I had a bizarre encounter with a builder. He was project managing an improvement to our loft extension and installation of an en-suite. We made a point of communicating with him in writing at the quote stage and he said he understood we wanted full information ahead of any changes in price and to kept up to date with plans for the week aheads work, and he understood we were relying on him for all the relevant info.
But then, no information, extra costs appeared once jobs had already been done and extra regulations that would require costs and signing off emerged. Several aspects of the job were sub-standard.
We always communicated by email, were polite and clear and referenced what he had agreed at the outset......and his responses were bizarrely rude and furious. It was astonishing how angry he got when every point we raised was valid and done politely and allowing opportunities for things to be put right.
It was this that I found most unacceptable and I’ve heard similar from others.
They appear decent, friendly and professional when quoting and on first meeting, but once the job is underway, communication vanishes and willingness to engage in discussion about the quality of work in an adult way seems missing. Everything is taken totally personally and there is a lack of professionalism in handling the issues which will inevitably crop up when trades are involved.
I think a number of tradesmen are bullies, lack communication skills and don’t really know what professionalism means. Quite often I think that they don’t like dealing with women and have little respect for their clients or the quality of their own work.
It’s funny because in most other areas of life, these poor qualities have gradually vanished and there has been an increase in professionalism and customer service. But here we have the last bastion of shoddy service which was widespread in the 70s still alive and kicking.
Until there is regulation (unlikely) or a more reliable review mechanism, i think these problems will continue.
And it’s interesting about the education system not valuing trades and meaning that people who lack education and in a connected-way probably lack skills of communication and efficiency are those who end up going into the trades (generalising of course)
I wonder if over time, bigger firms who can guarantee a decent and reliable service, even at a higher price will emerge to dominate the market and drive the smaller tradesmen out....in the same way the chains have come to dominate carpet fitting, kitchen fitting and boiler fitting. When you call the British Gas engineer through their call centre, you know you’ll pay more but also that their person will clean up, will turn up and will have a list of requirements from Brirtish Gas as minimum standards.....they are not left to their own devices but tightly controlled. It may we’ll be the future.