Hiring a contractor (or Designer)

In this episode I am going to discuss some of the things to look for in an honest and reliable contractor and other trade professionals. And why hiring the cheapest person is not always the best idea!

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Podcast Episode 2

Welcome to the Renovation Secrets  Podcast where we hope to untangle to mysteries of the renovation world. This is our second episode, welcome back if you happened to catch episode 1 and if you are new so glad to have you stop by. I am still in the process of finding the right music  to add so for now I am keeping things simple.

My name is Natalia Pierce and I will be your host. I am a certified kitchen and bath designer and business owner. Having been part of the renovation industry for over 15 years I have seen a great deal of renovation challenges. Each and every project is as unique as the people that will be using the space in the end and working with my clients has taught me so much about the impact I have as a designer. I started writing my books and developed this podcast to help shed some of the more realistic points of view into the complexity of this crazy industry. One of the biggest challenges is helping my clients remain positive during the renovation experience. We all know that what is seen on TV is far from the reality of the renovation world. No one likes to talk about the ugly side of renovations ( the messy, disruptive and chaotic part)  or the pink elephant in the room actual COSTs. In this episode I am going to discuss some of the things to look for in an honest and reliable contractor and other trade professionals. And why hiring the cheapest person is not always the best idea. 

Last episode we talked about some of the planning details that go into preparing for a renovation. In this episode I want to dive a little deeper into that process and talk about what to look for when hiring a contractor or other trades such as plumbers or electricians and even designers.

You can spend months doing all the planning in the world but if the execution is poor the end results will also be poor. The best quality products won’t matter if not installed properly and the finished reveal will not reflect the goals intended for your home.

So where do you start? With all the nightmare stories out there this can feel like an overwhelming process. 
 Depending on the size and complexity of your project will determine where you should begin. If you are adding on to your home you will need to start with either an architect, architectural technologist, or someone qualified to create drawings and submit for permits. For kitchens and bathrooms I highly recommend working with a certified kitchen and bath designer. As a specialized area of interior design, kitchen and bath requires extensive understanding, training and knowledge of the mechanical systems involved in these areas of your home. There is a reason why we have specialized. Kitchens are more than placing boxes in a room. 

I know that there is a myth out there that when you hire a designer or professional to help you with you project that it will cost more money, you lose control, or maybe feel like decisions and choices won’t reflect your style or budget. Completely the opposite actually. Working with a designer will define your project, eliminate any uncertainty and simplify the complexity plus the benefits of introducing you to products and processes that you may not have been aware of. And most often a designer will have a team of qualified trade professionals that can do the job with exceptional quality. In all likelihood the relationships between designer and installers have been forged over years and many projects later that eliminate the need to search for  a contractor altogether! Although I cannot speak for every designer, I know many of my colleagues and myself have teams with decades of experience and provide top quality results for every project. I am always encouraging my team to elevate their workmanship to be the best they can provide for my clients.

A contractor will have skills and tools to manage every part of your project and know when and where other specialty trades are necessary. A general contractor will bring in a plumber and electrician when needed. Why is this important? The simpler answer - Liability! Let me explain. Each trade will have the proper insurance that covers their area of expertise. For example, If they are not a licensed electrician and something goes wrong you are NOT protected. This is the first step to protecting your home and your family. I highly recommend working with only licensed and insured professionals. Yes it may cost a little more but is your home worth the risk just to save a few dollars? 

Your home is probably your single largest asset. Why would you want to trust anyone that has less than expert capabilities to make alterations, especially to critical mechanical systems that could impact the safety of your family? This may sound doom and gloom but seriously, the implications of cutting corners, especially when it comes to plumbing or electrical work, are not worth the possible issues. I’m not talking about changing a faucet or a light fixture, that as a homeowner can be done with a few simple tools. I’m talking about adding switches and receptacles, or moving the location of your shower. Major changes need to be done according to the guidelines of the building code in your area. Here in Ontario the Electrical Safety Authority (or ESA) is the governing body for all electrical work done in both residential and commercial buildings. If you have questions or concerns you can check out their website at ESA SAFE dot com. Their website is a great resource if you are looking for basic guidelines and some common do’s and don’ts. Again that is ESA SAFE dot com

When looking for a contractor here are a few things to watch for:

Do they have social media accounts? Facebook page, Instagram, HOUZZ.

