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From Journal of Light Construction, May 2008

Quality, Schedule, Price: Pick Two

By. Walter Beebe-Center

All clients come to the table with a set of unspo­ken expectations, some of which they may not even be aware of. Because these assumptions will inform every decision they make, it's important to bring them, into the open and prioritize them early on. This will help you decide whether you and the clients are a good fit - and it will make the job go more smoothly later on.  One of the most useful tools I have found for clarify­ing expectations is what I call the "priority triangle": quality, schedule, and cost. I want to make sure the clients understand that every decision will require pri­oritizing these three elements, and that they'll usually be able to control only two of them. Do they really want custom cabinets delivered on a tight schedule? If so, that will make keeping the budget down more diffi­cult. Are costs and schedule the priorities? Stock painted cabinets cost less and arrive faster, but quality will be sacrificed to some extent.

Be Clear

While the three terms may seem self-explanatory, I find it useful to define to the clients exactly what I mean by them. "Quality" refers to how well a product works, how beautiful the craftsmanship is, or how broad a project's scope is. "Schedule" usually means how quickly the project is over. At times clients will want a project done by a certain event (a family reunion, for example), or will want to schedule it to coincide with a summer vacation when they'll be out of the house. "Cost" is the simplest: It's relative to the affluence of the client, but doesn't need too much fur­ther explanation.

The trade-offs between these three concepts are obvious to us contractors but can be difficult for some clients to grasp. In fact, reactions vary quite a bit. Some clients give a knowing nod and - after thinking things over for a few minutes - quickly rate their priorities. One couple I met with had bought a new house that would need some work before they moved in. Since they were living in a low-cost rental, schedule wasn't an issue, and they were planning to live long-term in the new place. When I brought up the triangle, they understood immediately and told me their priorities were quality, cost, and schedule, in that order.

To other clients, though, the priority request comes as a surprise. One answer I get frequently is "All three are equally important to me." That's a sign that they haven't remodeled before, and that if I don't educate them on the trade-offs they're likely to be disappointed. The good news is that if I do a good job presenting the triangle concept, they'll have a framework for decision­ making that will carry on throughout the course of the job, and that will help them feel - and actually be ­more in control of the process.

And then there are the clients who are absolutely dumbfounded; the concept is just too new to them. When I get this reaction I provide some examples to illustrate the principles. Often an outrageous example works best: A $40,000 hammered-copper tub would provide great quality but would inflate the budget, while reusing the old tub sitting in the backyard would be cheap but wouldn't provide the best quality. The point is that they need to find someplace on the spectrum between those extremes that fits within their priorities.

Explaining Trade-offs

When explaining the triangle concept I usually start with the trade-off between quality and price, as people tend to get that one quickly. Then I bring in schedule.  If they still insist that all three are equally important, I have to decide whether to keep pushing the point or let it slide until the next meeting.  If I continue to have trouble getting through, I look for examples that I know will come up in their project.  If it's a whole-house remodel, can they be out of the house for a year or do they need it done in six months? On a window­ restoration job, if we can do it in our shop on bad-weather days over the course of a couple of months, they'll pay less than if they need it done in three weeks. If they want a bookcase, I can build and install it in one day, or I can build it in a week and take two days to install it. From a quality standpoint, the two bookcases would obviously be very different. .

Pre-qualification

This conversation is also a big help when I'm trying to pre-qualify potential clients. The triangle concept helps me quickly determine whether I want to work with them. Some people are focused on price and schedule and are less concerned about quality. For instance, a house flipper will be happy if the siding looks good for a year, as long as the work is done quickly and inexpensively. With folks like this, I thank them for their inquiry but tell them that another con­tractor would be a better match. I phrase this in a way that lets them know I'm interested in their priorities.

No one likes to turn down work, but I know from experience that the people who will be happiest with me are those who want quality first and are flexible about the order of the other two. This was true of recent clients who inherited a family home and wanted it fixed up; their standards were high and they wanted a place that would require little maintenance. They were more con­cerned that the doors would be working smoothly in 10 to 20 years than they were with saving money or rushing through the job.

