5 Steps to Clear Communication

David Lupberger

 Getting everyone to “play nice!” › The Homeowner › Documentation › Coordination › Pre-Construction Ground Rules › Weekly Progress Meetings

The Homeowner…

THE FAR SIDE By GARY LARSON © UNIVERSAL PRESS SYNDICATE. Reprinted with permission. All rights reserved. Suddenly, a heated exchange took place between the king and the moat contractor.

The Homeowner’s Financial and Emotional Investment: 1. Their home is usually their biggest investment. 2. Their home is a reflection of “who they are.”

Homeowners are scared of remodeling and they Don’t trust contractors

Homeowners are scared of remodeling and don’t trust contractors: 1. Crooks 2. Money 3. Disappointment 4. Disruption 5. Loss of Control

A Time of High Anxiety Financial Stress Emotional Stress Dependency Marital Stress

Do you REALLY understand their Fear Factor?

You must put yourself in the homeowner’s shoes… Their thoughts Their feelings

The Homeowner’s Emotional Roller Coaster Months of ConstructionPre-Construction Design Demolition Footings Rough Framing Roof Deck Windows Working Drawings Bids Contract Siding Drywall Sanding “Last Door Knob” Flooring Finished Electrical Plumbing Fixtures Painting Tile Trim & Cabinets PARTY FINAL HIGH & MOVE IN! 1-6 Months TIMELINE MOOD LEVEL % Heating Plumbing Electrical Bills for ExtrasRough-ins Insulation Drywall Hung

Documentation…

The $1,000 Tip Simple Documentation

 Onsite Job Book  Weekly Progress Meetings  A Documented Schedule  The Carbonless Memo Form  The Homeowner Notebook

 Place a job book/whiteboard onsite › After hours, tell homeowners to leave notes/comments in the book/board › With your construction weekly homeowner meetings, let them know that the job book/whiteboard is to report issues/concerns › Only call you in case of emergencies;  Flood  Fire  Smoke

Weekly Progress Meetings…

The weekly Homeowner Progress Meetings  Always start off with the past week review  Do you have any questions or concerns?  This is what we have planned for the next week  We need final paint selections in two weeks  The “Drywall taped” draw will be due next week  Are you sure you don’t have any questions or concerns? Everyone initials the weekly meeting notes and gets a copy

 Sections › Project agreement and specifications › Weekly meeting notes › Change orders › Warranty materials › Project pictures › More?

Jobsite Coordination

 Trade Contractor partners › Meet 2x a year  Discuss expectations and opportunities  We are growing, and need trade partner to grow with us  Breakfast or lunch meeting  Here are our expectations  Dress  Invoicing  Onsite rules  Warranty visits  What do you need from us?

Clients attend Owner & the architect (if necessary) –The Superintendent assigned to the project and the PM –Each of the tradespeople that will work on their project Each tradesperson sits with the clients for 5 to 20 minutes

 They understand the project better  Builder gets a more accurate price  The clients are more comfortable with the builder and subcontractors  The project runs more smoothly  You make more money  You get more referrals

The Pre-Construction Meeting…

Run by the Project Superintendent Explains his (or her) understanding of the project Owner is there as the Salesman to answer questions only The Pre-Construction Checklist

1. The Homeowner… 2. Documentation… 3. Coordination… 4. Pre-Construction Ground Rules… 5. The Weekly Progress Meeting…

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