Days (and Nights) Away? With just a few exceptions, a close reading of builder warranties usually turns up a clause that says consequential damages are excluded from coverage. Certainly that Monet original should be covered by the homeowners’ insurance, but what about the hotel bill for the six nights they need to be out of the house? In fairness, picking up the tab for this type of expenditure, including a per diem for meals and incidentals, seems reasonable. Establish an account at an appropriate hotel in case you need to move people out of their home.
No Reminder Left Behind. If you’re paying to replace carpet or other items with a dye-lot signature, remember that a noticeable difference between the before and after work will serve as a constant reminder to your homeowners of this unexpected turn of events. Is repainting the ceiling and the entire wall that big of a deal, compared with restoring good will? Granted, most warranties specify that the builder isn’t responsible for dye-lot differences or paint that doesn’t match perfectly. But if you were responsible for the damage, what do you want your homeowners to remember? Winning on a technicality can cost you in the long term.
Showmanship. Your point person needs to tour the work with the homeowners at each stage of the repair process. Their comfort level with the details is essential to their long-term peace of mind. Why find out when everything is finished that they had a question about wet insulation which no one answered and now they want a wall torn apart? At least in some cases, anxious homeowners can be overly meticulous about the tiniest details. Accommodate their requests when you can; what you might perceive as overkill ultimately will work in your favor.
Utilities. Don’t wait until someone mentions the additional heating, electrical, and other utility costs associated with this unanticipated repair work. Pre-empt the issue by talking to the local utility companies to get reasonable estimates, double the amounts they quote, and then cut a check and deliver it to your homeowners. The amount of money involved isn’t huge, so why let it spoil your otherwise terrific recovery?
What’s Behind Door No. 2? Some homeowners might use this situation to demand compensation for emotional trauma and inconvenience. Think “pre-empt” once again. Determine what’s reasonable as an apology gift, then translate that amount into something tangible—even if it’s a gift certificate to an area furniture store or art gallery. An end result that highlights your spectacular performance under dire circumstances will go further to re-establish good will than a check that is quickly spent and forgotten. The new hall mirror or gorgeous area rug reminds your homeowners of your attention to detail and commitment to excellence.
Now, isn’t that a better memory than water cascading down the stairs?—Carol Smith offers customer service assessment, consulting, and training programs for home builders. She can be reached at csmithhomeaddress@att.net.
