Remodeling
Success 101

Q: Is it okay to visit the building site unannounced, like on my way home from work, just to check on its progress and see if anyone's there?

A: Out of respect, call your builder beforehand, if only so that he can be there to answer any questions or point out what's been done since your last visit. A building site is a busy and potentially hazardous place, so stay clear of materials deliveries and trade contractors doing their work, and refer all questions to your builder or site superintendent. No activity might mean that your builder is waiting for the next subcontractor or materials delivery, which you can confirm with a phone call.

No matter how many remodeling projects we do, we take pride in every one. In fact, until the project is finished, we take pride in caring for the portion of the home where we are working until the job is done. It is part of our responsibility to completely educate and prepare our homeowner clients to retake the baton of responsibility for the house once the room addition, kitchen remodel, or bath upgrade is finished.

We understand and plan for that transition. It is rarely a clear and clean break. The passing of responsibility between the contractor and a homeowner is a process that starts early and is carefully orchestrated so that everyone feels comfortable and confident in their respective roles.

Ideally, education about the transfer of responsibility begins during the early conversations, even before a contract is signed. For example, we want all our potential clients to know what items are covered under our warranty and how long our warranty is so that this information becomes part of their buying decision.

During construction, we often walk our homeowners through the remodeled section of their home to point out features, building methods and materials. At such times, we may also ask them to make decisions that affect certain conveniences (such as the locations for light switches and electrical outlets) or personal tastes (such as the selection of various finishes). As they take an active role in shaping their home, the clients begin to feel a sense of ownership of the new area.

As the home nears completion, we usually take more dedicated steps to explain our warranty and service policies. Everyone should be on the same page about what to expect, who to call, and what will be done before service is needed. Depending on the project, we normally provide homeowners with a manual of well-organized and easy-to-access documents that explain those policies and procedures.

The final step comes just before completion and occupancy of the remodeled space. A thorough walk-through of the new or updated section of the house with the homeowners is essential so that we can explain how to properly manage and maintain its various systems. From setting the thermostat to tilting the sashes of the new windows and everything in between, this hands-on orientation is a critical step in the process of passing the baton of ownership and responsibility.

After occupancy, we put our warranty policies and procedures into effect. Although it's important to respect and follow those protocols, smart companies make reasonable exceptions to accommodate (and further educate) requests by homeowners that fall slightly out of the realm of the stated responsibilities. In other words, we want to make sure that our homeowner clients are equipped and confident to take on an increasing amount of responsibility for the home's care and maintenance as we slowly but decidedly step away.

Ultimately, and certainly after our stated warranty period has officially ended, it truly becomes the homeowner's house to manage and keep. That's not to say that we abandon our owners! In many cases, we offer "continuing education," if not formal service calls, to answer questions and to help our owners truly and fully make the transition.

Despite the pride we feel once remodeling project is finished, we understand that it is not ours to keep. Instead, we look forward to passing that baton of responsibility to homeowners who are educated and passionate about protecting the investment they've made.

Warm regards,

info@highcraft.net
www.highcraft.net

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