But what would you say if I told you remodeling could be fun? Crazy? Wait! Please hear me out.

Besides the fun I had this morning with a bath remodeling client, their contractor, the contractors client specialist, another designer, and myself, I have fun with the team of business associates and contractors and homeowners almost every day.

The good news is that working with the professional contractors, whom we are privileged to know, the fun continues throughout the building process.

I hear reports like this for small bathroom remodeling projects, kitchen additions and new home construction. Because this system is adaptable it can work on your project as well.

This is a sneak peak on a project we’re working on in Winchester, MA.  The contractor is going to have video cameras posted around the property as the remodel work is completed, but in the meantime, we’re making a movie of what will happen to this house.  This is only a sneak peak at the movie we’re creating.

Hence, we reviewed the needs and created a 3D model of the concept of how it could work.  Then, I created this video.  There may be other concepts coming.  We’ll see how it turns out!  Watch the video and let me know what do you think of this concept?

In the world of fast paced, 140 character updates, personal space and lines being misunderstood, etc., it would be easy to get frustrated with someone who takes their time.  “But I want to update my blog…I need more content!” Hold on just one moment-this is the very purpose of this series!  In our business model, our personal needs must take back seat to our clients’ needs – no, not even 2nd place.  We call it the “ego-ectomy”.  This is a very painful and gory procedure, but not a story for now.  These clients’ “buy-cycle” is slower than others.  That’s not wrong or bad, it’s just the way it is.  And since we’re talking about “remodeling with ease“ then we need to make this easy for the clients, not us.

Just this week, our affiliate and the contractor met with the clients and they decided, based upon their desires and the financial impact this would take, that they are going to mix and match some of the designs we’ve presented.

Important on their list is the garage.  Check.
They like the exterior view of dormers over garage.  Check.
They can live with the existing kitchen.  Ok.
The rest of the first floor remodeling can be done later.  Great.
Result: they like their project-for it is their project.  Our goal is been met, and they are ready to move forward!

We have shown them 5 different variations on a theme in a controlled feedback system (in other words, we didn’t throw 5 options on the wall and tell them to pick one).  Our system is to listen, record, measure, transfer, and repeat.   Since we patiently listened, they’re happy, the contractor is happy, and we’re happy.

Yes, we’ve completed other projects while waiting for this project, but the goal isn’t speed (we need to be alert on our responsiveness, certainly) but our goal is clients comfortable with their project.

Ultimately, homeowners are purchasing the project, and thus, it is my belief, that the clients should be the ones making the choices and decisions.  How many times, though, do we see homeowners that have a difficult time making decisions?  I’ve heard the stories from both homeowners and contractors that decisions about such a large project in their lives can be very difficult to conclude!

We work with many different contractors, and those who are willing to work with the client in the client’s comfort zone, usually have the simplest and nicest projects to work on.  I have seen some contractors and designers interject their opinions on the project, instead of proposing options for thought and discussion.

By taking a calm approach with clients, and communicating in a format everyone understands, we have found that our clients are at ease during the whole process.  Just because we use 3D tools, doesn’t mean everyone who can operate 3D software knows how to best use them.  Look at the difference between a professional stunt driver and a 16 year old still-wet-behind-the-ears driver.

One way to make clients feel comfortable is to use realistic and proportional items in the 3D model.  Recently, we presented this to our client. By using a reasonable furniture layout, adding human touches such as flowers, paintings, entertainment systems, and lighting, it takes an inanimate object on the screen, and makes it realistic.

But this picture also has a deeper story.  To start the project, we interviewed the clients on their needs and functional use of the space.  After we presented the new addition to them-the one that met all of their needs-they commented that they were expecting the addition to be 6-8 feet LARGER than what we presented.  By listening to their needs, adding interesting design touches, and presenting in a realistic communication format, they very comfortable  proceeding to their job.

To all the nay-sayers out there, no, it wasn’t as perfect as that.  We presented a two-story project because that’s what they wanted.  They ended up with a one-story project because that’s what they could afford.  We did have some back-and-forth about different items, but I am telling the truth that they were comfortable in the process, and presentation took just under two hours.

This project also took about two hours, and the client was very pleased with the results of their design. They were comfortable in sharing some of their concerns, and we were able to allay their fears, and present and make changes live during the meeting.  This client actually wanted us to add features (trim work details) after we presented to them.

So, moving forward, contractors, I have found that if homeowners have difficulty in making decisions, it is most often because they are not being served correctly.  Yes, that is the contractor’s responsibility.  Don’t forget, I’m not just pointing fingers, that responsibility lands on me during the design phase.  But, I’ve also found that I can work together with contractors who have the same goals and practices, and we, together, can help homeowners feel very good about their home and project.

