Managing outside contractors can be tricky—especially when you’re working on many projects at once or with several different crews. In a recent Nex-Tech webinar, Amy Normandin, Operational Support Services Manager, shared helpful tips and real-life strategies to make working with contractors smoother and more successful.

Amy has years of experience in organizing contractor communication, and her advice focused on how to create clear systems that benefit both your team and the contractors you rely on.

Communication Is Key
One of the biggest challenges with outside contractors is communication. Amy stressed the importance of setting up a central point of contact, so contractors always know who to go to for questions or updates. Sharing contact lists with both employees and contractors also helps avoid confusion, especially on busy projects.
Contractors all work differently, so it’s helpful to ask about their preferred way of communicating—whether that’s through video calls, emails, phone calls, or chat apps. Respecting their preferences can help build better working relationships.

It’s also important to talk through schedules. Ask if contractors are open to working evenings or weekends and be sure to clearly outline the timeline of the project. Listening to their feedback can also lead to better decisions and smoother operations.

Keep the Community Informed
In small towns, having unfamiliar trucks and workers around can raise eyebrows. Amy talked about the importance of keeping the community in the loop. Letting customers know that contractors will be in the area—through radio ads, social media posts, or even door hangers—helps reduce confusion and builds trust.

Set Expectations Early
Contractors do their best work when they know exactly what is expected of them. Amy recommends giving them written documentation that outlines daily expectations, behavior guidelines, customer service tips, and inventory rules.
Make sure contractors know how to represent your company well. This includes wearing branded shirts, using vehicle decals, and following customer interaction guidelines. These small steps help make your contractors look and act as part of your team.

Protect Technology and Customer Data
Contractors often need access to systems and tools to do their jobs—but that access should be limited. Amy explained that cybersecurity matters when working with third parties. Use shared documents with limited access and always remove permissions when a contractor is no longer active.

This helps protect customer privacy and keeps your company’s data safe.

Scheduling That Works
Scheduling is another area where things can fall apart if they are not handled well. Amy suggested using scheduling apps that work with your current systems or coordinating with contractors’ own dispatch teams. Having a solid system in place also makes it easier to track hours worked and validate billing.

Don’t Skip Onboarding and Offboarding
Onboarding isn’t just a one-time thing—especially for long-term projects. As new contractor crews join, it’s important to give them a proper introduction. That means giving out logos, shirts, key documents, and contact info. When contractors leave, make sure to remove their system access and update shared files.

Amy also reminded us to keep employees in the loop when contractor teams change. This avoids confusion and ensures that everyone is on the same page.

Connect with Customers in Smart Ways
Amy shared how Nex-Tech has found success using text messaging and online scheduling to keep customers in the loop. These tools make it easy for customers to respond and stay informed without needing to make a call or wait on hold.

The Big Takeaways

• Amy’s webinar gave us a lot to think about, but here are a few key points to remember:
• Clear and consistent communication helps contractors stay aligned with your team.
• Written expectations and guidelines create structure and reduce mistakes.
• Limiting data access protects your business and your customers.
• Scheduling tools help track work accurately and reduce billing issues.
• Ongoing onboarding and offboarding ensures smooth transitions on long-term projects.