Caution, Warning

Late one Saturday afternoon I received a call from a homeowner that had just fired his contractor. My first thought was :

Danger-Danger!!!   yellow flags     Warning- Warning!!!

He wanted to hire me to finish things up. It turns out he had fired his carpenter which is an entirely different thing.

This doesn’t happen very often and being a contractor myself I was worried that there was a difficult client rather than an incompetent general contractor at the root of the problem.

Turns out the client was right and the carpenter was having all sorts of problems that made it reasonable to take over the project.

1. Chief among the problems was that they were not showing up.
2. The carpenter was used to working for a contractor and had no idea about what being a general contractor is all about.
3. They were giving bad advice that didn’t make sense to the client’s “common sense”

The best part about things is that the client and his contractor parted on amicable terms.

When I arrived I found a bathroom update project that was on the verge of going sideways and was easily altered to create a great finished project.

The root of the issue was that the owner decided to be his own general contractor and had depended upon others to work out the plan to begin with.

He was a veteran of a major remodel and it seemed like a fairly straight forward project. No walls to move, no stairways to build, or anything too complicated. His trades people were doing their thing but there was no leader. In a leaderless environment, everyone does what they think they should do causing commotion, confusion and a bad result.

As I have said in past articles, I applaud homeowners who call individual subcontractors to fix problems associated with their specialties IE: a Plumber to fix a faucet, or an Electrician to fix a switch.

“When it comes to several trades working together to accomplish a goal it is time to call a general contractor.”

Tools of the General Contractor

Here is what I as a General Contractor bring to the table:

1. Experience. This comes from making lots of mistakes over the years and learning from them.
2. Talent. This comes from assembling a group of talented employees that, like fairies and elves, make a lot of work seem like a little.
3. Credentials. Licenses, registrations, certifications, and insurance.
4. Subcontractors. these are the trades people that work well with the general contractor, have a relationship and communicate well together. They also guarantee their work.
5. Relationships. With vendors and subcontractors that get results.
6. Trust. This is the key to the relationship. Trust will ensure a great project.
7. A secondary guarantee. This means that it is the general contractors guarantee also covers the subcontractors work.
8. Organization. This comes from creating a structure, systems, and documentation that handle these sorts of projects year in and year out.
9. Knowing the law and having a contract. It is the general contractors responsibility to make sure the codes are followed to ensure a safe project is being done in your home.
10. Piece of mind. When I as a general contractor say “I’ve got it”, by golly that is what I mean.

At Levco Builders LLC. we are general contractors that specialize in remodeling in and around the Boise Idaho area. It is what sets us apart in the region. We make adding on to your home or upgrading it an enjoyable, collaborative, journey. Get rid of your general contractor phobias, let us show you what a great remodeling experience can be like. 

Your comments are welcome. To ask questions or get more information about remodeling, email me directly or visit our contact page.

Spin The Wheel

I just had two customer experience adventures and, being a very observant person, I thought I should quantify them. Although both were OK, one was considerably better. The stakes are higher than you might imagine once something goes wrong. At Levco, we get it!

Every bad experience is an opportunity. Let me repeat myself: every bad experience is an opportunity. At Flying Pie, we said that “There is no better way to learn from your mistakes than by paying for them.” We held ourselves to this rule and our vendors, many times.

In my mind, every interaction is neutral or zero until something happens. Then you get the chance to “knock it out of the park,”.. as Larry (the Manager of 16th and State Albertson’s) used to say. You have a chance to make “a CFL (customer for life)

We now interact with machines and computers and our vehicles, you name it. When something other than a normal transaction occurs, a high stakes roulette wheel starts to spin whether you realize it or not.

Commercial Tire

Commercial Tire

The first story involves tires. I bought 4 new truck tires at Commercial Tire in Meridian. First off, it was a lot of money, so I was paying close attention. The store said I got a free alignment check with the purchase, which established my ability to have the new tires warranted. Made sense. I fully expected that they would naturally find that the vehicle was out of alignment (although it didn’t seem off) and that I would have to pay more to have that done. Sure enough, it was out, and I authorized the additional work. They did fix a rubbing sound by grinding a mud flap, which was a bonus.

Upon picking up the vehicle later that day, I drove off only to find that I had to keep constant pressure on the wheel turning to the left to maintain a straight line. Upon lifting my hand from the wheel, the vehicle would start to arc to the right. Pissed off, I called the shop and explained what was up. Without an apology, the nice lady told me to bring it back and they would gladly repair it. “Fine,” I thought, ” that was an unfortunate waste of time. Did they have the new guy do the work? was their machine out of whack?”

