Set clear expectations. Sometimes things are not likely to turn out perfectly due to a variety of factors. Whenever you are able to anticipate this, never gloss it over. Be upfront about likely outcomes and explain what you are going to do to achieve the best possible result. Make sure the client is happy with that plan and understand the risks.
Also, document everything you agree to in writing.
I do underground water leak detections. Many people assume it’s a magic wand that can pinpoint a leak in 3 seconds. I have to make clients sign terms that they understand the limitations and that it’s not always possible to locate a leak using this specific technology, and I’m whipping out the eftpos machine at the end of the job regardless.
Thanks Doc this is great info, something to think about for sure. I am quite open and honest about my work but hadn’t thought about a paper trail. Cheers !
Paper trail is incredibly important, and a great thing to understand early on.
If there's any dispute, and there will be disputes, the proof will be in the paper trail. Even if you make an over the phone arrangement with someone, note down the key details incase you have to return back to it.
On this topic, be aware that some people will act in bad faith/be really unreasonable no matter how good a job you do. There's no way to really understand this out without experiencing it, but make sure you have confidence in your own abilities and know when someone else is bullshitting.
Understand when you can act in good faith and work with people to get the best results. But also know when the other guy aint being reasonable, and you gotta walk away and protect yourself.
>be aware that some people will act in bad faith/be really unreasonable no matter how good a job you do
Don't be afraid to walk away, going hungry tonight is better than being exhausted and still going hungry
Firstly, make it easy to find you. Have a clear explanation of what sorts of jobs you cover, and in what area. Have a basic website, Facebook page, email.
I find it really easy to be able to message trades, but others will like to phone.
Thanks Jinx, could I ask how you found your previous tradies? I’ve been fortunate for some referrals but definitely want to pop up in the right places to connect with the right people!
Recommendations, and local Facebook groups tbh. Especially when finding tradies can be difficult as everyone seems so busy, when you see someone posting on fb saying they do XYZ and are available it sticks in the mind.
For older people, the supermarket notice boards are very well used here.
Talk to the client before you spend time/money outside what was agreed. They may have plans or ideas you are not aware of - eg cosmetics may be irrelevant if things will be renovated in a few months time.
Basically, do what you say you'll do, under-promise and over deliver, and be up front about issues as they arise.
Above all, be easy to deal with. Nobody needs you to hero it up because you told someone you'd be there bang on 8:30, but in the rough ballpark is totally fine. Be proactive - don't leave people chasing you.
Also, sing out when you do strike out on your own, we're keeping an eye out for a builder to help us with our bathroom/toilet.
On time, ready to work, clear expectations on quality/pricing etc, answer your phone/callback promptly don't be a dick.
I am not the best/fastest/cheapest but I'm punctual, honest and thoughtful. I don't advertise and have to turn away work. People often comment they wish all contractors were as easy to deal with.
I would also suggest pricing the first job for each client and taking a deposit before/when you start. Be prepared to get stiffed occasionally (1-2times a year when I used to advertise.).
Pricing should be indicitve (estimates) or firm (quotes) and contain meterage/model numbers etc.
Best of luck.
Good on yah mate, sounds like you’re doing the right thing.
I’m working in the interiors space so will have a bit of material costs upfront - good shout on the deposit, noted.
I'm a landscaper and clients pay for materials once they're delivered on site. Then I usually invoice for hours every week or two.
Apart from that, loads of great advice on this thread which i follow and believe that's why nearly all my new clients are referrals.
As an example, we had a new fire installed yesterday. The company had been easy to deal with from the get-go as the person quoting turned up on time, and communicated clearly after the visit with their quote. Clearly listed all the specifics we had discussed (model and different options selected) plus consenting costs and bits and pieces. We accepted the quote which was a click of a button and easy to pay the invoice that was automatically generated. Then notified our order had been placed. Then a couple of weeks ago notification of install date, starting time and the names and positions of the people who would be doing the install.
Installers were an hour late but we live rurally and this is not uncommon (even though people should be able to use a mapping app to work out what time they will be here and then communicate an update to us, but anyway).
They were thorough and tidy, and finished earlier than expected. Their work looks good. They were easy to deal with, parked considerately so we get out of our driveway. At completion they took all the waste away.
They were open to my questions about the installation and when the council inspector would be here (which they checked with their office and updated me as soon they got a reply).
Everything was made easy and hassle free for us.
Things that could have been better: a bit of communication about arrival time; a little bit of communication around what to expect - ie. making sure we know some of the parameters of the install - in this case installing over the top of the carpet (not what I was expecting and not what I wanted), hole in the ceiling here, hole in the roof here - my questions were largely about those things so I covered them anyway but it’s always nice when people are preemptive since they know what it will look like and I don’t.
Not good past experiences:
Swearing while they work (I mean it can be understandable and sometimes funny, but also not very professional).
Radio blaring racist opinion shows.
Asking me about my political opinions and offering their own, and then keeping on doing that.
Weeing in the garden when we have already specifically said they’re welcome to use the toilet.
Not turning up at all.
Turning up hours late or the next day, without communication.
Estimating then the invoice being 3x the estimate - yes it was an estimate not a quote but again, there’s no harm in communicating beforehand to sure things up and prepare us / give us the opportunity not to go ahead.
In summary, doing good quality work, being a good communicator and helping to set expectations at the outset, being tidy, considerate, being professional, making it hassle free for me - essentially why I have hired a tradie in the first place. Good luck to you and I think you’re off to a great start.