That’s what this is all about!

Why is a business model important to me?

The answer depends on whether you are a business person or a customer, but it is important to both.This blog reaches to both contractors and property owners alike, so I will address the importance to both.  Design Build Solutions, LLC serves both in differing relationships, but one capacity – improving project communication; thereby reducing headaches, making happy clients.

Homeowners

I speak to homeowners generally because they are our largest client base, by project numbers, but this applies to all property owners.  The model is important to homeowners because the model will affect how they are treated by their service providers (designers, architects, and contractors).  Remember what was stated before:  some business models are not fully intentional.  The business model of your chosen service provider will affect how you are treated by said provider before, during, and after your project.

How many times have we heard of homeowners getting the short end of the stick during their remodeling project?  But what about those projects in which the contractor or designer didn’t get fired?  Is the contractor pushing too fast to move on the project without complete review?  Is the project drawn as a 3D model and used to give a better perspective of the building process?  Does the designer or contractor leave his or her ego at the office?

Answering any one of those questions in the wrong way will negatively impact your project, and most often adds time and money to the project.  (Click here to see a short video of remodeling business model I espouse.)  Their business model will also affect how they perceive themselves in relation to you, the client (see the example business model below).

Service professionals

I speak as a service professional in the trenches with you.  Your business model is extremely important.  It is easy to start a business and assume that a business model either 1) isn’t needed, or 2) will come naturally.  Both assumptions can be fatal.  Your business model will affect your marketing, sales, communication, financial, and production.   If the business model isn’t firm and clear, the marketing and sales teams will make everything look peachy to potential clients, but production and return trips will kill everything that you’ve worked for, and ultimately ruin the financial outlook.

This is often the reason why business owners can’t move forward in their business; they cannot articulate a clear model for the whole team to follow, and thus they feel they have to do everything themselves. Having clear direction, coupled with clear communication, will make any business almost self-sustaining.  Both internal and external teams to the company will be happy to work, and ready with “the message” for everyone who asks – and sometimes those who don’t.

Example model

My video The Beauty of Design/Build was featured recently on a popular remodeling business blog (click here to see the video).  Some commenters believed that the diagram should be a triangle between homeowner, designer/architect, and contractor, instead of the circle I created in the video.  They felt that a triangle would better represent the symbiosis of Design/Build.  I understand that Design/Build is trying to improve the TEAM approach to remodeling, and I’m all for that, but let’s look at the triangle.

Consider the triangle TEAM approach.  Remember that the Design team and contractor team are delivering a service, not a commodity.  The Homeowner is the client.

Looking at this triangle, there isn’t much that defines which person is the client.  Each party in this relationship is equal to the other two.  It looks to me like the homeowner will have to manage both designer and contractor, the designer will have to manage both homeowner and contractor, and the contractor will have to…you get the point.  Let me ask you this…Do you want to be managed?

Compare this triangle with the circle I drew in the video.  The homeowner is in the center of the circle.  No, this doesn’t put the homeowner in-between the designer and contractor, and it doesn’t stop communication with the homeowner.  In fact, a circle model will force the designer and contractor to work with each other, not at odds.  As I stated in the video, “Now we’ve got a loop, or feedback system, that manages what the project looks like and how much it costs at the same time.  [This system] shows that both the designer and contractor are listening to the homeowner, and proving that both are working in the homeowner’s best interest.”

It makes a difference in the project no matter the size.  I’ve seen large and small projects benefit from this business model, and I’ve seen large and small projects fall using other models.

So, how’s your model?

Contractors need to find out what is unique about their clients

Most importantly, we ask this question of our clients since we are working to design something that fits them, and meets them in their taste.  This makes it hard, since each project is unique, to share a portfolio of projects.  Experience has taught us that what fit the last client most likely will not fit you.  It hasn’t happened yet!  So our goal is to learn about our client, in their home habits, circumstance, and needs.

Exterior view of dormers

Clients are a unique set of people.  Don’t believe me?  Just look in the mirror – I know I am.  My wife reminds me almost every day how different I am, and I am glad of it, for she may not have married me if I were like the other guys!  The great part of this business is that clients are multi-dimensional.  There are so many facets to a person’s life that affect their decision making, we don’t have the time or expertise to cover all that here.

So, with each unique client, I get to please each one, and my goal is to do just that.  See a live Design/Build testimonial here.