It took a week but I got it back over there and explained the situation. No apology, (Missed opportunity again.) I left my vehicle and got a lift to work. Upon picking up the vehicle, I had to explain why I was there again and told the guy who was holding my key hostage that there was surely no charge, After checking to verify my story, he handed me my key back, completing the transaction, pointing to where my car was. (Missed opportunity Number 3.) The car works fine now. I was left with a blah feeling; I wasted my time as a result of their screw up, and  Commercial Tire surely did not knock my socks off, or learn anything from this series of events.

Results: -5

If zero is a neutral interaction, this was a -5. We had a problem, and they missed all sorts of opportunities to impress me. I left with a low opinion of them. Although they fixed the problem they caused, I am angry that it happened, and I wish they had come up with something clever like, “I’m really sorry Joe, we don’t feel right charging you for this,” or some other spontaneous creative idea)  Am I a loyal customer now? NOPE. Are there other tire stores out there? YUP. Will I ask around next time I need tires? YUP, Will I tell the story if prompted? Yes, I will.

Rembrandts

Rembrandts Coffee House

Later that same day, I dropped into a coffee shop in Eagle called Rembrandts, which was created out of an old church. I had gotten a cup off coffee in a hurry perhaps 8  weeks ago, and when I was on the road noticed that it was only warm. That being a pet peeve of mine, I immediately called the store to complain and to warn them that the pot they had just made was not going to please anyone else. The nice lady apologized and invited me to return right away. That was not possible for my schedule, so she said to let them know when I returned and they would replace it.

I had hung on to that offer for a few months. Returning, I stepped up (during a rush) and ordered a cup of coffee. I then said, ” This is a little embarrassing,” as I pulled out my wallet, “I’ll have that muffin too.” I explained my story and the server said, “Put your money away, your breakfast is on us today.” ” No, I insisted, to which she gave me that look. “Put it away. Thanks you for coming back and letting us know.”

Results: +10

If zero is a neutral interaction, Just the act of replacing the coffee would have been a zero. But no, she gave me a muffin and apologized and, in essence, gets it. We are on the same team. I am now crowing about a +10 interaction. She cares about her reputation and my experience. Are there other coffee shops in Eagle, Idaho? YUP. Am I going to go to any of them? NOPE. I will tell the story spontaneously!

My Name Peggy

Help me teach businesses how to do this right! Don’t just keep quiet, especially if you like the business. Take heed of how important handling problems is. Pay attention to how you are treated, and try some of these techniques yourself. If you are a business owner or manager, see if you are capable of putting yourself in your customer’s shoes. Occasionally, it is painful to pay for your mistakes. Use it as a learning and teaching opportunity, Trust me, the value of a well handled problem resolution far exceeds the cost.

Your comments are welcome. To ask questions or get more information about remodeling email me directly or visit our contact page.

Disclaimer: Some of these images came from the WEB. If they are yours, and you object to them being used, please claim them and I will gladly remove and replace them at once.

If you only knew what could go “Rong” (I think wrong should be spelled r o n g, don’t you?)  in a remodeling project. Anyone who says this sort of thing doesn’t happen on their projects is either lying, hasn’t been remodeling long enough, or has been fired by a client and never got the chance to fix their mistake.

Oh No!

This is a tale of  dismal results that spiraled sideways nearly impacting the ground before we finally pull it out at the last second.

I recently had the misfortune of dealing with the fallout of a very bad paint job.

We were this close to finishing our project and the painting was basic stuff, it was only going to take an afternoon to complete.

The next thing I get is a 5:50PM phone call from my client reporting that the painter had just left but “the paint job didn’t look very good”. I suggested we wait till morning and look at it together.

Next morning I showed up bright and early expecting to see a single fixable flaw.  It turns out that “not looking good” was the understatement of the year. There were runs, streaks and rough spots throughout the project.

The New Mantra

My gut reaction was to have the painter return and fix it immediately. My client was willing and I showed the painter the deficiencies. ” No problem he said” ” I’ll fix it up right now” That triggered  my second visit to check up on how the fix went, still shabby. The pattern continued. The painter was not happy with his results either but I’ll be darned if he could fix it.

This next time he assured me, it is under control, “Joe don’t worry I will come back and make it great, I’m not happy until you’re happy”.

