Every relationship has its bumpy patches, and we’ve reached that time with our contractors.
I spend a good part of MY professional life managing my clients’ expectations and keeping them informed about matters of interest to them. I am good at that aspect of my work. I expect the same when I am on the client end of a relationship.
The renovation relationship started off with excellent communication, whether by phone or email or face-to-face conversations. Ever since the cabinets were installed (the last of the large payment checks, I might add), communication has been minimal to non-existent. I have had to initiate every conversation about what was happening and what would happen. To be fair, not much was happening after the counter templates were made. I heard that there was a delay but then for 2 weeks there was no word at all. I am the one who reached out after 2 weeks to ask for an update and lo-and-behold- they’d “just heard that day”. Maybe, maybe not. Forgive my skepticism but in light of subsequent behavior, I’m not as convinced about that timing as I might have been.
I’ve told you of our trip to see our slab, and about the soffits and crown molding. The QUARTZ people are the ones who mentioned to us that they would be installing on Tuesday. I heard nothing from the contractors who are, by nature of our contract, supposed to be arranging all of these things. Today, Tuesday, I finally wrote to them to ask if indeed the counter would be arriving. I got an email that said they would check. We’re paying them to be managing this, it’s NOT supposed to be my job to manage the people with whom they have contracted. The counters arrived before any email.
I thought about it long and hard and then drafted an email. I said we are now in week 14 of a projected 10-12 week project. I am not upset about that, I wrote. I AM upset with the lack of communication and any notion of a schedule. I wrote that I understand that schedules are fluid and some things cannot be controlled. But I want a projected schedule of all the things that still have to be done. I have no idea if I’m looking at another 2 weeks, 3 weeks, a month, longer. There is a lot that still needs doing.
I got a reply this afternoon, which I consider a good response time. (Again – I do this all the time myself as a professional. I know what is involved in forming a response.) My first reaction was a “pffffft” as he addressed the delay. The delay, while not desired, is not the problem – I NEVER expected this to take only 10-12 weeks. I’m still absorbing his comments about the communication, which are focused on this morning. I’ve been feeling uninformed for several weeks now. I’m hoping that when I get the promised update of what is to come, it will cover all the gaps that I feel exist.
My counters are beautiful and I will share them with you tomorrow. Today is working through a bit of disappointment.