5 Steps to Clear Communication. David Lupberger [email protected] 303-442-3702.
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Transcript of 5 Steps to Clear Communication. David Lupberger [email protected] 303-442-3702.
5 Steps to Clear 5 Steps to Clear CommunicationCommunication
David Lupbergerwww.RemodelForce.com [email protected] 303-442-3702
Getting everyone to “play nice!”
› The Homeowner› Documentation› Coordination› Pre-Construction Ground Rules› Weekly Progress Meetings
The Homeowner…
THE FAR SIDEBy 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 Financialand 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 Don’t trust contractorscontractors
Homeowners are scared of remodeling and don’t trust contractors:
1. Crooks2. Money3. Disappointment4. Disruption5. Loss of Control
A Time of High Anxiety
Financial StressEmotional Stress
DependencyMarital Stress
Do you REALLYunderstand their
Fear Factor?
You must put yourself in the homeowner’s
shoes…
Their thoughtsTheir thoughtsTheir feelingsTheir feelings
0
25
50
75
100
125
1st
2nd
3rd
4th
5th
6th
The Homeowner’s Emotional Roller Coaster
Months of ConstructionPre-Construction
De
sig
n
De
mo
litio
n
Fo
otin
gs
Ro
ug
h
Fra
min
g
Ro
of
De
ck
Win
do
ws
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
MO
OD
LE
VE
L % Heating
Plumbing
Electrical
Bills for ExtrasRough-ins
Insulation
Drywall Hung
Documentation…
The $1,000 Tip
SimpleSimpleDocumentationDocumentation
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 copyEveryone 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…
Thank You for Attending this
ProgramFor more information, visit
www.RemodelForce.com 303-442-3702