Cape Town - Commuting to and from Clanwilliam gives me six hours a week to ponder the state of our industry and, I have to admit, I am not particularly happy with the way things are headed. The questions that you send in, reports in the media and chats around the dinner table just point to an industry that is not delivering the way it used to.
Proper training of artisans has all but disappeared. Instead of insisting on better service we are accepting work of lower and lower standards because we don’t know what is acceptable any more or we are too tired to fight or argue. The more we let things slip the worse things will get.
I believe a large percentage of our problems emanates from a lack of proper communication between all the parties involved. I have been telling my staff for years that they cannot expect me to back them in a dispute with a client if there is not a proper written record of how things have developed. But can we write letters any more or even send an e-mail that does not contain modern abbreviations and texting talk?
Contractors need to focus on customer service. This starts by telling the customer when and how things are going to happen and then making sure they do. This is done by using a skilled and registered workforce with proper materials not imported cheaply from dubious sources.
The flip side is that clients must keep their side of the contract, abide by the terms of the agreement they hopefully have signed, pay on time, and ensure they have given the contractor adequate notice if they cannot meet an agreed time for the work to be undertaken. All too often a contractor turns up and finds the client has forgotten or something else has come up. The contractor is then expected to reschedule, irrespective of what other commitments he may have.
So let’s resolve to start communicating with each other in a manner that will make all our lives easier.
Tip of the week
As we slowly settle into our Clanwilliam home, I am being encouraged by my better half to start repairing numerous items around our house. As I have admitted, I am not a handyman, but have quickly learnt this: don’t try to do anything unless you have the correct and good quality tools, otherwise life does become difficult.
Questions and answers
Once again as the weather worsens and the rain starts to find all those little cracks and leaks you thought you had resolved last year, the requests for recommendations for contractors are pouring in. There are also the usual requests for recommendations for builders. I ask that you contact the relevant associations for recommendations.
To recap: your first port of call should be the Master Builders & Allied Trades Association. If your problem is roofing or waterproofing contact the Waterproofing & Roofing Association Cape. To check that a contractor is properly registered and compliant, contact the Building Industry Bargaining Council. All of the details for these organisations can be found on the internet.
Since I have been writing about my new association with the City of Cape Town I have been receiving many requests for assistance with matters relating to electricity and water bills, not to mention problems relating to your new rates valuations. Unfortunately problems of this sort are not part of my brief.
Howard has sent me the following problem. In January I had my deck repaired for leaks. The builder promised me the job would be perfect and guaranteed verbally there would be no leaks. I spent R60 000 on the repairs and it is still leaking.
But he denies this. I have got a building report pointing out all the errors – another R13 000 to repair. I don’t want to take the legal route, but is there any other route I can take? Is there a building council I can contact? An ombudsman? The National Home Builders Registration Council? Argus Action or Consumer Protection Act?
Answer: I have not mentioned the name of the company involved as I have not had a chance to contact them, but find they are not registered with any of the above associations.
There is no building council or ombudsman for the industry. The National Home Builders Registration Council will become involved only if the job is registered with it and then only cover certain aspects of the building. The Consumer Protection Act appears to be protecting the interests of customers buying goods from retailers, but I will investigate to see if the Consumer Council will become involved in building disputes. The legal route is an option, but we are all aware of the potential costs. The bottom line is to ensure you initially appoint the correct contractor for the type of work being undertaken, and that all paperwork is completed, in case of a dispute later on.
Company of the week
A reader has sent the following recommendation:
I had American shutters put into my lounge and dining room in the middle of 2008 by Taylors Blinds.
The other day one did not open and close on the runners as well as it should. A rep came out, at the designated time, told me that they had a much better tracking system now and they would replace them free of charge on both shutters by the end of the week. This happened! - Weekend Argus
* Please keep your questions or comments coming to don@macalister.co.za or sms only to 082 446 3859