Ask the Right Questions to find a Quality Remodeler

 
Each year our office gets calls from consumers very distressed, and understandably so, from a remodeling job that went bad. Sometimes the company or person contracted was a well-meaning friend of a friend who wasn't quite qualified but wanted to help out. Sometimes it's a guy working out of the back of his truck and just passing through but he had a real bargain price. Well you get the picture and I'm sure you can add your own story or a story from someone you know.
 
As a homeowner, how can you find a quality remodeler these days? As is the case in most business situations, in order to make an educated decision, you need more information than may be provided initially by a remodeler. Two sets of questions will help probe beneath the surface of a newspaper ad or a listing in the yellow pages or a brochure. The first set of questions is for the remodeler and the second set is for his client referrals.
 
Start by asking a couple of questions about the remodeler's specific satisfaction ratings. Answers to questions like, "What are your customer satisfaction levels?" and, "How do you gauge satisfaction?" should be helpful indicators. Also ask what percent of business is repeat customers or referrals. Quality remodelers not only have good results, they think it is important to get customer satisfaction feedback and use it to improve. Remodelers who are particularly proud of their customer satisfaction ratings may show you completed client surveys.

With this information in hand, move on to the timing question: "What do you do to make sure that the project will be completed on schedule?" A green light response included the remodeler describing a well-planned remodeling process that leaves little to chance. Quality remodelers have reliable, well-defined construction processes that prevent unpleasant and unnecessary surprises. The best remodelers have documented procedures.
 
You also want to be able to depend on good workmanship quality. A remodeler worth consideration should be able to answer the question, "How do you make sure that workmanship quality is up to your standards?" Quality remodelers have long-term relationships with qualified craftsmen and use a formal inspection process to constantly reinforce the company's quality standards with these workers.

Because the home remodeling industry is highly competitive, quality remodelers often "go the extra mile" to set themselves apart from their peers and to stay abreast of developing industry issues. Find out if your remodeler is active in a trade organization such as your local North Coast Building Industry Association's Remodelors™ Council. Next, take into account that the remodeler you choose will be in your home, interacting with you and your family on a daily basis.

Quality remodelers should be able to keep you satisfied throughout the construction process by keeping you informed of project status, addressing your concerns, respecting your privacy, and minimizing disruption to your day-to-day activities. Specifically ask how the remodeler will do these things.

The last question for the remodeler, but certainly not the least important, is, "What happens if I discover a construction error after the warranty period?" And above all get everything in writing. Too many times we don't hear the same things. Be sure everything you are having done and the materials to be used and dates are in writing.

To verify the accuracy of a remodeler's responses, ask for at least three referrals to people for whom the remodeler has done the same type of work. Since the remodeler will be providing the list of referrals, you would expect them to say they are satisfied with the work done. You should go beyond that and gather more in-depth details with questions, such as?

Is the finished project what you thought it would be? This will tell you if the remodeler is a good at communicating what you will ultimately get.

• Was the project completed on time? Where there any big surprises along the way? These inquiries will help you gauge whether or not the remodeler's processes are standardized and under control.
• Did you have to ask the remodeler to correct problems you found during the construction process? The answer will show if the remodeler has high quality standards.
• As the job progressed, how did the remodeler keep you informed and address any of your concerns? This speaks to the remodeler's desire to keep customers satisfied from start to finish.
• Did you have cause to call the remodeler back after the job was complete? For what reason? How long did it take to resolve the problem? This will help you see if the remodeler stands behind his work.
• What changes, if any, would you make if you could do the job again? This question will garner useful information about the remodeler's design expertise and ability to anticipate your needs.