managing the emotional homeowner€¦ · drywall sanding “last door knob ... 1-6 months....
TRANSCRIPT
Managing the Emotional HomeownerJANUARY 21, 2015 || 10 – 11:00 AM
Presenter(s): David Lupberger || David Lupberger & Associates, Boulder, CO
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 custom building:1. Crooks2. Money3. Disappointment4. Disruption5. Loss of Control
A Time of High AnxietyFinancial StressEmotional Stress
DependencyMarital Stress
You must put yourself in the homeowner’s shoes.
-Their thoughtsTheir feelings
0
25
50
75
100
125
1st
2nd
3rd 4th
5th
6th
The Homeowner’s Emotional Roller Coaster
Months of ConstructionPre-Construction
Des
ign
Dem
oliti
on
Foot
ings
Rou
gh
Fram
ing
Roo
f Dec
k
Win
dow
s
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
David Lupberger
The 4 Elements of Trust:
ConsistencyHonesty
Promise KeepingReassurance
$1,000 TipsSimple
Documentation
Manage the Process
- The Carbonless Memo Form- Weekly Progress Meetings- The Homeowner Notebook- Onsite Job Book- A Documented Schedule- Trade contractor meetings
The Carbonless Memo Form- Name- Date- Meeting type- Present- Action item- Person responsible- Deadline
David Lupberger
Weekly 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
The Homeowner Notebook
Sections– Project agreement and specifications– Weekly meeting notes– Change orders– Warranty materials– Project pictures– More?
Onsite Job Book/White BoardPlace 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;FloodFireSmoke
A Documented Schedule
A Documented Schedule
Trade Day Coordination
Clients attendOwners and 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
Trade Day Results
- 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 smoothlyYou
make more money- You get more referrals
Sometimes, the best project is one you
don’t get…
The Homeowner from
HELLWhen did you know?
Agree to job proceduresbefore the job starts.
You are the expert.You know best!
How do you Successfully Manage the Job?
By Managing the Emotional
Homeowner!