Clients need to find what is unique about the contractors they interview

The second role that this question of uniqueness plays for Design Build Solutions, is that it drives us to be unique and provide a service that is not paralleled by our competitors.  Our uniqueness comes from the importance we place upon the team, and more so, the homeowner.

As a team member, I know that we can serve the homeowner best when the team operates at peak performance.  We consistently push the envelope to produce peak performance.

Recently, we have been working on a public-works project.  Previous systems place the design team and contractor at odds with each other.  There is a fear that if the design team doesn’t specify everything (which is impossible to do), the contractor will take advantage of you.  The contractor works on the premise that the design team is communicating what they want done, and is afraid of missed, inadequate, or wrong details.

The board – our client – wants something better than a team at odds with each other.  They want to cover themselves by eliminating those typical change-orders.  What do we bring that is unique?  We encourage, and even thrive, in a team atmosphere that promotes communication.  Each member of the team (from every trade and professional group) can shine in his or her current field.  Such communication leads to a better project, and a happier client.

Knowing how each party is unique helps the system!

Which is another unique thing about clients – each one is pleased in a different way.  How can I serve you today?  (I can make it painless and fun for you, too.)  It’s a great cycle!

To see a part of this cycle, check out this video: www.designbuildsolutionsllc.com/articles/the-beauty-of-designbuild

However, to state empirically that the designer/architect should always take the lead on projects doesn’t add up to me.  My experience shows that clients do benefit greatly when the builder takes the lead.

Am I slamming architects/designers?No!  I am a designer – it’s hard to slam oneself.  But I do have reasons for saying that the the builder is a valid choice.

First, the builder is the one that is actually producing the physical product.  Whether the client is building a new custom home, or has commissioned a home improvement project, the contractor will be onsite and working with the client for the much larger majority of the time over the architect.

My next reason for stating this is the financial piece…the contractor will be invoicing the client for much more than the architect/designer.

This third reason may be seen as controversial, but I hope you will hear me out.  Relegating the design team to play second fiddle isn’t always a bad thing.  I can hear the hollering now; but I ask you to hear me out.  Since the contractor will be constructing the project, it makes sense that he/she have some serious input on the design phase.  An underlying point here is that the design phase affects the final investment cost, and since the contractor (not the designer) provides the financial piece of the puzzle, it would seem to make sense the the contractor has serious input.

Another reason that the design team should play second fiddle is that the design team – no matter how good they are; or how many awards have been won – will most likely never live in that project.  I agree that good design is great.  I can see that it might be important.  But it might not be as important to our client(s); who, by the way, is paying for our service, not our ego.  In reality, they are paying us for their ego!  And, that’s not bad.

I have presented many times, in many ways, that the Design/Build model should be a 3-way relationship:  Client/Design team/Production.  Having two of those parties (Design team and Contractors) argue over who should be in the lead – most often it happens because neither wants to play “second fiddle” – puts the most important player (client) out of the ring, and builds animosity between two important disciplines.

So, all of this aside, who should the homeowner call first – a design team, or a contractor?  Call someone whom you trust.  Call someone who has a reasonable system to handle your needs, dreams, and desires.  Potential clients, pay attention to how much the salesman talks.  He or she should listen 70-80% of the time, to you!  A professional salesperson will have insightful questions about you and your goals, not just your project.  Ask your salesperson about their team – do they work well with the other discipline?

Any project is a delicate dance of leading, following, speaking, and doing.  Which of those one is to do, depends upon many things.  Ultimately, final decisions are in the lap of the client.

Design Build Solutions works with homeowners and contractors; willing to lead, and willing to pass the baton when necessary.  Our team will make reasonable suggestions and passionate statements when necessary.

What do you think?  Do you have a different perspective?  I lean toward the builder taking the lead.  When we do start a project, and take the lead, we work quickly to getting the contractor involved, and allow the right person to “take the lead.”

However, they liked what they saw.  So, we’re back to the boards, to bring the project within the financial investment that they wish.  They did state that they might be willing to push the envelope a little to get just a little more.  We may build the garage, and just shell it out so that they can finish the upstairs master suite at a later time.

The question regarding design and financial investment often appears when discussing the design-build process with someone new to the concept.  Most people recognize that most people want more than they can afford in a remodeling project.  Then, we have to ask, does the design come first, or the financial investment?  Or, can we have both?

This series is to contend that with design/build, the homeowner can have both design and investment protected.  As this specific project shows, the design is maleable – a piece of clay – to mold and manipulate into the financial range that the client is willing to invest.  By having a good 3d design before them, together with the financial range, the homeowner has complete control of the project.  This does not have any coercion or strong-arming by the designer or contractor.

