Contractor Standards Guide

Contractor
Standards Guide
Code of Ethics & Competency
Learn How to Choose the Right Contractor... THE FIRST TIME.
Table of Contents
14
PROFESSIONALISM
14
Multiple Product Options
15
Detailed Bid Specs and Price Integrity
Introduction
16
No Tricks, No Pressure Sales Agreement
04
STABILITY
17
Worker Conduct Agreement & Pre-Start Inspection Form
04
Company Tangibles
18
Background Checks & Drug Testing
05
Bank Letter & Supplier Letter
19
On-Time Finish Guarantee
06
Business License & Insurance
20
WORKMANSHIP
07
Debt Status of Company
20
Certified Installers
08
REPUTATION
21
Money-Back Guarantee
08
BBB Letter
22
Lifetime and Worry-Free Guarantees
09
Memberships
23
Project Photos for Ideas & Inspiration
10
Customer References and Online Reviews
26
Frequently Asked Questions
12
Accolades and Awards
27
Conclusion
13
Direct Access to the Company Owner
03
Back
Contractor Standards Checklist
“I was shocked
and embarrassed when
I found out that contractors
were America’s #1 most
complained about industry.”
—Brian Elias
President of HANSONS
So, You’re Thinking About Replacing
Your Windows, Roof, Or Siding?
Congratulations! When done properly, replacing your windows, roof, or siding can make your home more enjoyable and prove to be a valuable
investment. Unfortunately, we’ve all heard horror stories about home remodeling projects gone bad. Problems with longer-than-expected
installation, final bills that come in higher than the quote, and shoddy workmanship, sadly, are commonplace. I was shocked and embarrassed to
find out that, according to Better Business Bureau statistics, home improvement contractors are in the top 1% most complained about industries—
right up there with auto repair and airlines.
We’ve always done a good job and treated our customers right—and we’ve been able to build a reputable business because of it. However, over
the years I’ve noticed that some consumers will choose less-than-reputable companies to do jobs for them... usually because they are quoted less
money. Don’t get me wrong: I’m all for good, honest competition, but it pains me to see good folks risk their hard-earned money with contractors
who don’t have their best interests at heart. You deserve a great value for your money—which includes an honest contractor who uses high quality
products and stands behind their work in both word and deed.
Industry Standards Weren’t Tough Enough
I wanted to find a way to educate consumers about how to choose a good, honest home improvement contractor. The industry standards simply
aren’t tough enough—just about anybody with a hammer and a pickup truck can be a contractor. That’s why I’ve pioneered a set of standards
called the Code of Ethics & Competency for Remodeling Contractors. The Code calls for contractors to uphold a high set of standards that will
allow you to judge BEFORE-hand whether or not a contractor is likely to do the job right. This guide specifies those standards.
Before you hire any company to work in or around your home, make sure you consult this guide and INSIST that the company comply with EVERY
SINGLE STANDARD in this book. If you do, chances are excellent you’ll get exactly what you want out of your project.
Sincerely,
Brian Elias, President of 1-800-HANSONS
1-800-426-7667
Questions? Need More Information? | 1-800-HANSONS | Hansons.com
3
Stability
You need to make sure that any contractor you do business with has proven themselves in the past, and will be there if you need them in the
future. Don’t just ASK the contractor if they are stable; look for tangible proof of longevity and financial stability by asking for the items listed on
the next few pages.
What To Look For: Photos of Showroom and Staff
Why It’s Important: Believe it or not, many contractors use a pickup truck for an office and showroom. Make sure that any contractor you’re
dealing with is substantial enough to have a real office with all the normal business functions—accounting, production, sales, etc. If a contractor
does not have an office, that should tell you something. Don’t fall for the “we just use our trucks as offices” line.
Hansons Standard: Since we are the largest remodeling contractor in Michigan and Ohio (installing over 10,000 jobs a year), we have the office
and infrastructure to support that volume of business. Our corporate office in Metro Detroit houses about 200 employees who handle everything
from sales to procurement to finance to marketing and more… and 7 satellite offices throughout the state support our customers on a local level.
4
Contractor Standards Guide | Compliments of HANSONS
What To Look For: Bank Letter
Why It’s Important: Good standing with a bank is crucial for any business, but gaining the confidence and security of its financial managers allows
a company not only to sustain itself and endure even in rough economic times but to innovate and grow to meet and service customer demands.
Hansons Standard: We’ve been with the same bank, Fifth Third Bank, since 1995, and have been in good standing with them the entire time.
What To Look For: Supplier Letter
Why It’s Important: This is written confirmation of the company’s dealings with a supplier of a product they install stating that they are in good
standing as a vendor and pay their bills promptly. These letters are easy for your contractor to obtain from suppliers—if a contractor says they are
difficult to obtain, then there might be something that they’re trying to hide.
Hansons Standard: We pay our bill and make our payments to our suppliers. In fact, one way we lower our prices to our customers is by taking
advantage of early payment discounts for prompt/early payments.
