Question: A short time ago, I received...

Question: A short time ago, I received a “List of Reputable Contractors” from one of the trade associations. In searching for a contractor to add a bedroom to my home, I learned that I had embarked on a futile effort. My calls were either not answered at all, received by a message machine or handled by a preoccupied wife or small child.

Answer: You are not alone in your frustration, but do not give up on your search. After receiving your letter, I duplicated your efforts and met similar results. Of 10 phone calls, three rang endlessly, three were poorly taped messages and three were received in a noisy home.

This certainly is no way to conduct business and should raise red flags in your mind when thinking about doing business with these individuals. On the other hand, most good home-improvement contractors are small operations that avoid the overhead of an office by using a phone answering machine. There is not necessarily a correlation between the quality of the contractor’s work and whether or not he/she employs a full-time receptionist. I know of several small contractors who have very good businesses and do excellent work, while using the recorded telephone answering system as a way of minimizing their overheads.

At the same time, one would expect a professional service to use telephone answering that reflects a responsible attitude toward business.

Some home-improvement contractor associations have been conducting seminars on clientele communications. It certainly does reflect unfavorably on the ability of the contractor when the potential client is rebuffed by an inadequate response to a telephone inquiry.

Fontaine is president of the Western Regional Master Builders Assn. and a director of the American Building Contractors Assn. He will answer questions concerning home improvements. Phone 213/653-4084 or write him at 6404 Wilshire Blvd., Suite 850, Los Angeles 90048-5510.