A Flexible Framework

Once I begin working with someone, the triangle concept tends to' come up again and again, because every one of my jobs is custom and a lot of choices need to be made. When we get to specifying fin­ishes and equipment, we can use it to help guide those decisions. Having this framework is particularly helpful to a client who hasn't remodeled before, as it serves as a map through unfamiliar ter­ritory. In the end they always say, "Now I see how it works!"  It's important to remember that new circumstances can alter the balance between quality, schedule, and price, and that you need to let the client con­tinuously monitor priorities. This is especially true when you run into unex­pected problems.  The best way I can illustrate' this advice is by describing what happened the one time I ignored it. We had been asked to install a new wood floor and had ordered some beautiful salvaged yellow pine from out of state. The clients liked the flooring but repeatedly told me that their top priority was schedule. Since they didn't want to live in a con­struction site, we scheduled the job for when they would be away on vacation.  Then the vendor called to tell me that the flooring couldn't be delivered on the agreed-upon date. Rather than bother my clients on vacation, I went ahead and did what I assumed they'd want: I rented a truck and sent one of my guys to New York to pick up the flooring.  We got the job done on time, but there were additional charges. Even though it wasn't a lot of money, the clients were very upset that they hadn't been asked to make the decision themselves. In the end I had to eat the cost.  I do things differently now. When there's a problem, I talk with the clients and we revisit their priorities. After all, the triangle concept is all about giving them control. Forgetting that is asking for trouble.

Walter Beebe-Center is a general con" tractor in Eastern Massachusetts. He owns Essex Restoration, which specializes in custom-home remodeling and historic preservation.

  “If only” … how many times have we prefaced our regrets with an “if only” statement? Many common home disasters fall under this category as they can easily be prevented through routine maintenance, inspection and upkeep. To keep those “if only” homeowner’s regrets to a minimum, follow this advice:

If only I’d cleaned out the dryer vent – Cleaning out your dryer’s lint trap isn’t enough to prevent a lint fire. A lot of lint gets past the lint trap and can build up inside the dryer vent. When this happens, the exhaust vent can become clogged. This in turn restricts air flow and causes heat buildup, which can lead to a lint fire.

To prevent a potential lint fire, have your system cleaned and serviced on a regular basis. The dryer duct itself should be smooth and round without interior screws, which can catch lint and cause buildup.

If only I’d inspected the pipes – Changes in water pressure can signal a problem, such as a blocked or cracked pipe. Sometimes hard water build-up can be the cause, or a frozen pipe. Too much pressure can also cause fixtures, such as faucets and showerheads, to crack and leak as they are designed to withstand only a certain amount of pressure.

To prevent any water damage, have a plumber inspect your pipes if you are experiencing low or inconsistent water pressure. Technology can also help detect a problem. A home automation system will notify you if there is a burst pipe or leak, and can even allow you to shut-off the water remotely.

If only I’d updated the wiring – Overloading circuits and lack of grounding are common problems for outdated wiring, not to mention the danger of a house fire. Electrical wiring is meant to last about 30 to 40 years, so the wiring in older homes needs to be inspected and possibly replaced.

To prevent a potentially dangerous electrical problem, have a licensed electrician survey your home’s wiring and check your electrical panel, and make sure everything is brought up to code.

If only I’d checked for termites – Termites will eat anything made of wood: framing, trim, furniture, rafters and cabinets. Often they’ve done a lot of damage before they are noticed.                 

To prevent termite infestation, regularly inspect your home for signs of termite activity. Look for discolored or mildewed wood as the insects are attracted to moisture. If you notice any signs of termites, contact a pest control professional right away. Also consider purchasing a termite bond, which acts essentially like termite insurance.

I’d only I’d had better bathroom ventilation – Mold and mildew can creep up on you in the bathroom, where humidity and damp conditions contribute to their growth. A lack of proper ventilation and poor tile installation are factors that can lead to the development of mold and mildew in walls and ceilings.

To prevent having to remediate the mold and replace the area around the shower or tub, install a bathroom exhaust fan, which vents to the outdoors. This will help your bathroom to air out properly. Also inspect tile for any cracks that might let in moisture, and, if necessary, repair or replace the tile.

Hire a professional for best results.

Some of the above tasks can be handled by an experienced do-it-yourselfer, but to ensure the safety of your home and family, rely on a professional contractor for any repairs.

From: contractor Connection . com