I FEEL THE PAIN
“It’s going to be messy and dusty longer than your patience will probably allow.”
 
This is something I tell every client before we start. I try to set proper expectations. I tell them an expected timeline, set goals, update regularly, and work to keep crews on schedule.  However, the odds of keeping a project perfectly on schedule without issues are low. The only possible solution is to mediate them and roll with the punches. 
 
The reason for this is: construction relies on many moving parts.  It starts with selections.  Clients must select dozens of items and so many choices at once can be overwhelming.  The way we work with our clients is to go shopping with them.  We schedule shopping trips and walk through warehouses with them--helping them to select pieces that work with the full design--as well as determining correct sizes, colors, amounts and necessary accessories. Our assistance during the selection process is helpful as long as the client doesn’t have issues deciding, the vendor has the materials readily available, and the chosen items aren’t on back order. Multiple layers in this step alone can cause delays and do-overs. If the selections process becomes too stressful for a client, we have designers who will do it all for them. 

 

Next, distribution is a beast to tame. The possibility that thousands of items with multiple color options will be available within a few weeks’ time is highly unlikely. We strongly encourage clients to select a Plan B to help alleviate return shopping trips or delays in production due to delivery issues. These delays can be very frustrating.  This step alone can cause lost sleep and stress within a family or a marriage.  
 
Labor and manpower are another layer of the project which can be irritating.  Any time you are dealing with people, you can usually count on at least one “human thing” happening. For example, a laborer may have a flat tire on his way to the job or clients earlier in the day or week may have changed their minds about a detail of their project which then causes a delay for the next client on the laborer’s schedule. Many of the team members involved in the construction process have families; unforeseen changes in family schedules (such as a sick child or spouse) can affect the individual laborer’s schedule. This, in turn, unfortunately causes changes to the project schedule.  
 
Daily production work is how contractors maintain a living. Because of this, many contractors work back-to-back projects. Some overlapping must be balanced due to inspection delays, unexpected issues, or just plain lack of work in his or her specified field of expertise.  With that, a day missed on one project may mean additional days delayed on the projects to follow.  When one specialist on a project misses a targeted timeline, it affects each specialist that follows, and those men and women must modify a schedule to keep daily work flowing.  Unfortunately, every client in line is affected and production delays are the result.
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There are many, many plates spinning in this “circus” that we coordinate every day.  But, as a contractor, I had never experienced the delays and discomfort personally. UNTIL NOW.  
We recently began a remodel on my own family’s kitchen and bath. I had the best of the best on call to help me. However, even with backup plans and dedicated excellent people, delays happened.  
 
Our family’s home renovation was delayed by automobile failures on two occasions, a contractor’s surgery delay, material shortages galore (one Sunday my wife and I had to drive to Memphis to pick up tile not available in Nashville to keep the installation on schedule for first thing Monday morning) and a broken counter top slab during installation…the last slab of its kind in stock after the rest of the counters were already installed. In addition, there were multiple late arrivals of installers and laborers. However, the project still only took five weeks and we got it done under budget.  
 
I write all of this to say, I DO feel the pain! I have now seen the other side and it will most definitely improve my bedside manner. Having gone through the dust, disruption, disarray, and disappointment, I am a better contractor for it. I certainly do not want my clients to experience those things, but I cannot guarantee that every project will be perfect. Once again, this is a multi-layered event. However, I know now from personal experience how to prepare clients and to help them cope with the stress of the process.  
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Can you believe it’s almost September? I heard recently that Starbucks is introducing all things pumpkin spice during the last week of August. Yes, summer is coming to an end and Fall is just around the corner. That means the holidays will be here before we know it.

Historically, October is the biggest booking month for home renovation projects for most construction companies.Contractors talk about this fact all the time. People start to make their Halloween party plans and then begin to think about hosting visitors and large family gatherings in their homes for the holidays after that.

People begin to look around at their kitchens, guest bathrooms or great rooms. They start the process of calling construction companies to ask for estimates during the month of October, gathering information with the idea that the project will be scheduled and completed before November.