A designer’s heart is going to push the envelope – it’s part of design – but with the team of contractor giving real dollar values, and homeowner making real decisions with real data, the project will be a success!

While reading this ongoing story, I hope that it sheds new light on the video: The Beauty of Design/Build.

What’s the problem?

I find this to be similar to the mode of operation for most businesses – we like to talk about ourselves!  However, as a client, I know that I don’t like to be pushed or “sold” into anything, even when I really want the service or product.  As a designer, when I talk about myself, my designs, my business – which I do like very much – I don’t get a chance to hear my client, what they like, and their needs.

What should be changed?

A contractor or designer that listens all the time doesn’t quite fit the bill either.  Before continuing, clarification is appropriate.  A service provider should listen 80% of the time during the first meeting, but un-guided listening doesn’t help either.  Simply asking a client, or prospective client, what they want doesn’t always yield the answer.  Some times that only creates a box about which everyone on the team thinks of, and nobody can come up with any alternative solutions.

A perspective that the first meeting needs to be about how much we are different from our competitors should be ruled out.  I say, as Nike does, “Just do it!”  Don’t talk so much about being different, just go about being different!  Be better!  Start that difference from the first phone call.

How should the meeting start?

A professional salesperson or designer will know how to draw out the information needed from a client regarding their current situation and what needs to change.  We remind ourselves to two important rules: 1) LISTEN 80% of the time, and 2) We don’t live there, nor will we afterwards.  The project is for our clients, why should it be about us?  Having so many different styles and types of remodeling projects in our archives – everything from kitchen remodeling, bath remodeling, additions, and whole house remodeling projects – we are confident that we can find a solution to our clients’ needs within the canvas of their current home.

How can the industry move forward?

I do understand that clients like to see design ideas-and that isn’t all bad.  I also understand that, generally, people like to talk about themselves.  I envision an industry where professional salespeople and designers expertly maneuver the terrain of clients, contracting, remodeling, and yes, personalities, to bring about quality projects that fit the homeowners’ functional and financial needs and goals.  That starts with the homeowner.  (Ultimate grasp of the obvious, you say?  And, redundant, too!)  If we can professionally hold our clients’ hands, and carefully draw out the important information needed for a project, we can raise the bar, and the industry’s reputation.

Where do homeowners turn?

As mentioned before, homeowners can select a professional contractor based upon something other than price.  I am not saying that they shouldn’t worry about price, but that comes at a different stage.  Begin by looking for a contractor that is different.  How does that contractor hold their clients?  Is your first phone call to one contractor similar to all the rest?  Does that contractor propose a practice unique from the competitors?  Is communication quick and accurate?  Is the communication recorded for all to see, in one common location, or on sticky notes all over the desk, folder, or computer monitor?

Remember the goal

Our goal is to give these homeowners a project that they are comfortable about buying, in a process that reduces their headaches.  It isn’t hard, just must be planned and anticipated.  We must remember that this is not our home, and while we do our best to provide a well-designed project and give professional advice when needed, we don’t live there, nor ever will.  Therefore, it is completely up to the client to make the final decision.

Using the field measurements, digital pictures and Google Maps street view, an accurate 3D model was made of the entire house.  Even as we continued the design, there were some questions about the roof geometry.  We were able to pull up the Google Maps street view and verify that the angles looked to be very similar.  The husband is a technical type, and enjoys the technology and accuracy features of this process.  It is gratifying, and very typical, to be able to show the homeowner that the measurements and numbers line up with reality.

Home Improvement starts with listening

Rough space planning

Last week, we interviewed the homeowners in depth, to hear their frustrations, needs, and ideas for their house.  Home improvement has the inherent idea that there is “improvement.”  Therefore, we start wtih what isn’t working, so that improvement can be made!  Having the existing conditions completed and the homeowners’ functional and financial goals in mind, a designer must start seeing the project as a blank slate within a limited framework.  The trick to this can be that there must be design creativity within these limitations.  The most basic principles of space planning and design sensbility must be heeded, and so, many times, a design will start appearing out of the digital “rubble” of the demolition.

Analyzing the space; comparing the needs

Planning the master suite

For this project, the kitchen was far from the living quarters that they used, and the main house is quite broken up by walls and pathways.  The house had previously experienced an addition, and as such, original spaces were not being used as previously.  On the first floor, we had to consider the relationships of living/family spaces to kitchen to dining room to garage and mudroom.  Another request was to have easy access from pool to washroom without going thru the entire house.  Then, on the second floor, we’re considering the master suite layout of bedroom, bathroom, and closets/storage.