Have they posted pictures of recent projects? Are there any customer reviews?

It is important to do your research. Once you have made contact with a prospective contractor or designer they should ask to see your home BEFORE they can accurately provide a quote. If they give you a quote over the phone this is red flag #1.

During the initial visit a few things need to happen:

1. Walk them through your project ideas explaining what is the goal for the space (new kitchen layout, update the bathroom or create a home theatre room in the basement). Showing them the location of the project 

2. Once the basic details of what is involved in the project measurements of your space are needed. (without being too nit picky pay attention to see if they are taking notes) 

3. They should ask a lot of specific questions to understand the details of your project. Things like what type of flooring are you using, have you selected a cabinet manufacturer for the cabinetry, are you working with technology integrators etc.. In order for an accurate quote to be provided they need to know as many details as possible. Here’s a good example: if you are replacing all the flooring knowing the type of flooring material you want will help determine the level of preparation required to install what you are looking for. There is a big difference to prepare for a porcelain tile floor vs hardwood.

Ask for references. Their previous clients will be your best indicator about quality of work, reliability, project management, business practices and more. Not every client will be open to contact from strangers but if the contractor has developed a good relationship with their clients many will be very open to sharing their experience. Be sure to follow up quickly so the past client can expect your call. Some questions to be sure to ask when following up are: 

·        Was the project completed according to plan? 

·        Did they stay on budget? 

·        If not what the reason for being over budget? Were there unforeseen issues that caused additional costs and/or delays? 

·        Were they open and honest about mistakes or issues? 

·        Did they inform you of any issues right away? 

·        Did they show up when promised? Keep in mind that they may not be there everyday depending on the schedule.

·        Was the quality of work up to their standards? 

·        Were permits required? How did they manage the inspection process? 

·        Did they pass inspections the first time? 

·        Were they organized and respectful of your home?

·        How did they manage scheduling of other trades? Or was that not part of their job?

·        Were they in charge of supplying materials? Did they plan ahead to prevent delays?

·        Were you introduced to each member of their team?

Answers to these questions will give you a reasonable perspective of their work habits and overall integrity to determine if they are someone you want to entrust your home to.

I want to go back and talk about mistakes and issues that come up on a project. Personally I feel how issues are handled to be one of the most revealing signs of someone’s personality. Firstly, mistakes happen. We are all human. But it is how the error is managed that makes all the difference! The more experience a contractor has the less issues come up but open honest communication goes a long way. I have made my share of mistakes and take the responsibility to make the necessary correction. Often I will already be working on a solution to present to my client when I let them know what has happened. Having those tough conversations is never easy, but in the end being open and honest is the only way to go.

Time for the pink elephant conversation! Money, budgets, costs are a critical deciding factor for most homeowners and truth be told as a contractor or designer this is how we make our living. 

The cost of a renovation is a driving factor and often very sensitive. We would all like to have an unlimited budget to create the home of our dreams but that is not realistic. If you are going through the process to gather three or more quotes consider these factors as you analyze each proposal:

1.     A licensed and insured contractor will charge more than a part-time hobbyist. As a legitimate business owner they have expenses to cover including:  insurance, taxes, WSIB, tools, equipment, software, wages and so on. Quality workers are also compensated accordingly.

2.     What does the quote include? Is it labour only? A quote might include material allowances, shop supplies or sundries, special products, mark ups, travel costs

3.     Are all expenses associated with your project included? Things like Demolition, waste removal, delivery costs, re-insulating, subfloor.

4.     Specialty items. For example if you are doing a bathroom renovation and are installing porcelain tile on the floor has an uncoupling membrane been included? Was a heated floor recommended? Quick diversion about uncoupling membranes- there are guidelines established for tile installation to ensure your floor remains bonded and without cracks. The Terazzo, Tile and Marble Association of Canada or TTMAC have outlined the minimum thickness of a subfloor for proper tile installation. The use of an uncoupling membrane helps keep the thickness of the subfloor reduced making transitions to adjacent flooring easier and ensuring a better installation.  For information on the benefits of uncoupling membranes you can check out the Schluters  website. Thats S C H L U T E R dot com.

