Sunday, March 16, 2008

First Contact


It starts with a phone call, any time of day, sometimes on the weekend, even in the middle of the night. Listening is extremely important because an enormous amount of information is available beyond the dialogue. Speaking is equally important because at any moment, for any reason, the prospective client may decide to break off, declining your services.

Admittedly, for me, that first phone call of inquiry is an adrenaline rush of such addiction, fueling my determination to continue my business when a wiser man perhaps would have sooner opted for a different path. In those first seconds beyond recognition that this is a Prospect, the future gleams so brightly. Although it could be just a handyman repair, my impulse is to listen for the words that speak of a large, creative and rewarding project.

If it turns out otherwise, it is important to continue the call with just as much respect, integrity and humor as you would the Dream Client. For it can easily turn out that this foot used to hang a door may still walk through the opening. Numerous times, the conversation during the odd job has revealed that an addition is being contemplated. Or the neighbor, seeing the truck, invites you over to take a look at their house.

Of course, much depends on the source of the call and whether it comes randomly from the Yellow Pages or directly as a result of reputation and reference. Without bragging, a bond must be established, often as easy as recognizing the neighborhood. Perhaps our children have played against each other in soccer, or we love the same restaurant around the corner. Potentially, you are going to make a mess in their home, it helps to show them your humanity.


Once the conversation moves from introduction to detail, I have found a simple form helps to keep on track. For me, it covers the pertinent facts, gets me to the appointment on time, and provides space to write down notes and dimensions for the estimate later.

A long time ago, I had a tendency to rush to impress, obnoxiously eager to the point of thinking I could prove my expertise by finishing their sentences—and would often be wrong. Now I listen. They have been thinking, planning, articulating their ideas. I listen, ask a few questions when needed, and answer with reassurances their uncertainties or insecurities about the process.


Listen to their ideas.
Ask about their needs, their long-term plans to stay in the home. Have they experienced a renovation before? Survey carefully their clues to determine their commitment to the project. Often, I realize, my intuition can accurately read if the client is serious or just dreaming.

In addition to a specific date and time to meet—preferably not today (implied hunger), but within the week—it is important to leave them with a sense of excitement and anticipation of your visit. In the past, it was helpful to “assign” a simple task such as noticing their movement in the kitchen, or a date to the bookstore to look at design magazines.

Now, with web pages to boast, a portfolio brought to the initial meeting is unnecessary because they can see your work in the meantime, and imagine their own project online in the not-so-distant future.

Please share with your friends

Monday, March 10, 2008

Dollars & Sense

My first few jobs in Oregon 30 years ago, I attacked with all the fervor of today’s recyclers.

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We drove 100 miles to retrieve truckloads of used boards for a weathered look on the interior. I always checked the scrap pile for short pieces before cutting a long one. I pulled nails out of old lumber, bent them straight, and drove them into new homes again. There was no name for it then; just common sense and low-budget aesthetics, but some of us were paying attention.


As labor rates rose, the Energy Crisis dissipated, and developments devoured the landscapes, many habits were discarded. At $20 and $30 an hour, a lot of nails can be bought in the time it takes to straighten one. We learned it consumes more energy to drive the 100 miles than to stay put, rough up some planks, and “distress” them with stain and paint.


Now, it swings back the other way, and the carbon footprint has become larger than a site full of steel-toed boots.

Garbage dumps have turned into recycling centers, sponsoring workshops and green celebrations, building a community culture and social network in a small town. Salvage yards are sources for stunning architectural pieces which can be incorporated into new construction. More importantly, the client is onboard, and “green building” is now a requirement on the resume.



Sadly, it does cost more to rehang an old door carefully retrieved from salvage than to install a pre-hung split jamb primed unit—a lot more. Used lumber is cracked and twisted and uneven, making humps in the sheetrock. Better to tear it all out for a fresh, clean line. Engineered studs save trees in the forest, but doubles the price of framing, wiping out the gain and probably quite a bit more painful. We can separate the debris, but does it justify the added truckloads to different disposal sites?

While the focus on Green Building is an important discussion, as builders in relentless competition to hold prices down, we have a long way to go. The truth is that we are taking a lot of the Earth’s resources—whether new construction or renovation—to produce shelter for our neighbors. We are learning that each decision has a consequence and should at least be considered.

And there are success stories.



By chance, I was dropping off a sink at our recycling depot and spotted 600 SF of oak flooring, the perfect amount for my current project. Whoever took it apart knew how to put it together because every single nail was pulled, every piece was reusable. It was stacked and bound together, tongues and grooves aligned, just like out of the box. The cut ends (without tongue or groove) were clearly marked. Although it was stained very dark and worn inconsistently, sanding an oak floor new or used would make no difference. The key was in how it was packaged.


Everyone wins. The wood was salvaged and given a new life. Oak trees were spared. The other guy was paid labor and saved a dump fee. I added a gorgeous floor to my portfolio and my client saved money.

If you are paying attention, some days recycling truly makes sense.

Please share with your friends