LESSONS LEARNED

    From several posts this week, it seems some of us have been set-back by some unforeseen difficulties which have cost not only a lot of time, but a great deal of money. Unfortunately, these types of situations present themselves in every business and can prove to be quite disruptive. How we choose to handle these problems could mean the eventual failure, or ultimate success of our business. In that we all deal with a multitude of variables on every project, with nearly every employee and most every client, it is hard to predetermine everything conceivable which could go wrong; but amazingly most jobs are completed without a hitch. Thank goodness!

    Mike of Pizazz Painting in New York posted (on the PWC Board) how he had recently lost a foreman whom he had spent more than a year training, only to be left high and dry at crunch time when the fella decided to go out on his own. He indicated that he may have taught this employee too much about the business and now the guy was well enough equipped to start his own company. After the hurt subsides, what lesson can be learned from this experience? Will it now be necessary to have all future employees sign a "no compete clause" and agree to not pursue the trade on their own in the same locale for a period of two years or so? After all, hasn't this employee spent the past year learning how best to work with the customer and also picked up numerous tricks from Mike on how to properly set-up and run a paint job? Sadly enough, Mike was caught completely unaware and has no chance of recouping his investment in this "former employee". He concludes his own thread by stating, "...the best lessons are the ones learned the hard way, because you never really forget them".

    Another example is presented by Paul Burns on this board regarding the "wrong color law suit". In this case, a satisfied customer, having paid for the completed job and rewarded the painters with $100.00 or more tips, decides that one room is the wrong color and sues to recover the cost of having another contractor paint the room the "right" color. Unfortunately, the judge decides against Paul and awards the homeowner a sizable judgment. Without speculating on the judge and homeowner being country club buddies and the possible kick-back the decorator/designer may have received for his/her part in this deception, what lesson can be learned from this travesty of justice? Several suggestions were made regarding a room-by-room color selection form and/or draw-downs being signed by the client prior to commencing the project. Sound advice indeed, and something worth implementing on all future jobs, regardless of size or how much we think we can trust the customer. Joe and Marcy conclude this particular thread by quoting a former employer who said, "...you learn the most from lessons that cost you a great deal of money, and you will never make those same mistakes again."

    One final example of a recent difficulty was mentioned by Pete Ellis of Vermont in his "worst employee ever" thread. Without going into great detail, Pete was sent (on the recommendation of an acquaintance) a young man professing an interest in learning the trade. This character had so many prerequisites for employment that it basically amounted to sending cash to his home so he could stay on the couch. Which prompts the question, "how best to screen or pre-qualify employees" or "where can good employees be found"? This topic has been mentioned numerous times on these boards, yet has the definitive answer arisen? Is this one lesson still to be learned? Do we now require each and every prospective employee to take and pass a written pre-employment test, a drug test and a background check prior to being sent out on the job-site? Some local county court systems have internet access to all previous court cases and all open cases within their jurisdiction; an invaluable resource if available in your area, and one which may prevent future problems, but only when used.

    We can help ourselves avoid many unforeseeable difficulties by actively participating in these open forums (boards) and maintaining membership in a professional trade organization such as the PDCA. Through networking with members from our local chapters and sharing with "cyber friends" on-line, we can help one another shorten the learning curve and prevent many negative situations. Although a remedy for each and every problem may not seem possible, the experienced and knowledgeable professionals within PDCA and on this board, are more than willing to assist a fellow contractor by sharing their lessons learned.

Tom U

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