Contractors share the short list of questions they are usually asked by homeowners and offer a list of questions they recommend you ask.

You would think that launching an entire remodeling project would spark a truckload of questions from wary homeowners who have heard the horror stories surrounding the world of remodeling. Surprisingly, though, contractor members of the National Association of the Remodeling Industry (NARI) admit they aren’t asked enough questions!

“Timing and money are about the extent of the questions we hear,” says John Stanforth of John Stanforth Construction, a member of the Miami Valley NARI Chapter in Ohio. “During an interview with a homeowner when homeowners should be asking about my credentials and verifying my business practices all I hear is: when can you start? when will it be finished? and how much will it cost?”

These simply aren’t enough. Yes, timing may be “everything” in comedy, but that certainly isn’t the case when it comes to remodeling. If you are going to have a successful remodeling project, you need to learn the right questions to ask and how to ask them.

When a group of NARI contractors were asked what questions homeowners asked most frequently, the group unanimously agreed that their most popular queries were:

• When can you start?
• When will you be finished?
• What time will you knock on my door each morning?
• What time will you quit for the day?
• Are you going to work everyday?
• Can you finish before (insert any major holiday or significant family event)?
• How much will it cost per square foot?

Unfortunately, these are not the type of questions that are going to tell you much about a particular contractor.

“While a reasonable timetable is important,” says Stanforth, “it shouldn’t be the primary focus of an interview or a job – neither should budget. Homeowners should be focusing on trust and quality. If you find someone who is reputable and trustworthy, the budget and timeline will fall into place.”

He recommends homeowners start by asking questions about a company’s business practices and experience in a similar type of project. If you decide you want to hire a particular contractor, then you can discuss when he or she can start, what time he or she can knock on your door each morning and when you will have your home to yourselves again. These are all items that can be discussed at a pre-construction meeting.

Here are some questions NARI members recommend you ask before signing a remodeling contract:

• How long have you been in business?
• Who will be assigned as project supervisor for the job?
• Who will be working on the project?
• Are they employees or subcontractors?
• Does your company carry workers compensation and liability insurance? (Always verify this information by calling the agency. A copy of an insurance certificate does not let you know if the policy is still current. Even if the certificate has an expiration date. you cannot tell if the insurance has been canceled by either party. If licensing is required in your state also ask if the contractor is licensed and call to verify compliance with the law. Not all states offer or require licensing. Check with your local or state government agencies.)
• What is your approach to a project such as this?
• How many projects like mine have you completed in the past year?
• May I have a list of reference from those projects?
• May I have a list of business referrals or suppliers?
• What percentage of your business is repeat or referral business?
• Are you a member of a national trade association?
• Have you or your employees been certified in remodeling or had any special training or education, such as earning a Certified Remodeler (CR), Certified Remodeler Specialist (CRS) or Certified Lead Carpenter (CLC) or Certified Kitchen & Bath Remodeler (CKBR) designation?

It’s also important to realize that sometimes it’s not the answers you get that are significant, but what you don’t get. Asking the right questions is not enough. You need to pay attention to your instincts and to what information is missing.

Unlike your accountant or stockbroker, your remodeler will be a part of your daily life and available for some on-the-job education. He or she will be privy to your personal life, more so than your doctor or lawyer. Your contractor will know how you look early in the morning and how well behaved your dog is. It makes sense that you should take some time to carefully select this person and make sure that it is someone you can ask questions of.

Once you do find that person, you can get down to asking the more interesting questions like: What exactly is a sleeper and a cricket? What do alligators have to do with painting? And what do aprons have to do with remodeling?

Remodeling can be a fun experience. You get to create your dream room or home and learn a little about design and building along the way. All you need to do is ask questions. Questions that, according to NARI members, remodelers don’t feel that are getting enough of. So tap into your curiosity and ask away.

Course of Action

If DIY is not for you, where should you turn to find the best professional for your project? There are many types of professionals within the home improvement field that could come to your aid.

The General Contractor: Many home improvement projects do not require professional design services and can best be handled by the experienced contractor whose knowledge of materials and methods has been gained by years on the job. Again, be sure to deal with a professional. Even though the job may be relatively small, its successful completion is important to you. Small jobs also need careful planning and attention to detail. General contractors are also the right choice for your project if you have had your project designed by an architect or designer and you now need someone to manage the construction of those designs.

