Earlier this week Steve and I drove out to Weyburn to mark out some options for the basement location for Lindsey & Tyler's house (we are building their awesome 1451 sq. ft custom RTM home as we speak).
Weyburn is about 520 KMs one way from our office, so we had roughly 12 hours in the truck...one of the topics that kept coming up is how much fun we have with our clients. We talked about how our approach (build relationships first, and then build the home) is different, and why it works.
We know from experience that if you get to know your clients first, you can make better recommendations regarding their home. Combined, we've built about 450 homes during our time in the building industry - the funny thing is, none of this experience helps unless you get to know the client fairly well. How can you use the knowledge you've acquired to make a proper recommendation regarding their new home if you don't know them very well? Family size, age of the kids, interests, hobbies, schedules, interests, annoyances, the list goes on and on. The more you know about your client, the better you can serve them.
#NamesNotNumbers is about never taking the personal aspect out of the home building process. Why? Because it makes a difference at every stage of the build.
The awesome painted maple cabinets & quartz countertops I just ordered are not going to be installed in House #2016-08, they'll be installed in Lindsey & Tyler's kitchen. Their boys are going to love eating breakfast at the island.
Here's another example:
Scenario # 1 - The recessed light above the entertainment center in House #2016-08 is 1" off center, no big deal right? It's just an inch!
Scenario # 2 - The recessed light above Lindsey & Tyler's entertainment center is 1" off center. Shit! We can't leave it like that, we promised them it would be done right, we better get Rob (the electrician) back here.
See the difference?
We become friends with our clients, we get to know them. We start a group chat with all of our clients so that we can all stay on the same page before/during/after the build (this is super useful, and usually pretty entertaining 😆). This does a few things that directly impact the build:
This approach has a huge impact on our builds, and we are trying to figure out how we can share this with the building industry in general. This industry needs to focus more on the client relationship and we are doing our part to push in that direction.
Have a great weekend!!