Questions? Need More Information? | 1-800-HANSONS | Hansons.com
5
What To Look For: Business License
Why It’s Important: Make sure they have been operating under the same
name for a minimum of 5 years. Many contractors open and close their doors
multiple times to avoid past customer complaints. (Naturally, some businesses
will be legitimately new—if so, get a 10-year work history of the owner and ASK
questions!)
Hansons Standard:
We’ve been licensed under the same name since 1988—that’s 25 years!
And you can count on us to be there for the next 25 years… and the 25 years
after that!
What To Look For: Insurance
Why It’s Important: You need to know if your contractor carries
general liability insurance for both commercial and residential
projects. A sizable contractor will carry no less than $500,000… and
usually around $1,000,000 of coverage. If your contractor’s insurance
policy can’t cover potential damages, then the contractor would be
personally liable. If he cannot cover the damages himself, you will have
no legal recourse and will end up paying for any possible damages
or injuries yourself. Many contractors are not financially stable…and
don’t carry proper insurance coverage to protect you against losses.
Additionally, contractors who fail to provide workers compensation
benefits risk severe governmental penalties and potentially companyending lawsuits should an employee become injured.
Hansons Standard: Hansons carries $1,000,000 of general liability
coverage and here’s the certificate to prove it! Do NOT deal with a
contractor without sizable coverage, or you may foot the bill for the
mistake.
6
Contractor Standards Guide | Compliments of 1-800-HANSONS
What To Look For: Debt Status Of Company
Why It’s Important: Companies that are in debt have to make extra money each month to pay their debt on top of what they need to run the
company. You should avoid companies that have debt loads that are in excess of 10% of company revenues, and if possible, work with companies
that have no debt at all. Lack of debt shows that the company knows how to run a profitable business and dramatically lowers the risk of a problem.
Request a statement of debt-to-revenue ratio that is signed by the company’s Certified Public Accountant.
Hansons Standard: Hansons only has nominal, current payables to vendors and is virtually free from any kind of long-term debt including loans,
credit cards, private equity, etc.
HANSONS is a
100% debt-free
company.
Questions? Need More Information? | 1-800-HANSONS | Hansons.com
7
Reputation
You can tell a great deal about a contractor based on what others are saying about them—particularly their customers. The old advice of “ask for
3 references” is just too easy to fake. You’ll need to get a little tougher with your contractor to protect yourself. Insist that any contractor you’re
considering can produce the things listed on the next few pages to PROVE that their reputation is rock solid.
What To Look For:
BBB Letter
Why It’s Important: You need to go further
than just checking a contractor’s standing
with the Better Business Bureau. Remember,
many contractors shut down and open under
new names year after year—so check to see
August 7, 2012
how long they’ve been a member.
Ms. Eaman Gaggos
Hansons Window & Siding
977 E 14 Mile Rd
Troy MI 48083-4519
Hansons Standard: We’ve been a member
of the local BBB for over 25 years and are
proud to have no complaints and the highest
RE: BBB Accreditation Status
possible rating: A+.
Dear Ms. Gaggos:
This is to confirm that Hansons Window & Siding, with its headquarters at 977 East
14 Mile Road, Troy Michigan, has been a BBB Accredited Business, in good
standing, since March 1989.
Hansons Window & Siding has an A+ rating with the Better Business Bureau
Serving Eastern Michigan. The BBB Business Review for Hansons Window & Siding
is a national review, repUHVHQWLQJWKH%%%¶VH[SHULHQFHIRUDOO+DQVRQV¶ locations,
consolidating all consumer experience reported to BBB by the customers of
Hansons Window & Siding.
Regards;
BBB Serving Eastern Michigan
Michelle Michels
VP of Operations
Phone: 248-799-0306
Email: [email protected]
&HQWUDO3DUN%OYG6XLWH‡6RXWKILHOG0,-‡3KRQH-223-‡)D[8-356-5135
8
Contractor Standards Guide | Compliments of HANSONS
What To Look For: Memberships
Why It’s Important: Any reputable company will be a member of at least their local Chamber Of Commerce—and often multiple Chambers.
Companies that aren’t members of their local BBB are almost surely trying to hide past unresolved complaints. Insist that any contractor you
consider hiring can show you current certificates of membership for all of these organizations.
Hansons Standard: Hansons is a member of every local and national association that matters, including Energy Star, National Association of
Remodeling, Construction Association of Michigan, Michigan Home Remodeling, American Architectural Manufacturers, National Association of
Home Builders, National Fenestration Rating Council, and the Bob Villa Window Forums.
1201 15th Street NW
Washington, DC 20005
T 800 368 5242
F 202 266 8438
www.nahb.org
October 11, 2012
To Whom It May Concern:
This letter confirms that Hanson’s Window and Siding in Troy, MI, by virtue of
membership in the Home Builders Association, is a Member in good standing of the
National Association of Home Builders and is entitled to all rights and privileges
afforded thereto.
