Customer Rights

You Ought To Know

The following is a special service announcement to be used as a reference tool for anyone responsible for making maintenance decisions.

It is no secret that in the asphalt maintenance and paving industry, as in any industry, there will always be some degree of corruption… particularly when there is an economic slowdown like the one we are currently experiencing. As a result, some contractors may resort to unscrupulous methods to insure that work is awarded to them.

Make no mistake, it is happening!

For example, in our industry, the paving industry:
• Quoting unnecessary work
• Quoting work that is not cost-effective
• Quoting or completing work below the acceptable standards set by the pavement industry
• Completing work below the agreed upon specifications
• Applying inferior materials
• Poor workmanship

For your convenience, the following You The Customer Ought To Know may be used as a tool which will allow you to clearly identify your needs and requirements to any contractor. The following list, taken seriously by both parties, improves your chances of choosing a reputable contractor who will perform a quality job the first time.
Remember, it is up to you to make sure that the contractor is actually complying to work specifications. Every contractor will claim they will/are, however, it is recommended that a company representative closely monitors and inspects all work in progress.

You Ought To Know
As a buyer of services, you should be prepared to make your wishes known loud and clear to all contractors who wish to be your supplier. In many instances, buyers need to be assured of the following basics in order to know the contractors are reputable:
• Listing in the phone book
• Insurance Certificate
• Proven personal references
• Job pictures and locations
• Lien releases upon completion of the job
• Warranty/Guarantee
• Testimonials

As a buyer, these are great but not enough. Most any firm today can produce these items. The mark of the good versus the best is found by asking more probing questions that yield the true core competencies of a firm to develop, deliver, and service the products and service they provide.

Consider These Components as Your "Rights."

• Technical training of all company personnel on application of product - look for evidence that workers are experienced - ask how employees are trained.
• Definition of quality for all products and services they offer.
• Knowledgeable sales personnel that provide clear options and benefits of different approaches to repairs.
• Communication process with client.
• Customer Service Process with client.
• Traffic control process.
• Proof of adherence to standards.
• Look for an established company that's been in business for awhile.
• Scrutinize the lowest bid very carefully. When it comes to materials and workmanship, you get what you pay for.
• Find out if the company has received national recognition and is active in the industry. You want a company that stays abreast of new techniques and developments.
• See if the company provides any value-added client services. Some companies co-sponsor educational conferences for property managers and offer a client course on maintenance. The idea being that the more educated that clients are, the better they can utilize the services.

Start asking the tough questions of contractors

It will allow you to see how competent they really are. To evaluate the fairness and value of a contractor's bid, you also need to compare applications. Yet, too many times, you make a decision based on low bid only to find that their scope of work or terminology is different.

The following tips and guidelines should also be considered when selecting firms to ensure accurate cost comparisons.

1. Do bids clearly identify the same type of product/service to be used?

2. What is estimated time frame to complete the work (e.g. will it take one firm longer and cause greater disturbance to your company)?

3. Type of equipment used on the job?

4. Application methods. Is the application the same?

5. Product Specification Sheets

6. Warranty

7. Did each bid follow your requirements in completion of their estimates?

8. Traffic control considerations

9. Insurance requirements

10. Technical ability of crews

11. Credit rating

12. Work procedure definition and scope

To ensure that you get what you pay for, it is recommended that all work is carefully inspected and monitored as it is being performed.