Here’s how to start off on the right foot

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If you’re considering a renovation, you know how important it is to hire a skilled contractor for the job. But sometimes, unexpected problems arise. Once the paperwork is signed, how do you deal if the contractor is constantly late or delaying your project?

It’s always best to avoid accusations when broaching the topic of missed deadlines, according to Kendra Sinclair, Thumbtack’s design trends expert. She suggests approaching the conversation from a collaborative perspective, focusing on how you can work together to address delays.

We asked Sinclair and other home experts for their recommendations on how both parties can communicate effectively to avoid misunderstandings without jeopardizing your professional relationship. Here’s where to start.

Schedule a Timeline Meeting

A discussion about delays or project concerns is usually most productive in person, so schedule a time to bring it to your contractor’s attention. “A lot can be lost or misinterpreted in written conversation when it comes to tone of voice; it’s easier to have a civil conversation face-to-face,” says California-based interior designer Anne Sage. It also helps to let them know the agenda ahead of time so they know what to expect.

Engaging in open communication and agreeing on more specific timelines and milestones can get homeowners and contractors back on the same page. “Anchor the discussion in shared expectations and feasible next steps, and agree on the scope, costs, and timeline for any remaining work,” Sinclair says.

She recommends having the conversation at the start or end of the day, when you can also have some privacy. “Never bring up a grievance while they’re in the middle of a loud, dusty task,” Sinclair warns.

Start a Paper Trail

“Once you’ve revisited next steps, send a text or email follow-up to ensure you’re both on the same page,” Sinclair says. Licensed general contractor Jeri Goodkin-Dausey of Florida-based SBC Expert Construction Services agrees that expectations should be documented, not assumed. “When issues arise, address them early and in writing so they don’t compound into frustration or mistrust,” she recommends.

Having documented evidence will also help you down the line if you need to take legal action in case the contractor becomes unresponsive or doesn’t uphold your contract.

Stick to the Facts

Sage recommends leaving personal interpretations aside. Having things written down is helpful to reference what was said vs. relying on your memory of it. It’s tempting to say things like “I’m feeling frustrated that…” or “I don’t appreciate that…” but it will only muddy the waters and make it harder to identify the problem and solution, Sage explains.

Goodkin-Dausey suggests asking for a status update rather than leading with blame when you have a concern. “Phrases like, ‘Can you walk me through where we are and what’s impacting timing?’ keep the conversation productive and collaborative,” she says.

Own Your Role in the Situation

“Leave your ego aside and get comfortable speaking aloud how you may have contributed to the issue,” Sage suggests. This can help diffuse a tense conversation, keep the contractor from thinking you’re blaming them entirely, and prevent them from getting defensive so you can have a constructive discussion.

Also, acknowledging when things are going well can go a long way toward developing a positive professional rapport, especially when you need to raise a concern later. And remember, you’re both just people trying your best.

Be Understanding of Delays

Unforeseen circumstances can affect your project’s timeline, but it’s still important that your contractor communicates with you about them. Here are a few common reasons for a delay:

• Bad weather
• Permit backlogs
• Inspection delays
• Change orders
• Supply chain and material shortages
• Subcontractor delays

“These are realities of construction, especially post-pandemic, and a reputable contractor should be transparent about them as soon as they arise,” Goodkin-Dausey says.

How to Prevent Contractor Delays in the First Place

Vet Contractors Ahead of Time

Spend time looking through online reviews on sites like Consumer Affairs or Google Reviews and social media. Disgruntled and satisfied former clients alike will often document their experiences, so be on the lookout for both. However, Sage warns that online reviews can be skewed too positively by friends of a sketchy contractor, or too negatively by someone who had unreasonable expectations, so it’s best to look for proof of competency in multiple places if possible.

For example, ask trusted neighbors, friends, or family members if they have any contractors they’d recommend. If they had a good experience with a project similar in scope to yours, it’s likely you will, too. From there, Sage recommends interviewing a few shortlisted contractors to vet their communication style.

“Selecting a contractor with good communication skills is the most important step in avoiding serious conflict during the construction process,” Sage says. “Because the question isn’t if you’ll have hard conversations—it’s when, and how many, and how smoothly will they be resolved?”

If your contractor refuses to put the scope of work, costs, and payment schedule into a contract, you should move on, Sinclair adds. Other red flags to watch out for include a contractor who:

• Takes days to respond to an inquiry
• Dodges questions
• Talks over you or doesn’t listen
• Avoids specifics
• Bristles at the suggestion that things might go “wrong”
• Doesn’t provide photos of before-and-afters as well as completed work
• Is reluctant to put timelines in writing
• Offers an unusually low bid

These are not the type of people who would have constructive, solutions-oriented conversations down the line, Sage says. Goodkin-Dausey agrees, noting that how a contractor communicates before the contract is signed is usually how they’ll communicate once the job begins.

Get Commitments in Writing

Verbal agreements can lead to misunderstandings, so it’s important to put expectations and commitments in writing from the beginning, including guidelines for when and how to communicate. Sinclair recommends weekly check-ins, immediate texts for open questions, and setting the expectation that responses are received within 24 hours.

“I’ve personally found that my greatest frustrations tie back to anxiety around overpaying for work without seeing progress. One way to get ahead of this is by tying payments to completed milestones,” Sinclair says.

Don’t Be Afraid to Overcommunicate

“I’m a big fan of the phrase, ‘I’m going to repeat back to you what I’m hearing, to make sure I understand,’” Sage says. “Once the contractor is done talking, repeat back your understanding of what they’ve said, and allow them to either confirm or clarify what’s being said. Sometimes two people can hear the same words but interpret them completely differently, and this saying helps ensure you’re on the same page.”

Add in Wiggle Room

If you’re planning a renovation, make sure your expectations are realistic and pencil in some extra buffer time for unforeseen setbacks from the beginning. As with anything in life, there’s always a chance things won’t go exactly as planned, and this way, you aren’t setting yourself up for disappointment or an emergency if the project isn’t completed as quickly as you’d hoped. It also sets the stage for a more peaceful relationship with your contractor if you’re not in a panic for things to get done quicker.

Source: House Beautiful