6 Ways to Handle Unreliable Tradespeople During Projects
Design and renovation pros on Houzz in the USA share how they resolve issues and keep projects on track
Once a project is in full motion, another professional on the team sometimes can show themselves to be unreliable or unruly. They might lack serious follow-through, fail to be accountable for making big mistakes or cause serious issues that affect everyone involved.
1. What to do when a tradesperson does a bad job
When a fellow home pro has been unreliable more than once, a first step is to talk with them about it. Addressing the problem in a calm and professional manner can help keep the discussion productive and constructive.
“I always go into conversations taking emotions off the table,” says Kirby Foster Hurd, founder and principal designer of Kirby Home Designs. “Bring the facts forward, not how you feel about the situation.”
Hurd believes it’s best to be straightforward when problems arise with other pros. At the same time, it can help to be understanding and give them some grace. “Ensure the person on the other end understands the problem clearly and give them a fair chance to reflect and respond,” she says.
Learn about Houzz Pro all-in-one business software
When a fellow home pro has been unreliable more than once, a first step is to talk with them about it. Addressing the problem in a calm and professional manner can help keep the discussion productive and constructive.
“I always go into conversations taking emotions off the table,” says Kirby Foster Hurd, founder and principal designer of Kirby Home Designs. “Bring the facts forward, not how you feel about the situation.”
Hurd believes it’s best to be straightforward when problems arise with other pros. At the same time, it can help to be understanding and give them some grace. “Ensure the person on the other end understands the problem clearly and give them a fair chance to reflect and respond,” she says.
Learn about Houzz Pro all-in-one business software
2. Consult your building contract… or defer to your manager
Sometimes you may not be able to take action or make decisions regarding the project or team. The responsibility of managing an unruly professional might fall on your supervisor, a colleague or your client. When in doubt, the contract can offer guidance on how these scenarios should be handled.
Sean Tomlinson, owner of Tomlinson Designs, says their contracts are usually with homeowners – not other design or construction pros, so only the homeowner can decide how pros are managed on the project.
Typically, Tomlinson’s team likes to stick around during the building phase, to help their clients navigate awkward situations with questionable pros. “If it gets really bad, then it’s a decision for the homeowner to end the contract with them or not,” says Tomlinson. “We keep detailed records of this process for reference later if needed.”
Sometimes you may not be able to take action or make decisions regarding the project or team. The responsibility of managing an unruly professional might fall on your supervisor, a colleague or your client. When in doubt, the contract can offer guidance on how these scenarios should be handled.
Sean Tomlinson, owner of Tomlinson Designs, says their contracts are usually with homeowners – not other design or construction pros, so only the homeowner can decide how pros are managed on the project.
Typically, Tomlinson’s team likes to stick around during the building phase, to help their clients navigate awkward situations with questionable pros. “If it gets really bad, then it’s a decision for the homeowner to end the contract with them or not,” says Tomlinson. “We keep detailed records of this process for reference later if needed.”
3. Tips for resolving a dispute with trades
Projects can run more efficiently when stakeholders focus on problem-solving. “Discussing paths for solutions before jumping to conclusions is critical, even if at the end of the fix [it] means that the pro won’t be involved on that project any longer,” says Phil Shearon, president and principal designer of Shearon Design Collective. “We know some things you just can’t come back from, but we always work together with them to, at a minimum, remedy the issue at hand first.”
Robin McHaney, owner of and designer at Simply Elegant Interiors, agrees. She says it’s best to try to resolve the issue at hand before doing anything else.
Projects can run more efficiently when stakeholders focus on problem-solving. “Discussing paths for solutions before jumping to conclusions is critical, even if at the end of the fix [it] means that the pro won’t be involved on that project any longer,” says Phil Shearon, president and principal designer of Shearon Design Collective. “We know some things you just can’t come back from, but we always work together with them to, at a minimum, remedy the issue at hand first.”