However, the timeframe to schedule an appointment, return an estimate, negotiate details, and book a start date is approximately three to four weeks. If a homeowner begins the process in October, the start of any project may very likely not be able to be scheduled until mid-November, with a pre-holiday completion nearly impossible.

This is the reason for this blog. Begin thinking now about your holiday gatherings. If you begin now, we could complete a three-week guest bath remodel before your guests arrive for Thanksgiving. If your family gathers at your home for the holidays or you’re going to be gathering in someone else’s home this year, share this blog as a reminder to begin renovationpreparations now.

Let’s make SEPTEMBER (not October) the month to book your home renovation!

​Just OK is NOT OK!
 
https://www.ispot.tv/ad/IZ6U/at-and-t-wireless-ok-surgeon
 
Would you shop around for the cheapest surgeon when you are getting ready to go under the knife? No! You would seek out the best and most experienced doctor available when you are facing important decisions about your health. So, why wouldn’t you seek out the best and most experienced contractor when you are facing important decisions about your home?
 
Selecting a contractor is very much like selecting a surgeon. The first step is to select the right person for the job, not to make your selection based on the cheapest price. As you would when choosing a surgeon, you would ask friends or family members about their experience and who they would recommend. And just as you should meet and ask questions of your surgeon before going into the operating room, you should meet and ask questions of your potential contractor first.
 
Thoroughly interview your potential contractor. Ask for references. Call the references. Read online reviews. A personal referral from a friend or family member is the best way to find a qualified person to take on your project. However, price shopping is the worstway to select a qualified contractor! 
 
Allow me to explain…as contractors, our trade is much different than a typical retail service a homeowner may purchase. We offer many products and have many options for constructing or installing those products.  This causes some contractors to have higher costs than others.  
 
For example, when you ask three contractors to bid a project, each contractor who looks at the project will have a different method, history, and pre-set idea of how to accomplish the goal.  Many times, the ideas of the three contractors will not match.  Also, the quality or attention to detail will not match either.
 
Have you heard the complaint, “the contractor gave me a price to start, then the price doubled by the middle of the project”? If a contractor’s price is much lower than others’ estimates, that is a red flag.  Either the contractor was not detailed enough, the scope of work was unclear, he didn’t include everything, or he may be trying to land the job and will then add change orders during the project to continually increase the price.  
 
A good contractor should recommend a 20% contingency surplus with his bid.  Every home has hidden secrets and may present additional costs after demo day.  However, if a project exceeds 20% in change orders, either the client has added much more work after the initial project begins or the contractor did not perform his due diligence during the proposal phase. 
 
 
Be aware that many levels of contractors exist.  A good contractor will stay in his or her lane and direct clients to the proper help if he or she isn’t the best fit.  However, there are many contractors out there who just want the next contract to sign, regardless if the project is the best fit for them or not.  
 
Don’t hire someone who cannot show you projects he or she has done which are similar to what you are seeking.  You wouldn’t want to be the first patient for a brain surgeon.  Why would you want to be the first for a contractor? 
 
Just OK is NOT OK! You really do get what you pay for. Don’t take chances when it comes to your home. 
 
 

What does it mean when I say I care about my clients? I feel a strong responsibility toward the people who call on me when they need a project done. I am committed to them, their home, their children, and even their pets. We address everything that is important to them before, during, and after the project. I maintain an open line of communication throughout the process to continue to nurture and grow the relationship. And I sincerely believe relationship is the key. 
 
I think a relationship is a connection, whether it is between two potential mates, between family members or between the client and business owner. The relationship begins during the first call and grows or diminishes from there. Communication during the bidding process, communication through the selection of goods and services, and communication during/after the project is equally important. I do my best to provide the services which create the client’s dreams and do so without causing unnecessary stress or turmoil in their home. 
 
To be transparent, some of my projects have not gone as planned. I have experienced upset clients and have dealt with untenable situations. The answer has been to work with my clients to the very end; always seeking a win-win solution which allows both me and the client to manage expectations or issues. I have done my best to remain caring and respectful of the client’s family, home and property throughout the process. 
 
