How to Support First-Time Remodeling Clients During Project Work
Pros share their best tips for maneuvering homeowners through uncharted remodeling project territory
Homeowners remodeling for the first time may require more preparation and guidance through the process than experienced remodelers. In part one, general contractors and design-build pros shared their advice for helping first-time customers through the planning stages of a renovation project. Here we get their best advice for guiding these clients through the construction phase. Take a look at these five tips for giving clients a smooth experience from construction to completion.
Explain the Nature of Supply Chain Issues
Current lead times on materials needed for home renovation projects can be from weeks to months, causing serious delays on projects. Homeowners need to understand the severity of supply chain issues so they can manage their expectations for the length and complexity of their remodel. “Especially during this extended period of supply chain uncertainty, setting expectations from the beginning and overall quality communication helps make the process go smoothly,” says Francisco Gomez Palacio VI, owner and founder of Integrated Home Improvement.
Explain to clients that lead times can cause unexpected delays and other problems during the project. Sharing this upfront should help put things in perspective.
Current lead times on materials needed for home renovation projects can be from weeks to months, causing serious delays on projects. Homeowners need to understand the severity of supply chain issues so they can manage their expectations for the length and complexity of their remodel. “Especially during this extended period of supply chain uncertainty, setting expectations from the beginning and overall quality communication helps make the process go smoothly,” says Francisco Gomez Palacio VI, owner and founder of Integrated Home Improvement.
Explain to clients that lead times can cause unexpected delays and other problems during the project. Sharing this upfront should help put things in perspective.
Prepare Clients for Construction
Start by setting a target date for construction, then give the homeowners clear instructions on how to prepare for their remodel. “Depending on the project, a homeowner may need to remove all items from kitchen or bathroom cabinets, or any other furniture that we’ll need to move to lay floor tile, for instance,” Palacio says.
It may be helpful to have a pre-construction meeting with the client, during which you discuss safety concerns, noise tolerance and limited access to living space. “We talk about where they are going to live and work during our planning process, and about how they will prepare to pack and move their belongings,” Bettinger says. Her team also sends clients a document with more details on how to prepare for construction.
Start by setting a target date for construction, then give the homeowners clear instructions on how to prepare for their remodel. “Depending on the project, a homeowner may need to remove all items from kitchen or bathroom cabinets, or any other furniture that we’ll need to move to lay floor tile, for instance,” Palacio says.
It may be helpful to have a pre-construction meeting with the client, during which you discuss safety concerns, noise tolerance and limited access to living space. “We talk about where they are going to live and work during our planning process, and about how they will prepare to pack and move their belongings,” Bettinger says. Her team also sends clients a document with more details on how to prepare for construction.
“Sometimes there are things that can’t be determined prior to demolition,” says Ron Sagi, office manager at MY Home Builders. In these cases, share your findings at each step of the way to keep clients at ease, then create a plan for how to move forward.
Once construction is underway, remember to keep the homeowner informed. “We call the clients on a daily basis to inform them when the next workday will be, who will be there to perform the work and what will be done while our company will be at your location,” says Andrew Baker, business development manager at ING Construction.
Once construction is underway, remember to keep the homeowner informed. “We call the clients on a daily basis to inform them when the next workday will be, who will be there to perform the work and what will be done while our company will be at your location,” says Andrew Baker, business development manager at ING Construction.
Keep Calm When Things Get Tense
Remaining level-headed when homeowners are upset is important for keeping a good working relationship. Sometimes clients can be unreasonable, but active listening and responding with empathy can help calm their anger or frustration. “Listening is the key. Homeowners don’t get upset for no reason,” Sagi says. “Make sure you are taking care of all the issues — after all, we improve their homes, which affect every aspect of their lives.”
Keep your eyes on the prize. “It’s all about taking a deep breath, going through the rational options for moving forward with the client and then executing on the chosen course of action,” Palacio says.
Remaining level-headed when homeowners are upset is important for keeping a good working relationship. Sometimes clients can be unreasonable, but active listening and responding with empathy can help calm their anger or frustration. “Listening is the key. Homeowners don’t get upset for no reason,” Sagi says. “Make sure you are taking care of all the issues — after all, we improve their homes, which affect every aspect of their lives.”
Keep your eyes on the prize. “It’s all about taking a deep breath, going through the rational options for moving forward with the client and then executing on the chosen course of action,” Palacio says.
Don’t be afraid to tell clients when they’re wrong, but keep a respectful tone. “Honesty works every time,” say remodeler Gregory P. Sforza, president of Done Right Remodeling. “People might not like it all the time, but it does work.”
Always Right Your Wrongs
Homeowners new to remodeling need to know that when something goes wrong, design and construction professionals will take accountability, learn how the mistake occurred and get the project back on track. Whether it’s a manufacturing or installation issue, take the lead and get it fixed.
The Staley Transformations team does just that. “As for unforeseen circumstances that can arise — for example, unknown damage found after opening up a wall or floor — I immediately discuss with the client the options and the cost,” CEO JD Staley says. “Once [we’ve] agreed upon the directions, a change order is put in place and both parties sign before we proceed.”
Your turn: How do you support homeowners who are remodeling for the first time? Share your tips in the Comments.
More for Pros on Houzz
Read more stories for pros
Learn about Houzz Pro software
Talk with your peers in the Pro-to-Pro discussions
Join the Houzz Trade Program
Homeowners new to remodeling need to know that when something goes wrong, design and construction professionals will take accountability, learn how the mistake occurred and get the project back on track. Whether it’s a manufacturing or installation issue, take the lead and get it fixed.
The Staley Transformations team does just that. “As for unforeseen circumstances that can arise — for example, unknown damage found after opening up a wall or floor — I immediately discuss with the client the options and the cost,” CEO JD Staley says. “Once [we’ve] agreed upon the directions, a change order is put in place and both parties sign before we proceed.”
Your turn: How do you support homeowners who are remodeling for the first time? Share your tips in the Comments.
More for Pros on Houzz
Read more stories for pros
Learn about Houzz Pro software
Talk with your peers in the Pro-to-Pro discussions
Join the Houzz Trade Program
Keeping the lines of communication open can make your client feel valued and heard. Communicating on a regular basis is just as important as being transparent and clear.
April Bettinger, owner and founder of Nip Tuck Remodeling, believes in talking about the status of a project and the next steps at each meeting with homeowners. This keeps her projects running smoothly.
Be straightforward with the client about everything that’s happening with their home at all times. This can help them to feel confident about the process and their choices.
“The homeowner will have to make critical decisions regarding the final outcome of their project, and they need to know the exact details of everything upfront,” says remodeler Melinda Dzinic, cofounder of Euro Design Build. “They can only do that if they have full transparency from the people they are working with. Most clients get upset when there is no communication or transparency from the people they trusted with the project.”
Houzz Pro software has tools that can help streamline your communication with clients. For example, you can share daily logs, send messages and schedule regular video meetings through the app.
Learn more about Houzz Pro all-in-one business software