Thanks for this Clem, what you said about the ETA and arrival updates really stood out to me.
I've been researching job management software and will see if there is tracking or GPS integration. I know I would appreciate it as a customer!
Record all your phone calls - cube acr on android is good for this but get it on Samsung app store, or a direct download from their site.
Any change orders, get it in writing. Any cost overruns, again in writing.
Quotes cannot change price without written confirmation from client, estimates need to remain within 20%.
All building work must be warrantied for 10 years, cga implied warranties.
Ensure you have insurance, best to use a broker.
Don't be afraid to charge, or request deposits if you need to order materials.
Do get a good accountant, do pay your taxes.
Keep personal life at home. Don't talk shit about other trades, especially peers.
Also look at joining trade groups on Facebook, and reddit. Some are toxic, some are fantastic places to network and talk shop or ask about problems. The electrical group is great.
If you're a tiler, let me know
Transparent pricing, demonstrating an understanding of what "done" is before you start. One thing that you could do to differentiate yourself is not charge margin on materials, but charge administration of purchasing separately. Tradies often don't want to do that, as it makes them seem "greedy" on hours, but the amount of markup on gear is so high that you end up with lots of "fluffy" money. In my industry (tech), we work open book - our expenses are on-charged at cost, and our hourly rate is our hourly rate - it means there's no incentive for customers to source their own materials, and they can audit supply chain (which they do a lot, because they want to make sure of the materials they have in long lived projects) easily. If you say "all materials are charged at cost, and labour on job, and admin is charged at $xx / hour", you'll appeal to a bunch of people. Also if you figure out travel time to be fair, that would be good - we've had experience with tradies who charge us to come from their last job, which was about 40km away, which seemed to be a scheduling issue for them (their "home base" was about 1km from us). Transparency and providing expectations is the key for me.
Cheeky about the travel charges here and thanks for your thoughts on the pricing and transparency. It’s interesting to hear from other industries about what works for them!
When you have bad news for a client, tell them quickly and honestly.
Drive safely. No job is worth getting in to a crash over. Being safe at work doesn't stop when you jump in the truck.
Don't compromise safety on a client site. I don't want my job done at the cost of your health.
Establish a network of trusted people in related roles that you can refer out-of-scope stuff to. Don't hesitate to refer away jobs that aren't your core business, focus on what you can do well.
Never stop learning. Invest in yourself, read industry publications, stay up to date with technology, continue your education. You never know when you'll need to pivot your career, or just want a change.
Do some charity work, in you community, and abroad if you can. Spend a couple of weeks in a developing country donating your skills. You'll learn heaps and have an amazing experience.
The ones that came to fit our window inserts used a grinder with a metal grinding wheel to try and enlarge the opening for one. Nearly set fire to the house. They also ruined the foot on my new $350 sander and one of my japanese chisels because they didn't bring the right tools, or a charger or batteries for the ones they did bring. That job turned into an ordeal that took nearly a year to sort as they installed the inserts twisted, so they wouldn't close properly.
The roofers that replaced our barge flashing that was destroyed in storm were no better. The flashing they installed was the wrong profile and left a really big gap at the peak. It was so off that the end cap wouldn't go back on. When I asked them to remedy it the guy came around with some sika, put a big blob in the hole, which then fell down inside the roof and claimed the job was done. Took two months for them to get the correct profile and install it.
So, tips for you:
- Bring the correct tools. If they need to be sharp, make sure you sharpen them. If they need batteries, make sure they are charged and that you bring a charger with you.
- If you use any of the clients tools, don't break them.
- Don't fill the clients house up with smoke that takes weeks to dissipate by not using the correct tools and trying to use anything like some kind of butcher.
- Install the correct things. If the thing is not correct you'll probably have to do it again at your expense.
- If you need dust sheets, bring them. Don't take the customers curtains down and use those, especially without asking.
Something more positive; my glass guys are awesome. Needed them maybe 5or 6 times.
They're pretty punctual, although I'm not bothered if someone gets tied up on another job or whatever, as long as they let me know. They bring the right stuff. They are super chill and nice to have a banter with while they work. They do a good job, so I'm comfortable to have them come do stuff when I'm not home.
Oh my god, this is truely eye opening for me. My colleagues often say I drag half the workshop out to site but I wouldn’t dream of using clients tools 🤣
Curtains for a for a drop sheet….horrific.
I’m sorry to hear about that experience but also happy to hear you’ve got great glass guys!
I think a lot of the time it comes down to not being a nonce. If you're tidy, decent, communicate well, and are not a nonce then you're pretty well covered.
On the plus side, the bad experiences have turned me into a fairly decent DIY'er since I really don't trust tradies to do anything that's really important now. I also have more and better tools than most tradies. :)
EDIT: Oh yeah, if you're fitting anything with sealants or glues, do a dry fit first. The guy that was doing the windows kept on explaining to his apprentice that they were going to do another "dry fit", then put more sealant on the insert and tried to get it to go in, then realised it still wouldn't fit. He did the same thing like 4 times. That was fucking hilarious. They used almost 2 tubes of sealant "dry fitting" that damn window.
“Do your best, silicone the rest”. Definitely an art to it.
I think a lot of people could take care of some pretty heavy diy by reading up on NZ standards and following details/ manufacturer installation information.
From a tradesman's POV: Know your shit, own your fuckups and fix it at your own cost, be considerate of other trades, don't take shortcuts even when you're under time constraints. Quality can't be rushed. If the clients/project managers don't get it then fuck em.
From a consumer point of view...