I think a contractor who genuinely cares for his clients will also strive to explain everything in the best detail possible.  He will collect thorough information and will provide it to his clients in a timely manner.  He will also address issues, conflict, and difficult situations directly and without delay. That is what “caring” means to me as a contractor.
 
I have always disliked the stigma that the word “contractor” carries. I am aware that many contractors have caused mistrust within my industry. I’m sure everyone has a story of a contractor who took advantage of them or of someone close to them. Many of my clients have told me those stories.  I have walked into homes where the clients told me they had to fire the last contractor; or worse, how the contractor took their money for materials and never returned. 
I receive at least a dozen calls per year from people who tell me how bad contractors are and how the industry is full of crooks and liars.  
 
Please understand that everyone who has the truck, the tool bag, and the time isn’t necessarily an experienced contractor. Research his or her background and demand that he or she provide all requested information.  If the contractor is legitimate, this will take minimal time and effort to provide.  If the contractor is illegitimate, you may never hear from him or her again. 
 
Remember, it takes a significant amount of money to complete most projects and the least expensive bid is not always the best choice.  Many of the contractors who end up on the news for theft use “lowest price bait” to reel homeowners in; they are lured into signing a piece of paper and handing over a deposit. After that, the homeowners never hear from these people again. Those are the crooks who create a bad name for all contractors. 
 
Since the construction industry is very much like the Wild West, you should know that your city codes inspectors are the only “sheriffs” that homeowners have to keep any contractor “outlaws” in check.  They require state licensing as well as bonding and insurance to perform work in the state of Tennessee (among others).  The first thing a homeowner should require of any contractor is proof of licensing and insurance. 
 
A good contractor will happily share his or her license, insurance and other information.  This documentation costs them time, energy, and money to achieve and sets them apart from the rest of the “contractors” you may encounter. 
 
Homeowners can verify a company’s licensing online at http://verify.tn.gov. After you verify the license, request proof of insurance with current dates. You can even ask the contractor to include you as an additionally insured party.  This proves that the insurance is current and not in default.  Calling the insurance company directly is also a good verification method. 
 
Online reviews are good places to find positive and negative feedback about potential contractors from actual clients.  Places such as Google, Facebook, Yelp, the Better Business Bureau, and other construction review sites offer great insight into companies and individual contractors.
 
Of course, online reviews aren’t the only referral sources.  Recommendations from your friends and neighbors should carry a lot of weight in your decision to hire a contractor as well. I’ve spent a lot of time and energy trying to overcome the negative stigma of being a contractor by focusing on positive client interactions and by securing referrals from trusted sources. It’s been hard work trying to change the perception that all contractors are bad, but I continue to do my best.
 
After you have verified the potential contractor’s state licensing and current insurance, have read online reviews and have gotten personal recommendations from trusted sources, talk to him or her in person during an initial project consultation. If the contractors you interview do not seem sincere and genuinely concerned about your home and family, please consider hiring someone else.
 
“The Contractor Who Cares” means more to me than just a marketing hashtag or description. It’s how I run my business. It’s who I am.
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​​Should a roofer remove the first layer of shingles before installing a new shingled roof?  
 
Many roofers offer the option of installing a layer of shingles over a single layer of existing shingles on a residential home. The IRC codes also allow one lay-over roof on a single-family residential home.  This means if a home has only one layer of shingles, it is safe for the homeowner to install a full layer of shingles over that roof.  
 
Some people would argue that this just increases the water and weather resistance when it’s done properly.  This is incorrect.  Shingles are designed to work in a system.  Modern asphalt shingles require a layer of underlayment; tar-based felt, synthetic underlayment, or rubberized synthetic underlayment is typical. A roofer must remove a few shingles to even see if an underlayment was installed on the first installation.  If not, this is already an issue.  
 
Also, flashings and counter flashings are difficult, if not impossible, to install properly on a lay-over.  When the shingles land against an end wall or side wall, a flashing is required.  Also, drip edge is required in many cities that have adopted IRC 2015 codes.  If the original roof does not have drip edge, the original roof must be cut back and drip edge applied to the wood below. This causes the appearance of drooping on the ends and edges.  
 
