When I started my homebuilding career 25 years ago, I worked for a builder that wanted it all. The company demanded quality, speed, service, and (low) price. It didn’t take me long to realize that while these were admirable aspirations, not all these ideals were achievable. Something had to give.
Everyone wants all four components of quality, speed, service, and price, but there is going to be a reason for the lowest price. Either quality, speed, or service are going to take a backseat to price and sometimes it is more than one component that is sacrificed for price.
Quality is one of the most important components for us. We encourage our clients to look closely at the work we’ve done and affirm that they are pleased with the workmanship. Not only do we want things to look good, but it is equally important, if not more important, that our design and craftsmanship stands the test of time. We offer a warranty but do our best to avoid the need for warranty calls.
Speed is important, but there are times when deadlines are missed. What we won’t do is sacrifice speed for quality. We’d rather explain why something took longer than expected than deliver an inferior product. We communicate with our clients on a weekly basis at a minimum to update them on the progress of their projects. It is not uncommon for projects to take longer than anticipated, but I can’t remember ever having any complaints from our clients when they do. If a project takes longer, there are usually good or at least understandable reasons – weather delays, sub-contractor schedule conflicts, unforeseen conditions, changes requested by clients, supply chain issues, etc. A construction schedule is a constantly moving target, especially with custom work and schedules are updated weekly, often daily, and sometimes hourly as the process unfolds.
Service is another component that ranks up there with quality for us. We do our best to attend to our client’s needs before, during, and after construction. Communication is critical and we are always a phone call, text, or email away. As a small company, there aren’t layers of management to work through. It’s not uncommon that if a project manager encounters a problem, Stephanie or I are on-site within hours to find a resolution.
Price is something I had to learn the hard way not to compete on. It didn’t take long in running my own company to realize that everyone naturally wants the best price, but still expect quality, speed, and service. I was (and am) unwilling to compromise on quality and service and found myself losing money as a result. While it was satisfying at first to get sales, because our price was too low for what we offered, it wasn’t a sustainable business model. We no longer strive to be the cheapest. We leave that to the competition that sacrifices quality, speed, or service. What we do strive for is to deliver good value. We charge at or below market value for the level of service and quality product we provide. Very seldom is the cheapest price the best value.
Don’t make the mistake of thinking you can have all four qualities with one company. What is important is that you recognize what is important to you and choose accordingly. If cost is more important than value, then go with the lowest price. However, if you expect quality and service, choose based on what you truly value.