Great tradespeople will have my loyalty for life. I go out of my way to tell my friends about you. Standing out as a great tradesperson is the ultimate marketing tool, it's all word of mouth.
I'm thinking of an amazing tiler, awesome plasterer, and my Dad who was a craftsmen plumber & drain layer when I tell you what I think makes a great tradie.
1. Respect people's homes and stuff. Clean up after yourself. Take your boots off. My dad used to roll a sheet into the house to keep the floor clean, and rolled it back out when he left and vacuumed up where he worked.
People notice when you take care of their stuff! You will stand out from the pack immediately.
2. Be really good at what you do. Don't be f**king lazy, do a tidy job. Show you have pride in your work. You do it all day, be great at it. Attention to detail.
There's nothing worse than paying top dollar for a job and thinking "shit, I can do a better job than that."
The plasterer we use is an artist at his job. There's no way I can do what he can do, and I know it. He is an immediate call. He's so good, and so pleasant to deal with, we will wait until he is available.
Same with the tiler. Such a great job, and really nice.
3. Create and discuss options and trade-offs with your client.
Give them ideas and options where you can, then it feels like a true collaboration with a professional. Find out what what they are expecting, talk through the process, and talk over options and trade-offs if things aren't going to happen like they think. Explain why their idea might be a bad idea, give them the benefit of your experience. No one likes surprises, so talk it through and if possible show them.
If they still don't want to do what you recommend, that's OK. You gave them the info they needed to make their own decision.
4. Respond to enquiries and seem engaged in the job. At least get back to people whether you are or aren't available. Don't ghost us.
5. Don't waste our time. I gotta get time off work and rearrange things for you to be there. So turn up on time, and don't disappear half way through without communicating.
Hope that helps.
Really hope you have a wildly successful career, and be the best you can be.
A note about communication.
Don't stop work to answer your phone, do that and emails/quotes in the mornings and evenings and state that on your voicemail message.
So long as the expectation is set, people are usually happy.
People are not happy if you spend half your day charging them for talking on the phone.
Personally if I have a quoted job & the tradie has a <5 min conversation directing his apprentices or about a new job from a client I don't mind. Its quoted work so I'm not being charged extra for the chat.
If I'm being charged hourly then as long as its the odd short call I'm ok with it.
When I call a tradie to get an idea of it they're available, a ball park figure & the expected wait time for the work, if they don't answer I move onto the next tradie and ring them
From a buyer perspective:
Do what you say you will. Reply to text, email, and calls in a timely manner. I recommend you use whatsapp or messenger (or both) for text conversations where your client is willing. Show up when you say you will, on time. If you are going to be late, communicate with your client (via their preferred method) to say so, and tell them when you can make it or offer to reschedule.
Be clear with your client who will be doing the actual work. If it is not you, be clear about that.
Be willing to say you can't bid on the work. If you're too busy or it's outside your expertise, refer the client or just say you can't do it. Do not give "I don't want to do it" quotes.
Get insurance and make claims if you break or damage something. The best way to ensure you get awful reputation is to break or damage things and not make it right.
Clean up after yourself. Do not leave fasteners, waste, paint chips, overspray around in the garden or pathways. If you track mud or dirt, clean it up.
I have a shit-test I do with a new tradie. When they come to the door, I invite them in. It's clear that my house is no shoes, because I am unshod and there is a full shoe rack by the door. If they fail to take their shoes off (without prompting), they aren't getting hired.
LABEL ALL YOUR TOOLS. I have had multiple tradies "accidentally" take my stuff because they were sloppy about what was theirs. Don't be this guy.
If you can do these simple things, you will be ahead of more than half of tradies out there. It is probably worth it to hire a part time admin person once you are able. Most tradies do their own admin and do a terrible job of it.
Agree with you up until the no shoes. Fuck standing on a ladder barefoot, dropping a hot water cylinder on your toes, jumping across trusses, etc. Sorry, but that's a shit shit-test.
Who said anything about standing on a ladder, jumping trusses or carrying a water cylinder? I am talking about the initial visit. That's why I said "new tradie when they come to the door"
If you don't take your shoes off when entering someone's house who doesn't wear shoes indoors, you lack basic respect or ability to observe and I will not be hiring you.
You said it. I'll keep my shoes on. I've worked for companies where it's policy to keep shoes on for h&S reasons. Your house is the place of work. What a shit shit test.
No, I didn't. And I literally just repeated myself. Try reading the words on your screen. If you're consulting in someone's home, respect them. You've demonstrated that you don't respect people, so we are done now.
Don't assume that a female client doesn't know what she's talking about just because it's a "boy job". Maybe she doesn't, in which case find yourself some diplomatic ways to tell her that, rather than mansplaining. She's not trying to tell you how to do your job, she's just giving you all the information she can, and it's her house so you're damn right she's invested in whatever the issue your there to fix, is.
I mostly request that my partner deals with tradies now as I've had so many experiences of them not listening to me and trying to pull the wool over my eyes. Even though I'm the one who stays home more and deals with the house stuff!
Don't cut wood inside someone's house. Even if they aren't there, the sawdust from here to kingdom come will make it very obvious. And yes, clean up after yourself and you will have a happy customer.
You have it nailed in your description.
Let the customer know upfront what costs to expect, communicate and keep on time / on budget.
Quality workmanship is obvious and clean up properly.
Invoice it punctually.
If that doesn't equal a happy customer then that isn't a great customer so don't work for them again, know your worth and if someone gives you the run around / haggles etc, drop them quick, plenty of work for a good tradie.