Respectfully,
William R. Deiss, II
Executive Director
Membership Marketing & Associate
Questions? Need More Information? | 1-800-HANSONS | Hansons.com
9
What To Look For: Customer References and Online Reviews
Why It’s Important: All reputable contractors can provide a list of references that includes information about their past customers. A five year
list of clients should contain at least 250 to 500 job references. In addition, you should be able to find online reviews for a reputable contractor.
A company with very few (or no) reviews should be a huge red flag.
Hansons Standard: Hansons has completed over 150,000 (one-hundred fifty THOUSAND!) projects in our history, a record for the state of Michigan!
Think about it—if we’ve completed THAT many jobs, and maintain an A+ rating with the BBB, we must be doing something right!
Strongly Agree
01 Salesperson Knowledge - David Willmeng was knowledgeable
and thorough in the meeting/estimate presentation.
02 Professional & Organized - 1-800-Hansons is organized and
professional.
03 Schedule - 1-800-Hansons adhered to our agreed upon schedule.
04 Construction Quality - I am satisfied with the quality of materials
and workmanship.
05 Communication - The 1-800-Hansons staff communicates with
me effectively.
06 Problem Resolution - The 1-800-Hansons staff addresses and
resolves problems effectively.
07 Clean & Safe - The job site is kept clean and safe.
08 Work Done Right - My work was done right the first time.
09 Likely To Recommend - I am likely to recommend 1-800-Hansons
to a friend.
10 Improvement Suggestion - 1-800-Hansons is always seeking ways to improve, do you have one suggestion for
something we can change?
I thought that everyone was polite, courteous, and respectful.
11 Area Of Satisfaction - In what area(s) were you most satisfied with your experience with 1-800-Hansons and
why?
I was satisfied with the customer service. The couple of times that I called, they provided me with
extension numbers and I didn't have to wait for contact with an automated voice service.
12 Remodeling Concerns - What concerns, if any, did you have about remodeling prior to starting this project, and
how did 1-800-Hansons address these concerns?
I am a return customer, so I didn't have any concerns.
13 Current Referrals - Do you know anyone who would be interested in receiving information about the services and
products offered by 1-800-Hansons?
14 Other Contractors Considered - What other contractors did you consider for this project and what was the major
difference that made you choose 1-800-Hansons?
I am a return customer with a previous positive experience, so I didn't consider other contractors.
10
Contractor Standards Guide | Compliments of 1-800-HANSONS
Strongly Agree
01 Salesperson Knowledge - Martin Marlett was knowledgeable and
thorough in the meeting/estimate presentation.
02 Professional & Organized - 1-800-Hansons is organized and
professional.
03 Schedule - 1-800-Hansons adhered to our agreed upon schedule.
4
4
04 Construction Quality - I am satisfied with the quality of materials
and workmanship.
4
05 Communication - The 1-800-Hansons staff communicates with
me effectively.
4
06 Problem Resolution - The 1-800-Hansons staff addresses and
resolves problems effectively.
4
07 Clean & Safe - The job site is kept clean and safe.
08 Work Done Right - My work was done right the first time.
09 Likely To Recommend - I am likely to recommend 1-800-Hansons
to a friend.
4
4
4
10 Improvement Suggestion - 1-800-Hansons is always seeking ways to improve, do you have one suggestion for
something we can change?
11 Area Of Satisfaction - In what area(s) were you most satisfied with your experience with 1-800-Hansons and
why?
Every single aspect from beginning to end was good.
12 Remodeling Concerns - What concerns, if any, did you have about remodeling prior to starting this project, and
how did 1-800-Hansons address these concerns?
I was concerned about being able to pay for it. They made it very easy and worked out a plan.
13 Current Referrals - Do you know anyone who would be interested in receiving information about the services and
products offered by 1-800-Hansons?
14 Other Contractors Considered - What other contractors did you consider for this project and what was the major
difference that made you choose 1-800-Hansons?
I considered a local handyman, but 1-800-Hansons had a canvasser approach me at my door which is
why I went with them.
15 Next Project - As you may already know, 1-800-Hansons specializes in windows, roofing, siding, doors, insulation
and gutter guards. Which one of these will be your next project and what is your timeframe?
I want to get more windows after these are paid for.
Questions? Need More Information? | 1-800-HANSONS | Hansons.com
11
What To Look For: Accolades and Awards
Why It’s Important: If a contractor has been in business for any length of time—and doing a good job—they will most likely have been written
about in a magazine or newspaper, received an award of some kind, or received special recognition from an association or trade organization. Any
company that can’t produce at least SOME of these kinds of accolades might not be worthy of accolades!
