Top tips for dealing with workmen

Top tips for householders dealing with workmen

Cowboy tradesmen are under fire with reality TV shows highlighting poor service & shoddy workmanship.

Fighting for your rights

The research, commissioned by Norwich Union Home Emergency, shows that 80 per cent of people believe reality TV programmes are provoking the usually 'stiff upper lip' Brits to demand better service and improved communication from tradesmen.

And nine out of ten want workmen to listen to and act on customers' concerns, and follow a code of 'workman etiquette'.

Don't be shy

Despite the obvious discontentment, half of people surveyed said they still find it difficult to manage workmen as they'd like to.

Suzanne Larke, Home Emergency manager, comments: "Norwich Union Home Emergency approved workmen are well versed on workman etiquette. However, some householders may find themselves using an unaccredited tradesman to deal with a home emergency, so it's important that they discuss the work before the repairs begin."

"Simple tips - such as asking how the emergency is going to be handled, how long the job is expected to take and importantly, what the cost will be - are all too often ignored by timid householders. Our workman etiquette tips aim to bridge the communication gap between householders and tradesmen at a time when nerves can already be frayed."

Don't hand over your keys if you feel uncomfortable

Despite the lack of trust, over a third of people surveyed admitted to hiring an unaccredited workman in an emergency situation, without seeking referrals or checking company qualifications first. A quarter of these admitted to feeling 'vulnerable', 'nervous' and 'like a stranger in their own home'.

Suzanne Larke continues: "Over a quarter of the people we spoke to said they felt uncomfortable handing over security codes and keys to strangers, and expressed frustration that this is considered the norm. If you feel this way, say so - and arrange a time for the workman to come back and finish the repairs."

Chris Addams from the UK Trade Confederation said: "The survey results are an important guide for contractors, highlighting the main concerns that customers have when using workmen. Customers who follow the tips will find that their overall experience of using tradespeople is enhanced. The Norwich Union Workman Etiquette Initiative can only be seen as a good thing for consumers, contractors and the industry in general."

Top 5 tips for householders dealing with workmen

1. Be pro-active! Ask how the workman plans to handle the emergency and how long he expects it to take. Discussing this up front gives workmen boundaries to work in, and shows that you're not a passive push-over.

2. Explain the 'house rules' before work begins. If clearing up after workmen gets your blood boiling, then say so. Different people have different likes and dislikes - workmen will appreciate the clarification.

3. Discuss the estimated cost upfront and don't be scared to ask how costs are worked out. If the final bill exceeds the estimate ask for a transparent bill break-down and explanation.
4. If you're uncomfortable with handing out keys and security codes, then don't. Once the initial emergency is sorted out there's no reason why you can't arrange a suitable time for follow-up work.

5. Ask to see personal ID and company business cards. Workmen should be able to show you details of liability insurance and proof of accreditations or qualifications.

Top 5 'etiquette' tips for workmen dealing with householders

1. Ensure you are accredited to a reputable trade association - this will give your customer greater peace of mind in terms of right of recourse, should something go wrong, and also in terms of security. Householders will feel more at ease with an accredited workman than a complete stranger.

2. Be consumer-friendly: Give consumers alternative payment options, including debit cards, cheques or the website. Rogue traders often only accept cash, so having this as your only payment option will cause alarm bells to ring.

3. Understand that householders aren't trained workmen - that's why they've hired you for the job. Before leaving, summarise what's been done, what to expect and always offer a follow-up number should further assistance be needed.

4. As far as possible, finish one job before starting another. This is the number one annoyance for householders, especially if it means repeatedly waiting at home to provide access for your visits.