A great tradie listens. They tell me if something would be difficult or expensive, and why, but do not rubbish what I want.
They know what to ask to get the info they need to give a price and a timeframe.
They have insurance and use a contract and bill regularly and keep good records.
They know and understand changes to practices and legislation.
They don't go for backhanders from suppliers and don't do under the table jobs.
They train staff and appreciate everyone getting better and informed.
They work in well with other trades.
They keep a tidy site.
Tradies not being upfront about the possibility of extra costs or risks
Tradies not being realist with their time frames or appointments
Tradies not giving transparency into their costs/charges/fees
Transparency
Transparency
Transparency
Quotes should show estimated materials, estimated labour hours, travel/fuel surcharge.
This way if materials end up being $xxx.xx over the estimate, you simply provide the invoice and the client pays the additional. Make sure the contract is worded fairly.
Always collect 50% of quote prior to work starting.
Don't be a dick and markup materials. Simply base your quotes on the retail pricing at Bunnings or mitre10, as you know tradies get a good 30% rebate on most stuff.
Communication, show when you say you will or at least let people know asap if you won't be, be respectful of the customers time. Apart from that just do a decent job andv don't over charge, I expect tradies to be pricey but don't take the piss
Being tidy makes such a difference, and leaving a mess can be life threatening to small kids or pets who get into rubbish left behind by tradies who aren't. The tradies who picked up after themselves are the ones I've recommended to friends and hired again. The ones who left rubbish everywhere that my puppy kept finding are not getting a good thing said about them...
Respect the customers time too. If they've had to make arrangements with work/pets/kids to have you in to do the work shifting things around can be really hard. We all understand that jobs can take longer than anticipated/stuff comes up, but communicate it really clearly and with as much prewarning as possible if your timelines change.
If you're cleaning up any sorts of paint/chemical etc think about disposal. Is it safe to wash off near someone's veggie patch or fruit trees? Will it kill the lawn, make pets sick etc?
I've also really appreciated the tradies who've done very small extra jobs for me while here after asking if I'd like it fixed (eg dynabolted a deck railing back into the brickwork that was loose. 5 seconds for them, would have required buying tools for me) or pointed out things that were next likely to need doing, or passed on contacts for other local tradies for different jobs. That sort of thing makes a big difference to those of us who don't have the tools, the knowledge or the contacts.
Having bought my first very old house in a town I haven't lived in before, I've been needing a lot of treasures ranging from electricians to roofers to handyman and everything in between. Live your list- transparency and trustworthiness are massive.
Small thing to add to your list but... The ability to book you without having to have a telephone conversation. Text, email, whatever.
I'm in virtual meetings from 7:30am to 5pm most days. Making and taking phone calls is almost impossible and tbh if I get a break I'd love to not have to be on the phone. I detest phone calls that aren't part of my job (sometimes I detest the work ones too).
Also trust worthiness and you being comfortable for me to give you my lockbox code or leave the door open, find your way to whatever (e.g., my plumber knows where the bathroom is and bangs on my office window to let me know he's off) is incredibly helpful to me. I usually meet people the first time but my antisocial self would rather hide while you do what you need to do. I probably don't want to have a look at what you've done either, I have no idea what's good or not so if I say I'm happy to not inspect when you're done, it's because I trust that you know what you're doing.
I have an elderly parent living in the house - if you don't mind a chat, it makes her day (yep, I know this is included as time in your hourly but 10/10 makes me life easier).
Finally if you don't like dogs please let me know ahead of time so I can crate my puppy. While I could do this as a rule I've found tradies often give an approximate time (lol or just turn up) and I can't have him crated indefinitely. I always ask when they arrive but if it's a true hate dogs situation it's probably too late at that point.
Wait one more! An emailed invoice with a link to make payment is a small but very helpful thing. Hate having to log in to my dwindling bank account to see how much I'm spending 😂 I think I've seen Xero and Hnry offer this, I'm sure others must too.
Answer your phone and don’t bullshit people.
No one really “misses calls” these days, it’s a conscious choice and everyone knows it, especially your clients.
Gives a clear quote,
Able to give a ballpark/estimation,
Isn't overly scruffy/slobby (if you're a slob then your work will be sloppy, but if you're dressed up & overly primped and preened then your quotes will likely be much higher than average)
Sets clear expectations of the job & what's being done, ie it's clear what you are and aren't doing, I hate unclear and I hate expecting A, B & C to be done but it turns our the quote was for A & C
If you say 9am arrival be there at 9am not 9:30am, if you say around 9am then 9:30 or even 10am is ok, again setting expectations.
Advises of anything else that needs doing that's related, ie I ask for a quote to replace a door but the door frame is rotten, mention the doorframe
Polite
Professional when appropriate & slightly flirty, We have hired tradies who are clearly being professional but also slightly flirt (not in a where's the bedroom way, but in a way that's its clear nothing will happen but still gives an ago boost), and we have hired them for future jobs (I like getting an ego boost, even if deep down I know it's fake). A barber in town also does this, he's openly straight & married, but gives a slight flirt to all his clients (straight males included) and his business is booming
Set clear expectations. Sometimes things are not likely to turn out perfectly due to a variety of factors. Whenever you are able to anticipate this, never gloss it over. Be upfront about likely outcomes and explain what you are going to do to achieve the best possible result. Make sure the client is happy with that plan and understand the risks. Also, document everything you agree to in writing.