Hansons Standard: Hansons has won more awards and had more articles written about us than any other contractor in Michigan! But our
accolades are not just limited to the local market. In 2011, we received the highest national honor available in the entire COUNTRY when we
were named “Contractor of the Year” by Replacement Contractor Magazine (the industry’s most respected trade publication). Out of over 80,000
contractors in the country, Hansons was named NUMBER ONE.
12
Contractor Standards Guide | Compliments of 1-800-HANSONS
1-800-Hansons Wins 2011
Replacement Contractor of the
Y ar Award from Replacement
Ye
Contractor Magazine
Hansons Windows President Honored with Fred Case
Remodeling Entrepreneur of the Year Award
May 24th, 2012 | Category: Industry News
Brian Elias, owner and president of Hansons Windows, is the sixth winner of the national
Fred Case Remodeling Entrepreneur of the Year Award. Established by the founder, cochairman and CEO of Case Design/Remodeling, the award is given to individuals who
demonstrate “business expertise, financial strength, industry and community involvement
and entrepreneurial spirit.”
“It is an honor to be recognized by the design and remodeling industry,” says Elias.
Case founder, CEO and co-chairman, Fred Case, said that Elias “demonstrates that with
forward-thinking ideas and strong execution of those ideas, not only can you survive, but
you can even excel in today’s marketplace. The entrepreneurial spirit he has shown sets a
higher bar not only for his business but for the remodeling industry as a whole.”
Case added, “We are proud to recognize such a deserving individual for all of his
accomplishments over the past year. Brian Elias truly exemplifies what the Fred Case
Award is all about.”
Annual award goes to 1-800-Hansons fo
f r
growth, longevity,
y ethics and customer
satisfaction
1-800-HANSONS has won the 2011
Replacement Contractor of the Ye
Y ar Award
from Replacement Contractor Magazine, a
publication serving the roofing, siding and
window
replacement
contracting
industry
throughout the United
States. 1-800-Hansons is
the
first
Michigan
contractor to win this
national award.
Award
criteria
include
sales
growth,
profitability,
y
longevity,
y
innovative
marketing, ethics and customer satisfaction,
and refe
f rrals and repeat business.
“We are both honored and humbled by
this prestigious award that recognizes the
best in the industry,
y ” says Brian Elias of 1800-Hansons.“We work very hard to provide
our customers with the best products and
service before and after the sale. In this
industry,
y it’s all about trust, and we work very
hard at earning and keeping the trust of our
clients. Because of this, we receive many
refe
f rrals and repeat business.”
1-800-HANSONS has posted consistent
sales gains throughout the last decade,
increasing company sales despite a very bad
economy. What the company has learned in
this economy is that when it comes to
running a complex and multiple location
business in a market that’s
both economically stagnant
and highly competitive, you
cannot aff
fford to make any
mistakes and that customer
satisfaction is job one.
In 1988, Elias began the
company in Troy as a oneman operation selling the
leads he actually canvassed.
Today,
y 1-800-HANSONS is one of the
industry’s biggest companies. In recent
years, HANSONS’ original location in Troy
generated a majority of the company’s $49
million in 2010 sales. The company
continues to grow, with more revenue
coming from branch locations each year.
Replacement Contractor Magazine
includes HANSONS in the top 10 of its list
of top 100 replacement contractors.
COM PANY NAME
LOCAT ION
NO.
2010
OF
R EVENUE JOB S
1
Window World
N. Wilkesboro, N.C.
$371,728,092
127,871
$2,900
$444,269,237
2
Champion Windows Manufacturing
Cincinnati
316,970,124
47,120
6,727
342,000,000
3
U.S. Home Systems
Lewisville, Texas
145,873,000
17,212
7,500
NA
4
Power Home Remodeling Group
Chester, Pa.
124,000,000
12,500
10,000
200,000,000
w · dr · s · r · i
5
LeafGuard by Beldon
San Antonio
$90,743,964
18,504
$4,904
$96,393,000
w · dr · s · r · b · g
6
Castle “The Window People”
Mount Laurel, N.J.
55,354,362
9,606
5,762
55,500,000
w · dr
7
THV True Home Value
Louisville, Ky.
50,522,970
10,375
5,780
38,855,500
w · dr · s · r · dk · sr · b · k · g
8
Thompson Creek Window Co.
Lanham, Md.
47,885,820
7,394
9,500
62,000,000
w · dr · s · g
9
1-800-Hansons
Troy, Mich.
46,159,920
9,050
5,966
47,000,000
w · dr · s · r · g · i
10
Amazing Siding & Windows
Tomball, Texas
35,125,494
2,007
17,501
40,000,000
w · dr · s
11
Window World of Baton Rouge
Baton Rouge, La.
34,132,147
9,932
3,556
42,000,000
w · dr · s
AVG.
