Exposed: The Real Reason Your Builder Stops Taking Your Calls

The root of this problem is actually very simple, and it comes down to who a builder is at their core. At the risk of oversimplifying or generalizing, let’s generalize builders. Almost all builders started in the carpentry trade as an apprentice, because they wanted to build things. They liked being outside, they liked working with their hands, they didn’t like being in an office at a desk all day looking at spreadsheets and sending emails, that seems like a job for chumps. They worked for years on the tools, as they gained more experience, they worked with their boss or owner more closely, and they took on more responsibility, then one day, the light bulb goes off and they realize they could be doing all the same tasks, but make way more money and have the flexibility of their boss, if they started their own company. And so they do. They get their first clients, usually starting small, doing small additions or renovations, then they get approached to build a custom home or better yet two, and here’s where things get funkier than James Brown. Now they find themselves sitting at a desk (hopefully) looking at spreadsheets and answering emails all day. There are two things that can go wrong here. Number one, they often HATE it. They were born to build things, not sit at a desk making phone calls and looking at a screen, remember? Number two, they’re often not good at it. They’re builders, they’re not real estate agents, or sales people with a client base they need to massage (figuratively). When they’re apprentices, their bosses don’t tell them “this is how you make clients feel valued and seen.” They tell them how to build things. So when you combine the fact that they HATE doing it, and aren’t taught how to do it, you have a recipe for disaster.

Now let’s set the scene for the real pain shmozzle that unfolds. You hire a builder to build your custom home, and things are going ok. Then seemingly all of a sudden, the workers are there one day, and gone the next, then they’re back for two days, gone for two days, and you can see your schedule being flushed down the toilet faster than gummies at the Olympic village. You wonder what’s going on, so you’re calling the builder and asking for a site meeting, and you get the builder’s wife on the phone. She says he’s been sick for the last few days, the guys will be there on monday. Monday comes and goes, they show up Tuesday, they’re gone Wednesday, and you’re calling again. You leave a message, get nothing back. Now you’re being ghosted. To appease you, he finally gets ahold of you to say he’ll send some guys next week. They come, they’re different guys from last time and they don’t know anything about your project. Your project is nearly done, and limps along til you get so annoyed/exhausted, you tell your builder you’ll finish things up, because you just want them gone. Next thing you know, you’re posting inflammatory reviews on Google, and Facebook and any other platform that you can sign up for. You’ve decided to get another builder to look at your project so you can try to finish it, and you don’t have any info if the builder is coming back, you’re hearing things at the hardware store, and it’s just a mess.

So let’s dive in a little deeper here. If you’re getting hot sweats because this feels like high school level drama, that’s because it is exactly that. Your builder signed a contract with you (hopefully), but halfway through your job, another, more profitable girl (job) came along and your builder said “yes please.” But without hiring more workers, he can’t make both projects go at the same time. So like a classic two timer, he bounces between the two for as long as he can, dodging phone calls and feigning sick or being out of town aka at the other job. The builder will eventually get resentful in an effort to justify their behavior with ideas like “I’m just trying to make a living” and internally make the clients out to be the bad guys. Pretty classic stuff. Real crooks will take the money and leave town, bad builders will just keep servicing the client that appears the angriest until one gets frustrated enough to kick them off the job, then he’ll finish the other. This is a tale as old as time, and there are many variations. Builders are constantly trying to manage expectations, while maximizing profits. But fear not, there are a few things you can do.

Firstly, when in contract talks with your builder, ask how many guys they employ, and how many jobs can they do at once. Then ask how many jobs they have booked, and are going on currently. You should get a reasonable picture of how they run things from this. Ask them very directly how many jobs they’ll have if you start on your start date, and ask them to assure you they won’t be taking on more work. Ultimately, they won’t be bound by this agreement, but it lets them know you’re aware of their capacity.

Secondly, try to make a lockable place for the workers to leave their tools on site. This is a bit sneaky, but if you have their tools on site, they will be less likely to go to another site, as they won’t want to have the awkward conversation running into the client who asks why they’re taking their tools. This is not a long term solution, but it may at least appeal to their conscience a little.

Thirdly, you can be vigilant when it comes to workers not being on site for the first time or two. Don’t be a jerk about it, ask if everything is ok. Kindness is always king, but you need to let them know that you noticed, and the leash isn’t long.

If you’re experiencing a variation of this behavior, really try to find the builder and talk to them in person. If they’re dodging calls it means they don’t want the confrontation usually. You may be able to go to a local hardware store and ask if they have the address of the other jobs, they may not give it to you, but you can try. As my old jiu jitsu teacher once told me the best way to get out of a deep rear naked choke, is not to get in one to start with, the best way to deal with bad builders is not to hire them to begin with. I’m excited to announce I’m launching a crash course on how to hire the right builder for your project. Visit www.albatrossacademy.ca and join the mailing list so you can get access to that course when it drops.

Thanks for reading.

If you have questions or comments, please reach out aaron@albatrossacademy.ca