Managing Expectations: Stealth costs

What I want to share with you today is one of the biggest enthusiasm-killers to any project, the shock you get when what you had in your mind doesn’t match up with the actual costs. I’m not talking about when you first start your research, although many of you have emailed with your disappointments. I hear you.

What I’m talking about is additions either during the selection process or during the project. You know the type – you decide to add can lighting to your kitchen. You went online to a box store, added the cost of 4 can lights, 4x $ 20.00 per can (and you weren’t in California where you needed fluorescents at 4 times the cost.) You’re thinking $ 80.00, maybe $ 100.00.

You get the bill or change order for $ 900.00.

“What?!?” you say. “Wait a minute; I’m not paying for this! It should have cost 1/8th of that.” Now you’re steaming mad, refuse to pay, hop on the internet and blast your contractor for being a crook.

Hold on. Yes, your contractor was wrong, but not for the reason you think.

One of the biggest common failings in our industry is that we have a tendency to assume you all automatically know what we do AND how we do it. *scratch head* I don’t know why, but we figure just by talking to us, you have somehow absorbed every aspect of our business. Silly, isn’t it? Then we end up all shocked that you would be shocked, because we actually gave you a discount even though we had to drop everything else to accommodate this last minute change and it put us a day behind at another job and now our other client is upset.

Hurt feelings all around, but really? That’s our fault. We need to step it up and recognize no, you don’t know:

• the cans you saw online – that $ 20.00 is just for the trim. They need housing and assembly which costs extra. The bulbs are also on top of this. New price: $ 38.00
• the sheetrock and/or plaster have to be cut for 4 boxes. The ceiling joists weren’t in the right spot and the contractor had to add some framing in the ceiling so that the lights would line up exactly where you want them
• the sheetrock also had to be cut out on the wall for the light switch
• somebody had to go pick up the lights (and Murphy’s Law being what it is, the store was out of stock and there was an extra 1/2 hour drive to another store for pickup. You probably weren’t charged for the extra trip, but when you ask why it’s taking so long, that’s one of the time-killers on any job.)
• you forgot to add in the 2 hours of electrician’s time
• the electrician found a wiring mess buried in the insulation and had to repair it
• someone had to repair the sheetrock
• someone else had to paint the ceiling. If it’s done properly, the entire ceiling was painted, not just 4 small patches(Sometimes it’s more labor taping around a patch then spraying the entire ceiling)
• the mess of sheetrock, insulation bits, and wiring had to be cleaned up

Knowing what’s involved is a big step towards understanding. Repeat after me: Failed expectations are the sole cause of anger. Ommm. *grin*

The last few years, I’ve taken time to explain where the costs come from and if I can, in the early stages, so that the adjustments for both budget and expectations can be made. Sure, I still have clients say: “I had no idea there was so much to this”, but at least they didn’t have any surprises.

And that’s my 2 cents for the day.

Kelly Morisseau

Hi and welcome! My name is Kelly Morisseau and I'm a second-generation CMKBD (Certified Master Kitchen and Bath Designer), and a CID (Certified Interior Designer) for a residential design/build firm in Northern California. This blog, http://kitchensync.typepad.com/, isn't about looking for clients. After 25 years in the business, I wanted to give something back.

Historic District Marketing Using Social Media

FW&D Remodeling Services marketing director, Ned Overton, attended the Internet Success System Master Mind Conference, hosted by Mark Hendricks in Atlanta, GA, starting on October 22, 2009. The main focus of the conference is internet marketing. Attendees enjoyed networking with industry leaders, hands on workshops, special mastermind sessions, and Mark’s famous Q & A session. Mark, pictured at right welcoming Ned Overton to the conference, is one of the few online marketers that offer attendees a special Q & A session to ask any question at all about internet marketing. To learn more about the Internet Success Conference and how you can attend visit http://internetsuccessystem.com.

Previous attendees of the conference stated “This program is truly an educational experience”.

Cindi Dawson of CindiDawson.com said, "I truly benefited from the Internet Success System conference last weekend. I met lots of potential joint venture partners, learned how to create three different types of products very quickly and easily, and had a wonderful time."

Jim Straw, legendary marketing professional, said, “ Anyone who attends this conference will come away improved”.

Pictured left to right is the legendary Jim Straw, Ned Overton, and marketing genius Ken Compton.

The conference covered topics such as How To Develop a Press Release, Article Writing, Developing Video Presentations, and Using Facebook For Business.

“I generally try to get 1 nugget per day at a conference but at the Internet Success System Conference nuggets were flowing like an artesian well”, said Ned Overton of FW&D Remodeling Services.

