The other day I was reading an article by a builder lamenting about his homeowner who refused to play by the rules stated in the building contract. It was obvious from the tone of the piece that the homeowner was “one of those clients” — we all have seen them before. But what if we could ensure the homeowner would play by the rules and be part of our system and team instead of an adversary? Maybe the homeowner was not following the rules because the rules were never clearly defined.

Looking back on that problem client, what could have been done better? As a professional home builder we know what it takes to successfully build a home, but why do we assume the homeowner understands the same? They are not builders. Homes are not their business. That’s why they hired you.

Most builders have clear procedures spelled out in their building contracts. They have probably added paragraphs and addenda over time to address specific problems that have arisen over time. But once that contract is signed, how many homeowners (or builders for that matter) have a copy of it available for quick reference? The contract usually is filed away and rarely referred to once the ink is dry. Under the best of circumstances, “quick reference” can be an oxymoron because the contract is written in the language of legalese.

The Solution

So what is the solution? As experienced professionals we owe it to our clients to define the actual process we follow to collect information about the home and execute a finished product. Our obligation is to pull the thoughts and dreams of our clients out of their heads and help them articulate their hopes for the finished project. It is up to us to make sure the process is clear and easy for the homeowner to follow.

Yes, the building contract defines the rules of the legal relationship, but homeowners must have a clear, written checklist to back it up. We should explain their responsibilities. It’s what good communication is all about.
Clients are loo

ing for guidance and direction; we fail the homeowner if we have not defined a clear road map to success. Many builders don’t have a road map. Many builders don’t have a process. If you think you have a process, ask yourself if it is clearly defined and written down. If it’s not, then you don’t truly have a process.

Building the Process