My practice of installing a professional and durable roof is to remove the entire roof system down to the plywood, inspect all of the wood decking and repair or replace any issues.  Once the decking is solid and strong, we install a full layer of synthetic felt underlayment with ice and water shield in every valley, penetration, and flashing area. This layer of protection is sufficient to withstand rain by itself.  
 
Once the underlayment is properly applied, the drip edge is installed on all eaves and rakes (the drip edge keeps water from running down and back around the shingle to the wood beneath, forcing the water flow to move out away from the home).
 
Starter shingles are used to create a starting edge for all shingles.  The starter should be applied to all eaves, rakes, and gables.  Some roofers cut corners here and use cheap shingles, they only use starter shingles on the eaves, or some don’t use starters at all.  

Finally, use a good shingle.  Do not cut corners on brand or material.  If it’s done right, this could be the one and only time you buy a roof.  Do it right. Remember, a roof is the most important thing you will install on your home.  
 
Ventilation is arguable.  Some prefer gable vents and no other ventilation. Some also argue for box (or "turtle") vents along the ridge.  I prefer a solid ridge vent with soffit vents installed.  If your home doesn’t have soffit vents, your roofer should take that into account and advise you to either install an after-market soffit vent system or utilize a different ventilation system to create good airflow through and under the shingles.  Ventilation will increase the life span of shingles and help keep them looking good longer.  
 
Once the vents are chosen and installed, hip and ridge caps should be installed.  Do not allow a roofer to use standard shingles and cut them for ridge caps. The shingles are not meant for this purpose and they aren’t flexible enough for the bends they must make.  Use designed hip and ridge shingles for this purpose and enjoy a long-lasting, worry-free roof.  
 
Many upgrades are available.  Ask your roofer about these.  Some shingles offer streak resistance while others offer hail resistance.  Class IV shingles are more durable and proven to withstand higher winds and hail storm damage.  Some insurance companies even reward homeowners who install Class IV with a discount.  
 
Metal roofs are another great option.  From the classic rib-style metal panel to standing seam metal roofing, the metal panel roofing is by far the best roof a homeowner can install.  It’s the most durable and longest lasting option available.  Metal shingles also exist and offer a metal roof with a shingle appearance.  This helps those homeowners with HOA restrictions who want a metal roof.  Be sure to ask about these options.  
 
Many options exist.  Be sure to see as many as possible and make your home your protected castle. I have plenty of ideas to share.

It’s scary out there.  If you as a homeowner don’t know what to look for, you could be taken advantage of by an inferior roofer. Read company reviews, talk to former clients, get referrals from friends, or walk onto a job site to inspect the work your potential company is performing. DO YOUR HOMEWORK!

“We really liked the consultant who first came to see us to discuss our renovation. But after he left, the project manager took over and we felt like promises the consultant made weren’t kept.”

Many successful construction companies use the salesman/project manager approach. A salesman (or “remodeling consultant”) is the first point of contact for new clients. He meets with the clients to discuss the project, puts a proposal together and then asks the clients to sign the contract.  After the clients sign the contract, a project manager (PM) takes over to perform the scope of work specified.

The problem with this approach is that the consultant is a salesman whose goal is to get a signature on a contract. Though the salesman may have the best of intentions and may have done his due diligence to provide an accurate estimate and submit a great proposal, sometimes the commitments he makes to the clients are more than the PM can fulfill. This often causes the clients to get caught in the middle between what the salesman promises and what the project manager can deliver.

During my time at L & L Contractors, we have always conducted client business with a one-point-of-contact approach. Every project manager is the single point-of-contact for his clients. After a client's initial call, a PM will contact him or her to set up an appointment. The same PM will arrive and discuss the project face-to-face during the initial consultation. After the scope of work is determined, the PM will personally write the estimate and contract for work to be performed. After the client signs the contract, the PM then initiates the work and manages the entire project. The project manager will continue to work with the client through the end of the project.

The biggest advantage to this approach is that the project manager alone is responsible for every commitment made to the client, from the initial meeting until the final walk-through.

Which approach do you prefer; working with a salesman first and then with the project manager or dealing with only the PM through the entire project?