March 29, 2002

By Bill Rauser

The know-it-all client.  It’s becoming an epidemic thanks to the incredible amount of information that is available to the public.

As a builder with more than 20 years experience, I have noticed a significant increase in the number of clients who tell us how to do our jobs, rather than utilizing our expertise to their advantage.   

Now, don’t get me wrong—I welcome and encourage client input.  As a matter of fact, without their input and ideas, the team effort of the client, architect, and builder is much less productive and less fulfilling than when the customer is very involved and excited about the team effort.

What I am talking about is different, however.  I am talking about the clients who approach the construction process, whether a new custom home or a remodeling project, as if we are adversaries rather than team mates even though they chose us.  Again, it’s not the fact that they have done research or even have had some experience building a deck or installing their own closet doors; it’s the attitude.

Customers who are inclined to be the know-it-alls take the information they obtain and use it to profess their knowledge—whether to impress or intimidate the builder. 

For some odd reason, they choose this approach, rather than using the information and positioning themselves as educated consumers.  The know-it-alls lose sight of the fact that the information and research they have done can be a valuable a tool in the process of building the best project possible, but it is not a replacement for experience. 

They are so adversarial and set such a relationship that they don’t even recognize that most good architects and builders welcome the opportunity to incorporate the clients’ ideas, answer their questions, and build the best job possible to meet their objectives and budget.

Just recently, for instance, a client told me he wanted a very specific type of roofing.  What he did not know, since the internet research did not tell him this, was that the product is not even available on this coast.  Furthermore, if he had said he wanted to achieve the look and quality of this product, we could have recommended several options that would have even saved him money.  Instead, when we told him about the availability problem, he simply became argumentative.

Again, it became clear that he forgot we are on the same team and the fact that my 20-plus year reputation is based on experience and satisfied clients—a value that just doesn’t come with a printout from a Web site or manufacturer’s brochure.

Again, working with an experienced professional and approaching the project with a team attitude will only ensure the job is done the way you want it.  This includes asking the contractor what aspects of the job you can do to save money.  No business owner in his right mind will fault a customer for such a question, but it’s different than saying that you’re the expert in the relationship.

Last, but not least, remember this:  When there are changes along the way (and there will be), make sure they are put in writing so you and the builder are in agreement regarding the nature of the change and the impact on the budget.  Again, often a builder can recommend cost-saving ideas that will achieve the look you want.  Those saved dollars can be better allocated to products for which comparable substitutes are less available.  

Simply put, be a team and everyone wins.

Bill Rauser is president of Rauser Professional Contracting. He can be reached at 410-833-3883 or br@rauser.com.

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