With a headline like that, you might wonder whose side I’m on. But after passionately defending subcontract installers last month against what I saw as unfair institutional attitudes, it's only fair to balance it with a hard look at the bad apples.

As a shop owner, you’ve put in the hard yards and built a solid reputation. Now, you're ready to scale your business by bringing in hired guns to tackle those lucrative big contracts. But despite the glowing references and self-assurances from the installers, you find yourself unimpressed and questioning why you bothered in the first place.

Here are the signs of a bad subcontract installer, drawn from my own observations in the field.

Watch out for inconsistent quality and missed deadlines.

Perhaps the most salient signal that you’re being taken advantage of is the inconsistent workmanship provided by your installer. It's confusing, embarrassing, and creates significant problems for your business if you're not constantly monitoring the work. But who has time for that? I certainly don’t.

Everyone has bad days, and I've had my share of misjudging jobs, ending up working late into the night to meet deadlines. The key is taking ownership and keeping the customer informed during these challenging times. Most clients will accept delays if they feel valued and informed. However, if your installer consistently takes shortcuts, arrives late, leaves work unfinished, or engages in unprofessional behaviour, it's time to consider whether you're better off without them.

Negative attitude and unprofessional behaviour can ruin your business.

It might seem obvious, but it’s worth stating: if your installer is incessantly negative, aggressive, and demanding, it poisons the workplace and lowers team morale. In extreme cases, this negativity spills over to your customers, creating serious problems for your business.

Are there situations where a firm interaction is necessary? Absolutely. I've dealt with customers who failed to prepare, withheld information, and were extremely discourteous, requiring a firm response from me. These interactions are completely justified when they serve a purpose. However, when installers are aggressive despite good conditions, appear unkempt, and dismiss customer concerns, it’s a major red flag that cannot be ignored. Such behaviour not only damages your reputation but can also drive clients away.

Beware of installers who over-rely on your work.

I think you know what I mean. You probably thought you were doing them a favour, and as long as they kept asking for work, you were happy to provide it. But when does the line blur between contractor and employee? An installer who doesn’t diversify their client base might be more of a liability than an asset.

Installers who depend too heavily on your work can complicate the distinction between independent contractor and employee, leading to potential legal and financial ramifications. Additionally, when the workflow slows down, and your installer finds themselves without work, it creates a stressful situation for both parties.

This over-reliance can also breed a sense of entitlement and familiarity that may create friction in your professional relationship. Such familiarity can lead to complacency, reduced performance, and even disagreements about responsibilities and expectations. It's essential to have an open conversation to establish clear boundaries and expectations, ensuring a healthy and sustainable working relationship.

Ensure installers have adequate insurance and equipment.

How often do you catch your installers scrounging for tools and consumables for basic tasks? Borrowing a ladder now and again is fine, but couldn’t they bring their own cleaners? Where’s their squeegee? Why are they using your heat-gun? My god, they’re not even insured. Are you dealing with a hobbyist or a professional installer? The picture paints itself.

Operating without proper insurance and lacking the necessary tools and equipment are major red flags. An installer without insurance puts both themselves and your business at risk. Similarly, an installer who frequently relies on borrowing your tools signals a lack of preparedness and professionalism, which can lead to significant liabilities. To safeguard your business, ensure that your subcontract installers have adequate insurance and come fully equipped. Make this a non-negotiable part of your vetting process before engaging them.

Installers must clearly differentiate themselves as trade installers.

Are you sure they’re just an installer? They could be a competitor. Have you checked? Yikes, there goes your biggest customer, solicited right under your nose. It’s happened to many of us, and we wish we’d seen it coming. Often, this is unavoidable, particularly when your installer transitions into a retail business, inadvertently catching some of your customers in their net. Other times, your installer may be a wolf in sheep’s clothing.

It’s perfectly acceptable to operate both as an installer and a retail competitor, provided it’s done ethically and transparently. There’s plenty of work out there, and a cooperative market thrives better than a cutthroat one. However, if your installer is not forthcoming and fails to differentiate themselves clearly, you risk exposing your shop to customer poaching and intellectual property theft.

Conclusion.

If you’ve made it this far, I bet I’ve stirred up some forgotten or ongoing anxieties. Running a shop is incredibly challenging, and it’s easy to feel guilty when things go wrong, thinking you’re responsible for every problem. But just because these issues are happening to you doesn’t mean they are happening because of you. Sometimes, despite your best efforts, you get taken advantage of and it’s up to you to learn from that experience, as callous as that sounds.

You have more control and influence than you might realise. Even when your installers seem loosely tethered to you, your leadership remains the driving force. By staying vigilant and addressing red flags early, you can ensure that your business continues to thrive.