For design services, your options include:

The Architect: Major remodeling projects require construction drawings for the purposes of defining a contract and procuring permits. In cases where your professional remodeler does not provide design services, you may wish to seek the assistance of a professionally trained architect. It is best to work with an architect experienced in remodeling-he or she will be more sensitive to the special challenges that remodeling presents. Architects are licensed by the state and have formal education and experience. They have overall knowledge of design; however, many architects do not accept smaller projects.

The Designer: Another option to obtain those construction drawings is to hire a certified or licensed designer. Designers may have expertise in specific areas of the home, such as: kitchens, interiors, baths, space design, etc. They often specialize in particular types of projects and may be the best choice for a targeted project.

The Design/Build Contractor: If you prefer to hire only one company for design and construction services, your best bet may be to hire a design/build firm. Design/build is a concept developed to benefit the remodeling homeowner by providing both quality design and construction services within the same general contracting company. A design/build contractor will be able to see your project through from start to finish, keeping design, engineering and budget in mind. Some design/build firms have architects on staff, others use certified designers.

Avoid remodelers at all costs when:

• You can’t verify the name, address, telephone number or credentials of the remodeler.
• The salesperson tries to pressure you into signing a contract.
• The company or salesperson says your home will be used for advertising purposes so you will be given a “special, low rate.”
• The builder/remodeler tells you a special price is available only if you sign the contract “today.”
• No references are furnished. Information you receive from the contractor is out-of-date or no longer valid.
• You are unable to verify the license or insurance information.
• You are asked to pay for the entire job in advance, or to pay in cash to a salesperson instead of by check or money order to the company itself.
• The company cannot be found in the telephone book, is not listed with the local Better Business Bureau, or with a local trade association, such as NARI.
• The contractor does not offer, inform or extend notice of your right to cancel the contract within three days.  Notification in writing of your Right of Recision is required by law.  This grace period allows you to change your mind and declare the contract null and void without penalty (if the agreement was solicited at some place other than the contractor’s place of business or appropriate trade premises-in your home, for instance.)

In addition, be cautious when:

• You are given vague or reluctant answers.
• The contractor exhibits poor communication skills or descriptive powers.
• The contractor is not accessible.
• Your questions are not answered to your satisfaction.
• The contractor is impatient and does not listen.
• Only the work is addressed, instead of your needs as the homeowner.
• There is no presentation book of previous projects presented.

What Questions Should You Ask?

Who will you choose to wield the hammer on your particular job? That isn’t an easy question. Your choice of a contractor will ultimately determine the success and enjoyment of the job.

You can increase your chances of having a successful project by conducting qualifying interviews, following up on references and credentials, and considering all aspects of the remodeling project-the physical work and the emotional strain. You need to look for the person you feel will provide the best all-around service available-above-and-beyond the necessary construction skills.

The following questions will help you establish a company’s qualifications and reputation, and help you find the right person for your job. During and after the interview please refer to Warning Signs During Remodeler Interviews for more information on how to interpret interview responses.

How long have you been in business? Look for a company with an established business history in your community. Surviving in any business in today’s competitive marketplace is a difficult task. Most successful contractors are proud of their history in the industry.

Who will be assigned as project supervisor for the job? Also ask whom you should contact if the supervisor is not available. Get exact names and contact phone numbers for all persons who will be involved in the project.

What is the time frame for starting the project? Now is the time to ask questions about work schedules. You should ask: What is your estimate for completion? How early will your crew normally begin work? When will they normally quit for the day? Will I be contacted about delays or changes in the schedule? By whom?

What is your approach to a project of this scope? This will give you an idea of how the contractor works and what to expect during the project. Listen carefully to the answer. This is one of the big indicators of the company’s work ethic.

How do you operate? In other words, how is your firm organized? Do you have employees or do you hire subcontractors? If you do have employees, what are their job descriptions? Do you use a project supervisor or lead carpenter to oversee the project? Other firms will have additional positions. You should know what parts of your project will be handled by staff, and which will be contracted out to independent contractors.

