Navigating Feature Decisions in Home Building: Best Practices for Home Builders and Clients

As a home builder, one of the most challenging aspects of your job is predicting and managing client preferences. Often, clients will fixate on particular features they believe will enhance their home, only to regret the decision once the project is complete. This article explores the challenges posed by these feature decisions and provides actionable advice for home builders to navigate these situations effectively.

Understanding Feature Decision Challenges

Many clients view home building as an artistic endeavor, where personal preferences are paramount. However, there are instances where a feature that initially seems desirable can turn into a regrettable choice once executed. For instance, a wealthy pizza magnate's wife, a close friend of mine, was infuriated by the eaves' design in her new, expensive home. She demanded immediate changes, illustrating the potential pitfalls of feature decisions without proper foresight.

Preventing Regrettable Decisions

Homebuilders and clients should avoid making feature decisions unless the feature can be accurately represented beforehand. Predictive representation is key in ensuring that the final result aligns with the client's initial vision. For example, a builder installed pine panels beneath a window, which the customer loved due to its fresh timber appearance. However, the panels became stained and difficult to clean, leading to the client's dissatisfaction and a costly replacement.

Talking Clients Out of Feature Decisions

While it's important to respect and fulfill client wishes, it's equally crucial to prevent them from making decisions that could lead to dissatisfaction. When a client insists on a feature despite your concerns, it's essential to communicate effectively. Use compelling arguments and examples to explain why the feature might not be the best choice. For instance, you can say, 'We did that for the Jones house last year, and they were not happy with it because…' This approach helps clients understand potential issues while maintaining a cooperative relationship.

Effective Communication Techniques

Clear and effective communication is the cornerstone of managing client expectations. Use visual aids such as CAD diagrams to illustrate how the final product will look. This can help clients make more informed decisions. Additionally, it's important to remain patient and understanding. For instance, if a client wants windows at knee height for easier viewing by grandchildren, explain the practical challenges to the actual owners of the house. By stating the reasons clearly and kindly, you can guide clients towards making more thoughtful choices.

The Bottom Line: Customer First

Ultimately, while it's important to discuss feature decisions with clients, it's equally important to placate them and ensure their satisfaction. Adhere to the principle that the customer is always right. If a client insists on a particular feature, be prepared to move ahead with the project while documenting your advice and suggestions in writing. Clients end up paying for any necessary rework, not the builder, which helps maintain a balanced and professional relationship.

By addressing client feature decisions early and thoroughly, home builders can navigate the complexities of client preferences and ensure satisfaction with the final result. Using these strategies, you can mitigate the risk of dissatisfaction and ensure a positive experience for both clients and builders.