The third time out, I brought my new Project Manager, Josh with me. “Rip it out, we need to start over” he whispered to me.

Being one to give the benefit of the doubt to the professional painter, I allowed him one last time to fix his problem. That is when the client called and said she had had it with the painter. She went as far as to prohibit him from returning.

This could have easily been the end of the project for me. Thankfully, our client gave me one last chance to take care of the problem.

Bottom line is, Levco decided to rip it out and replaced the finish work. We employed a different painter to do the job and it all looks great now. Turns out, there were some valuable pearls of wisdom to be learned.

Let's Start Over

1. Even professionals make mistakes they can’t fix.
2. I could have saved time, and money, had my tolerance been lower.
3. We eventually found a great painter.
4. I got to see what kind of finish carpenter Josh is. (great and fast!)
5. Josh has the personality trait I lack and is not bashful about telling it like it is and getting results.

I have always said, “the highest level of customer service can not be achieved unless there is a problem”.  I am especially proud that we eventually turned this catastrophic failure into a happy ending. In other words, “we always win”  We also got to “show that we care” to our client who is very happy with the results of our problem resolution.

Your comments are welcome. To ask questions or get more information about remodeling, email me directly or visit our contact page.

Disclaimer: Some of these images came from the WEB. If they are yours, and you object to them being used, please claim them and I will gladly remove and replace them at once.

Zen Garden

My brother, Maurice just told me a story of a park ranger that had retired but before he did he mentored his replacement. All in all the new ranger was doing the same thing the previous one did but there was something missing.

The park goers were not as happy, and missed the last ranger, they just couldn’t figure out why till someone noticed the lack of rake marks.

Sure the park was clean and neat, it just wasn’t the same, until the lack of rake marks was realized.

Rake marks left in the sand had a deeper meaning for my brother. We had a great discussion about how we can apply the story and principal into our daily lives, and add it to the culture of our companies.

Leaving rake marks is another way to express a mantra that I hold in high esteem “show that you care”. Perhaps this is easier to understand than  do, we will see.

Rake marks are simply a visible sign that you were there and that you care.

Another Zen Garden

At Levco we have employed this little tactic into our everyday conversations. It is one more way we differentiate ourselves from the pack.

Rake marks can mean a multitude of things;

• Keeping the job site safe and organized.
• Going out of your way to be helpful.
• Doing a favor without being asked.
• Anticipating needs of others.
• Being patient, respectful, and cooperative.
• Straightening out and organizing stuff.
• Making sure everyone working on the project cleans their area nightly, and the place is locked up securely.
• Fixing something that wasn’t on the list.
• Leaving notes.

Basically it boils down to leaving everything you touch better than when you found it. There I go letting my inner Eagle Scout come out again.

A client recently told me this pearl of wisdom. “When You Clean, You Find” He told me of several examples that include all sorts of things to look out for that made perfect sense. I suppose this could be used whenever cleaning is done.

So essentially cleaning is not necessarily a job to be relegated to the lowest man on the totem pole.

Things that are of special interest that have been caught since all we started paying more attention.

Gap In Floor

Framing:

• Level
• Plumb
• Gaps
• Square
• Nails not sunk all the way in
• Fire blocking & drywall backing
• Bracing and backing for grab bars and towel bars

Prior to Insulation & Covering walls:

• Disconnected duct work
• Plumbing pressure test caps still on.
• gaps in insulation.

Final Cleaning

Finish work:

• Gaps in grout, trim connections, under threshold
• Caulking
• Filled nail holes
• Toe kicks & Vents

Final Cleaning:

• Rough surfaces
• Spaces
• Appliances in place solidly
• Painting holiday (thin spot)
• Proper drawer operation
• Clogged aerators
• Light bulbs out
• Over spray
• Scratched windows

The list of examples are endless, the good news is that it even applies to cleaning up the kitchen when you are the last one to use it. Give it a try I am sure you will be impressed with how you feel about your work, never mind about how others view your work.

Your comments are welcome. To ask questions or get more information about remodeling email me directly or visit our contact page.

 Disclaimer: Some of these images came from the WEB. If they are yours, and you object to them being used, please claim them and I will gladly remove and replace them at once.

Neener Neener

Occasionally I get the pleasure of telling folks “I told you so”. Rarely does it cause a stir.

Here is a short story that worked out for all parties in the end.

This case involved an exhausted client and a tile setter that had real life issues.