2011
JOB SIZE REVENUE P
P R ODUCTS
CAR R I ED
w · dr · s
w · dr · s · sr
b · k · os
What To Look For: Direct Access To The Company Owner
Why It’s Important: In the event of a problem, you want to know
that you can go all the way to the top to have your problem
addressed, if necessary. Make sure the company you deal with
makes the final decision maker available via cell phone at any time
of the day. “Feedback” mechanisms such as online forms or voice
mails are not acceptable; look for a company that makes getting in
touch with the owner direct and easy.
Hansons Standard: Brian Elias started 1-800-HANSONS in 1988
and still owns 100% of the company. Even though the company
now installs over 100 projects a day, Brian can still be reached at any
time by any customer by calling his personal cell phone number
listed on this card.
Questions? Need More Information? | 1-800-HANSONS | Hansons.com
13
Professionalism
A good contractor doesn’t just do good work. They also understand that when dealing with customers, it’s oftentimes the little things that
make a big difference. You should find a contractor that shows you respect by the way they treat you, the way they look, the way they treat your
property, and how they pay attention to details. Check any contractor you’re considering against these standards of professionalism found on the
next few pages.
What To Look For: Multiple Product Options
Why It’s Important: Many companies take a “one size fits all” approach to the products they sell, which severely limits consumer choice. This is
typically done because they find it too hard to manage inventory, they find it too hard to train salespeople to know/explain the differences, and
they find it too hard to find installers who can handle different products. Any reputable remodeling contractor will give you multiple options within
a given product category to account for consumers’ differing needs in terms of product quality, durability, price points, and product features. A
“one product, take it or leave it” approach should be a red flag.
Hansons Standard: Hansons always gives you FOUR different options to choose from to fit your budget and quality needs. All of our products are
clearly shown on a pre-printed price list so you can see EXACTLY what our products include and EXACTLY what the prices are… no funny business,
no guessing, no problems.
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Contractor Standards Guide | Compliments of HANSONS
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What To Look For: Detailed Bid Specifications and Price Integrity
Why It’s Important: Most contractors provide no written bid or a basic receipt or invoice. The minimum you should accept is a bid which details
the type and amount of materials to be used. Even better than that is a detailed bid which lists measurements, estimates the time to be spent on
the job, and details the type and amount of materials to be used. Always make sure the bid has the contractor’s signature on it. In competitive
bidding situations, make sure that bids are “apples to apples,” especially in the case where one bid is significantly less than others—not a good sign.
Hansons Standard: Hansons uses a pre-printed price sheet that not only eliminates pricing mysteries and games, it also allows you to see the
exact scope of work to be done so there is never any question and there is never any dispute.
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Questions? Need More Information? | 1-800-HANSONS | Hansons.com
15
What To Look For: No Tricks, No Pressure Sales Agreement
Why It’s Important: Many unethical contractors will resort to high-pressure sales tactics to get you to buy before you’ve had an opportunity to do
proper due diligence on them. If you know nothing about the contractor prior to the sales call (from literature, references, online information), and
they give you a low-ball price “but only if you buy right this minute,” you should be wary. Any time you feel uncomfortable or unduly pressured in a
sales environment, you should ask the contractor to “back off.” Reputable companies will have a no-tricks, no-pressure sales pledge signed by the
owner, sales manager, and each sales associate.
Hansons Standard: All Hansons Sales Associates sign a “Zero Sales Pressure Agreement” that is also signed by our sales manager to pledge that
they will handle sales situations in a respectful way. Ask your Sales Associate to see a copy of his signed agreement when he comes into your home.
SALES ASSOCIATE “CUSTOMER RESPECT, NO TRICKS, NO PRESSURE” AGREEMENT
As a Sales Representative for Hansons, you must agree to abide by the principles and precepts of our Code of
Ethics and Competency. Any violation of these principles will be grounds for written warning; multiple
violations will be grounds for termination.
I ________________________________ agree to abide by these guidelines when working with prospective
customers/current customers for Hansons.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
16
I will not smoke inside the customer’s home.
I will not use foul language on the jobsite.
I will respect the customer’s time by being punctual.
In the event I cannot be on time, I will call to alert the customer and reschedule if necessary.
I will keep my clothing neat and clean.
I will respect the customer’s telephones, bathrooms, parking spaces, etc.
I will earnestly strive to find the best solution for each customer’s needs.
I will not utilize high-pressure techniques to force customers to comply with my requests.
I will not sell products or services to customers when they are financially not able to manage the investment.
I will give all of my customers a fair price and a fair opportunity to consider their options.
I will educate my customers on all sides of the purchase decision being made.
I will give my customers the opportunity to express any concerns they have and work to resolve them.
In the event that the customer is not ready to move forward, I will respect their decision.
_________________________________
(Sales Representative Signature)
_________________________________
(Date)
_________________________________
(Sales Manager Signature)
_________________________________
(Date)
_________________________________
(Company Owner Signature)
_________________________________
(Date)
Contractor Standards Guide | Compliments of 1-800-HANSONS
What To Look For: Worker Conduct Agreement
Why It’s Important: This compliance agreement, signed by all employees, is a 17-point contract prohibiting the use of alcohol, drugs, foul
language, misconduct, or other bad behavior on a jobsite. It also gives appearance standards. Keep in mind that not everything is perfect, but this
agreement will greatly reduce the likelihood of problems.
