How to Deal with Contractors
Question them like you would a doctor.
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Imagine going to the doctor for knee pain. The nurse takes your blood pressure; the hospital gown takes your dignity; and the frigid office air takes your comfort. You pass the time tapping on your phone when the doctor finally walks in. She pulls out a few instruments and performs a few tests. Then, with thoughtfulness on her face and authority in her voice, she declares: “Your knee is shot. Buy a new one.” You’re then offered good, better, and best knee replacement options.
Medicine has its problems, but we don’t expect to be treated that poorly. “Shot” is not a diagnosis. You’d want to know exactly what’s wrong, why it’s wrong, and what all the treatment options are. Replace it rather than treat it? You’d have to be convinced. Good, better, and best replacement options depending on your budget? Not a chance. You’d fight to get the best option no matter what the cost. Medicine may be complicated, but the concepts are not. A good doctor provides a real diagnosis, explains it in a way that’s understandable, and makes you a part of the process.
A good contractor does the same thing, but apparently they’re hard to find. I get a lot of phone calls asking for a price on a new furnace or air conditioner. In most cases another contractor has recommended new equipment, so the caller wants a bid. That’s reasonable. However, when I ask the caller what’s wrong with the old equipment, they usually say “It’s shot.” In other words, they don’t really know. That’s unreasonable. If you’d want to know why you’re replacing your knee, you should want to know why you’re replacing your equipment. And you should know what your repair options are, even if the repairman thinks replacement is the best option.
It’s time to demand more of repairmen. If you’d question a doctor who’s had a decade of formal training, you should darn well question a repairman who’s probably had none. You’re not mechanically inclined? Compared to a doctor, you’re not medically inclined either. But that doesn’t stop you from busting the doc’s chops. If you’ll keep the doctor talking until you understand, then keep the repairman talking just the same. If he can’t make you understand, then get a second opinion. Whether you’re repairing old equipment or buying new, don’t approve it until you understand it!