Frequently Asked Questions

Feared Question #3

“As the estimator, are you going to be personally involved in my job? If not, how will my project be managed?”

ou might wonder what “project management” has to do with a remodeling project. It is an area many remodeling consumers never even consider. The fact is, contracting is the #1 source of consumer complaints in the state. Poor project management is probably what triggers more calls to the State’s Attorney or the Better Business Bureau that any other reason. In many companies, the estimator or owner of the company will visit your home. That same estimator or owner probably will not be actually doing the remodeling work once the project starts. That is fairly common, and nothing is wrong with it, providing the company has a system for managing your project.

What do we mean by “project management”? It really encompasses the planning, execution, and follow up of the service you have purchased. For most remodelers, project management means providing a rough start and completion dates, maybe some order dates, and little else. The consumer who purchases this kind of service should plan on taking time off work during the project, read up and become familiar with proper remodeling procedures, and have the Attorney Generals number handy.

Good project management starts with a professional proposal and detailed specifications. It is those specifications that will guide a crew during the work, and is what youve agreed to have done (or not done). Really good companies will have a highly trained, experienced project manager running your job. You should expect the project manager to visit the job site before the project begins, to become familiar with specifications and to meet with the new client. The company should have specific systems for executing each phase of the project (such as property protection, demolition, framing, mechanicals…). For example; how do they handle changes to the project’s specifications? If you add new doors or decide to paint a bedroom, how will the crew or project manager proceed? Good project management will dictate a written change order be created, detailing the additional work, and the corresponding change in the investment. It should be signed by both the project manager and the client. If that is not the procedure, or there is no procedure for changes, be wary. Another example might be; how will the crew make sure the job is done correctly? Do they have a system to check and cross check their work? Will the project manager walk the job with the client at the completion, to assure satisfaction? Again, if no specific procedures are in place, buyer beware!

As you can see, project management is a key aspect of getting your job done the right way, in the time frame you expect, and without the nightmares many consumers suffer through. If you spend a little time talking with a prospective contractor, you will quickly begin to get a feel for their project management systems. Trust your instincts.

The Smoke and Mirror Tricks

This is an area where the there are fewer tricks and more poor business practices. Most contractors put little emphasis on project management. Asking a few questions will quickly let you know if they have procedures and systems in place or not. Obviously, if the price seems really good, it’s a sure bet project management is one of the pieces that will be missing from your proposal. Keep in mind, if you decide to go with a contractor without these systems, plan on playing the role of project manager yourself.

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