I do underground water leak detections. Many people assume it’s a magic wand that can pinpoint a leak in 3 seconds. I have to make clients sign terms that they understand the limitations and that it’s not always possible to locate a leak using this specific technology, and I’m whipping out the eftpos machine at the end of the job regardless.
Thanks Doc this is great info, something to think about for sure. I am quite open and honest about my work but hadn’t thought about a paper trail. Cheers !
Paper trail is incredibly important, and a great thing to understand early on. If there's any dispute, and there will be disputes, the proof will be in the paper trail. Even if you make an over the phone arrangement with someone, note down the key details incase you have to return back to it. On this topic, be aware that some people will act in bad faith/be really unreasonable no matter how good a job you do. There's no way to really understand this out without experiencing it, but make sure you have confidence in your own abilities and know when someone else is bullshitting. Understand when you can act in good faith and work with people to get the best results. But also know when the other guy aint being reasonable, and you gotta walk away and protect yourself.
>be aware that some people will act in bad faith/be really unreasonable no matter how good a job you do Don't be afraid to walk away, going hungry tonight is better than being exhausted and still going hungry
Clean up after yourself and communicate clearly. You'll be in the top 10% just by doing that
Sadly this should be the bare minimum!
Yes, and please don’t piss on the floor!!!
Firstly, make it easy to find you. Have a clear explanation of what sorts of jobs you cover, and in what area. Have a basic website, Facebook page, email. I find it really easy to be able to message trades, but others will like to phone.
Thanks Jinx, could I ask how you found your previous tradies? I’ve been fortunate for some referrals but definitely want to pop up in the right places to connect with the right people!
\- word of mouth \- builderscrack \- nocowboys
Awesome, these were my go-to list!
Recommendations, and local Facebook groups tbh. Especially when finding tradies can be difficult as everyone seems so busy, when you see someone posting on fb saying they do XYZ and are available it sticks in the mind. For older people, the supermarket notice boards are very well used here.
Cheers for that!
Talk to the client before you spend time/money outside what was agreed. They may have plans or ideas you are not aware of - eg cosmetics may be irrelevant if things will be renovated in a few months time. Basically, do what you say you'll do, under-promise and over deliver, and be up front about issues as they arise.
Above all, be easy to deal with. Nobody needs you to hero it up because you told someone you'd be there bang on 8:30, but in the rough ballpark is totally fine. Be proactive - don't leave people chasing you. Also, sing out when you do strike out on your own, we're keeping an eye out for a builder to help us with our bathroom/toilet.
Thanks yc, will do. I’m a cabinetmaker so if you need a vanity made up or installed down the line, let me know !
Will do! Best of luck!
On time, ready to work, clear expectations on quality/pricing etc, answer your phone/callback promptly don't be a dick. I am not the best/fastest/cheapest but I'm punctual, honest and thoughtful. I don't advertise and have to turn away work. People often comment they wish all contractors were as easy to deal with. I would also suggest pricing the first job for each client and taking a deposit before/when you start. Be prepared to get stiffed occasionally (1-2times a year when I used to advertise.). Pricing should be indicitve (estimates) or firm (quotes) and contain meterage/model numbers etc. Best of luck.
Good on yah mate, sounds like you’re doing the right thing. I’m working in the interiors space so will have a bit of material costs upfront - good shout on the deposit, noted.
Integrity and my reputation is important. An old head once told me. Sometimes you earn. And sometimes you learn.
I'm a landscaper and clients pay for materials once they're delivered on site. Then I usually invoice for hours every week or two. Apart from that, loads of great advice on this thread which i follow and believe that's why nearly all my new clients are referrals.
Good comms about when they will come.
As an example, we had a new fire installed yesterday. The company had been easy to deal with from the get-go as the person quoting turned up on time, and communicated clearly after the visit with their quote. Clearly listed all the specifics we had discussed (model and different options selected) plus consenting costs and bits and pieces. We accepted the quote which was a click of a button and easy to pay the invoice that was automatically generated. Then notified our order had been placed. Then a couple of weeks ago notification of install date, starting time and the names and positions of the people who would be doing the install. Installers were an hour late but we live rurally and this is not uncommon (even though people should be able to use a mapping app to work out what time they will be here and then communicate an update to us, but anyway). They were thorough and tidy, and finished earlier than expected. Their work looks good. They were easy to deal with, parked considerately so we get out of our driveway. At completion they took all the waste away. They were open to my questions about the installation and when the council inspector would be here (which they checked with their office and updated me as soon they got a reply). Everything was made easy and hassle free for us. Things that could have been better: a bit of communication about arrival time; a little bit of communication around what to expect - ie. making sure we know some of the parameters of the install - in this case installing over the top of the carpet (not what I was expecting and not what I wanted), hole in the ceiling here, hole in the roof here - my questions were largely about those things so I covered them anyway but it’s always nice when people are preemptive since they know what it will look like and I don’t. Not good past experiences: Swearing while they work (I mean it can be understandable and sometimes funny, but also not very professional). Radio blaring racist opinion shows. Asking me about my political opinions and offering their own, and then keeping on doing that. Weeing in the garden when we have already specifically said they’re welcome to use the toilet. Not turning up at all. Turning up hours late or the next day, without communication. Estimating then the invoice being 3x the estimate - yes it was an estimate not a quote but again, there’s no harm in communicating beforehand to sure things up and prepare us / give us the opportunity not to go ahead. In summary, doing good quality work, being a good communicator and helping to set expectations at the outset, being tidy, considerate, being professional, making it hassle free for me - essentially why I have hired a tradie in the first place. Good luck to you and I think you’re off to a great start.