Exterior planning

Last on this list, but certainly not least, we must not forget the exterior appearance while drafting the interior spaces.  We like to watch lines and surfaces.  Having a flat surface, or long straight lines on traditional housing does not usually give much curb appeal.  Even in a modern design, the designer often changes material, direction, color, or some other effect within the framework of straight lines or flat planes.

Managing details and expectations

There are many details in the construction process that must be addressed, or at the very least, considered and filed from the beginning of the design process.  There are also expectations we’ve purposefully created in regard to the financial aspect of this project.  These are two critical reasons we involve the contractor early in the process.  While we know much about construction, we don’t know everything, and we aren’t building the project.  Dare I say it?  We aren’t perfect, and we do make mistakes.  Knowing this, we create safety nets in our system the the plan to catch mistakes before construction.

Next: Cross-checking and presentation

After wrapping up the finer details of the 3D model, so that it looks as best as it can, we will cross-check the structural details with an engineer and contractor as well as check the homeowner’s financial goals with the contractor, and then make the “big reveal” to the homeowners.  Keep watching – I will keep you posted on the outcome of these steps.

Looking for input

We are constantly thinking and working to improve our process.  Have you been involved in a remodeling project?  Do you think about remodeling, or are you a contractor that does remodeling?  I have two questions…Is this process the same or different from what you’ve experienced?  Does this process confuse you?  Leave your answers in the comment box below.  Thanks

Start with existing conditions

To create this series, I will share this example of a real life, and real-time, remodeling project. In other words, I will be writing this as the project unfolds.

To understand any remodeling project, we start with a 3-D model of the existing conditions.  Combined with the information that the homeowner gives us of the troubles that they’re having with their home, this model gives us a very detailed view of both function and structure of the home.

Remember the details

Someone in the field has to manually measure and sketch the appropriate areas.  Determining what is appropriate is based upon what what type of project will be performed.  For instance, an attic remodeling project will need to have

Field Sketch

the floors below them basically measured to find what structure is available.  Basically no matter what type of project will be remodeled, one must start by looking at all areas immediately adjacent to that area.

By having someone else draw the computer model, we have a built-in “checks-and-balance” system.  This creates the situation that two people are reviewing the information, and both will be intimately acquainted with the building.

This particular project had 14 pages of field measurements submitted.  Don’t forget to measure vertically – ceiling heights, floor heights, steps, window and door heights, and roof heights are important when creating a model.

Take pictures

Digital pictures are important.  Details are important, but long views help the viewer understand the context of the detail pictures.  I usually tell people that I like to see 6-8 pictures all around the exterior of the house.  Each room should have at least two pictures, and take those from one

Exist. conditions

corner of the room to the other.  Then take a picture from the corner that was just photographed.

Even when the designer is local and on site, it is good to have this documentation so that he or she can pull up the records quickly.  It is much easier to carry a flash drive of pictures, than try to remember what color, style, structure, details, etc. are present.

3D modeling

Turning the field sketches into a computerized 3D model gives great understanding of the structure.  Now, this project is ready for the program of design.

3D model - rendering

Next, we’ll see what the homeowner has in mind to improve this home.  Then we shall get into the design part of the process.

When interviewing a remodeler remember this:

You are the client!

This means that you must ask the questions that protect yourself.  You know nothing about this remodeler sitting across from you selling their services.  How do you get to know the inside reality of this contractor’s business, and how will that affect you and your kitchen improvement?

Watch this video for one topic of discussion.

How do you ask questions of a remodeler (and how will a professional respond)?

I would hope that you can ask politely, and without shooting at will.  However, keep open to the idea of waiting to make up your mind.  Don’t make your decision in a vacuum, and don’t keep yourself waiting.

A professional remodeler will respond confidently, and with many questions of his or her own.  A professional remodeler will not start the meeting with a tape measure!  There are so many more items to address before you both address that bathroom that needs remodeling!

When you need help

Either you’ve never gone thru a remodeling project before, or, as more of our clients are reporting, their last remodeling or new construction project went so badly, you want to do this one differently.  Design Build Solutions is here to help you.  You don’t need to worry that your bathroom project is too small, or the kitchen remodel will not need help.  Our services are tailored to the need of each project, and we work accordingly.

Use the Google Voice icon on the right, or use the email before beginning that home improvement project.

Bathroom remodeling update

The bathroom above turned out much better.  Here’s the evidence.

Alert to Remodeling Contractors

This information is getting out to your clients.  Do you want to know how to do this mini-game effectively, within a system, producing repeatable results?  I would love to introduce you to several contractors who have done this, and the man who has created this system.