Is your company a full service or specialty firm? If you are planning a small project, say replacing the bathroom plumbing, you may be better off hiring a specialty plumbing firm or a bathroom remodeler. However, if your project involves multiple changes, entire rooms or additions, you should consult a full service or design-build firm.

Do you have design services available? If you are considering a large or involved project, you will need design services. If the contractor does not have design-build capabilities, you should consider hiring an architect. Depending on the size and scope of the project, you may need an architect or structural engineer.

Does your company carry workers compensation and liability insurance? A sk for copies of the insurance certificates to verify coverage. In addition, some states require licensing and registration. If your state does have construction licensing laws, ask for your contractor’s registration and license, then confirm the license number and expiration date with your local jurisdiction.

Are any of your company’s employees certified? Trade certifications are good indicators of dedication, professionalism and knowledge of the industry. Remodelers are required to meet certain industry criteria to maintain their certifications. NARI offers six designations: Certified Remodeler (CR), Certified Remodeler Specialist (CRS), Certified Remodeler Associate (CRA), Certified Kitchen & Bath Remodeler (CKBR), Certified Lead Carpenter (CLC), and Certified Remodeling Carpenter (CRC). See guide for Who Are NARI Certified Professionals? for more information on these designations.

May I have a list of references for projects you have completed which are similar to mine? The contractor should be able to supply you with a minimum of three references, including names, telephone numbers and addresses. As a follow up to this question, ask how long ago the project was completed and if the contractor can arrange a visit to see the finished job. You should also ask for professional references from suppliers or subcontractors to verify sound business practices.

What percentage of your business is repeat or referral business? This will give you a good indication about the company’s customer satisfaction. According to research conducted by NARI, most remodeling businesses attribute over 50 percent of their annual volume to customer referrals; some even claim up to 90 percent or more of their total annual sales.

How many projects like mine have you completed in the past 12 months? This will help you determine the contractor’s familiarity with your type of project. You should confirm that a good portion of those completed projects were similar to the type of project you are proposing.

Will we need a permit for this project? Most cities and towns require permits for building projects. Failure to obtain the necessary permits or to arrange obligatory inspections can be illegal. In some cases, if a project violates a zoning law or some other regulations, it may even have to be demolished if there is no way to comply with the law. A qualified remodeling contractor will be conscious of the permit process, and ensure that all permits have been obtained before initiating any work.

May I have a list of your suppliers? You may want to add calling the contractor’s suppliers to your list of follow up actions. This will help protect you from mechanics liens for nonpayment by the contractor. Suppliers also can be a source to establish credit history for the company.

Of the many questions you can ask during an interview, the most important question is one you must ask yourself: “Do I feel comfortable with and trust the person I am about to hire?” Your answer to that question should make the hiring decision a little easier.

Choosing your remodeler is the most important decision in a remodeling project. Take your time and be thorough in your search. Here are just a few places to start looking for the best contractor for your job:

Word-of-Mouth Referrals

Nearly half of all projects signed by a contractor are the result of client referrals. An additional 22 percent of jobs are the result of word-of-mouth. These are your best sources for leads:

• Relatives
• Friends
• Neighbors
• Business Colleagues
• Lenders
• Architects/Designers
• Real Estate Agents
• Suppliers
• Subcontractors

Other sources include:

• The local NARI chapter in your area.
• The Find a Pro section of this Web site.
• Job site signs: Pay particular attention to homes with signs from their contracting company on their lawn. Is the site clean? Are tools and materials being handled in a responsible manner? Are there dust covers over the owner’s belongings to protect them?
• Local Media Attention: Look for articles about local remodelers. Also check out local home improvement columns in the newspaper and radio talk shows in your area-they can be a great source for finding a qualified, personable contractor.
• Direct Mail: SSome contractors will send direct mail to homeowners within a few blocks of a current job. Call and ask the homeowner if you could tour the project with the contractor.
• Seminars: Attend local seminars on home improvement topics. Some firms host free seminars on how to choose a remodeler and other interesting remodeling topics. Check your local newspaper community news section for information.
• Home Shows: This is a somewhat tricky place to interview contractors since they will be surrounded by other consumers. However, this is a great place to gather information about companies and to make an initial contact with the contractors.