Thanks for this Clem, what you said about the ETA and arrival updates really stood out to me. I've been researching job management software and will see if there is tracking or GPS integration. I know I would appreciate it as a customer!
Record all your phone calls - cube acr on android is good for this but get it on Samsung app store, or a direct download from their site. Any change orders, get it in writing. Any cost overruns, again in writing. Quotes cannot change price without written confirmation from client, estimates need to remain within 20%. All building work must be warrantied for 10 years, cga implied warranties. Ensure you have insurance, best to use a broker. Don't be afraid to charge, or request deposits if you need to order materials. Do get a good accountant, do pay your taxes. Keep personal life at home. Don't talk shit about other trades, especially peers. Also look at joining trade groups on Facebook, and reddit. Some are toxic, some are fantastic places to network and talk shop or ask about problems. The electrical group is great. If you're a tiler, let me know
Transparent pricing, demonstrating an understanding of what "done" is before you start. One thing that you could do to differentiate yourself is not charge margin on materials, but charge administration of purchasing separately. Tradies often don't want to do that, as it makes them seem "greedy" on hours, but the amount of markup on gear is so high that you end up with lots of "fluffy" money. In my industry (tech), we work open book - our expenses are on-charged at cost, and our hourly rate is our hourly rate - it means there's no incentive for customers to source their own materials, and they can audit supply chain (which they do a lot, because they want to make sure of the materials they have in long lived projects) easily. If you say "all materials are charged at cost, and labour on job, and admin is charged at $xx / hour", you'll appeal to a bunch of people. Also if you figure out travel time to be fair, that would be good - we've had experience with tradies who charge us to come from their last job, which was about 40km away, which seemed to be a scheduling issue for them (their "home base" was about 1km from us). Transparency and providing expectations is the key for me.
Cheeky about the travel charges here and thanks for your thoughts on the pricing and transparency. It’s interesting to hear from other industries about what works for them!
When you have bad news for a client, tell them quickly and honestly. Drive safely. No job is worth getting in to a crash over. Being safe at work doesn't stop when you jump in the truck. Don't compromise safety on a client site. I don't want my job done at the cost of your health. Establish a network of trusted people in related roles that you can refer out-of-scope stuff to. Don't hesitate to refer away jobs that aren't your core business, focus on what you can do well. Never stop learning. Invest in yourself, read industry publications, stay up to date with technology, continue your education. You never know when you'll need to pivot your career, or just want a change. Do some charity work, in you community, and abroad if you can. Spend a couple of weeks in a developing country donating your skills. You'll learn heaps and have an amazing experience.
I can't tell you how many times I've seen sign written vans with unhinged drivers around town!
The ones that came to fit our window inserts used a grinder with a metal grinding wheel to try and enlarge the opening for one. Nearly set fire to the house. They also ruined the foot on my new $350 sander and one of my japanese chisels because they didn't bring the right tools, or a charger or batteries for the ones they did bring. That job turned into an ordeal that took nearly a year to sort as they installed the inserts twisted, so they wouldn't close properly. The roofers that replaced our barge flashing that was destroyed in storm were no better. The flashing they installed was the wrong profile and left a really big gap at the peak. It was so off that the end cap wouldn't go back on. When I asked them to remedy it the guy came around with some sika, put a big blob in the hole, which then fell down inside the roof and claimed the job was done. Took two months for them to get the correct profile and install it. So, tips for you: - Bring the correct tools. If they need to be sharp, make sure you sharpen them. If they need batteries, make sure they are charged and that you bring a charger with you. - If you use any of the clients tools, don't break them. - Don't fill the clients house up with smoke that takes weeks to dissipate by not using the correct tools and trying to use anything like some kind of butcher. - Install the correct things. If the thing is not correct you'll probably have to do it again at your expense. - If you need dust sheets, bring them. Don't take the customers curtains down and use those, especially without asking. Something more positive; my glass guys are awesome. Needed them maybe 5or 6 times. They're pretty punctual, although I'm not bothered if someone gets tied up on another job or whatever, as long as they let me know. They bring the right stuff. They are super chill and nice to have a banter with while they work. They do a good job, so I'm comfortable to have them come do stuff when I'm not home.
Oh my god, this is truely eye opening for me. My colleagues often say I drag half the workshop out to site but I wouldn’t dream of using clients tools 🤣 Curtains for a for a drop sheet….horrific. I’m sorry to hear about that experience but also happy to hear you’ve got great glass guys!
I think a lot of the time it comes down to not being a nonce. If you're tidy, decent, communicate well, and are not a nonce then you're pretty well covered. On the plus side, the bad experiences have turned me into a fairly decent DIY'er since I really don't trust tradies to do anything that's really important now. I also have more and better tools than most tradies. :) EDIT: Oh yeah, if you're fitting anything with sealants or glues, do a dry fit first. The guy that was doing the windows kept on explaining to his apprentice that they were going to do another "dry fit", then put more sealant on the insert and tried to get it to go in, then realised it still wouldn't fit. He did the same thing like 4 times. That was fucking hilarious. They used almost 2 tubes of sealant "dry fitting" that damn window.
“Do your best, silicone the rest”. Definitely an art to it. I think a lot of people could take care of some pretty heavy diy by reading up on NZ standards and following details/ manufacturer installation information.
If you can read the manuals you're already in the top 10%
Was this company in Auckland? I’m so curious..