Email me to improve your business systems and win more clients!  I won’t sell you anything, just introduce you to those that are playing the game.

The FamilyEducation.com website, gives an excerpt on How to Spot an “Underground” Contractor, from The Complete Idiot’s Guide to Common Household Disasters © 2005 by Paul Hayman and Sonia Weiss.   Their article gives us the first point in how to reduce headaches.

1) Use a professional contractor

As mentioned in the article, an “Underground” contractor may be performing “underground” for many reasons, but they do prey on vulnerable homeowners.  I contend that homeowners in any remodeling project are vulnerable.

Consider how many stories are present of water leaking, stop-work orders from building departments, missing contractors, firing contractors, etc.   Selecting a remodeling professional is the topic of discussion in another article.

2) Ensure your project adds value to your home

I understand that home value doesn’t feel like two words that should be put together these days.  Everyone feels that lately.  However, even in difficult and wavering real estate markets, we’ve all seen projects that don’t make sense to the home, and actually reduce value to the home.

This article gives great ideas on increasing the value of your home.  Remember value can be measured with more than finances.  If you can use it better and feel cleaner, lighter, or easier, the project added value.  Tight spaces, dark areas, relaxing views add to the betterment of your life, and that is valueable.

3) Ask many questions!

Communication is important in these relationships.  If a contractor or designer shows frustration with your questions, go somewhere else!  Ask the hard questions, the questions that no one else wants to ask, the easy questions, even the ridiculous.  The most important thing is to feel comfortable with your professional, and confident that he or she will serve you well.

I am seeing more and more that too many professionals assume that they can do business because they know something about building or designing.  Unfortunately, too many complaints of remodeling headaches are business related, not just craft related, and both business and craft are integral to any service profession.

Being detailed in your questions – especially in the beginning – can help you in many ways!

4) Allow for the professional to ask you questions

Our goal at Design Build Solutions is to make your project fit your needs.  Do we have ideas?  Yes.  Do we have likes?  Yes.  Do we have samples and portfolios?  Yes.  Are these your ideas?  Probably not.  Will we live in your home?  No.

All this means that we have to ask questions of you.  Many of our questions, like those you have for us, will not be about the craft of our business, but the business of our business.  How do you like to communicate?  What do you want to see?

5) Have fun in your project

Laughter is the best medicine, as they say.  I’m not asking you to laugh at your project, but it may help the headache!  One of our goals for every meeting is to have fun.  This always makes the time go fast, and makes the project easier for everyone involved!

These tips work in any size project.  No matter what home improvement project you are doing, kitchen remodel, bath remodel, front porch, attic remodel, or the whole house remodel (even new home construction), these tips have proven themselves with all of our clients, and can reduce your headaches, save you money, and give you a much better project!

We are curious about your perspective on remodeling.  Would you take this 5-question poll to see how you view remodeling and professionals?  Thank you!

Our clients wanted to expand their attic space to include a home office, guest bedroom, a bedroom for their daughter, and a larger bathroom.  Considering that the finish level in the attic wasn’t up to the rest of the home, they wanted to also match the details in the rest of the house.

Before & After floor plans

By expanding the front bedroom, side dormer, and moving the bathroom to the opposite side, we were able to present a more open floor plan that gives the spacious feeling that the homeowner’s desired.

Of course, by having the contractor in close communication with the design team, we were able to ensure that the price did not go above that which the homeowners wanted.  As the design expanded, we set the expectations that our design was flexible – like clay in a potter’s hand – and gave them permission to alter it as needed for both their taste and their financial investment.

Expanding floor area had to be limited since it would require roof changes.  With a tile roof, any alterations would start adding cost quickly.

Guestroom

Considering the sloping roof, the floor program told us that we needed some walls in the middle of the room on which we could rest the beds.  Considering the request for light to pass thru, a open wall was designed to allow the view from one end to the other.

Considering the exterior, both front and side elevations would allow for a heavier dormer on 3rd floor.  A small dormer in front, and two small dormers on the side were nice, but this project allowed for more interest and appeal to be added.  Keeping in line with the existing architecture, we expanded the front dormer, and combined the two dormers on the side.

Using small changes in shape and material selection makes a large difference in the feeling of care for the home.

Exterior view of dormers

Now, the plans are done, signed, and submitted.  Keep watching and we’ll share more progress photos as construction begins.

