What makes a good customer? I am heading into a project where it is important to me to be the kind of customer that makes it easy and rewarding for everybody on the job, and I’d like to know how things look from your side of the project.
I am at the beginning of the design process for an addition/remodeling project. We will re-do the kitchen (including needed structural changes), and adding a bedroom and bath. I already know that what I want is between two and three times the budget I really have to work with. Where it is possible to make up the difference by bartering, I will. For example, the architect I have engaged is doing the work in exchange for my services (I consult on personal effectiveness, project leadership, time management, etc.).
So what makes a good customer? What should I do? What should I avoid doing?
Thanks!
David
Replies
Dave.....sounds like you are starting out as the not so perfect customer already.
To me....a good customer has the exact project in mind.....a good grasp of the process and costs involved.....and has the budget to cover the whole project....PLUS about 20% extra set aside for the unforeseen conditions and change orders and while-you're-here's.
You consult on these very things. You should know how important they are. I'd suggest....if it were my job...that you scale down on paper...before any real work is done. A project on time and on budget starts at the design table.
Unless you are 100% sure that the upfront bartering will leave enough to pay for the building process plus a bit more.....I'm seeing trouble down the road.
Any sub that isn't your best friend is just gonna laugh at the proposed trade. Better have all this figured out and signed on paper before the first hammer is swung.
Back to the perfect customer. Just finished a few weeks with one. Was brought in to trim out an addition my old company built the shell of. The homeowner met with me...as a referal....and saw my portfolio. He trusted me fully to do the work. He knew what he wanted...and for 3 fireplace surrounds/matels..he had groups of 4 or 5 pics with details that he liked.
For the FP's....he just said...here's what I like....make it pretty. I designed them all with no more input from him. He knew the job's were varied in detail....and knew he'd want to make up his mind on last minute details the nite before I got to that project....so he left me with an account at the lumber yard...and offered to pay me hourly.
He was gone before I got there....and home after I left. Just gave me a key. Every moring was a note saying how great everything looked...the days "changes"....maybe a few more detailed magazine pics. He'd call me every day about 10am to see if I needed any thing more from him.
On Fri's...I'd leave the weeks reciepts and my time sheet...and he'd call on Sat afternoon to see if I was gonna drop by with the kid to pick up my check....or if I just wanted him to leave it on the counter for Monday morning.
Always paid in full...on time. He also refered me to 2 of his friends....and he himself.....asked if it was OK if I stayed 2 extra weeks to do additional work he'd been thinking about. In short...real polite...very effecient....treated me as a professional.....and knew that a schedule was a schedule.
He understood that the 15 and 16' long bank of windows would take a little longer to do than the standard size....and the crown in the kitchen would go alot quicker than the crown on the beams that died into the angles of the hip roof. Didn't question when what looked easy took a while....he was content to wait and see if I was on schedule at the end of the week. At the end....he offered to invite me back to take pics after he has it all painted.....and then he'd have time to write a letter of recomendation....and the wife and I could join him in a game of pool on the new table! This is the same guy that would send the crew home with a case of beer to split on the Fri that ended each month when we built the addition.
Telling ya what....he got a great job done for him!
Usually anything differing from the norm causes ripples in the construction world....make sure everyone is on the same page with the bartering. Having the details set and the money on hand is usually the best way to make things run smoothly. Good Luck....let us know how things go.
I have heard of people successfully bartering the entire new house construction and having it go well. Last minute changes would make that real ugly real fast though. Jeff
* Jeff J. Buck/ Buck Construction/ Pittsburgh, PA *
2nd Generation Buck Const, 3rd generation Craftsman
Jeff-
Thanks for your input. You are right that I need to deal with the scope of the project in the design phase... which I mentioned that I am still near the beginning of. As the design phase progresses, we'll hone in on cost estimates and start deciding what to compromise on and what not to. And I won't start the project without the means at hand to pay cash for everything that gets left in.
The 20% contingency sounds about right too, everyone seems to use the same number there.
Thanks again for your comments.
Enjoy,
David
Well David,
To expand on Jeff's very good reply, I would be very reluctant to work with an Owner who, from the start, knows he 's expecting a greater outcome than he's willing to pay for.
Your Architect is willing to trade with you because your job doesn't represent 8 hours a day, 100 % of his income.
Don't expect the same from a trade giving you 40/ 5 aweek.
To answer your question, my perfect customer says to me: (and it happens all the time).....
"Mark, this is what I want done, tell me what to expect in cost and I'm leaving now to go to work to do what I do best and earn the money to pay you. Do your very best for me.......Thank you! What an outstanding job!".........(Smile.....pay.......smile.)
Mark McDonnell
My idea of a good customer is simple
1) know what ya want done
2) Convey that to the contractor and you both understand what is to be done.
3) Leave him alone and let him do his job
4) Dont hawk him ,meaning when you come home from work go through the job and question every little thing that he did. If you knew how to do the job you wouldnt be paying to do it.
5) Trust his judgement if you dont trust him then hire someone you do trust.
6) Pay him on time what you agreed to pay him.
Darkworksite4: When the job is to small for everyone else, Its just about right for me"