Contractors: When Things Go Wrong

This was one of those very challenging weeks where things didn't go as planned. I had to fire a contractor and that is always an unpleasant event.  Let's face it, without contractors a designer can not do their job.  The vision we have for a space, the ideas we propose to clients require skilled individuals to execute.  They are  key players in what I fondly refer to as my trio.  The trio consists of the client, the contractor and me.  Often I am working with the contractor the client has selected.  In other situations, I will recommend a particular contractor that I am very confident in their professionalism and abilities.  In most cases, they have been test driven...in my home!  Or, I have seen their work in person.  And sometimes, even this is not enough.

Case in point.  This past week I had to fire the painting contractor off the job for the client whose closets I am re-doing.  Here's a recap.  The painting was suppose to start a week ago, but the day before Mr. Painter called to say they were running behind on another job, could they push it to next week?  I called my client she said okay even though she had already emptied out 5 closets.  This past Tuesday, the painter I had "sold" her on showed up on time with 2 other men.  He then instructed one man about the work to be done and left.  She callled me to inquire if I knew this, because other than to introduce himself he did not speak to her.
I immediately called Mr. Painter to inquire about the situation and he replied "She is getting me, because he is my guy and I am the best and therefore she is still getting the best!"  My response, besides difficulty comprehending the arrogance I had not previously been exposed to, was to say "Well I sold you and this has taken us both by surprise, so I will trust what you are saying."  After this statement, I was trying to talk to him and he kept talking over me and said he had to go to another job, but would be a "good boss" and check my job later. Ok. Fine. I called my client and told her that the man at her home is one of his employees and he assures me will do an excellent job.  I have worked with this client before.  She trusted what I said.

Later that evening, I received another call from my client saying she was unhappy with the work.  There are drips, holes that were not filled, nail pops not fixed, and shelves that had previously been covered with a paper not sanded.  Oh, and Mr. Painter did not come back to check on the work/progress.  All things I had emailed as well as discussed with Mr. Painter ahead of time!  I called him and said "I think we have a few problems over at...." and began relaying the concerns.  More talking over me, some profanity and then "they're closets!" and I said "that makes no difference, she is paying for a professional paint job!"  I then began to try to explain to him how it is very important for me to manage the expectations of each client and job, still thinking he would apologize and say I will take care of all the issues personally and not to worry.  He did not say any of those things, but instead  said "get to your point, I don't have time for this!"  I said  "Ok.  Here is my point...your fired."  Silence.  And then he said, "Are you @#$%@&#.....kidding me?  No one has ever fired me off a job and you're not even giving me a chance to fix it!"  I said ,"You have had two conversations worth of chances to say the right things and be professional and you have chosen not to.  He then asked me not to share this with a couple via me he had just quoted work for.  I said I can not promise that because I do not  think you are the right painter for them either.  He then said, "Oh, so now your trying to take business away from me?"  My reply, "These are people who I have known for 15 years, I care about them.  Without my recommendation, the business would not have been yours to quote."  I then said, "It is regrettable our relationship is ending on a sour note and that I am sorry to have ruined your evening."  He said, "You didn't even ruin my day because I just bought a brand new Ford F-150 with Harley Davidison (something or other) and it was a great day!"  We hung up and just then it occured to me....there was no other more important/difficult painting job.  He had lied.

I immediately got on the phone trying to line up my favorite contractor to beg for a favor.  Yes, that is what a good designer should do for their clients in my opinion. We spoke and he said he could work me into his schedule for Thursday and Friday, but he would have to put 3 guys on it and I would need to make sure all the paint is there.  Whew, I had  been saved!!!   I called my client and said " Mr. Painter has been dismissed from the job and a new crew of 3 will be there on Thursday.  She said "Thanks, this is such a relief."   I met my contractor's painter that morning, to go over the details of the job.  I was on time, he was early.  When I was walking toward the house he came down the driveway to greet me, then grabbed my client's trash bin from the curb, as well as the gallon of paint I was holding, and put the bin in her garage.  The first closet we got to, he pointed out all the things that needed fixing.  This was going to be a very good day.  I made the right decision for both of us. I always notice these little gestures and details.  They often provide me with everything I need to know!

This situation definately took time away from blogging, so please excuse the lack of posting. I have been planning to do a post on contractors....just not this one!   I will eventually do one that outlines key elements of what I think you need to know and look for when hiring contractors based on my experiences as a designer and homeowner.

images courtesy google