How Important Is a Clean Job Site From Start To Finish?
Will a customer ever see what's behind a quality project? Will they notice the waterproofing membrane behind the tile in the new shower, the proper header above the patio slider, that 1/16th dip you shimmed for a perfectly level kitchen island? What is it that a customer notices, what are they looking for?
In a satisfaction email survey completed by MHS, 27of31 former customers cited site organization/clean up as one reason they would recommend us to someone else.
In this same survey, two customers cited clean up as an area we could improve. While 100% of the customers who responded would recommend us to someone else, this gives us a lense into what they're paying attention to, and what leads to more referrals/business.
In most cases your customer is not the expert on the work you've been hired to complete. While it is always important to complete the job correctly (adhering to guidelines, industry standards, contracted line items etc.) professionals need to develop a sixth sense for the things we might not see with our blinders on.
Setting up: Communication & Avoiding Disaster
It's 6:30 am, you arrive onsite for a week long bathroom remodel. You greet the homeowner, go over a few details, answer a few questions, now what?
Before you pick up a single tool, create a punch list for set-up and complete it. While it can be done mentally, MHS recommends a paper or digital checklist (the fog of the morning gets us all sometimes!) What's on this list? Some examples;
What route are you taking in, and out of your work site? Is there furniture/carpet between your entry, and your work site? What sort of flooring do they have, does it require special protection against abrasion or scuffing?
What are the homeowner's concerns? Do they have any sensitivities to dust or strong smells? How will your set up affect foot traffic for the residents of the house? What time would they like for the work to finish, so that they can enjoy their home?
What about once the project commences? Do you have a planned and protected route for demolition debris to be removed? Is a dust screen in place to limit the fine dust's travel outside of your work area? Where do your tools live when they aren't in your hands? Is there a staging area for any large equipment and can this equipment remain onsite for the duration of the project?
Taking 15-30 minutes to go over these points before work commences. Reviewing them with the homeowner and crew will have a profound effect on the flow of your workday. This helps the homeowner process the first day jitters as their highly anticipated project is set to begin. Additionally, you can begin the project with relative peace of mind, you and your crew are on the same page!
Done For Today: Mid-Project Cleanliness
The end of the day is rapidly approaching, you're exhausted, the crew is dragging, you're ready to be headed home! The homeowner is also tired from their day, but they live there. What part does mid-project clean up play in their view of the project?
How many of us like to come home after a long day to a mess that we didn't make? Though everyone is aware that a part of the home is an active construction zone, what reasonably steps can you take to minimize that feeling of discomfort a homeowner experiences?
Will the rooms flood, will anything set on fire, will the walls collapse? If not, and you find yourself with your blinders on late in the afternoon trying to account for the morning's delays; STOP.
The work in front of you is not all there is to do. Remember you agreed to an end time. What steps can you take to avoid rushing, adding to your stress, your crews stress, and the homeowner's stress?
Have a hard stop. MHS recommends setting a hard stop a minimum of an hour before the workday is set to end. This hour is specifically dedicated to mid-project clean up.
Is there any debris that can be carried out and disposed of? Are there tools no longer required that can be packed out? Is there any dust or debris that made it's way out of your work zone?
By mid-day you should have an understanding of what needs to be buttoned up by your hardstop. Do not open any new work trying to make up for lost time, or squeeze in more to the day. This way, you can leave the job site orderly, and on time.
Another way to avoid mid-project rushing is to make sure the homeowner and yourself are prepared for reasonable delays! MHS recommends the proposed timeline for multi-day projects includes an extra day per five days to avoid overbooking and limit onsite stress!
The Work is Done But Are You?
You've made it! The bathroom is beautiful! You've overcome the unexpected, you've mastered this job, and your homeowner is happy! You aren't finished yet, it's time for another checklist (you'll thank us later!)
MHS highly recommends a post-project cleanup checklist in digital or written form! Including the following;
Is there any small debris in or around the work zone? Did you or your crew put anything in the homeowner's trash receptacles? If so did you empty them? Did you blow away the sawdust from cuts made outside?
Did you inspect the work zone for any miscellaneous hardware, manuals, pieces of packing materials, or protective film? Did you give the homeowner any applicable warranty manuals or remote controls?
Was the work zone/ traffic zone vacuumed? Did you wipe down all surfaces including walls, ceiling fans, door handles, the top of the doors and trim etc.?
Did you check in any new drawers or shelf units for tools or trash? If you ordered a dumpster, is the area surrounding and under the dumpster clean?
Once you've completed this checklist, speak with the homeowner. It is important to ask them if there is anything they feel was missed during your clean up. This also is the perfect opportunity to reaffirm that the project is indeed completed!
Completely Clean: Final Takeaways
Your job is done! You have peace of mind because no amount of mess will detract from your quality of work! Additionally, things like job site stress and loss of tools or materials will be lessened. With a more efficient set-up to clean-up routine, both you and your business will benefit!
Don't forget: Reach out to the homeowner within 48 hours for reviews and referrals!
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