Anyone who has done a home improvement project knows that the fun parts are at the beginning and the end: choosing things at the beginning, and enjoying the results at the end. The time between is fraught: waiting, mess, and watching large amounts of money drain away. The worst part is the problems that crop up during the job. And how these get handled is often what separates a satisfied customer from an angry one. We chose John Strekel for our garage based largely on his attitude toward several custom details that we wanted. His approach was "Sure, we can do that--or we can do this if you'd prefer". Sometimes we liked his ideas better, sometimes we stuck with ours. Now, the problems. None of these were John's fault: it's how he worked with us to resolve them that makes me mention them. He gave us a brochure from the flooring company, replete with pages of color samples. While agonizing over color choices, I went to the manufacturer's website and found that some of the colors we were considering looked quite different between the printed and online chips! Not just "This one looks darker": more "This one has a blue in it, the other has none". We finally called the company, they called John, and they overnighted some color samples. This was the right thing to do, because we opted not to go with the color we'd been considering once we saw which sample was correct! Meanwhile, this delayed John starting the job, as well as wasting his time. He cheerfully persisted, and swapped the order of operations around accordingly. The next surprise was the garage attic. We were adding a pull-down staircase and plywood flooring in that attic. John found that there was a lot of wiring in the way, but figured out how to use furring strips to raise the plywood slightly and thus work around the wires. We wanted the steps leading into the house from the garage rebuilt, wider and with a landing at the top, to ease entry as we age. John explained exactly what he would build, which included a very sturdy railing on the open side. We then realized that left no railing on the wall side of the steps, and he agreed to install a metal bar like you'd find in a restroom. Once they started painting, we realized that painting the single window had not been discussed. He agreed to do this as well. He pointed out a crack in the ceiling between two drywall sheets and explained that he did not believe it was really fixable, as the sheets were installed badly and with temperature changes, any attempt to patch the crack was going to reopen, but that he'd do his best. This is the kind of reality that comes with any job: setting expectations early is the way to go, as it avoids disappointment later. As the garage came together, it became obvious that the door into the house and the radon remediation pipe also both needed painting. I told him that he'd added enough minor stuff for free, and he suggested a very reasonable add-on charge. The other significant surprise came when pr