I was visiting with a potential client yesterday and as usually happens (or at least what I like to have happen), they began to tell me about their experience with other contractors. They were pretty passionate about this I could tell, so I told them that as the VP of Remodelers Council of SoCal I am on a mission to professionalize the industry. As they continued their stories I was taking notes and here’s one example: A guy wrote out his estimate in front of the homeowner. On a piece of scrap paper. I’m wincing at this point but I’ve heard of this before. THEN- HE SCRATCHED OUT SOME PRICES AND INCREASED THEM- RIGHT THERE IN FRONT OF HER! Really??? Well, I thought I had heard it all. I wondered what my expression was at that point because I was speechless.
We had a great conversation about the lack of professionalism in the industry and came to the conclusion that it was mostly due to the fact that most contractors (residential remodeling type) have never worked in a professional environment. So white collar meets blue collar and it’s not pretty. There’s a bit of disappointment and frustration on a few levels: communication, appearance, habits, speech, punctuality, etc.
Most contractors I know have a heart of gold and will bend over backward to help someone but this gets overlooked or misunderstood when their unprofessionalism sticks out like a sore thumb.
So here’s my advice and encouragement: hire someone you’re comfortable with and don’t put up with unprofessionalism. Are you ready for this? Take the guy (or lady) aside and in a (professional, of course) way tell them they could improve their chances of making the next sale if they would _______________. If you’re not sure what to say- ask me. That’s what I’m here for. May your next blue collar encounter be an enlightened one!

I proposed in the last post that the best, most realistic way to keep your project on time and on budget was to trust the professional and plan ahead – with a strong emphasis on the word “and”. It definitely takes both to make it happen and the last post was about trust so here’s my advice on planning: like voting- do it early and do it often. Oh the stories I could tell about someone who just decided to add a room or remodel the kitchen and would like to start next month. Seriously. And this is my favorite question “when can you start?” without, what to me would be a much more important question: “when will you be done?” But the point of my writing is not to make fun of clients who don’t have a grasp of the complexities and processes that are involved with remodeling. My point is to educate and create expectations that are more in line with reality which will make the entire process better for everyone.

I can’t overstate how important it is to have a realistic calendar expectations, proportional to the size and complexity of your project. Ideally, I advise a minimum of one year for a major addition/remodel to determine budget, scope of work, material selections and to select a contractor (not necessarily in that order).

The initial planning must be driven by the client. The WHY question should be firmly answered before you can move on to more tangible questions. It is critical from the very beginning to involve a design professional who will translate the WHY and help you fill in the blanks. WHY NOT questions will be a sure way to further develop the WHY of your project. “why do I want to add a bonus room, remodel the kitchen, and upgrade the rest of the house?” may be answered best by starting with “why not sell this house and buy one that’s already what we want?” and so the questions continue until you are confident in your WHY and have established boundaries that will help with mission creep which is a part of almost every remodel project.
I won’t be listing all the minute decisions that are part of planning here. Partly because every project is unique and partly because it wears me out just thinking about it First things first: answer the WHY as thoroughly as you can. Make it bullet-proof from any angle. Marinate on it a little, even let a season pass and you might be surprised how your WHY might change from summer to Fall when the family rhythms change. Next post: planning ahead-HOW? Any questions for me in the meantime?

Some goals are realistic and some are, well…it’s OK to dream. In the world of remodeling where does “on time and on budget” fall? Is this a realistic goal or just a dream? My tongue-in-cheek answer in 5 easy steps: 1. specify everything and have it on site before the project starts 2. anticipate worst case scenario for existing conditions 3. don’t assume anything 4. control the weather and 5. don’t change your mind! Follow all 5 and there will be no surprises. It’s that simple…and impossible.

The alternative (but still try for as many above as you reasonably can) is two steps. Not as simple, but more realistic: TRUST the professional and PLAN ahead.  Trust is a huge word and in these times dominated by marketing from all directions, it’s not easy to know who you can put your full confidence in.  How do I trust someone I don’t know? My top 3: 1) Use your network. Relational equity goes a long way. Trusting someone is easier if they are trusted by someone you already trust. 2) Check their history. 20 years in the industry compared to 2 years is worth something. It may not directly translate into trust but my comfort level is much higher just from the math alone. This should not be taken to avoid hiring someone new. We all had to start somewhere and with me, it was close friends and family that knew my personal character. But still. 3) Listen to yourself. No kidding, it gets downright non-linear. Don’t ignore that small voice that says “something just doesn’t add up here” If you think I’m crazy, read “Blink” by Malcolm Gladwell. That small voice is usually right on, even when you can’t put our finger on it.

Next post: planning ahead