The more detailed the quote the easier it is to compare. Understanding what has or has not been included based on what the contractor has determined to be an important or necessary part of completing your project to the best of his or her abilities can say a lot about their skill level and capabilities. The cheapest quote is rarely going to be your best choice. I would ask: What’s missing or has been overlooked? Have they cut corners just to get the job? Same consideration goes for the quote that is much higher than the rest! Ask questions and don’t be shy to seek clarification if there is something on the quote that doesn’t make sense or is unclear.

Red flag #2 If you are asked for a large deposit! It is reasonable for a small retainer to be paid to secure a job or to help offset the cost of materials, but any deposit larger than 10% of your total project budget should be highly scrutinized!  In the case of working with a designer a 50% deposit is often required when ordering cabinets, plumbing fixtures or any custom pieces. My cabinet manufacturer is a semi-custom, made to order, cabinet line, and once the order has been finalize the order goes into production.

Once you have hired your contractor be sure to establish a payment schedule BEFORE work begins. There is nothing more damaging to a working relationship when expectations are unclear. Payments can be based on milestones achieved; for example -completion of framing, or when all rough-in plumbing & electrical is done. (I cover a sample time line and payment milestones in my Inside Renovations e-book)

How are changes or additional items managed? If you are not billed for changes or additions until the end KEEP a very close watch on additional costs. It is super easy for a budget to go off the rails when adding little amounts at a time. $500 dollars here and there can become quite a shock at the end.

 Dealing with unforeseen issues. It can be difficult to anticipate everything that might show up during a renovation. Most often the hidden monsters  reveal themselves during the demolition phase when walls and floors get opened up. We recently completed a double bathroom renovation and when the old 1x1 tiles were removed from the floors we discovered over 2” of concrete supporting the old tile. There was no way of knowing what we would find in advance until the we were in the removal phase. That said not only did the demolition take a few extra days the need to rebuild the new subfloor was needed. Make sure your contractor has a process in place to manage the unexpected.

The discussion of payments make some people feel awkward but this is where the trust and faith come in. As a contractor they want to be compensated for an honest days work, as this is their livelihood and as a homeowner you want to make sure your home is returned to the new and improved version while keeping your home safe. The need for clear and open communication is important for both sides to feel respected. It is often tempting while you have someone capable in your home to “take care of” some small tasks that need attention but make sure you are aware of the costs associated with these items. Some contractors don’t mind taking care of the occasional small thing at no charge, but this kindness needs to be valued and not expected. A clear understanding of what will be part of the project can avoid misunderstandings. This is where a clear scope of work comes becomes essential. A scope of work will define each and every detail of your project from the removal of old fixtures to the precise details of cabinet installation. For example, As a designer I go to great lengths to ensure that my cabinet layouts are balanced by the lighting design. I provide multiple sets of  detailed drawings so each trade knows exactly how their part synchronizes to the next step. The scope of work becomes the guidebook so everyone knows their section and responsibilities.

Lastly, when you meet with a contractor or designer make sure you are speaking the same language? Are they in tune with your vision? Is there a connection or understanding to what your goals and needs are for your home? TRUST your instincts! Don’t force a relationship with someone you don’t feel a connection with, after all this is your home you are entrusting. TO be fair not all personalities fit together and your home needs to be placed in the hands of someone who is going to do their best for you and your family.

Never be afraid to ask questions. In ever industry there is as unique language or terminology used that as a homeowner you may not understand. A good contractor or designer will take the time to explain anytime there is something new or unclear.

I am a little biased but consider working with a design team. Designers do a lot of planning and coordinating that makes life a lot easier for the trades making sure all the materials are ordered and onsite when needed. This level of coordination often saves time as each team member knows when their part comes everything they need is already there. Your designer will often be the communicator and advocate between you and the trades making sure your goals are achieved.

Take your time to find the right team for your renovation, you wouldn’t trust your dentist to change the brakes on your car so protect your home and your family by hiring qualified and insured trade professionals.

If you enjoyed todays episode be sure to give us a like and click the subscribe button so you never miss a new episode. If you want more you follow us on Instagram @detailbydesign15 for daily inspirations and everything kitchen and bath. We can also be found on Facebook, linkedin , twitter and even TikTok. 

Our website and portfolio can be found at detailbydesign.ca. If you would like a FREE copy of our Inside Renovations e-book sends me an email to Natalia@detailbydesign.ca  with EBOOK in the subject line.

Until next time I wish you all the best in your renovating adventures!