I should have seen the warning signs, but I am/was too forgiving. The work, when actually accomplished on time, was wonderful. I was given ample warning and had several opportunities to resolve the problem or fire the tile setter, but my fault was that I was willing to overlook the mess, the missed promises, the incomplete work, as well as the crazy scheduling, and leaving several times in the middle of the day.

I “got it” eventually, and now have a real Masonry Contractor, who I love. Oops, I’m jumping ahead.

So, Levco was ending the project, turning into the home stretch of the addition, and the guest bathroom was the final part. That is when the homeowner baulked at having us do the tile work. He essentially fired the subcontractor for me and hired anther “Tile Guy” from out in front of Home Depot. The home owner proudly told me it saved him $300.00 Ah, if only all tile guys were the same, I warned him.

Ya, Sure...I Do Tile Work

I had not heard a word and assumed that everything was fine, until I was asked to return to remodel the dining room. I noticed that the pluming fixtures had not been installed in the guest bath. Confused, I asked why. As it turns out, the owners were so concerned about the shoddy workmanship that they never even put water into the shower pan for fear of it leaking into their new addition.

That was is when they contacted me again, 3 years later. Enough time had passed, I suppose, allowing him to get past the anger of making a mistake. One day, he just tore out all of the shower tile. He was calling to have us return to replace the shower completely.

The project was a huge success and we laugh about it now, but I wish it had never happened. In reality, I gave the owner no option at the time.

As I get more experienced, or the “older” I get, the more I see the big picture. This theme repeats itself with painters and all of the subcontractors, I suppose.

So, if you are an inexperienced general contractor, take my advice.

• Don’t allow a substandard subcontractor to sour your projects.
• Maintain a low tolerance for anything but perfection.

Your clients will appreciate it and your reputation will flourish. After all, the reason they hired you was to avoid gambling with their hard earned money.

Disclaimer: Some of these images came from the WEB. If they are yours, and you object to them being used, please claim them and I will gladly remove and replace them at once.

Hey, You missed a spot!

I have had clients who love to watch the progress of a project. That pleases me. This is usually a good thing if you have the confidence of the client. Once lost it can ruin your will to press on.

Every new client is an opportunity to succeed in knocking their socks off but it is a precious thing that should never be taken lightly or for granted. Once lost it is a painful experience. No job has ever gone so smoothly to not have encountered a situation, so I anticipate it and deal with it as it happens.

The down side is, it can turn into a test of wills, who can outlast who. never mind that the project turns out great, the client may dwell on the negative experience and demoralize everyone with the negative aspects of the process.

Putting the hammer down

Every profession has it’s “You missed a spot” story and remodeling is no exception. My dad tells a story of a client that is being picky during the project so the contractor takes her over to a beautifully painted window stool and says how does this look to you. Surely the woman says that is just beautiful and proceeds to complement the contractor on how smooth and white the surface is. The contractor abruptly pulls a hammer from hits tool belt and hits the stool causing a perfectly round divot to appear. Aghast, the woman shouts out with alarm… why did you do that. The contractors calmly says “Mam when that is fixed and smooth again that is when you will know we are done”

OK, that is pretty harsh, but it is like judging anything before it is done. Remember the best cake in the world if judged before it is done is just a glob of goo. We welcome constructive criticism. There have been multiple times that clients have thankfully pointed out things in time for us to fix. We are not perfect and need everyone to pay attention, Like I always say, “Remodeling is complicated, pay attention”.

This quote, if studied can be taken both ways which is why I love it.

There is no rule more invariable than that we are paid for our suspicions by finding what we suspect. Henry Thoreau 1817-1862

In other words, those that are spring loaded one way or the other… will be most satisfied when their expectations are met.

Our job is simple. We just take a bunch of ideas and turn it into a cool living space using lots of talented labor, great materials and subcontractors. The challenge is to orchestrate everyone and everything to get the job done on time, on budget, and have the process as well as the end result exceed expectations. No problem.

Dalai Lama, what a sweet man

I had the honor and privilege to see and hear the Dalai Lama in Sun Valley several years ago and to be honest, he moved me. I embraced his message of compassion and incorporated it into my life. Although I can always improve here are some of the tips I use and teach to my employees that make sense to me. How we at Levco deal with adversity is what makes us compassionate remodelers.