Hansons Standard: All Hansons Sales Associates sign a “Worker Conduct Agreement” that is also signed by our sales manager to pledge that they
will conduct themselves in a respectful and courteous manner. Ask your Sales Associate to see a copy of his signed agreement when he comes
into your home.
What To Look For: Pre-Start Inspection Form
Why It’s Important: Your home needs to be respected! There should be an inspection of the condition of your home and yard before any work
is started and a review of the state of everything after the work is completed. A total home cleanup should take place to ensure that all debris,
including nails and screws are disposed of properly. Make sure your contractor has a pre-determined daily jobsite cleanup routine including a
more thorough process upon completion of the job.
Hansons Standard: All Hansons installers follow this multi-step inspection. Show this roster to other contractors. See if they don’t balk.
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Questions? Need More Information? | 1-800-HANSONS | Hansons.com
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17
What To Look For: Background Checks & Drug Testing
Why It’s Important: Feeling comfortable with the people that are working on your home is important. Besides appearance and conduct standards,
you should insist that employees of the company that you are doing business with has a formal drug and alcohol policy, including a background
check procedure. Any company that cannot supply these easy-to-obtain documents is either too careless to check or trying to conceal facts that
would make them look bad.
Hansons Standard: Every Hanson employee is subject to a background check and drug testing upon hiring, and is subject to random drug testing
after that.
Drug and Alcohol Policy
Statement of Commitment
The Management, Contractors and Employees of Hansons Window and Siding, hereafter referred to as
the “Company”, state their common agreement that:
1. A healthy and motivated workforce is our greatest asset;
2. Employees have a basic right to a safe and healthy working environment;
3. Alcohol and drug abuse is a serious problem, which affects both health and safety. Chemical
dependency is a serious and complex, but treatable condition/disease that negatively affects the personal
and family lives of employees, their productivity and the stability of their workplaces;
4. Both the Management and the Employees are committed to addressing the problems of substance
abuse in order to ensure the safety of the working environment, employees, and the public, and to
provide employees with access to necessary treatment and rehabilitation assistance.
Statement of Policy
In order to assure a safe and efficient work environment, through maintaining a drug and alcohol free
workplace, the following policy has been adopted to supplement existing personnel policies, practices and
procedures:
Impairment:
No employee will report to work or will work impaired by any substance, drug or alcohol, lawful or
unlawful, except with management's approval; such approval will be limited to lawful medications and
based strictly on the employee's ability to perform his/her regular or other assigned duties safely and
efficiently.
Each employee must report the use of medically authorized drugs or other substances that can impair job
performance to his/her immediate supervisor and provide proper written medical approval from a
physician to work while using such authorized drugs. It is the employee's responsibility to determine from
the physician whether or not the prescribed drug would impair his or her job performance. Any failure to
report the use of such drugs or other substances, or failure to provide proper evidence of medical
authorization, can result in disciplinary action.
Possession or use:
Use or possession of illegal drugs on the company worksite is strictly prohibited. The Human Resources
Department will give documented evidence of illegal drug involvement to law enforcement agencies.
"Worksite" means any office, building or property owned or operated by the employer, or at any other site
at which an employee is to perform work for the employer.
The use of alcohol is prohibited on the company worksite. If alcohol is served at official events in the
community, employees are prohibited from its consumption that results in impairment. Employee taking
physician-prescribed or over the counter medications must notify their Supervisor, if there is a likelihood
that such medication could affect job performance or safety.
Sale:
An employee who is found to be a seller or involved in the sale, solicitation, or dealing in illegal drugs will
be discharged from the employment of the company and the case will be turned over to local law
enforcement agencies.
Violation of Policy
Any employee found in violation of this policy will be subject to formal disciplinary action, up to and
including dismissal. Any employee's drug related workplace incident must be reported immediately (within
24 hours) to the Human Resource Department or their Supervisor. As a result of disciplinary action arising
from a violation of this policy, or from any performance deficiency that is found to be caused by alcohol/
drug dependency, the employee will be offered the opportunity to enroll themselves (at their own
expense) into an appropriate program. Enrollment and participation in the program is voluntary, and job
security and promotional opportunities will not be affected by the employee's decision. Confidentiality of
personal information (i.e. nature of the problem, nature of treatment) will be observed in all cases.
However, when the employee accepts the offer of treatment in lieu of serious discipline, the offer of
treatment and the employee's decision will be documented. In addition, it is the employee's responsibility
in this situation to arrange periodic reports from the treatment center to the supervisor regarding the
employee's continuing compliance with treatment centers recommendations.
Employee Awareness
All employees will read the company Drug Policy Statement and sign a consent statement indicating their
agreement to comply with the policy.
