How to Handle Unreliable Pros During Projects
Design and remodeling pros on Houzz share how they resolve issues and keep projects on track
Kyle Troutman
August 19, 2022
Once a project is in full motion, another professional on the team sometimes can show themselves to be unreliable or unruly. They might lack serious follow-through, not take accountability for making big mistakes or cause serious issues that affect everyone involved.
When other home pros become untrustworthy, it can be difficult to decide how to move forward. Here, 10 designers and contractors share what they do when another pro threatens the integrity of their projects. Read on to see their advice, then in the Comments tell us how you handle pros who turn out to be duds.
When other home pros become untrustworthy, it can be difficult to decide how to move forward. Here, 10 designers and contractors share what they do when another pro threatens the integrity of their projects. Read on to see their advice, then in the Comments tell us how you handle pros who turn out to be duds.
1. Initiate a Conversation
When a fellow home pro has been unreliable more than once, a first step is to talk with them about it. Addressing the problem in a calm and professional manner can help keep the discussion productive and constructive.
“I always go into conversations taking emotions off the table,” says Kirby Foster Hurd, founder and principal designer of Kirby Home Designs. “Bring the facts forward, not how you feel about the situation.” Hurd believes it’s best to be straightforward when problems arise with other pros. At the same time, it can help to be understanding and give them some grace. “Ensure the person on the other end understands the problem clearly and give them a fair chance to reflect and respond,” Hurd says.
Learn about Houzz Pro all-in-one business software
When a fellow home pro has been unreliable more than once, a first step is to talk with them about it. Addressing the problem in a calm and professional manner can help keep the discussion productive and constructive.
“I always go into conversations taking emotions off the table,” says Kirby Foster Hurd, founder and principal designer of Kirby Home Designs. “Bring the facts forward, not how you feel about the situation.” Hurd believes it’s best to be straightforward when problems arise with other pros. At the same time, it can help to be understanding and give them some grace. “Ensure the person on the other end understands the problem clearly and give them a fair chance to reflect and respond,” Hurd says.
Learn about Houzz Pro all-in-one business software
2. Step Back and Allow Your Client or Team Member to Address the Situation
Sometimes you may not be able to take action or make decisions regarding the project team. The responsibility of managing an unruly professional might fall on your supervisor, a colleague or your client. When in doubt, the contract can offer guidance on how these scenarios should be handled.
Sean Tomlinson, owner of Tomlinson Designs, says their contracts are usually with homeowners — not other design or construction pros. Only the homeowner can decide how pros are managed on the project. Typically his team likes to stick around during the building phase, to help their clients navigate awkward situations with questionable pros. “If it gets really bad, then it’s a decision for the homeowner to end the contract with them or not,” Tomlinson says. “We keep detailed records of this process for reference later if needed.”
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Sometimes you may not be able to take action or make decisions regarding the project team. The responsibility of managing an unruly professional might fall on your supervisor, a colleague or your client. When in doubt, the contract can offer guidance on how these scenarios should be handled.
Sean Tomlinson, owner of Tomlinson Designs, says their contracts are usually with homeowners — not other design or construction pros. Only the homeowner can decide how pros are managed on the project. Typically his team likes to stick around during the building phase, to help their clients navigate awkward situations with questionable pros. “If it gets really bad, then it’s a decision for the homeowner to end the contract with them or not,” Tomlinson says. “We keep detailed records of this process for reference later if needed.”
How to Support First-Time Remodeling Clients During Project Work
3. Try to Work It Out With Them
Projects can run more efficiently when stakeholders focus on problem-solving. “Discussing paths for solutions before jumping to conclusions is critical, even if at the end of the fix [it] means that the pro won’t be involved on that project any longer,” says Phil Shearon, president and principal designer of Shearon Design Collective. “We know some things you just can’t come back from, but we always work together with them to, at a minimum, remedy the issue at hand first.”
Robin McHaney, owner of and designer at Simply Elegant Interiors, agrees. She says it’s best to try to resolve the issue at hand before doing anything else.
Projects can run more efficiently when stakeholders focus on problem-solving. “Discussing paths for solutions before jumping to conclusions is critical, even if at the end of the fix [it] means that the pro won’t be involved on that project any longer,” says Phil Shearon, president and principal designer of Shearon Design Collective. “We know some things you just can’t come back from, but we always work together with them to, at a minimum, remedy the issue at hand first.”
Robin McHaney, owner of and designer at Simply Elegant Interiors, agrees. She says it’s best to try to resolve the issue at hand before doing anything else.
Interior designer Meredith Park gives other home pros the benefit of the doubt when she senses something is amiss. However, she’s prepared if things take a turn for the worse. “I begin to develop a Plan B and I become much more present on the job site to make it clear that I am going to hold them to quality standards and the timeline for the project,” she says.
