’s positions and feelings.
First listen and then answer.
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