6 Tips for Hiring a Service Provider

We have searched the web for good advice toward hiring a home service provider. Mostly what we find is generic info that can help you be sure you are getting a state licensed contractor. The problem is that when it comes to the service provider’s ability to satisfy their clients the state license board does not test, guarantee, rate or endorse any of their licensees. So, great, you can now identify someone who paid some money to the state, purchased a bond and perhaps even took a test to see if they know how to keep their books, advertise legally, and regurgitate a few memorized details about how to perform their trade. This is perhaps a good start but it really is no way to ensure your satisfaction.

Buying the invisible:

When you purchase a service, you are buying an intangible. A promise that something will be done and that you will be happy with the results. It’s invisible. You can’t see it or touch it. When you choose any service you are taking a leap of faith. These tips can help you make better informed decisions and possibly shorten the leap to maybe a skip or a hop. Leaps are scary. Skips and hops are really kinda fun!

1. Listen to your gut.

If your stomach is rumbling while you are meeting a possible service provider, it may not be hunger or indigestion. It could be your 6th sense telling you something is wrong about these people. Ask more questions. Get another bid. Call their references or whatever it takes. If your stomach continues to rumble, eat something for heaven's sake.

2. Check out their claims.

If a service provider says he’s licensed, bonded, and insured, great. Check it out. It’s really easy. Get the contractors license number and go to CA License Board Check. If the company is unwilling or unable to give you the number or admits that it’s a bogus claim then how can you trust them in your home? Your stomach should be rotated about 90 degrees at this point and your leap of faith may now require a catapult.

3. Do they listen or wait to speak?

A service provider who is customer–focused does just that. They focus on you and your needs. The ability to listen is absolutely essential if a service provider is going to satisfy your particular needs. They also need to be aware of the concerns you have not told them about. This requires them to ask you probing questions and be keenly aware of the non–verbal communiqués you are sending. Your body language, the neighbor peeking out of their windows, the furniture incased in plastic wrap or your tendency to look at your spouse every time a choice is offered are all factors in providing a service that exceeds your expectations.

4. Are they prepared for your meeting?

Did they bring the necessary tools like a pen and paper? Did they have to borrow your flashlight or tape measure? Were they on time for the appointment or late with some really entertaining excuses for why they weren't? An inability to organize themselves at this stage could be a good indication of things to come later on.

5. Esprit de corps

We want them to want us. Can we have a little respect please? When we call on someone to help we would appreciate some enthusiasm, after all, they spent all that money to get our attention. We could have called someone else. Sheesh. Aren’t we fed up with the entitled class and their blasé approach to service? Look for the companies that respond to your call quickly and go out of their way to show you how much they appreciate the opportunity to get your business. They are willing to adjust their schedule to fit yours. They answer your silly questions earnestly and completely without a hint of condescension and are listening intently as you describe your amazing ideas that will not work.

6. The Price is Right

Got champagne tastes on a beer budget? Does the most expensive company provide the best service? Do you really save money by using the unlicensed guys? Is the middle priced bid the right price?

Ah price, price, price. For most of us, this is the last thing we see before we take that leap of faith (sometimes we fall and hit every craggy dollar sign on the way down. Ouch!).

If the toilet's backed up, the roof is leaking or the cable is out and Victoria's Secret Fashion Show is about to start (no!), price may have to take a back seat to prompt service. But in most cases the best approach is to get an idea in your mind of what you imagine you would like to pay for the service. Think about the level of quality you will demand. Ask some friends, search the net (Service Magic has a nice little estimator program to give you an idea what some types of home remodeling may cost), or call the hardware store.

If it’s a leaky faucet you may want the leak stopped or if it’s been an issue before maybe you’re prepared to replace it. Different costs. If it’s a big project get some plans drawn (you’ll need them anyway for the permits process). Then shop the plans to three different referred contractors. If you skip the planning you have no way to compare prices. So don’t be too surprised if each contractor gives a wildly different price. They’re totally guessing and the estimate isn’t worth the paper it's written on.

The lowest price is always so attractive, the high price so revolting. Each is worth a few extra questions:

How can your price be so much less than your competition? What am I sacrificing for the low price? The answers may be satisfying such as: “I am able to reuse the existing framing because it is in good shape” or “my brother is the local dealer of these appliances and can get us a wholesale rate.” Or the answers may be alarming. For example: “Those other guys just want to rip you off,” “I don’t know,” “This is my first job” or “I really need to raise my price.”
How do you justify being the most expensive? The answers to this question can tell you lots about the character answering the question.
- Good answers: “We are recognized as the area's best service three years in a row,” “I wanted to add additional support because you mentioned an addition in the future and it saves thousands to do it now,” “There are only three people in the world that are qualified to do this kind of work and I employ two of them,” or “you wanted a solid birch floor and the others quoted you for a laminate floor which is much less expensive. Shall I revise my bid?”
- Poor answers: “The other guys probably are unlicensed and don’t pay for Workman’s Comp” (note: Workman’s Comp does not triple the cost of the job), “I have been doing this for 35 years” (so what?), “I am not making anything on this. I can’t do it for free…uh... what if I take off ten thousand,” or “the other guy uses illegal aliens that he stole from me.” (All real answers!)
How did you come up with this price? A good company will be happy to educate you on how they price their work. So ask already. Then ask yourself if this makes sense and if it is in line with everything else you have learned about this company.

So now it’s time. Are you going to hold your nose, close your eyes and make a leap of faith? Or will you remember these tips, have fun, and make your leap a more manageable hop or skip? The choice is yours (and don’t forget that when it all goes horribly wrong again. My attorney said to tell you that. I would never say anything so coarse or flippant. But seriously, the choice is yours. Don’t sue me).