Robin McHaney, owner of and designer at Simply Elegant Interiors, agrees. She says it’s best to try to resolve the issue at hand before doing anything else.
Interior designer Meredith Park gives other home pros the benefit of the doubt when she senses something is amiss. However, she’s prepared if things take a turn for the worse. “I begin to develop a Plan B and I become much more present on the job site to make it clear that I am going to hold them to quality standards and the timeline for the project,” she says.
The Houzz Pro Timeline tool lets you map out project schedules, communicate plans with team members and visually track progress.
The Houzz Pro Timeline tool lets you map out project schedules, communicate plans with team members and visually track progress.
4. Should I rectify another tradesperson’s mistakes?
If another professional makes a serious blunder, one option is to make it right for the client’s sake. “If something occurs, I reach out to the reliable company or individual to take care of what must be done to correct a problem,” says interior designer Sandy Schargel. “There have been times that I had to take financial responsibility to keep my clients happy.”
Anna Shiwlall, owner of 27 Diamonds Interior Design, believes in holding pros accountable when they make mistakes. And if they don’t make it right, she will file an official complaint to help resolve the matter.
If another professional makes a serious blunder, one option is to make it right for the client’s sake. “If something occurs, I reach out to the reliable company or individual to take care of what must be done to correct a problem,” says interior designer Sandy Schargel. “There have been times that I had to take financial responsibility to keep my clients happy.”
Anna Shiwlall, owner of 27 Diamonds Interior Design, believes in holding pros accountable when they make mistakes. And if they don’t make it right, she will file an official complaint to help resolve the matter.
5. Can I terminate a sub-contractor?
Jason Faulkinberry, owner of Faulkinberry Enterprises, will immediately terminate a relationship with an unreliable or untrustworthy professional and remove them from any active projects they’re working on.
“All the builders I work with would release anyone unethical, dishonest or unprofessional,” says Kai Geschke, president of Geschke Group Architecture. “Unfortunately, that happens all the time.”
If you choose to go down this route, it might be best to then turn your attention to getting the project back on track. “[I] find an immediate replacement and start looking for two to three companies to ensure job completion,” says Teresa Watkins, owner of Sustainable Horticultural Environments. “[And] never use the unprofessional company again.”
Jason Faulkinberry, owner of Faulkinberry Enterprises, will immediately terminate a relationship with an unreliable or untrustworthy professional and remove them from any active projects they’re working on.
“All the builders I work with would release anyone unethical, dishonest or unprofessional,” says Kai Geschke, president of Geschke Group Architecture. “Unfortunately, that happens all the time.”
If you choose to go down this route, it might be best to then turn your attention to getting the project back on track. “[I] find an immediate replacement and start looking for two to three companies to ensure job completion,” says Teresa Watkins, owner of Sustainable Horticultural Environments. “[And] never use the unprofessional company again.”
6. Protecting your reputation and business
If a home pro leaves a bad impression on you or your client, it might be time to reconsider your business relationship with them. It may not be worth risking your professional reputation any further.
“Having an untrustworthy professional representing [our company] is unacceptable,” says Anthony Collins, owner of and certified builder at Northlight Custom Builders. “We will make things right with our customers and will likely not work with that supplier or sub-contractor again.”
If a home pro leaves a bad impression on you or your client, it might be time to reconsider your business relationship with them. It may not be worth risking your professional reputation any further.
“Having an untrustworthy professional representing [our company] is unacceptable,” says Anthony Collins, owner of and certified builder at Northlight Custom Builders. “We will make things right with our customers and will likely not work with that supplier or sub-contractor again.”
Your turn
How do you deal with unreliable pros? Tell us in the Comments, like this story, share it with your team and join the conversation.
More
For more on this topic, read 10 Tips to Build Good Relationships With Other Design & Reno Pros
How do you deal with unreliable pros? Tell us in the Comments, like this story, share it with your team and join the conversation.
More
For more on this topic, read 10 Tips to Build Good Relationships With Other Design & Reno Pros
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