The Houzz Pro Timeline tool lets you map out project schedules, communicate plans with team members and visually track progress.
The Houzz Pro Timeline tool lets you map out project schedules, communicate plans with team members and visually track progress.
4. Right Their Wrongs
If another professional makes a serious blunder, one option is to make it right for the client’s sake. “If something occurs, I reach out to the reliable company or individual to take care of what must be done to correct a problem,” interior designer Sandy Schargel says. “There have been times that I had to take financial responsibility to keep my clients happy.”
Anna Shiwlall, owner of 27 Diamonds Interior Design, believes in holding pros accountable when they make mistakes. And if they don’t make it right, she will file an official complaint to help resolve the matter.
If another professional makes a serious blunder, one option is to make it right for the client’s sake. “If something occurs, I reach out to the reliable company or individual to take care of what must be done to correct a problem,” interior designer Sandy Schargel says. “There have been times that I had to take financial responsibility to keep my clients happy.”
Anna Shiwlall, owner of 27 Diamonds Interior Design, believes in holding pros accountable when they make mistakes. And if they don’t make it right, she will file an official complaint to help resolve the matter.
5. If Problems Persist, Consider Removing the Pro From the Project
Jason Faulkinberry, owner of Faulkinberry Enterprises, will immediately terminate a relationship with an unreliable or untrustworthy professional and remove them from any active projects they’re working on.
“All the builders I work with would release anyone unethical, dishonest or unprofessional,” says Kai Geschke, president of Geschke Group Architecture. “Unfortunately, that happens all the time.”
If you choose to go this route, it might be best to then turn your attention to getting the project back on track. “[I] find an immediate replacement and start looking for two to three companies to ensure job completion,” says Teresa Watkins, owner of Sustainable Horticultural Environments. “[And] never use the unprofessional company again.”
10 Tips for Building Good Relationships With Other Home Pros
Jason Faulkinberry, owner of Faulkinberry Enterprises, will immediately terminate a relationship with an unreliable or untrustworthy professional and remove them from any active projects they’re working on.
“All the builders I work with would release anyone unethical, dishonest or unprofessional,” says Kai Geschke, president of Geschke Group Architecture. “Unfortunately, that happens all the time.”
If you choose to go this route, it might be best to then turn your attention to getting the project back on track. “[I] find an immediate replacement and start looking for two to three companies to ensure job completion,” says Teresa Watkins, owner of Sustainable Horticultural Environments. “[And] never use the unprofessional company again.”
10 Tips for Building Good Relationships With Other Home Pros
6. Think About Cutting Professional Ties
If a home pro leaves a bad impression on you or your client, it might be time to reconsider your business relationship with them. It may not be worth risking your professional reputation any further.
“Having an untrustworthy professional representing [our company] is unacceptable,” says Anthony Collins, owner of and certified builder at Northlight Custom Builders. “We will make things right with our customers and will likely not work with that supplier or subcontractor again.”
More for Pros on Houzz
Read more stories for pros
Learn about Houzz Pro software
Talk with your peers in pro-to-pro discussions
Join the Houzz Trade Program
If a home pro leaves a bad impression on you or your client, it might be time to reconsider your business relationship with them. It may not be worth risking your professional reputation any further.
“Having an untrustworthy professional representing [our company] is unacceptable,” says Anthony Collins, owner of and certified builder at Northlight Custom Builders. “We will make things right with our customers and will likely not work with that supplier or subcontractor again.”
More for Pros on Houzz
Read more stories for pros
Learn about Houzz Pro software
Talk with your peers in pro-to-pro discussions
Join the Houzz Trade Program
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More of a question than a comment. How do you handle a general contractor who does not hold his sub contractors to the construction schedule putting the install of finishes and design elements til the end making it impossible to meet my deadline. Example..demo crew was supposed to pull up existing glue down flooring in preparation for install of new engineered hardwood. The install of new floor had to be rescheduled 3 times because of their inability to get it done and the GC's lack of control of his subs. Consequently everything has been delayed, cabinet install, granite install, finish plumbing, appliances etc., to the point where I had to ask the homeowner to delay their return trip for 2 weeks to try to get it done. This is a whole house remodel so everything is being redone. Help
what is it called when the contractor requires a draw and what is its purpose ?
Please advise
Draws are set up at different intervals during a construction project and typically are a percentage of the entire project cost. After certain phases of construction are completed a draw may be requested to pay sub contractors and or materials costs. Example...at contract 10% of project cost could be due, after demo and rough in another 30% draw could be due, after tile another 30% draw could be due, etc. It really depends on the project and the way the contractor sets up his percentages