• 1, We understand that it hurts but refuse to take it personally.
• 2, We constantly reevaluate where we are and what we are doing, all the while realizing that through dealing with the process of making it better, we will learn something very valuable.
• 3, We make every effort to listen very carefully to learn what is behind the message because the majority of folks that are critical have a valid beef. They often have difficulty expressing it in a constructive way. It is up to us to translate the message into something positive.
• 4,We adapt and overcome. We always win. Even our harshest critics usually complement us at the end because we always show that we care. Through the worst of times we are resilient, If we can’t make improvements to our systems or processes we are done. I have turned every bad thing that has ever happened into a learning experience.
• 5, There are folks out there that can’t be pleased. No matter what you try or do. Unfortunately, we don’t always know who they are before we start a project, we look for the warning signs but, like shit… it happens.
• 6, I believe that the highest level of customer service and appreciation can only come from something bad happening. So I never approach bad news or adversity with apprehension. OK, I’ll admit it, “I’ve got that, I’m just looking for the pony” mentality. (That’s a story for another post)

In closing, remodeling is not easy…It is a complicated and difficult way to make a living. Those that do it well deserve accommodation and have my sincere admiration. At Levco we bring a boat load of remodeling and life experience to the table, we are up for the challenges of the industry and are not embarrassed to brag about it.

Disclaimer: Some of these images came from the WEB. If they are yours, and you object to them being used, please claim them and I will gladly remove them at once.

Dream Fluff

As a kid growing up in Berkeley California, there was a place that had a profound impact upon my life. It was a simple doughnut shop on Ashby near College Avenue. It was always a special occasion to go there and I am so thankful for being exposed to great stuff as a child.

My best Friend, and Flying Pie Pizza business partner Howard Olivier always said, “If you were only ever exposed to cafeteria pizza as a child, then Pizza Hut is pretty darn good”. Besides great doughnuts, great bagels, coffee, and fantastic breakfasts, to name a few of my fond memories, I learned that great is what (it) is all about.

Dream Fluff had a special meaning because of a simple poster that was up on the wall for years. I memorized the saying but until now figured I would never see it again. Dream Fluff had changed hands and when I asked about the poster, it was long gone. Fortunately, the donuts are still great.

Speaking of which we need Pastry Perfection to bring back the French Doughnut with Egg in the batter, I guess they are labor intensive and a little more expensive to produce so they rarely make them anymore.

After stopping in at DK’s Doughnuts this morning, I decided to look for the saying on line and low & behold, I found it. Many thanks to the person that posted this.

As you Ramble...

The optimist’s creed by Adolph Levitt, helped shape my being. There are many times that I have felt this way and am thankful for so much. I recall arguing with my physician director at the time, about being a half full kind of guy to which he replied that he was half empty, how sad I said.

At Levco I set out to bring all of the cool things about growing up in the bay area working for my dad in remodeling to Boise Idaho. The level of customer service and GAS (Give A Shit) is unmatched in our region from what I can tell and I feel that it is a big part of my niche.

As part of our internal evaluation process, I ask my employees to give examples of showing that they care. So, in a way, keeping an eye upon the doughnut is what this business is all about.

I was recently reminded about a cool story which I have asked my client to write up in her own words. It was about a disaster that occurred in the east end when a tree fell on her home, but another example just popped up that I need to share.

During a recent HVAC subcontractor meeting at a home, the owner happened to be listening in. We were scratching our heads on how we were going to get enough return air to her furnace. We also realized that her furnace had been starved for air since it was installed 15 years ago. She had to leave before we had settled upon our best option. Later that day, I called her to let her know that we had figured out our best option and that she would have to loose a few inches of her kitchen to accommodate the fix.

Inside

What she told me made my day. Not only did she say “OK” to the modification but she told me that she could feel that I really cared about her home. She went on to say that it was incredibly comforting and reassuring that she wasn’t the only one.

I explained that this is who I am, and these are the subcontractors and employees that I have chosen to surround myself with. This is what my company is all about. “It is like being on stage”  I tell my folks you rarely get to know who is watching but I assure them that we are always being watched.

If you are a perspective client that is looking for someone who operates a company that cares about your home, then Levco and our remodeling team is worth looking into.

As I reflect upon what I do for a living, I often ask… is everything I do satisfying and rewarding? No not always, but most of the time. Do I look for the stuff I am grateful for and celebrate it often when I hit it out of the park? Yup I do. Is this a recipe for fun and satisfaction? Yes, by golly, It is.

I had a crazy realization the other day. No one has ever gotten pissed off at a contractor for finishing a project too soon.

The Ta Da Shot

How important is it for the client to know when the remodeling is going to be done?  I would say VERY! important. What does “DONE” mean anyway?