FW&D Remodeling Services is located in the Fairlington Historic District in Arlington, Virginia.

If you would like more information about FW&D Remodeling Services please visit http://www.fairwd.com.

How To Make Your Fairlington Kitchen Look and Feel Bigger

Do you feel cramped for space? Do you feel restricted when entertaining in your home? Then you should read these suggestions from an experienced design team and Fairlington residents.

Our first suggestion, assuming you live in a Fairlington Clarendon model, is to remove the non load bearing wall and replace the wall mounted cabinets with ceiling mounted cabinets. This makes the most of the space you do have, and opens up the room.

White cabinets or a light finish wood cabinet, such as a honey maple, give the perception of a more open space – dark colors tend to make to space more cave-like.

To add to the open feel, use glass front doors on both sides of the ceiling mounted cabinets. This visual trick keeps the kitchen from feeling closed off, and gives a nice flow from room to room.

Next, install recessed lights to free the ceiling area and focus the cone of light on the lighter cabinets.

There are additional benefits to remodeling your Fairlington kitchen with these suggestions. You now have more counter space. The feel of the open kitchen may spark positive life style changes. You’ll be more receptive to entertaining and perhaps the best benefit; it will increase the re-sale value of your home.

These are but a few suggestions to enhance the look and feel of your Fairlington kitchen.

If you would like to receive more design ideas visit http://www.fairwd.com or, to see completed Fairlington remodels, visit http://www.youtube.com/user/FWDremodel.

Helping to Save the Environment...And your Wallet!

Everyone wants to help out the environment, but sometimes the green alternative can be the pricey alternative. Not the case though with FW&D. We use products that are not only better for the environment, but save money!

Take the Excalibur model window. This is a window we regularly install in Fairlington homes. Made by Alside, these beautiful windows work for you. They feature PPG’s Solarban 60 Low-E glass. Who would have thought that the type of glass in your window could help the environment? But Low-E works year-round to keep your A/C or heateroff as much as possible. In the summer, this cool glass filters in long-wave solar radiation (the cooler rays). By keeping only the hotter rays out, you still get the pleasure of natural sunlight without the scorching heat of the August sun! In the winter, Low-E glass works double-duty: first it lets warm, short-wave rays into the home for natural warmth; then the Low-E glass helps block the warm air inside, rather than letting it seep back out into the winter air.

Excalibur windows also have Argon gas between the panes of glass. Argon gas is a colorless, odorless, nonflammable, nontoxic and safe inert gas. Heavier than air, the Argon gas creates an additional layer of insulation that reduces the transmittance of heat and cold, but not light. Pretty cool, huh?

What do these big words and fancy products all mean? Well, not only do you help save the world by using less energy, you can save yourself a lot of money! Energy efficient choices can save families about a third on their energy bill! WOW! Excalibur windows meet the strict Energy Star ratings set by the EPA and the US Department of Energy.

Isn’t it great when doing the right thing is just so easy?

Fairlington Basement Stair Rail System

Are you tired of the dated 70’s look in your basement? Would you like the perception of more space in your basement? FW&D recently completed a basement stair railing system in a Clarendon model townhouse in Fairlington. If you would like to update the look of your basement, whether you’re in Fairlington or not, then contact your full service remodeling company.

Golden Opportunity Award Recipient Press Release

Arlington, VA – 20 August, 2009

FW&D LLC Remodeling Services of Arlington, Virginia, announced the recipient of the Golden Opportunity award for 2009. Mary Rothenbach is a 2009 graduate of Baylor University with a Bachelor of Arts, University Scholar.

FW&D provides the award recipient with the opportunity to participate hands on in all aspects of business management with a concentration on customer service and marketing. Previous winners continue to work with FW&D in consultation and mentoring the newest recipient.

Mary was selected for her command of written communications, poise and presence in the interview process, and for her ability to formulate and articulate answers to difficult questions.

FW&D LLC Remodeling Services has provided home improvement services including kitchen and bath remodeling, roof replacements, window replacements up to complete additions for Northern Virginia since 2002. Due to a commitment to quality craftsmanship and customer service, the company has sustained growth every year.

If you would like more information about FW&D and the Golden Opportunity award:
info@fairwd.com
www.fairwd.blogspot.com
http://www.youtube.com/user/FWDremodel

Official Press Release can also be viewed on Free-Press-Release.com.

Bath Rooms Are HOT!!

The majority of our business right now is remodeling bath rooms. As a matter of fact we have completed 12 bath remodel projects in Arlington and Fairfax in the past month. Take a look at some of our projects in this video.