Train Contractors To Be Your White Glove Service Providers
Estate managers can always relate to their colleagues’ first month on staff at a new property — most recall that time with sheer horror. There’s an immediate need to understand the work culture, and it must be learned immediately and under fire. Staff and contractors have their way of doing things, and they tend to loathe change.
I stepped into a new position a few years ago where most of the staff had worked at the property for more than 15 years, and many of the contractors had been there as long — and were rewarded with recurring monthly retainer contracts. These contractors were accustomed to scheduling work whenever it suited their schedule, and most would leave without submitting a service report.
As I observed their performance that first month, I was appalled to find them leaning on walls (leaving handprints), sitting on beds (requiring housekeeping to redo their work), and dripping truck oil on the driveway (necessitating time with a power washer and some Simple Green), among other violations of acceptable practice. I quickly let them know things were about to change. The reply was always a look of “I wonder how long SHE’LL last?”
Like what you see here? Join our email list for more tips
I quickly prepared and sent all our contractors and vendors a list of property policy changes — a Contractor’s Memorandum of Understanding (MOU). This document addressed daily clean-up expectations, smoking and mobile-phone use policies, and daily reporting requirements. Anyone who entered the property had to have a signed MOU on file, so no one could claim “I didn’t know.”
The overlooked requirement I found most concerning was that contractors’ paperwork (insurance certificates, NDAs, etc.) be current. The security officers tasked with visitor check-in were now responsible for a requirements checklist. An expired insurance certificate meant the contractor could not enter. Property visits had to be scheduled; unscheduled contractors were turned away. Contractor work clothes had to bear their company’s logo. Invoices weren’t marked for payment unless there was an attached approved work report. And those who didn’t use drop cloths under their vehicles were asked to park on the street for the remainder of their contract.
It took two months for the whining about tightened procedures to stop. The result? The staff and I spent less time managing and cleaning up after contractors. Contractors who could not get on board with the new policies did not have their contracts renewed.
This document will set your contractors up for success. I promise those worthy of your business will appreciate a clear and concise outline of your expectations.
Do you have our FREE Cheat Sheets?
Master List of Lists for Managing a Mansion
and
Contractor’s Memorandum of Understanding?
If not, be sure to submit your email address here to receive both important documents immediately.
Please invite a friend to join our email list
and share this post on: Facebook | Twitter | LinkedIn
I hope this was helpful information. Please keep in touch and let me know how I can support you.
xo,
Kelly
