Clear Expectations and Experience Indicators

While on a recent project, we visited with a contractor in a different line of work than us.  The nature of this contractor’s business puts him in and around situations where foam is or can be utilized.  This contractor recently completed a job where polyurethane foam had been used to fill voids underneath a home and he was not impressed with the outcome.  This is disheartening because 1) the situation the contractor described is a situation where polyurethane resin thrives and 2) now we have someone who’s lost faith in this process when in all actuality; our businesses complement each other well and could serve as a great referral source.
We will not go into specifics about the problem or the job because frankly, we weren’t there and we are not in the business of speculation.  This conversation did however remind me of two very important points for the contractor as well as the customer, no matter the nature of your business.  Those points are:

•    Understand the Expectations:  The customer and the contractor are probably going to look at the situation differently.  They both have an idea of what the finished product will look like and have expectations of long term results.  Make sure to get a clear understanding of expectations from both sides.  If you just can’t seem to match up, maybe it is best to explore other options.

•    Recognize Experience Indicators:  Just because your contractor has a “20+ years experience” sign on their website, doesn’t always mean they are experienced in the specific process your project requires. In regards to our nature of work, the experience of the technician performing the work is crucial.  We monitor each project with every gauge, dial indicator, and level you can think of, but the successful completion of a project is largely dependent on the technician’s understanding of what is going on beneath the surface.  This understanding is a combination of technical knowledge and feeling.

Moral of the story?  Ask questions and do not assume everyone is on the same page.  Do not be afraid to quiz your contractor on their process and don’t neglect to ask your customer for a clear understanding of their expectations.  From a polyurethane foam standpoint, this is a specialized business.  Make sure your contractor can thoroughly explain what is going on under the surface and can explain what you can expect after the process is complete.

At Helms Polyfoam, we are excited to talk about our process and will get as deep in the weeds as you need to feel comfortable.  Call 601-966-7821 to discuss your next project.