Implementation of Policy
The Human Resources Department carries the primary responsibility for implementing this policy.
Provisions of this policy apply equally to all employees at every level within the organization.
Employees carry the primary responsibility for productive work performance, and for addressing personal
problems that interfere with performance.
Treatment Programs
The Company recognizes its commitment and responsibility to employees therefore any employee who
would like the opportunity to deal with drug and alcohol related problems would be given any time needed
to complete treatment. The Human Resources Department will monitor follow-up care, as part of a
comprehensive alcohol and drug treatment program.
An employee's refusal to accept recommendations for diagnosis and treatment, while in itself is not a
cause for disciplinary action, will be handled by dealing with the performance problem according to
normal disciplinary procedures. Depending upon the nature of the conduct which led to the employee's
mandated participation in an alcohol and drug treatment program, the employee may be required to
submit to random blood and/or urine screening for alcohol and/or drugs for a specified period of time to
meet various performance standards which are imposed as a condition of continuing employment.
Testing
Hansons Window and Siding will test employees for drug use under the conditions listed below. Any
employee who refuses to submit to testing for drugs under these conditions will be subject to immediate
suspension or immediate discharge. A complete testing policy also includes procedures for carrying out
the drug testing procedures. Consult a drug testing collection site or laboratory for details.
Pre-Employment Screening
All new hires will be required to submit to a drug screening before reporting to work. The testing facility
designated by management, will administer the drug testing. On a positive test result, the results will be
sent to us by the lab stating “not employable”. . New hires will be permitted to begin working before the
test results are available under the assumption that they will come back employable.
18
Contractor Standards Guide | Compliments of 1-800-HANSONS
800-HANSONS EXCLUSIVE
ON-TIME FINISH GUARANTEE
Which promises we'll keep the finish date, no excuses.
Customer Signature
1-800-HANSONS Representative Signature
* See Hansons.com for details
REV. 10/10
What To Look For: On-Time Finish Guarantee
Why It’s Important: Everyone has heard the horror story of remodeling jobs that dragged on for weeks (or even months!) past the originally
promised finish date. This is generally when a contractor a) is overbooked and is pushing your job to low priority, b) is financially unable to
purchase materials for your job and is waiting for payments from other customers to pay for yours, or c) is simply disorganized and/or lazy.
Regardless, you lose. A reputable contractor won’t just promise a finish date, they’ll guarantee it in writing. Ask for this document before you start
to prevent heartache and headache during the job.
Hansons Standard: Hansons finishes its jobs on-time! With very few exceptions, we keep our word when it comes to a completion date.
It’s typically weather related issues that slow us down, but we will keep you informed every step of the way.
Questions? Need More Information? | 1-800-HANSONS | Hansons.com
19
Workmanship
Ultimately, any contractor has to be competent to do the job right the first time. Competence comes as a result of training, experience, and
good old-fashioned hard work. As you evaluate a contractor, look for signs that they can do the job right the first time.
What To Look For: Certified Installers
Why It’s Important: The best product in the world won’t do its job if it is improperly installed. One of the biggest challenges remodeling companies
face is finding qualified installers; that’s why you should always insist on doing business with companies that have certification programs for
their installers. These programs may be administered either through their suppliers, or in-house. Companies that don’t take the time to train and
certify their installers are likely hiring the least-employable and least experienced workers in the marketplace, which could have obvious negative
consequences.
Hansons Standard: Hansons actually turns down more installer applicants than it accepts—most installers cannot meet our standards or pass our
tests. When they are hired, they must pass through our rigorous “HANSONS UNIVERSITY” to learn our methods and pass tests showing they have
the proper knowledge.
20
Contractor Standards Guide | Compliments of HANSONS
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If you find a comparable product for less money, we’ll refund you the difference, up to one year!
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</@ What To Look For: Money Back Guarantee
Why It’s Important: Nobody wants to make a significant investment in their home, only to find out that a competitor offered the same thing for
less money a few weeks or months later. Make sure that any contractor you hire protects your investment by offering you an “apples to apples”
price difference guarantee. They should offer to refund the difference for at least 6 months after your purchase.
Hansons Standard: We will refund the difference on an “apples to apples” basis for up to 12 months after the date of your install. With Hansons
you are always protected from high prices.
Questions? Need More Information? | 1-800-HANSONS | Hansons.com
21
What To Look For: Lifetime and Worry-Free Guarantees
Why It’s Important: Less than 1% of contractors nationwide offer the ultimate level of protection against problems a homeowner might
experience with their home improvement job: The “Lifetime Plus” and “Worry-Free Guarantee.” These guarantees work in tandem to ensure that
you only ever pay for your project ONCE; if anything EVER goes wrong, the contractor should make it right. This includes a lifetime guarantee on
the product, a lifetime guarantee on labor and installation, and even a lifetime guarantee on glass breakage for windows. And if, for any reason,
the product completely fails, the contractor should offer you your money back. It’s like a lifetime “lemon law” for home improvement. It allows you,
the homeowner, to be confident before, during, and long after you do business with the contractor.