One such party that could take responsibility is the university.  For the sake of this article, the university could be likened to a service company – they provide the students with the service of education.  Consider the position of “Aid Administrator” paid by the college.  Since the college doesn’t print money, the Aid Administrator’s salary is really paid by the students who attend that particular institution, not necessarily those who use the administrator’s service.  Now, consider that the Aid Administrator wants to keep his or her job – not highly unusual, right?  Therefore, this person giving advice and assistance to the person consuming the service (the student) will find it hard to give advice that the consumer may want to choose a less-expensive service option.

Let’s assume that someone chose to change the system, and become an independent counselor.  The Aid Counselor would be paid directly by the consumer and could give advice that best meets the consumer’s needs.  Now, the school could effectively do the same thing by charging you for the advisor’s time.

The same thing happens with the revered “free estimate” that many consumers request.

Any “estimate” takes time, and that time must be compensated in some way.  The contractor that gives free estimates just wraps that time into the cost of overhead.  Meaning, that if you sign a contract with ABC company (which gave you the free estimate), you’re paying – in overhead cost – for your estimate, and the 3 estimates before you that did not sign contracts with ABC.

There is another argument against free estimates that is, in this this author’s opinion, of greater weight than the first.  By pushing the cost of time for the “free“ estimate into overhead, the salesman will, by default, cut corners on the time spent researching the projectand preparing the estimate.  Now, some projects do not require a great amount of planning.  A sink drain replacement, for instance, will take 3 or 4 pieces of plumbing, possibly some glue and putty, and 30 minutes for a professional plumber.  For the sake of this article, projects of such straightforward nature will be excluded.

This brings the subject around to a “simple” porch addition with exterior living space and a ramp recently completed by this firm.  Please recognize that the scope of the project did affect the cost of planning.  The cost of planning and designing this project was less than, say, that of a whole house renovation.

However, the client paid for the direct cost to their project of planning and designing their project, and they received the adequate service and ideas needed for their project.  Solutions were found that had not been seen previously, and both contractor and homeowner were able to see exactly what was discussed and planned.  What began as this “simple” project had some not-so-simple issues which required attention that no “free estimate” could have addressed.

So many times, a homeowner says, “my project is just a simple addition.”  Typically this means, “I want a free estimate” or “I won’t be paying for designing or planning services.”  As respectfully as possible, experience has shown that there no simple projects, and no project is small enough that it doesn’t need planning.  No, this is not arrogance speaking, but experience.  To say that this level of planning is not needed because “the project is too small”, ignores every homeowner’s basic need to manage both look and cost of the project – at the same time.

Yes!  This article again, unashamedly, is promoting Design/Build.  In the spirit of the upcoming US Open, Advantage Homeowner.

• See what the homeowner in this article thought about this Design/Build process.
• Learn how the Design/Build process helps homeowners control their project.

Today, I found a list of items that someone else posted to try and help people find a professional.  I’d like to address this list and hopefully give some perspective.

• No Contract Labor – Make sure the people performing the repairs work for the company.
• Financial Commitment – Does the contractor own or rent his equipment?
• Supervisors on Site – Is the company large enough to provide full time supervision, or will the crew be dropped off at your home to do the work?
• References – Make sure references are not hand picked.
• Warranties – Warranties are only as good as the company that offers them. A reputable company who has been in business for at least 25 years should be your best bet.
• Insurance – Ask for current insurance certificates.

First, No Contract Labor.  I do understand the intent of this point, but disagree with the premise.  Generally, sub-contractors are experts in their field.  If someone cannot control a sub-contractor for purposes of quality, how can they say they can control an employee?  The same personnel system that controls quality for employees should control the quality for sub-contractors.

Financial Commitment – does the contractor own or rent their equipment.  I’m not sure what this would prove to a homeowner.  Surely we all agree that a contractor most likely doesn’t rent his hammer, tapemeasure, shovel, etc., but some equipment is specialized.  A light hydraulic trac-based power machine can be used to pull landscaping out, without tearing up the rest of your lawn like the bob-cat he does own.  Now, renting equipment might affect the time schedule, but the financial commitment doesn’t make sense at this time.

Having supervisors on site would be important.  Knowing who can make decisions is vital in case you have a question or need to make changes.  This supervisor is the link between you, the field crew, and the company.

References are important, but I am curious how to ascertain that they aren’t hand-picked.  When a company is handing you a list of references – whether there are 3 or 100 on that list – how do you know that these are not people who are hand-picked.  Now, getting a referral direct from one of your friends or neighbors is a different story.

Getting Warranted work is important, and having a track record of business history can help ease your concerns.  I cannot argue with this point, but make the observation that I’ve know of many companies that do excellent work who have been in business for less than 25 years.  An important perspective is to see if this company is financially stable enough that it will still be around during the warranty period.

