Professionalism Residential remodeling is steadily ridding itself of the public perception of it as a truck-and-dog industry, but the best commercial builders lead the way in presenting a professional front (and back office) to their clients. The result, as with taking a strategic approach to the market, is a well-oiled and profitable machine.
Of course, commercial builders are dealing with other business owners — rather than with homeowners — who not only demand but also know how to identify a high level of professionalism from a contractor. In addition, the myriad demands placed on a commercial construction company with regard to bonding, contract management, and regulatory compliance require a high level of business administration.
But just as a strategic focus is a concept that is easily applied to any segment of the construction industry and creates a competitive advantage, so too is professionalism. As simple as a dedicated fax line, typed proposals and bids, or an e-mail address ending in something other than “Yahoo,” and extending into off-site office space, a Web site, and a formal job-site safety plan, a professional approach shows seriousness, commitment, and the ability to handle the job.
Nugent, for instance, deployed a software program that automatically solicits and collects bids from various qualified subcontractors and materials suppliers via his fax machine. The system not only simplifies the bidding process and eliminates having to scramble on the phone for bids on the day they’re due, but also assures Nugent that those submitting bids have their ducks in a row and are providing reliable numbers.
The more rigid and extensive plans and specifications of a commercial job have conditioned commercial builders to take a highly professional approach to their bidding and estimating procedures. “Once you bid on a publicly funded project — and increasingly any commercial job — you’re locked into it,” says Bob Ross, president of Robert Ross Construction in Austin, Texas, which specializes in franchise restaurant and retail outlets. Even change orders requested and approved by the client may not be recouped, he says. “You really need a good system behind you [in the office] to be successful.”
Mostow offers another practical means to achieve professionalism. “On any jobsite, the safety and appearance of your crew can create a great deal of attention, not only for your company, but also for your client,” he says. “For these reasons, and as a form of marketing, many commercial contractor crews wear matching work shirts on the site.”
And while a homeowner collecting bids for a room addition might not be as strict as a school district or a fast-food franchiser with regard to your estimate, presenting a clean, comprehensive, and reliable bid —and a dedicated office line or cell number for business-only calls and a crew that can be easily identified — can make the difference in getting the job.