Managing Expectations With Clear Communication
In this episode of NS Builders Podcast, I explore how you—as a contractor or a homeowner—can manage or oversee an aspect of a project that you don’t have personal experience with. For example, as a builder, you hire a subcontractor to put in a foundation, but you’ve never done concrete work yourself. Or, as a homeowner, you hire a contractor to build or renovate your dream home, but you have little experience in the building trades.
These situations can be challenging. However, there are a few key things you can do to manage your expectations and see the project through to a successful completion.
MANAGING EXPECTATIONS WITH CLEAR COMMUNICATION
Be proactive in your approach to communication. If you fail to clearly—explicitly—explain to the builder or contractor what your expectations are, they may not be able to deliver what you want. They can’t read your mind. And vague terms and descriptions are open to interpretation. A “modern” kitchen may mean very different things from one person to another. Or asking for a “red” front door—dark red, fire engine bright red, Santa Fe rustic red? See the problem? If you don’t get specific, you’ll likely be disappointed.
Don’t be stingy with giving out information. Share and overshare what details matter the most to you, what level of craftsmanship you’re expecting, and what realistic time frame you need the work completed by.
MANAGING THOSE MORE EXPERIENCED
At times you will find yourself managing others who are much more experienced than you are. You have a ton of skills in home renovation, but tiling is just one thing you haven’t gotten the chance to learn. So how do you manage or oversee a sub you’ve hired to complete the tile work?
In a word—humbly. There’s no shame in being honest about the fact you know next to nothing about a particular trade or aspect of it. It’s as simple as saying, “Hey, I’ve been a carpenter my whole life. But I’m not familiar enough with the steps involved in an amazing tile install. Can you walk me through it? What do you need from me? How can I help you work efficiently?”
And then be prepared for the list of needs and wants they will give you. And if you don’t know what a particular product is or where to find it, ask them. Which brand do they prefer? Where can you get it? How much is needed? Or did their estimate include all materials and labor? Ask lots of questions to make sure you know what is expected of you and what they promise to deliver. Leave no room for guesswork.
SPEAK UP
Especially as a homeowner, make sure you speak up and ask all the questions that matter most. Express that it’s important to you to have at least a basic understanding of how or why something will be done a certain way. Outline a few things that are most important to you. Share pictures that demonstrate the finish, the color, the proportions, the hardware, etc., so that your builder can see what you are trying to describe. Ask questions such as, “I really like the way this builder on Instagram does tile work. Is this something you can do? How can we accomplish something similar?”
If you fail to speak up and clearly communicate your expectations for the project, you will likely hit some snags. So be determined to openly and honestly initiate conversations. And be respectful of their years of experience and knowledge; taking a kind approach to any discussion always yields a better outcome.
THERE’S ALWAYS MORE TO LEARN
I’ve always approached this industry realizing that I don’t know everything. There’s always more to learn. Some trades I have minimal personal experience in. And when I need to oversee or manage that trade on a much bigger project, that’s where I start asking questions. And admitting I don’t know as much as they do. And that I’m relying on them to address my questions and concerns, working with me in finding a way to achieve the best results. My responsibility at that point is to assist them in getting the job done—not micromanaging.
As a final tip: When you talk with your builder, subcontractor, or homeowner, the goal is always to do so with mutual respect. Dignify your listener with your attention, and they will return the favor.
It’s time to discover what NS Builders can intentionally craft for you! Contact us today to get started on your custom dream home. Together, we can make it happen.
—Nick Schiffer