I despise getting negative feedback on how long any particular remodeling project might, or did take. Essentially, nothing takes the excitement and pleasure out of a creative project’s completion than unhappy clients. (Which I take personally)

Inexperienced remodeling clients only have what I tell them to base their expectations. Traditionally new clients enter into the process with unrealistic expectations. Rapid completion notions are prevalent because of DIY TV shows that use time lapse photography.

Quoting a realistic timeline comes from experience and focusing on all the little things that add time to a project. To be brutally honest, I have always just put my head down and done the work not paying much attention to how long I quoted. When were done, we say TA DA! we’re done! Yes, just like kids doing gymnastics.

I have never felt much pressure to complete by a certain moment in time. I keep the clients abreast of progress and rarely reflect upon the projected completion date. Most understood, however those days are long gone. The pressure is on to be on time. My Project Manager, Ron is now focused on getting  projects done On Time & On Budget.

As a salesman it is in my best interest to quote a short time. As a client, it is important to know when the project will be done. As a business, Levco had better get those two dates close to each other.

Nearing the finish line

“Done” to me has always meant:

substantial completion & entering the punch list phase. Unfortunately, “done” to my clients means “When do I get to relax?” and there are no more contractors calling to say “hey can I get over there to fix a (fill in the blank). No wonder we have problems. Realizing this false dichotomy has made all the difference. To use a racing analogy…The finish line has just moved.

Rather than being a happy joyous occasion to look forward to, project completion has turned into a bogged down, paperwork filled, nightmare of phone calls, visits, and notes that just won’t end. I am going to fix all that, if it is the last thing I do.

As a contractor my clients must understand that when the vendor tells us “the windows will be in in 2 weeks”, what we need to hear is “the absolute soonest the windows will arrive is in 2 weeks”, & there is a possibility that the windows will be late, or wrong, or they may never show up. Fortunately I deal with reputable suppliers, but let’s face it, there are delays for so many reasons they are too long to list.

Punch List

The Punch List Phase is the key to part of this solution. The Punch List is all the “Stupid Little Things” that need to be addressed before the client feels obligated to make the final payment. Many of these S.L.T. can be taken care of while the project is ongoing or as soon as they are noticed. My goal in the coming months is to understand and explain our new way of doing business.

Like my dear friend Howard Olivier says, “numbers that you watch consistently are the numbers which improve”. I believe this to be true. Therefore I am confident that I will create a world class system for my clients.

My multi-pronged approach to a solution involves:

1. Quoting a window of time for completion that is realistic. ( just like pizza delivery at Flying Pie) (DONE)
2. Clarifying what completion means to all parties.( DONE)
3. Incorporating a Client Portal for my web site that improves communication and schedule adjustments and keeps everything in one place. ( DONE)
4. Using time management tools to express scheduling graphically.(DONE)
5. Providing Weekly Project Updates. (DONE)

Slow Down

THINGS THAT DELAY THE PROCESS

Scheduling, I own and operate a small general contracting company and I am at the mercy of my subcontractors.

Things need time to dry and set up.

Clients schedules are a factor because they often are living in the home during the project

The weather is often a factor

Lead times for ordered items can cause delays. Let’s face it, inventories are low at showrooms specialty items are occasionally weeks away.

Speed Up

THINGS THAT SPEED THE PROCESS

Regular communication during the project

Regularly referring to the DOW

Having great subs that do it right the first time.

Not making Change Orders or saying “While you’re at it…”

Understanding that different phases take different amount of time, i.e,. drying time

Having the DOW written clearly.

Having access and having questions answered quickly with a phone call or e-mail.

What does being a client advocate mean to me. It is more than just words… It involves taking decisive action sometimes.

The Depot

The design phase was done and the components were selected in a small bathroom project. The construction phase was in full swing. In an effort to save a few bucks the clients selected a mid priced bathtub from Home Depot. They left the store feeling good about being frugal.

One of my favorite rants is “Like Pizzas, all (fill in the blank) are not alike.” The bathtub came in a box that I recall feeling light but it had a nice picture of a good looking tub. In questioning the plumber after the install, he said “I thought it was flimsy but didn’t want to say anything because the owner had selected it.”

Fortunately, I stopped in at the job site for something and was pleased to see the progress and leaned up against the tub. Although it looked like a tub and acted like a tub it was the flimsiest plastic thing I had ever seen or felt. I thought to myself, in whose best interest is it to leave this tub in place. NO ONE is the correct answer. I immediately told the owners that if we allow this thing to stay it would not last and cost lots of money to replace in the future. Luckily I was able to round up an acrylic one right away so we are in the process of scheduling the replacement early next week.

