The other day I was reading an article from a Builder lamenting about his Homeowner who refused to play by the rules that were stated in the Building Contract. It was obvious from the tone of the piece that the Homeowner was 'one of those clients' - we have all seen them before. But what if we could ensure the Homeowner did play by the คอนโดมือสอง กรุงเทพ rules and be part of our system and part of our team instead of an adversary? Maybe the Homeowner was not following the rules because we never clearly defined those rules.
Looking back on that problem client, what could we have done better? As a professional Homebuilder we know what it takes to successfully build a home, but why do we assume the Homeowner understands? They are not a Builder. Homes are not their business. That's why they hired you.
Most Builders have clear procedures spelled out in the Building Contract. They have probably added paragraphs and addendums over time to address specific problems that have arisen in the past. But once that contract is signed, how many Homeowners (or Builders for that matter) have a copy of that contract available for quick reference? The contract is usually filed away and rarely referred to once the ink is dry. Under the best of circumstances, 'quick reference' is probably an oxymoron because the contract is written in the language of legalese.
So what is the solution? As experienced professionals we owe it to our Homeowners to define the actual PROCESS that is followed to collect information about the home and execute a finished product. Our obligation is to pull the thoughts and dreams of our client out of their heads and help them articulate their hopes for the finished project. It is up to us to make sure that that Process is clear and easy for the Homeowner to follow.
Yes, the Building Contract defines the rules of the legal relationship, but don't we owe it to our Homeowners to have a clear written checklist to back it up? Don't we owe it to our Homeowners to explain their responsibilities? Isn't that what good communication is all about?
The Homeowner is looking for guidance and direction; we fail the Homeowner if we have not defined a clear roadmap to success. Most Builders don't have a roadmap. Most Builders don't have a Process. If you think you have a Process, ask yourself if that Process clearly defined and written down - if it is not, then you don't have a process.
So step one: build your Process and write it down. It is not enough to give the Homeowner a Selection Schedule for making decisions for their home. Answer the questions: How do they make that decision? Who does the Homeowner talk to? Where do they shop? Who is the contact at that vendor? Which employee on our staff is responsible for assuring a complete decision is made? What constitutes a complete decision? What other decisions have to be coordinated with that initial selection?
A Homeowner's Guide or Homeowner's Manual given at the beginning of the project is an easy first step to creating a black and white process for the Homeowner to follow. Explain what happens during the entire construction cycle, explain when decisions have to be made, explain why the decisions need to be made at that time, explain what constitutes a complete decision, explain what the Builder does with the decision and how your team executes that decision. Make the Homeowner part of the system, part of the team.
Define and build a written Process. Give it to your Homeowner in a simple narrative or checklist format. Assign a specific individual on your staff to ensure the Homeowner understands the Process and follows the System. Hold the Homeowner's hand if necessary, provide professional guidance and an understanding shoulder, but always make sure the Process is followed. That is your responsibility as the leader of your company.
At the end of the day, your Process roadmap (or lack thereof) will define your success as a Custom Builder. The additional benefit - the written Process can be shown to potential clients and the Process in and of itself becomes a sales tool. Ultimately you will sell your Process instead of your Product and you will attract clients who understand the importance of 'the rules' and will be much more likely to follow them.
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