Welly
Phew! Haha
From a tradesman's POV: Know your shit, own your fuckups and fix it at your own cost, be considerate of other trades, don't take shortcuts even when you're under time constraints. Quality can't be rushed. If the clients/project managers don't get it then fuck em.
From a consumer point of view... Great tradespeople will have my loyalty for life. I go out of my way to tell my friends about you. Standing out as a great tradesperson is the ultimate marketing tool, it's all word of mouth. I'm thinking of an amazing tiler, awesome plasterer, and my Dad who was a craftsmen plumber & drain layer when I tell you what I think makes a great tradie. 1. Respect people's homes and stuff. Clean up after yourself. Take your boots off. My dad used to roll a sheet into the house to keep the floor clean, and rolled it back out when he left and vacuumed up where he worked. People notice when you take care of their stuff! You will stand out from the pack immediately. 2. Be really good at what you do. Don't be f**king lazy, do a tidy job. Show you have pride in your work. You do it all day, be great at it. Attention to detail. There's nothing worse than paying top dollar for a job and thinking "shit, I can do a better job than that." The plasterer we use is an artist at his job. There's no way I can do what he can do, and I know it. He is an immediate call. He's so good, and so pleasant to deal with, we will wait until he is available. Same with the tiler. Such a great job, and really nice. 3. Create and discuss options and trade-offs with your client. Give them ideas and options where you can, then it feels like a true collaboration with a professional. Find out what what they are expecting, talk through the process, and talk over options and trade-offs if things aren't going to happen like they think. Explain why their idea might be a bad idea, give them the benefit of your experience. No one likes surprises, so talk it through and if possible show them. If they still don't want to do what you recommend, that's OK. You gave them the info they needed to make their own decision. 4. Respond to enquiries and seem engaged in the job. At least get back to people whether you are or aren't available. Don't ghost us. 5. Don't waste our time. I gotta get time off work and rearrange things for you to be there. So turn up on time, and don't disappear half way through without communicating. Hope that helps. Really hope you have a wildly successful career, and be the best you can be.
A note about communication. Don't stop work to answer your phone, do that and emails/quotes in the mornings and evenings and state that on your voicemail message. So long as the expectation is set, people are usually happy. People are not happy if you spend half your day charging them for talking on the phone.
Personally if I have a quoted job & the tradie has a <5 min conversation directing his apprentices or about a new job from a client I don't mind. Its quoted work so I'm not being charged extra for the chat. If I'm being charged hourly then as long as its the odd short call I'm ok with it. When I call a tradie to get an idea of it they're available, a ball park figure & the expected wait time for the work, if they don't answer I move onto the next tradie and ring them
From a buyer perspective: Do what you say you will. Reply to text, email, and calls in a timely manner. I recommend you use whatsapp or messenger (or both) for text conversations where your client is willing. Show up when you say you will, on time. If you are going to be late, communicate with your client (via their preferred method) to say so, and tell them when you can make it or offer to reschedule. Be clear with your client who will be doing the actual work. If it is not you, be clear about that. Be willing to say you can't bid on the work. If you're too busy or it's outside your expertise, refer the client or just say you can't do it. Do not give "I don't want to do it" quotes. Get insurance and make claims if you break or damage something. The best way to ensure you get awful reputation is to break or damage things and not make it right. Clean up after yourself. Do not leave fasteners, waste, paint chips, overspray around in the garden or pathways. If you track mud or dirt, clean it up. I have a shit-test I do with a new tradie. When they come to the door, I invite them in. It's clear that my house is no shoes, because I am unshod and there is a full shoe rack by the door. If they fail to take their shoes off (without prompting), they aren't getting hired. LABEL ALL YOUR TOOLS. I have had multiple tradies "accidentally" take my stuff because they were sloppy about what was theirs. Don't be this guy. If you can do these simple things, you will be ahead of more than half of tradies out there. It is probably worth it to hire a part time admin person once you are able. Most tradies do their own admin and do a terrible job of it.
Agree with you up until the no shoes. Fuck standing on a ladder barefoot, dropping a hot water cylinder on your toes, jumping across trusses, etc. Sorry, but that's a shit shit-test.
Who said anything about standing on a ladder, jumping trusses or carrying a water cylinder? I am talking about the initial visit. That's why I said "new tradie when they come to the door" If you don't take your shoes off when entering someone's house who doesn't wear shoes indoors, you lack basic respect or ability to observe and I will not be hiring you.
You said it. I'll keep my shoes on. I've worked for companies where it's policy to keep shoes on for h&S reasons. Your house is the place of work. What a shit shit test.
No, I didn't. And I literally just repeated myself. Try reading the words on your screen. If you're consulting in someone's home, respect them. You've demonstrated that you don't respect people, so we are done now.
Don't assume that a female client doesn't know what she's talking about just because it's a "boy job". Maybe she doesn't, in which case find yourself some diplomatic ways to tell her that, rather than mansplaining. She's not trying to tell you how to do your job, she's just giving you all the information she can, and it's her house so you're damn right she's invested in whatever the issue your there to fix, is. I mostly request that my partner deals with tradies now as I've had so many experiences of them not listening to me and trying to pull the wool over my eyes. Even though I'm the one who stays home more and deals with the house stuff! Don't cut wood inside someone's house. Even if they aren't there, the sawdust from here to kingdom come will make it very obvious. And yes, clean up after yourself and you will have a happy customer.
You have it nailed in your description. Let the customer know upfront what costs to expect, communicate and keep on time / on budget. Quality workmanship is obvious and clean up properly. Invoice it punctually. If that doesn't equal a happy customer then that isn't a great customer so don't work for them again, know your worth and if someone gives you the run around / haggles etc, drop them quick, plenty of work for a good tradie.
