What to look for in a Home Improvement Contractor

Ah, home improvement. It offers the glimmer of hope to right what’s wrong in our everyday environment - our home. From simple changes to complete renovation, you want to hire someone who can produce results. Better yet, the results you want. Here's what to look for in a home improvement contractor (HIC).

Experience

Experience is a major consideration in choosing the right HIC. Everybody starts somewhere but you shouldn’t have to pay for someone else’s education. In the United States, regulations for HICs vary from state to state but often entail paying a simple fee in exchange for a license. Holding a HIC license doesn’t necessarily relay experience or technical competency. It’s more a formality that pays into the state’s Guaranty Fund – a pool of money created to help satisfy aggrieved homeowners.

Your HIC should of course be properly licensed but that’s just the start. There are two types of experience that are important: technical and business. Your contractor should have technical experience that relates to the specific type of project you need done, the specific type of home you have and the type of problems that may arise throughout construction.

While technical experience can be obtained as an apprentice or while working for someone else, business experience comes from being the head of projects. Your contractor’s business experience determines the quality of their sub-contractor network. A simple question like “Who do you use for a plumber?” shouldn’t draw a blank.

Also, the longer your contractor has been in business for his or herself, the stronger their insurance coverage, licensing and trade association memberships will be.

Customer Service

I’ve always held to the novel notion that a homeowner should not only receive quality work but also quality service. When I finish a job I want clients to love the finished results and feel that their ideas, concerns and needs were addressed with concern and enthusiasm. If their beautiful new bathroom brings constant memories of aggravation, it’s not a success.

All the technical skills in the world can’t overcome poor customer service so your contractor should emanate that this is a priority. They should be available to answer questions, be willing to listen to your ideas and be able to offer solutions or options that fit your budget. If you don’t feel comfortable with how you are treated at an initial consultation, it’s not likely to improve throughout construction.

The best way to determine the level of customer satisfaction you can expect is to check with past clients. A good contractor will be more than happy to share their past projects and customer service record with you by providing references.

Creativity

There are plenty of home improvement contractors who possess extraordinary design and problem solving skills. Even if you are working with an architect or designer, hiring a contractor who can contribute to the design process will benefit your project’s outcome.

This is especially true if you are acting as the general contractor. You’ll want a team of subcontractors who can envision different solutions within their given specialty. If you are hiring a GC to manage the job for you, they will set the tone for the entire project. Creativity allows them to put all the pieces together in their mind before construction begins and provide functional aesthetic options throughout the process.

Reliability

There is of course more to the job than just showing up but reliability is an absolute must in a home improvement contractor. Reliable contractors are worth their weight in gold and both homeowners and distributors know this. They show up on time, they provide and meet reasonable timeframes and they surround themselves with other contractors who do the same.

There are several ways to determine a potential contractor’s reliability. If they’ve passed the simple first steps like showing up on time to meet with you or at least giving you reasonable notice to reschedule, you’re off to a good start. Check with their previous clients to find out more.

Another very good resource for finding reliable contractors is building supply stores. Tile stores, lumber yards, nurseries and even your local hardware store usually have the scoop on local contractors. Some keep a list of recommended installers, i.e. contractors who have proven their skills and reliability in installing the store’s materials.

Attitude

This is what makes the building industry so colorful but drama belongs in movies so pay attention to your contractor’s attitude. The construction site can be intense because sometimes things just go wrong. Contractors aren’t superhuman so their ability to deal with stress is often tested. How your contractor handles stress is a quality that can make or break a project.

Emotions can run high on construction sites and escalate into problems. I was once on a job, and this is not a tall tale, where the police had to be called because the carpet installer would not move his van. For the homeowner, no less. On other jobs I’ve seen grown men throw their hands in the air and leave because the stress is too much.

The reality is that construction can be extremely stressful and your contractor should have a knack for dealing with it. If they are the GC, they should be skilled in diffusing tense situations. If they are a subcontractor you’ve hired, they should be able to communicate problems before they become a crisis. Again, check references and ask specifically how well your contractor was able to deal with problems and stress on the job.

What to ask references

• What type of project did you hire the contractor to do?
• How is the quality of the finished work?
• Was the job completed on time?
• Was the project completed within budget?
• Was the contractor (and their team) reliable?
• How well did they deal with difficult situations?
• Was there anything you would have preferred done differently?
• Was there anything the contractor did that was especially mindful of your needs?
• Would you use them again?

*Note: The information in this article is general advice and not meant as a substitute for personal guidance from a financial advisor, real estate professional, general contractor or legal counsel. Although the author is a licensed realtor, the advice given in this article does not constitute any client contract or agreement between the author and the user. The author is not responsible for any losses, damages or claims that may result from your decisions.