Remodeler: Jim D’Alessio, James P. D’Alessio Carpenters-Builders, Deerfield, N.H.
Jim D’Alessio and his workers have a simple plan to keep customers happy: they complete remodeling projects on time and on budget. He says most builders start prematurely then have to make critical decisions on the fly. “That makes the project susceptible to oversights, mistakes, and failure,” he says.
D’Alessio charges for the design process, Phase 1, which includes product selections and pricing. He tells his customers the project can only be completed on time and on budget if they choose products before construction begins. D’Alessio tries to avoid allowances. “Allowances are notorious for causing misconceptions,” he says. A full-time selection coordinator handles shopping with the client using catalogs and samples. The coordinator sets up a spreadsheet that identifies products room by room. The spreadsheet integrates with the company’s accounting system.
Once Phase 1 is completed, D’Alessio and his employees start on Phase 2, the pre-construction stage. This period lasts 15, 30, or 45 days, depending on the size of the project. During this time, employees secure shop drawings, set up the subcontractors, and process purchase orders. For every task, they list the person responsible for the work. All the information is placed in an indexed binder that is given to the field crew.
By Phase 3, the construction stage, the crew has the specifications necessary for the rough-in. D’Alessio handles change orders with the same systematic approach. “We define the scope of the work and cost codes on our computer-generated change order form — it’s like selling another mini-job,” D’Alessio says.
Customers: Geri and Peter Spears
In an industry where companies are not reputed for having well-planned and well-executed projects, Geri and Peter Spears were happy to find James P. D’Alessio Carpenters-Builders. “D’Alessio’s approach to project planning and implementation was more organized and planned than any contractor we’ve worked with before,” Peter Spears says.
Before hiring D’Alessio for their kitchen remodel and addition to the house, the couple had built a new home and had been through several minor remodels. The contractor on the new home project hardly consulted his blueprint during construction, they say, and did not have a schedule. “If we hadn’t been extremely involved, we wouldn’t have been happy with the end product,” Spears says.
D’Alessio, on the other hand, had a detailed chart that included start and end dates for each segment and defined the responsibilities of the contractor and homeowner. Spears used the chart to open dialog when it looked like the project was behind schedule. D’Alessio responded to his concerns by adding a third person to the two-person crew.
The couple found the contract a little binding at times, especially when every change required a formal proposal. They also weren’t aware that they would be billed for the time they spent with the selection coordinator. Overall, though, the Spears were happy with their remodeling experience and appreciated D’Alessio’s analytical approach. “No plan works the way it is initially designed, but a working document helps you address the surprises and changes,” Spears says.
Remodeler: Terry Skilling, Rhino Builders, Kansas City, Kan.
Terry Skilling says customer service starts with a clear understanding of the project on both sides. He gives customers an accurate, detailed work scope that is divided by division and posts schedules that include phone numbers for all the tradespeople.
With Rhino Builders’ four-point guarantee program, customers also know what they’re getting after a job is completed. The first point is the lifetime warranty for workmanship. The second point covers accidental damage for one year. Though the contract gives a cost limit of $100, Skilling says his company generally takes care of reasonable costs over that amount. The third point explains anniversary inspections to check the project once each year for two years. “It gives us a chance to renew our relationship,” Skilling says. The fourth point states that Rhino only installs products with manufacturer guarantees.
At the beginning of the job, Skilling gives clients a warranty book that covers the four points and also explains the remodeling process and maintenance information. Skilling says most design/build firms probably have similar guarantees, but he decided to put his in writing. “It’s crazy not to service someone who is your main referral source,” Skilling says.
Customers: L.E. and Marty Cox
After a lot of research, L.E. Cox and his wife, Marty Cox, narrowed down their list to two remodelers for their kitchen project. The first one was a company they had completed a previous remodeling job with, but L.E. Cox says they did not provide a thorough estimate. The second company, Rhino Builders, was new to them, but the Coxes chose Rhino Builders because of the professionalism shown by Terry Skilling and his employees during preliminary meetings. Cox says Skilling was on time and prepared for every meeting. Skilling also provided detailed estimates that Cox said lessened the risk of additional costs.
Cox was dissatisfied with one of the countertops in the kitchen, but workers told him they couldn’t change it. Cox spoke to Skilling, who came up with a solution that required changing the countertop. Skilling wrote it up as a change order and charged the Coxes, but they appreciated him taking the time to make them happy.
The warranty book, L.E. Cox says, is representative of Rhino’s professionalism. Though they appreciate the lifetime warranty, the couple mostly recalls the supportive atmosphere. “We know if we call them, they’ll have solutions,” Cox says.