Six tips for a healthy working relationship with your builder
My wife and I went to dinner a while back to celebrate a milestone. We went to a new steakhouse downtown that was all the buzz. We walked in the door, and to my surprise, a couple of friends that I played pick-up basketball with worked at the restaurant (one a sommelier, one a chef, another a waiter). They stopped by about halfway through the meal to ask how the food was (excellent), the service (superb), and the experience (outstanding) had been. We, of course, raved about it all.
A complimentary bottle of wine, free desserts, and a “friends and family” discount later showed they appreciated the kind words. I didn’t get to thank them for their generosity that evening, but later, when we were playing basketball, I made sure to say thanks for the fantastic time.
Their response: “Honestly, we love to give friends who love our work a great time.”
In our experience, one of the most common barriers to our clients having a great renovation experience is, to be transparent, them. Most of the time, however, they are completely unaware. With that in mind, here are six simple ways you can be an amazing client to get the most out of your renovation experience.
1. Be respectful (not dismissive) and curious (not accusatory) on price.
We completely understand if you’re getting additional quotes. It’s your money; it’s your prerogative. However, please know that we take time to painstakingly put together a quote tailored to you and your budget. However, we’ve yet to walk through a quote with a client who says, “Wow, this is low. Do you think there are some areas we could add to the budget?”
We understand that you want to save money. We also know that you come to the table with a general lack of knowledge on what this “should” cost. All we ask is that you approach your quote like you would a doctor's diagnosis, trust the experts, and feel free to ask lots of clarifying questions. We’re happy to answer them.
2. Trust the experts and enjoy the freedom!
Radical transparency time: it’s tough to work while constantly answering questions. It’s distracting and frustrating. Constant questioning slows down our workflow and can sometimes push out the finish date. Imagine if you paid good money for a massage and then asked the masseuse why they were using their hands in this way or that way throughout. It would ruin the experience. When you give your project to the experts, you only need to enjoy the ride.
3. Communicate on all decisions before we get to work.
Ahhhh, this one can hurt (the wallet). We can’t tell you how many times we’ve heard from Spouse A about a decision only to hear (after we’re halfway through the work) from Spouse B that they are going in a different direction. Unfortunately, that lack of communication ends up costing money through extra work needing to be done.
Also, when you’ve made decisions and need to communicate with the contractor, make sure you’re communicating with your project manager since he or she oversees the project. If you communicate with a subcontractor or tradesperson, there’s a good chance it won’t get documented, which will also cost time, money, and a headache.
4. Make observations, not accusations (point out, don’t point the finger).
Imagine each project as a tiered process, moving closer and closer toward the perfection you deserve. If there is a cabinet where a spot of paint is smudged, a light fixture is uninstalled, or a piece of molding is missing, all we ask is to politely point it out, not point the finger. We’ve most likely already noted it and are saving the fix until the final wrap-up, and if not, we’ll thank you for letting us know!
5. Don’t hover.
Our work is truly unique in that for most of the things you pay for, whether it be food, the dentist, the gym, or car repairs, you travel to where the work is done (so you don’t necessarily see the process of the work).
This work comes into your home. It’s natural, even expected, that you be around while the work is being done. However, there’s being around, and then there’s being around. Our project managers are happy to answer any questions you might have. Still, when there are craftsmen on-site working to stay on schedule and maintain a healthy workspace, it’s best to let work continue unimpeded. If you’ve ever tried to work with someone looking over your shoulder, it goes slower, and the work is hindered. It will be the same with your renovation.
6. Say thank you.
So simple, yet it means so much. We take pride in our work, understanding that you’ve entrusted us with bringing your dreams to life, and always will appreciate a kind word. We can’t tell you how deflating it is to wrap up a project after weeks or even months and walk off a project without a thank you (this has happened!).
Conversely, we’ve also bent over backward, done little add-ons free of charge, and worked long(er) hours to deliver for a client who has been a treat to work with.
If I may paraphrase my friend from our restaurant experience, we love giving a client who loves our work an over-the-top, great experience.
Conclusion:
We love the work we do. We take pride in it and love to exceed our client's expectations. Not only that but from a business standpoint, we understand that referrals are THE BEST way to gain more work. We also understand that at a dinner party, the second question (after, let’s be honest, “How much did it cost?”) will be “How were they to work with?” So experience and end product matter. We want you to know that we come into every project with the posture of creating the best experience possible, and if you come in with the same perspective and trust us to deliver, we are ready to blow your expectations away.