The Owner is not the expert in our field, they had no idea what they were getting into. Had we built the tub into the tile wall before we brought it to their attention (or worse they brought it to our attention),  I would have felt horrible. The momentary embarrassment the client may feel and the awkwardness of the conversation is nothing compared to the potential upside of being a true client advocate. Sure, it could have gone the other way. My client may have insisted upon leaving the tub but at least they would have been made aware of the situation and made an informed decision.

Cracked Bathtub

I have nothing against The Depot, to be fair, this quality of tub is unfortunately seen in modular homes. My feeling is that it was totally out of character in this application. In my opinion, a shampoo bottle falling would crack this tub. In followup questioning, the display was 7′ up in the air and from that distance it looked like a typical bathtub that you would see in any home.

Did it hold up the project? yes for a little bit. Did it avoid a huge problem in the future YES. This was an Owner Furnished item. There was no warranty on my part other than for the installation so why should I care? Because that is who we are. I define integrity as ” once you know the right thing to do… that is what you do.”

My dream is that with my team at Levco we would have caught this prior to installation and we are working towards that but for now I am especially proud that we were acting as the experts in our field and behaving like true professionals. I often say that we are always on the lookout for examples of “showing that we care”, well this is as bold and obvious as it gets.

Perhaps I am especially sensitive to this issue because I am working on a project where both a tub and the shower are fractured in a modular home. Talk about inconvenience, we will be fixing them one at a time.

This story is especially apropos because many of my remodeling clients are looking for ways to stretch the budget. When I was looking for the replacement tub I asked my sales person at Ferguson, sell me a tub that you would not be embarrassed to sell or soak in yourself. Time will tell, but I believe this story will have a happy ending.

Incidentally, in a post script, The Depot took the tub back no questions asked.

An Old Home

I recently had the wonderful experience of providing my services to a few home inspections. No I am not a certified inspector but I know my way around a home. This all stemmed from the NARI home tour and a family that was anxious to find a home in Boise’s North End, a historic area that is loaded with charm. They had recently sold a home and were currently renting in the North End. They were pretty sure they found the street they wanted to live on and it was just a matter of keeping an eye on the MLS. I discovered through a dear realtor friend Donna Jacobson, that the technology exists to help perspective buyers keep an eye on such a narrow search parameter.

We first met at a stucco home. As I walked through, I noticed that it that had all the signs of being renovated in an unloving way and major attempts to put “makeup on a pig”. The home did not meet my “Has to have good bones” requirement nor did it have the space they needed as a family. I believe that my observations confirmed their suspicions.

The next call I received was an excited call about a potential keeper with plenty of room that they had “locked up” with a tentative offer with contingencies. Upon arrival I noticed a corner lot with a great turn of the century set of neighboring homes. This one had charm and elegance. There was a real home inspector on site too. I performed my walk through and had time to listen to the couple and ask lots of questions. I was able to point out a bunch of stuff that could be fixed and should be fixed. I mainly looked at what could be done to adapt the home to be more livable for them, add energy efficiency and maintain the charm.

An Inspector

Then I received a complimentary copy of the home inspection. Initially I was pleasantly surprised. The inspector was sensitive to the fact that the home was built in a different era and much of the deterioration and or quirks of the home were expected from a home of this age. Sure there were buckets of stuff on the list that needed attention but all in all the structure was sound. I was not as kind, but I get the sentiment. My take is that it has been poorly maintained for years and it shows. I added to the list and essentially reiterated that there are a bunch of “must fix prior to occupying” and another list of things that could be done once they settle in.

After reading the inspection again I noticed a disturbing twist. The inspector was dabbling in making subjective statements about the cost to repair the home and minimizing the severity of things that he had not completely evaluated. The inspection is suppose to be an objective evaluation of the condition at that moment in time and a list of things that should and must be repaired. Incensed by the cavalier inspection report I wrote a scathing letter to the perspective buyers discrediting the inspection. I also included a ball park price matrix to assist them in making a proper offer on the home.

Money Pit

At Levco Builders we try to be as up front and factual as possible. We have found that sugar coating things backfires quickly. Who wants to see the world through rose colored glasses when they are the financially responsible party. As it turns out this family has very little experience living in an older home and it could potentially ruin them financially. Remember the movie The Money Pit? When it comes time to evaluate a home for purchase get an objective second opinion and a third f that is what it takes. These are no times to be making foolish decisions with your hard earned cash. It is a buyer’s market and don’t you forget it.

