Qualities Of A Successful Contractor And Project
The Bar Is Higher
These days, the minimum you can offer customers is workmanship and quality materials. However, that alone may not be enough to set you apart and make your company successful. Other factors that are becoming more important are being punctual, courteous, clean and trustworthy. If a home owner feels they can depend on you, you are much more likely to be chosen.
“Homeowners expect more than a competent home improvement professional when they call someone to work on a project,” says Mark Schwebach, owner of Complete Handyman of Middleton. “Traditionally, contractors promoted the fact that they were capable, experienced and knowledgeable. However, consumers expect more than that now. Success as a handyman or as a contractor depends on the customer’s entire experience, from beginning to end.”
Choosing Character Is The Best Defense
Many homeowners have had bad experiences and when they are looking for someone to do additional work they look for things that imply character. It starts with just showing up on time…not wasting the customer’s time. “In fact, in our company we have instituted some simple rules that indicate character, allowing the customer to trust us and making the entire process from beginning to end more enjoyable,” says Schwebach. If any of his workers don’t live up to these rules, they change or they are no longer associated with the company. They are, simply:
• We show-up on time
• We finish the project on schedule
• We keep the work site clean—free of debris,tools,dust, etc.
Character Shows After A Project Is Done
“Sometimes to help illustrate how we can make the experience better we provide two or three references and encourage potential customers to speak with our past customers and even look at the finished project,” says Schwebach. “What is amazing is some contractors won’t even provide one reference, much less three references.” “We even had one homeowner, who eventually became a customer, contact five past customers and visit each one of their homes. In this case it was a basement finishing project. While the workmanship was excellent, he was most influenced by the ‘intangibles.’ Things that made him feel most comfortable with the quality of our character.”
“There is no doubt in my mind that with quality of work being equal, homeowners will choose what they perceive as the high character individual,” Schwebach says. “I know for a fact that we have gotten a job even with a higher bid because our references talked about their good experience from beginning to end.” Basements are a great example of where a project really depends on timing, cleanliness, trustworthiness and courtesy. Because a contractor is potentially tearing out materials, hauling in new stuff and being in the house in general, they must not only be effective in their profession, but be considerate of families and their needs. It’s an area where we have excelled and the consumer trend seems to be going that direction at a higher rate.
