Highland Laddie

One of my central roles is managing vendors. I am, generally, responsible for finding two or three vendors for a given project; getting estimates and references; and, making sure the work is done at the appropriate level of professionalism.

We recently had the floors done in the Hamptons. The company uses the new "dustless" system. While it was not dust free, there was a fine powder on most flat surfaces. However, it was a quick cleanup and was limited to just where the floors were done.

Why is it that as customers we have to force contractors to complete a job? The workmanship was sloppy. Stain and poly-coat left on base boards and stair risers. The sander apparently brushed up against the base boards leaving grooves. They could not keep to promised time frames, like showing up at 3 PM for an 8 AM to 9 AM window. They sent 1 guy back to move the furniture, 1 hour late (of course).

My complaints were at first met with shock. "But, look at how good the floors look." As if, after the pilot dumps the plane in the ocean, the airlines gets to say, "But look at how smooth the flight was." The best was, "You should just plan on the contractor showing up an hour later than they say." No accountability, no ownership.

I used a line from the Ps play book. "If you provide a less than perfect job, I'll provide a less than perfect check." I finally got their attention with that. They came back and cleaned up most of the mess. I still have some touch-up painting to do.

The floors look great.

Title by: Burl Ives