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Active Communication
Remodeling projects often end up with angry, warring parties who have experienced a partial or total breakdown in communication. People fear and anticipate this happening during the course of a job. Clear, open communication is crucial to the well-being of the construction process. Active communication helps to form and maintain successful relationships among the parties involved in a remodeling project.
Here is our recipe for establishing good communication before work commences and for nourishing it until completion. Our recipe includes:
- Establish an atmosphere of openness, clarity and transparency. The initial meeting(s) should be casual enough to establish a conversational tone which breaks the ice and sets the stage for more focused project discussions. Consider actually stating the goal of free-flowing communication. What are the parties’ dreams and expectations? For example, how will the owners use the space and do the plans and specifications meet the needs? Do they have fears or construction horror stories that are coloring their approach to this project?
- Be direct about the need and methods of communication. If the owner does not reside at the site how will regular communication be handled? Today we have so many advanced communication tools at our disposal there is rarely an acceptable excuse not to communicate. The challenge is to do it and to do it effectively and regularly.
- Address money issues directly. Money can be an emotional issue. Most customers have a budget for the project. The contractor needs to determine if the budget is realistic for the proposed work. If the budget is not realistic, it should be discussed immediately. Have provisions been made for unforeseen expenses so common in remodeling and renovation work? Has a payment plan been agreed upon? How will the project be financed?
- Establish an efficient means of handling changes to the work. It is almost inevitable that changes to the work will occur. The construction contract should deal directly with this issue through the use of written change order forms. Ideally, change orders can be priced and signed ahead of the actual work. Realistically, this is not always possible. The contractor must discuss with the homeowners the frequent difficulty of pricing a change order on the spot in the field. How will the parties deal with this occurrence? Unavailability of materials, poor weather and late selection of homeowner finish items will generally cause delays in the final schedule of the project. Trust and mutual respect will have to come into play. Delays in the work should also be openly discussed and then documented, dated and signed. All shared written communication should be signed and dated. Careful communication is consistent with the atmosphere of ongoing trust and mutual respect inherent in this process.
- Communicate promptly on difficult issues. It is natural to want to avoid bringing up tough issues. Don't do it! In the end an honest, direct approach is the best policy and is consistent with this recipe. It may not be easy for a homeowner to be told that the “ancient” plumbing will have to be replaced at additional, unanticipated cost. The alternative of replacing the plumbing without a change order is contractual suicide.
- Communicate regularly. Have regular progress communications throughout the project. Use telephone calls, e-mails, faxes, digital photography and video and letters to communicate if meetings are not possible. Each party should be sure to review at the beginning of the meeting or telephone conversation what topics they want to cover so that no one ends the communication with unexpressed concerns. Not all communications need be formal and laden with business issues.
Good practice dictates that the contractor should be actively communicating with the subcontractors, the architect, the interior designer and other important parties involved in the project.
As mediators, we frequently find the parties have stopped communicating or are communicating in a harsh, threatening manner. Our ability to communicate is a great gift. It should not be overlooked as an important tool for a successful construction/remodeling project. And don't forget to enjoy and have fun with the process!