A Story in the News... and a Few Thoughts on the Contracting Business

This evening, after supper, I was sitting in my chair browsing the news online when I came across a CBC article about homeowner-contractor disputes here in Charlotte County, including one here in St. Andrews. Like most news stories, there are always two sides, and I certainly don't know all the facts. I'm not interested in weighing in on those particular situations.

What it did do, however, was get me thinking about the construction industry as a whole—and the responsibility every contractor has to earn, and keep, the trust of their customers. After more than four decades in construction, I've learned that a contractor's reputation isn't built by advertising or fancy equipment. It's built one customer, one project, and one promise at a time.

I've spent most of my life in this business. Over the years I've worked for homeowners, businesses, municipalities, developers, and government agencies. I've built relationships with customers that have lasted decades, and I've seen projects go exactly as planned. I've also seen projects where weather, hidden site conditions, supply shortages, equipment breakdowns, or unexpected changes turned a straightforward job into something much more complicated.

Construction isn't always as simple as it appears from the outside. Every property is different. Every project is different. Every customer is different. There isn't an assembly line in construction. Every day brings its own challenges, and that's why experience, communication, honesty, and good judgment are every bit as important as the equipment on the job site.

Your Reputation Is Your Most Valuable Asset

People often think a contractor's biggest investment is their equipment. I don't. It's their reputation.

Anyone can finance a truck, rent an excavator, print business cards, and call themselves a contractor. That doesn't make them a professional. Experience can't be financed. Judgment can't be leased. Integrity can't be bought. Those things are earned one customer at a time, one project at a time, and one promise at a time. 

A good reputation takes years to build. A poor decision can damage it overnight.

Don't Be Too Quick to Hand Over Your Money

If you're excited about a new project—and most homeowners are—it's easy to want to get the ball rolling as quickly as possible. But don't let your excitement outweigh your caution. Take your time. Ask questions. Read the contract. Understand exactly what you're paying for before you hand over any money. Never let anyone pressure you into making a decision on the spot. A reputable contractor will give you the time to review an estimate, ask questions, compare options, and make the decision that's right for you.

Not every contractor asks for money upfront. In fact, many established contractors will begin the work and request progress payments as the project moves forward. Those progress payments are typically based on work that has already been completed and the materials that have already gone into the project. A professional progress invoice should clearly show where the project stands. In many cases, it will include a breakdown of the work completed to date so you can see exactly what has been accomplished and what your payment covers. 

That transparency benefits everyone. For the homeowner, it provides confidence that the project is progressing as agreed. For the contractor, it provides the cash flow needed to pay employees, suppliers, subcontractors, fuel, equipment costs, and materials so the work can continue without interruption.

There are certainly situations where a deposit is reasonable—particularly if custom materials need to be ordered or there are significant upfront costs. But if someone you've just met is asking for a substantial amount of money before a shovel ever hits the ground, don't be afraid to ask why. A reputable contractor should have no problem explaining how and why their payment schedule works.

Trust Works Both Ways

Every homeowner is making a significant investment when they hire a contractor. They have every right to ask questions.

• How long have you been in business?
• Are you insured?
• Are you covered by WorkSafeNB?
• Can I speak with previous customers?
• Will I receive a written estimate or contract?
• Who is responsible for obtaining any required permits, inspections, or utility locates?
• Do you require a deposit before work begins, or do you bill using progress payments as the project moves along?
• How will I know what my payments are covering? 
• Will my invoices include a breakdown of the work completed to date?
• What warranty do you provide on your workmanship?

Don't be afraid to ask who will be managing your project and who your primary point of contact will be. On some jobs, the contractor you meet will be on site every day. On others, employees, foremen, or subcontractors may carry out portions of the work. Understanding who is responsible for the project and who to contact if you have questions can help avoid misunderstandings later on.

Don't ever feel uncomfortable asking those questions. They're responsible questions, and they're exactly the kinds of questions I'd encourage anyone to ask before hiring a contractor. A reputable contractor should be happy to answer them.

At the same time, trust is a two-way street. 

Most contractors genuinely want to do good work. They take pride in what they build because their name goes with every project. They also appreciate customers who communicate openly, understand that unexpected situations can arise, and recognize that not every delay is the result of poor workmanship or bad intentions.

Respect, honesty, and communication are responsibilities shared by both the contractor and the customer.

The Lowest Price Isn't Always the Best Value

I've lost jobs because someone else came in cheaper. That's business. Sometimes the lower-priced contractor did an excellent job. Sometimes they didn't. 

Construction isn't like buying a television where every model is essentially the same. Two contractors can look at the exact same project and arrive at very different prices because they're planning two very different jobs. One may allow enough time to do it properly. Another may underestimate the work involved. One may include quality materials. Another may not.  One may carry the proper insurance and overhead. Another may be cutting corners that the customer never sees. 

The cheapest estimate often becomes the most expensive if the work has to be repaired or redone later.

"The bitterness of poor quality remains long after the sweetness of a low price is forgotten." - Often attributed to Benjamin Franklin. This is a quote that I've always liked because there's a lot of truth in it.

Good Contractors Aren't Perfect

There's something I wish more people understood. Even experienced contractors run into problems. Weather changes. Materials arrive late. Equipment breaks down. Underground conditions aren't what anyone expected. Sometimes the customer changes the scope of work halfway through the project. That's construction.

The difference isn't whether problems happen. The difference is how they're handled. Do you answer the phone? Do you explain what's happening? Do you work toward a solution? In my experience, good communication solves far more problems than silence ever will.

A Handshake Still Means Something

When I first started in this business, many jobs were agreed to with nothing more than a handshake. The industry has changed, and written contracts are important today—for both the customer and the contractor. 

But one thing hasn't changed. 

Your word still matters. If you tell someone you'll be there, be there. If something changes, tell them. If you make a mistake, own it. If there's a problem, work to make it right. Those aren't complicated business principles. They're simply the way I've always believed people should treat one another.

In Closing

That CBC article reminded me that the actions of a few can sometimes cast a shadow over an entire profession. That's unfortunate because there are thousands of honest contractors across New Brunswick who get up every morning, work hard, stand behind their work, and genuinely care about the people they've been hired to serve. 

If you're planning a project, take your time before hiring someone. Ask questions. Check references. Look beyond the bottom-line price. Choose someone whose reputation has been earned—not advertised.

I've always believed that when the last piece of equipment leaves a job site, the only thing a contractor really leaves behind is their work and their reputation. One speaks for itself. The other is built one customer at a time.