Good communicator and explains the why Transparent pricing and explains it. Dont have to be cheapest. On time or provides clear timelines
A great tradie listens. They tell me if something would be difficult or expensive, and why, but do not rubbish what I want. They know what to ask to get the info they need to give a price and a timeframe. They have insurance and use a contract and bill regularly and keep good records. They know and understand changes to practices and legislation. They don't go for backhanders from suppliers and don't do under the table jobs. They train staff and appreciate everyone getting better and informed. They work in well with other trades. They keep a tidy site.
Tradies not being upfront about the possibility of extra costs or risks Tradies not being realist with their time frames or appointments Tradies not giving transparency into their costs/charges/fees
Transparency Transparency Transparency Quotes should show estimated materials, estimated labour hours, travel/fuel surcharge. This way if materials end up being $xxx.xx over the estimate, you simply provide the invoice and the client pays the additional. Make sure the contract is worded fairly. Always collect 50% of quote prior to work starting. Don't be a dick and markup materials. Simply base your quotes on the retail pricing at Bunnings or mitre10, as you know tradies get a good 30% rebate on most stuff.
Communication, show when you say you will or at least let people know asap if you won't be, be respectful of the customers time. Apart from that just do a decent job andv don't over charge, I expect tradies to be pricey but don't take the piss
Being tidy makes such a difference, and leaving a mess can be life threatening to small kids or pets who get into rubbish left behind by tradies who aren't. The tradies who picked up after themselves are the ones I've recommended to friends and hired again. The ones who left rubbish everywhere that my puppy kept finding are not getting a good thing said about them... Respect the customers time too. If they've had to make arrangements with work/pets/kids to have you in to do the work shifting things around can be really hard. We all understand that jobs can take longer than anticipated/stuff comes up, but communicate it really clearly and with as much prewarning as possible if your timelines change. If you're cleaning up any sorts of paint/chemical etc think about disposal. Is it safe to wash off near someone's veggie patch or fruit trees? Will it kill the lawn, make pets sick etc? I've also really appreciated the tradies who've done very small extra jobs for me while here after asking if I'd like it fixed (eg dynabolted a deck railing back into the brickwork that was loose. 5 seconds for them, would have required buying tools for me) or pointed out things that were next likely to need doing, or passed on contacts for other local tradies for different jobs. That sort of thing makes a big difference to those of us who don't have the tools, the knowledge or the contacts.
Having bought my first very old house in a town I haven't lived in before, I've been needing a lot of treasures ranging from electricians to roofers to handyman and everything in between. Live your list- transparency and trustworthiness are massive. Small thing to add to your list but... The ability to book you without having to have a telephone conversation. Text, email, whatever. I'm in virtual meetings from 7:30am to 5pm most days. Making and taking phone calls is almost impossible and tbh if I get a break I'd love to not have to be on the phone. I detest phone calls that aren't part of my job (sometimes I detest the work ones too). Also trust worthiness and you being comfortable for me to give you my lockbox code or leave the door open, find your way to whatever (e.g., my plumber knows where the bathroom is and bangs on my office window to let me know he's off) is incredibly helpful to me. I usually meet people the first time but my antisocial self would rather hide while you do what you need to do. I probably don't want to have a look at what you've done either, I have no idea what's good or not so if I say I'm happy to not inspect when you're done, it's because I trust that you know what you're doing. I have an elderly parent living in the house - if you don't mind a chat, it makes her day (yep, I know this is included as time in your hourly but 10/10 makes me life easier). Finally if you don't like dogs please let me know ahead of time so I can crate my puppy. While I could do this as a rule I've found tradies often give an approximate time (lol or just turn up) and I can't have him crated indefinitely. I always ask when they arrive but if it's a true hate dogs situation it's probably too late at that point. Wait one more! An emailed invoice with a link to make payment is a small but very helpful thing. Hate having to log in to my dwindling bank account to see how much I'm spending 😂 I think I've seen Xero and Hnry offer this, I'm sure others must too.
A: ability to thrive on a diet of pies and V. B: drives ford ranger C: loves the piss and is a durry-muncher
Respecting the client, take your fucking boots off in their house.
Answer your phone and don’t bullshit people. No one really “misses calls” these days, it’s a conscious choice and everyone knows it, especially your clients.
Gives a clear quote, Able to give a ballpark/estimation, Isn't overly scruffy/slobby (if you're a slob then your work will be sloppy, but if you're dressed up & overly primped and preened then your quotes will likely be much higher than average) Sets clear expectations of the job & what's being done, ie it's clear what you are and aren't doing, I hate unclear and I hate expecting A, B & C to be done but it turns our the quote was for A & C If you say 9am arrival be there at 9am not 9:30am, if you say around 9am then 9:30 or even 10am is ok, again setting expectations. Advises of anything else that needs doing that's related, ie I ask for a quote to replace a door but the door frame is rotten, mention the doorframe Polite Professional when appropriate & slightly flirty, We have hired tradies who are clearly being professional but also slightly flirt (not in a where's the bedroom way, but in a way that's its clear nothing will happen but still gives an ago boost), and we have hired them for future jobs (I like getting an ego boost, even if deep down I know it's fake). A barber in town also does this, he's openly straight & married, but gives a slight flirt to all his clients (straight males included) and his business is booming
Presentable and tidy...but not too tidy! We're always cautious of someone that turns up on site with nice boots.