DSR Builders of Greer, South Carolina is the contractor for the Bacon’s home. Owner, Dave Sarkela shares with us his thoughts on creating a good builder-client relationship and keeping the construction process flowing smoothly.
AH: Who is your ideal client?
DS: Someone that trusts the builder to do his job. You hire a builder for their experience. Hopefully you’ve checked references and seen their work before you sign the contract, but once you sign we like to use our experience. We know what works and doesn’t work in the field and our job is to guide you. I also like clients who are willing to spend a little money and make changes as the job moves along. I enjoy helping them add those personal touches to make the house their own.
AH: Speaking of changes, how do you handle change orders?
DS: If our client wants to make a change I try to get it done and make the change the best possible solution. They communicate to our job foreman or to myself by e-mail or phone what they need to change. Our policy is to price the cost of the change to see if the client wants to move forward. When they agree to the extra cost I like to get it on paper or e-mail so we do not have any confusion, and we put all of our clients changes on a spreadsheet to keep track of them. If they make a major change we may ask them to pay for the change order in advance, depending on the contract terms.
AH: Do most clients stay within their original budget?
DS: Most people have a hard time sticking to the initial budget because it’s human nature to want the nicest things you can get, so that tends to make people go over. Most people I’ve worked with stay pretty close to it. Some people have the money to spend without feeling a financial pinch, and in that case I don’t question their decision. In cases where I know the client is watching every penny I make sure they understand that they don’t HAVE to go over. We will work with them to find items that fit the budget that they will be satisfied with. I’ve done some houses where people want the core price and then they dictate the budget as it goes along and they add to it to pick out the nices things they want. But most people want the final price up front and to know what they are going to get for that price.
AH: How is communication handled with the client?
DS: The main point of contact for our clients is their job foreman. The foreman will have the most day-to-day communication with the client and will answer their questions, handle walk-throughs, and get them in touch with subcontractors or product suppliers when needed. I am always available to my clients as well if they need me for any reason. They can call or e-mail me and I’ll help them out with whatever concerns they may have.
AH: How do you resolve disagreements with clients?
DS: I ask clients to communicate with me as soon as the problem comes up so we can address it. I take a common sense approach and try and compromise and communicate. Most problems can be solved with open communication, honesty, and a willingness to compromise.