Hansons Standard: We pioneered this ultimate level of protection over 25 years ago and are proud to continue to be one of the very few
contractors in the country to offer it.
800-HANSONS EXCLUSIVE
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Which promises we will make it right or give you your money back.
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22
Contractor Standards Guide | Compliments of 1-800-HANSONS
What To Look For: Project Photos for Ideas & Inspiration
Why It’s Important: A contractor who serves his customers well should be proud to present pictures of the work they’ve done. Ask to see samples
of jobs they’ve done—for inspiration for your own project and to gauge the quality of the work they’ve done in the past. If no photos can be
produced, that should be a major warning sign.
Hansons Standard: Here are a few photos of the TENS OF THOUSANDS of jobs we’ve done over the last 25 years.
Questions? Need More Information? | 1-800-HANSONS | Hansons.com
23
24
Contractor Standards Guide | Compliments of 1-800-HANSONS
Questions? Need More Information? | 1-800-HANSONS | Hansons.com
25
Frequently
Asked
Questions
Q: Are you saying that you are the only company in the
Q: Are there any other things I should look for or watch
area that can uphold these standards?
out for that aren’t listed in the pages of this guide?
A: Most companies cannot uphold them, but there are
A: Look for some of these telltale signs of contractors who
several good, honest contractors to be found. Just be sure
shouldn’t be trusted:
to take the time and use this guide to make sure before
t
you hire anyone.
Main phone numbers that ring to cell phones or are
never answered by receptionists
Q: Can a contractor just “fake” these standards?
t
Trucks without signage on them
t
No business cards or cheap business cards
to just move on to their next unsuspecting victim.
t
No company logo on work clothes/uniform
Q: What if a contractor says they can do all these things,
t
Few references available
t
Unresolved BBB complaints or no report at all
t
Prices that are unusually low compared to other bids
t
No website or very poor website
t
Unwillingness to give any information
A: Not likely. Most shady contractors that don’t put any
effort into making their businesses good, also won’t put
effort into faking these standards. It’s a lot easier for them
but can’t show the proof?
A: Don’t settle for lip service. Demand to see the documentation for every single standard on the checklist at the end
of this guide.
An Ounce Of Prevention...
It’s been said that an ounce of prevention is worth a pound
of cure. When the stakes are high—your home and your
wallet—that saying is even more true. We hope that by
reading this guide you feel more prepared to evaluate home
improvement contractors and make the best decision for
your family.
26
Contractor Standards Guide | Compliments of 1-800-HANSONS
In Conclusion
When you’re hiring someone to do any type of work on
Remember that when HANSONS visits your home, we are
your home, remember it’s your money and your home. Be
not going to use high-pressure sales tactics. It is simply
sure you get everything in writing, ask all the questions on
a chance for you to meet us and see if our services can
your mind and clearly understand the answers you receive.
benefit you. If, after our meeting, you believe there is no
Besides what we’ve mentioned here, there are several
other ways to gather information on a company before
giving anyone a dime. Check with consumer-to-consumer
reporting groups like the Better Business Bureau, at
www.BBB.org, Google Reviews, or other online review
web sites.
benefit to be derived from working with us, we simply
leave and that is that. If, however, you do find that you
would like our help, we will discuss how we proceed from
there.
I can’t think of a better way to work. Can you?
If you think our approach is fair and honest, please
If all this makes sense, and you are curious about our
approach to home improvement, please give us a call.
We’ll be happy to answer all of your questions for free.
As part of our commitment to our previous and potential
consider HANSONS for your construction needs.
Best of luck with your remodeling plans!
Sincerely,
new customers, at your request, we will set up a time
to come to your home to answer your questions and
concerns. At this time we can also determine if we can
meet your home improvement needs. We provide this as a
BRIAN ELIAS
FREE, NO OBLIGATION service for you and your family.
President of 1-800-HANSONS
Hopefully we can show you, as we have thousands of
18004267667
others, how to make your home absolutely gorgeous—
something to be really proud of!
Questions? Need More Information? | 1-800-HANSONS | Hansons.com
27
Contractor
Checklist
For your convenience, we’ve included a checklist of all the
questions you’ll want to ask before hiring any contractor.
What To Look For
Company Tangibles
Bank Letter & Supplier Letter
Business License
Insurance
Debt Status of Company
BBB Letter
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Customer References and Online Reviews
Accolades and Awards
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Multiple Product Options
Detailed Bid Specs and Price Integrity
No Tricks, No Pressure Sales Agreement
Pre-Start Inspection Form
Worker Conduct Agreement
Background Checks & Drug Testing
On-Time Finish Guarantee
Certified Installers
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Project Photos for Ideas & Inspiration
HANSONS
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