Broken Tree

At Levco we are always on the lookout for opportunities to knock someones socks off.

Several years ago we had a situation where a windstorm knocked a tree  branch off a house and wiped out the power to a home in a quiet neighborhood off of Warm Springs Avenue. In the dark the Julie called Idaho Power to fix the problem. Upon arrival The lineman could do nothing until the mast that had been torn off the home was repaired. In other words, she would need to handle the problem herself. Nursing a ill husband, who would normally have handled this sort of thing, dealing with a crisis seemed like a daunting task.

As it turns out, Idaho Power can only deal with their power lines from the pole to the mast. Fortunately seeing that Julie was in despair, the Idaho Power lineman handed her my card. I had given it to the lineman a few weeks earlier after a chance conversation during a power line replacement at a different project.

Upon receiving the call I rushed to the scene and discovered that not only did the tree sheer the mast from the home but it crushed her fence and to top things off, it had a bee hive in the middle of it.  We had Julie and her husband stay in a hotel until we restored her power, and I found a bee keeper to remove the hive. We were able to have the rest of the tree removed too because the other half was threatening too fall onto the neighbors home. The fence was eventually rebuilt.

Lineman

For me, the most rewarding part of solving this crisis was developing a relationship with an amazing person I might never have met otherwise. Solving these type of problems and learning from our mistakes, is a theme that carries through my company’s existence. At Levco celebrating our problem solving abilities is legendary. Remodeling in Boise a risky business and not everything always goes as planned. Here are just a few of the situations we’ve found ourselves in over the years. heaters going out, power outage, water spraying in the basement, high water alarm going off, the tile isn’t in the right pattern, there is a leak in my roof. My slogan is “It’s what is wrong, not who’s wrong.”  Solving these real problems is a opportunity to reach that level of service that very few companies can. My subcontractors and I have committed to each other that we will solve these problems in stride. We now and have a proven track record of doing whatever it takes to make things right. How other companies handle these problems? I have no idea, I like to think that is one of the many things that set us apart in this highly competitive market.

Bad Service

Reaching the highest level of customer service can only be achieved through having an above-zero interaction. in other words a neutral transaction can only lead to a neutral impression. Big box stores like Costco are struggling with this situation daily so they try to load up the front of the store with service people and receipt checkers.

At a local supermarket they ask “did you find everything OK?” I often say no, then they’re stumped, or “Is that all you’ve got”?

Truly bad service is an art form. Companies that do this deserve what they get. Yesterday I went through the “drive through” at Starbucks, the woman started by telling me that they have some weird double mocha wing ding of a drink on special that I could care less about…I proceeded to tell her I couldn’t understand what that had to do with the drink I wanted. She then responded with a sarcastic statement. I, instead of escalating, did the calm compassionate thing and just drove on through.

Occasionally I am pleasantly surprised by someone that shatters the mold and is ready and able to take care of business. This is reminiscent of a video I watched years ago at the suggestion of an Alberston’s manager who loaned it to us. What I recall is that it was a Tom Peters video showed multiple examples of above and beyond service. In one case an angry client called to complain and got way up the corporate chain. She was abruptly stopped with a woman who was able to take his problem and explore it together. In the end all he wanted was to talk with someone who cared and listened to his complaint. Once he was satisfied that he told someone who cared, he was content and satisfied. I just had a similar wonderful experience that is worth boasting about.

the Receptionist

After running into dead ends all afternoon on the phone, I called anxiously close to the end of the day to find out about a type of rubber stair tread material that a client wanted but that I had been unable to find in town. The phone was answered by who I thought was a receptionist. She kept asking me questions I asked her if she was a salesman. No she said they had all gone home at 4:30, anxious to get to a salesman I was about to hang up and leave a message but she kept asking questions as if she was going to try to help me.

By the end of the call she had me convinced she could help me and not only understood what I wanted but had several options and a selection of what I needed. This type of service is so rare it deserves celebration. My hat is off to you Jessica Davis at CFI you are an amazing person with uncommon abilities that any employer should be proud to employ. Keep up the great work. At Levco Remodeling, we are all about pointing out “above-zero stuff”

Disclaimer: Some of these images came from the WEB. If they are yours, and you object to them being used, please claim them and I will gladly remove and replace them at once.