Seeing a contractor’s proof of insurance is very important.  If they don’t have it, your insurance will be liable if someone gets hurt on your property.  Another item to check is bonding and / or licensing.  Not all jurisdictions have bonding or licensing in the trade that you need, but be sure to ask.

I may not agree with someone else’s points, but I’m sure that both of us intend to help homeowners make the right decision, and reduce the instances of Contractor Hell we all dread.

A search on Facebook or Twitter can yield conflicting reports.  Many companies are creating their “Facebook fan club” or tweeting about the latest product or project.  Yet recently, some friends on Facebook replied to a question about their first thoughts on “remodeling”.   The responses ranged from “expensive” to “dirty” and “tiring”.

So, if you want to update your home, and you aren’t planning to do it yourself (or maybe you will hire part of it to be done), how does one select a contractor?  Selecting based on price will almost always lead you in the wrong direction!  But how else can we base our decision?

In Remodeling: Where did Customer Service go? three questions were raised as a starter to answer the question of how to select a contractor.   1) Did the person listen to me, 2) can they prove it, and 3) do they have a system that repeats this process?

First, empower yourself by remembering that this kitchen project, bathroom project, family room addition, or whatever are dreaming is your dream and your project!  It is not intentional on the part of contractors and/or designers to talk so much; we just love what we do, and wish to share that with everyone.  During the interview, ask yourself, did this professional listen to your needs and goals.  Did he or she ask pertinant questions about your needs and goals, or just focus on the project?  Remember this, a professional is there to serve you, not your kitchen upgrade.  In other words, the kitchen upgrade is not the professional’s focus (ie: “I’ve done some great cabinets, and I’m sure you want granite with stainless steel appliances right?”).  On a side note, please notice how many times the person you interview puts him or herself at the beginning of the sentence.  Instead a professional will ask what you dream to do in this area; the feeling you want to evoke, and the level of detail you want included.  A professional will gently guide you thru the process of selection without overwhelming you.

Closely tied with the question of “did s/he listen to me” is the question of “do you have substantial proof that the professional listened to you?”  In otherwords, watch for a meeting recap within a day or so of your meeting in your email.  A professional can articulate the basic needs you presented and return that to you in a written form.  This helps you know for sure that this person was listening, and has it written down to refer to your goals later during the process.  When designing a project, our standard procedure requires that we review “the list” to assure we’ve heard our clients wishes.  Depending upon our memory will sink us every time.

Returning the notes to you also gives you the opportunity to correct any mis-perceptions of your needs.

Third, and lastly, be watching for an underlying system that is repeatable.  During any project – no matter the size or price – communication is vital to the success of your project.  This goes back to the first point – empower yourself!  At every point of contact, is the person friendly, helpful, and know how talk with you?

When ABC company promises to return your calls, do they?  When there is a meeting, is that person on time, and do they come prepared?  Has ABC company sent you a meeting agenda prior to the meeting, or use one during the meeting?  Do they use technology (not just email) to coordinate your needs, their staff, and any vendors or sub-contractors for this project?  Can ABC company give you the assurance that they’ve carefully reviewed all options on your project?  Do they ask about your comfortable financial investment range?

By using a system such as would answer these questions will show you that the person you interviewed is a professional.

The stories are sadly both atrocious and frequent.  There is the neighbor who had the case of the missing contractor.  A friend has the Family Circus visit her dining room, complete with muddy footprints on the upholstered dining chair.  The shutters are the wrong size, the dormer is leaking again, the change orders piled on, the project cost more than desired, and the list keeps growing.

I believe the biggest travesty of lost customer service is the mis-handled expectation.  Many businesses are moving too quickly to allow for correct Customer Service.  Oh yes, names could be published, but that isn’t the point of this piece – you know who they are.

With building technology changing, energy concerns growing, and economic maps re-arranging, today’s homeowner has many questions and sadly few answers.  Blindly throwing money at anything is rarely the answer.  Having a well planned project coupled with a professional team is the answer that many owners are experiencing.

It is time for homeowners to be professionally represented by highly trained Design & Build professionals that are acting in the best interest of the homeowner.

But, how can you tell if the team is professional?

I recommend reading the list of what you can expect from a Professional Project Handler.  This boils down to three questions for me.  1) Did the person listen to me, 2) can they prove it, and 3) do they have a system that repeats this process?

Next time we’ll address those three questions and what that means to you.

In the meantime, do you want to avoid the mistakes others have made? Sign up for the FREE list Top-Ten Biggest Mistakes Homeowners Make.  It will make a difference for you!