Choosing Your Builder 3- Resources for Customer Service
This post is part of a series of 6 listing 30 checks to consider when selecting a building contractor.
Most small building contractors can deliver a domestic works or small commercial project without needing an office, support staff, or even a desk. However additional resources have a big impact on the employer’s experience and perception of the service they receive.
| Consider what level your contractor will deliver under each of these headings, and discuss with your architect how that will affect your experience of the construction process. | |||
Contractor Service Levels- Pressure Points for Customer Experience |
Low- description of contractor services at lowest merchantable standard |
Medium – description of services of typical competent contractor |
High- services at unusually high level within norms of small scale construction |
Quality of contractor schedule of rates (short price breakdown) |
Low: short breakdown of work and price, not in recognised format, not suitable for pricing any variations. Absolute legal minimum for contract formation only. | Medium: 8-10 page schedule of rates prepared by quantity surveyor, suitable for fairly accurate pricing of variations. | High: 20-30 page document, nearly as detailed as a bill of quantities, monitored and maintained by contractor quantity surveyor. |
Standard of business communications |
Low: very little written communication, difficult to schedule meetings, poor IT and presentation skills. | Medium: contractor has smartphone with email, good concise written communications returned quickly. | High: contractor has office or home office with additional assistance or staff. Normal office based business communications. |
In-house staff Quantity Surveyor |
Low: contractor does not use a QS, and prepares own prices. | Medium: maintains relationship with quantity surveying practice with competitive rates for repeat work, including site inspections and preparation of formal payment claims. | High: employs in- house quantity surveyor, supplies regular updates and accounts for any variations. |
Office and administrative capability |
Low: contractor does not have a working printer, only tangible admin is carried out in a “page a day” diary, communication is by mobile phone and text message. | Medium: has functioning home office and simple but effective record keeping. | High: normal standard of business communication, typical of other industries. |
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