Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for contracting firms that have earned the prestigious Diamond Certified award. For Brian Fitzmaurice General Contractor, the key to achieving and maintaining high levels of customer satisfaction is simple: clearly communicate with clients and keep them informed throughout every step of their construction projects. “I talk to my clients every day–even if they’re not home during construction, I’ll update them on their way to work or when they come home,” says owner Brian Fitzmaurice. “This is also helpful when unexpected choices need to be made during the construction process. My clients know I won’t make any decisions without clearly presenting all their options.”

Brian Fitzmaurice General Contractor has been remodeling kitchens, bathrooms and other residential rooms for clients throughout the San Francisco Peninsula since 1991. As a full-service contractor, the company is qualified to handle remodeling projects from design to completion.

Unlike larger contracting firms that strive to maximize their workload volume by taking a “one size fits all” approach to their clients’ remodeling projects, Brian Fitzmaurice General Contractor utilizes its owner-operated status to provide a personal touch that’s rarely seen in the construction industry. “Most construction company owners delegate the majority of work to foremen and project managers, but I’m onsite every day, so I’m able to effectively manage every step of every project,” says Mr. Fitzmaurice. “I take the details discussed in the initial meeting and follow through to ensure each client gets exactly what they want.”

For Mr. Fitzmaurice, the best part of remodeling work is seeing his clients’ reactions when they see their homes transformed for the first time. “It’s a thrill to take an outdated building and make it look good in a way that no one else can,” he says. “There’s a lot of satisfaction that comes from seeing the finished results of my work and knowing I greatly improved someone’s home and lifestyle.”

Before hiring a remodeling contractor, make sure you know who will be doing the actual work. Most contractors employ subcontractors to handle specialized aspects of their clients’ construction projects, but some don’t always supervise every step of the process, which can ultimately lead to communication issues and costly change orders. In fact, some contractors won’t even appear on the jobsite after they sign the initial contract, so it’s important to ensure your contractor will maintain a consistent jobsite presence before you sign anything.

“The person you talk to about your project might not even be the same person who shows up when the workers arrive,” cautions Brian Fitzmaurice, owner of Brian Fitzmaurice General Contractor in San Bruno. “Even if the contractor seems nice and presentable, that doesn’t mean he won’t send unfamiliar people to do the work. You should also make sure the contractor is licensed and insured, and always check the quality of their previous work by calling past customers.”

While Mr. Fitzmaurice doesn’t believe the use of subcontractors is a problem, he says it’s crucial to make sure any subcontractor used on your project has a long-standing relationship with the general contractor. That way, the contractor can vouch for the subcontractor’s reliability, honesty and quality of work. Mr. Fitzmaurice also recommends getting a detailed contract that specifies every step of the project. “The more detailed the contract, the safer you’ll be,” he says. “For example, it’s a good idea to know the specifics of the products your contractor wants to use, like the thickness of the plywood or sheet rock and the type of paint. Details prevent a lot of problems—if you get them all upfront, you won’t have any surprises.”

If your home was built before 1978 and you want to remodel it, you’re legally obligated to use a contractor who is EPA lead paint certified. The contractor should have the certificate on display on their website or in their office, but you can also check with the EPA to verify the certification is genuine. Lead paint exposure is a significant health hazard, especially for children, so it’s important to make sure your contractor is properly trained and certified before any work begins.

Q: Are your prices competitive?

A: Yes. Even when I’m outbid by competitors, many people still choose me because other contractors can’t offer the same high-quality work at those low prices.

Q: Are your prices competitive?

A: Yes. Even when I’m outbid by competitors, many people still choose me because other contractors can’t offer the same high-quality work at those low prices.

Q: How quickly can you complete my project?

A: It depends on several factors. Generally, my time estimates are based on the time it takes to do quality work. I understand you’ll be inconvenienced during the remodel, so I’ll work as fast as possible as long as it doesn’t affect quality.

Q: Do you work on weekends?

A: Not usually, but if I’m running behind schedule or need to get a particular task done in advance of another tradesman coming in, I’ll work on weekends.

Q: Can you set up a temporary kitchen or bathroom during the remodel?

A: I can often set up a temporary kitchen, especially if you have a wet bar elsewhere in the house. Bathrooms are trickier, but most homes I work on have more than one bathroom.

Q: Do you maintain a clean worksite?

A: Yes. I understand most people live in their homes during their remodeling projects, so I take extra measures to control dust and clean up at the end of each workday. I’m also EPA lead paint certified, so I can safely remove old paint when necessary.