Interviewing the Expert - Where to Start?

By Ashley Zimmermann, Creative Content Director for @designREMODEL

I recently had the pleasure of sitting down (via Zoom) with John Clark, Owner of @designREMODEL, to discuss some “Frequently Asked Questions” about all things remodeling. The internet has spoken, and people have questions! As a consumer, I also have questions! We thought putting our heads together and creating an FAQ series would be beneficial. In this information age, it is easy to search the internet and find answers, but are they accurate? Are they from a reputable expert? As a consumer, it is unfortunately easy to be led astray, and if it is in the context of a time- and cost-intensive initiative like a home remodeling project, there is a lot on the line, and the consequences can be dire if you make the wrong decisions.

I came up with tricky questions for John, and he gave thoughtful answers. Thus, I’ll be breaking our interview Q&A into two installments. I ask questions about beginning the home remodeling process in this first installment. Where and how does one start this type of project?

Question 1: Where/how should I look for a reputable remodeler?

Once I decide to start my remodeling project, where do I begin? John said word of mouth is the place to start: Ask people you know, friends, family, and coworkers. You can learn from their experiences. 

John also emphasized the importance of “diligent online research,” - finding everything you can before making the first call to a potential contractor, including looking at online reviews. Google, NextDoor, Yelp, and Facebook can all serve as free, valuable tools where you can read honest reviews from former clients. Many consumers love to speak their true feelings online, so you will likely find a wealth of information and reviews to go through. Data is good. Use it! A contractor is someone you will trust with a lot of your money, so doing lots of online and word-of-mouth research is intelligent and strategic.

Question 2: What timeline should I realistically expect to accomplish different types of projects?

According to John, the timeline will vary from project to project, house to house, and company to company. He told me that some projects are easier than others, while others are harder. Remodeling old houses is different than remodeling new houses. More hands might increase overall project speed if a company has more employees. It might indirectly bring other problems, such as less control over the quality of the project.

John also explained that “pre-project planning and decision-making have a huge impact on the overall success of the project .” There is much work done to organize the project. “Pre-project planning and scheduling is something that often takes place out of sight and out of mind for many homeowners and can involve many hours of diligent work and meetings, all of which have to be accounted for in the cost of the project. “

There are often bumps in the road such as material delays or a trade falling behind in completing their part of the project; these delays cause a domino effect that can ripple throughout the project.  

Bottom line: “To have a project go well and to be able to adhere to any timeline requires excellent pre-project planning. Yet, flexibility needs to be built into the project and homeowners should come to expect that delays can and will happen.”

Question 3: What should I look for when viewing a remodeler's portfolio?

The answer to this question was much more straightforward than I anticipated. (And diplomatically, John answered this question with another question.) John said the critical portfolio questions are: “Are the remodeler’s pictures of actual work, or are they using staged stock photos? Do they show work-in-progress pictures or close-ups of their actual work?” Work-in-progress pictures and close-ups are valuable because they will show the homeowner what the remodeler’s work actually looks like. Make sure the photos you see are not merely ‘inspiration’ photos!

Question 4: How many years of experience should the remodeler have?

The simple answer to this question is:

"Skillset, reviews, and references are far more important to consider than looking at how many years someone has been in the trades. In the last decade or so, I have seen more and more specialization in the trades. You now have many companies that do one thing and do it well. Roofing. Siding. Windows. Kitchens & Baths. 

When I started as a carpenter, I did many things from the ground up, which gave me an excellent working knowledge of the different trades and was invaluable when I decided to focus on baths and kitchens exclusively.”

Question 5: What can I do, as the homeowner, through the remodeling process to help and not hinder the process? (how to not "get in the way")

John gave me a few different words of wisdom for this one, including a reminder to trust the professional you hire to do their part on your remodeling project. Remember, the contractor is the expert- not the outspoken social media influencer nor your neighbor who remodeled their kitchen last year. “As moms everywhere have often said, don’t believe everything you read on the internet. Also, don’t let well-meaning friends take over your project!”

It comes back to doing your due diligence, as mentioned above. Check references and ensure you’re comfortable with a contractor before hiring them. Remodeling can be an intimidating endeavor as a first-time homeowner, or as a female, for example. John emphasizes that professionalism in a remodeling company is all the more critical in this situation. 

Using the contractor’s preferred method of communication and responding in a timely fashion is another tip for a smooth operating relationship. Oh, and don’t underestimate the power of an occasional offer of water, soda, or snacks.

Question 6: What boundaries should I establish with the remodeler and vice versa?

Mutual understanding and respect are essential at the beginning of any business relationship. I asked John what healthy boundaries might look like in a remodeler-client relationship. He gave me the following answers: 

“Limit any direct communication text or phone calls beyond reasonable hours. No weekends or late evenings unless there is an emergency. If you have concerns about what is taking place on your project, follow them up with the person you signed the contract with, not the people doing the work. Stay out of the workspace as much as you can. No one enjoys having someone looking over their shoulder, plus this also tends to slow people down as they are often worried that they may make a mistake in front of the homeowner.”

Conversely, the remodeling contractor and employees should respect the homeowner’s space. This includes being mindful of working hours; for example, many trades professionals may want to show up and get to work at 7 am, but that is too early, as many singles and families are getting ready for work or school at that time. On occasion, a homeowner may receive a request for a trade to start early, but that should be the exception rather than the norm.

Question 7: If I am unhappy with an aspect of the project, how can I effectively communicate this in such a way so that we can move toward a resolution? 

Conflict resolution, in this context, is similar to any other working relationship: it all comes down to effective communication. John says, “Straightforwardly communicate your concerns via email and ask for a response to your concerns. Having a paper trail can help with ensuring a positive outcome.”

Better yet, before you sign a contract with someone (or put down any deposits), find out how they handle problems like this as part of your ‘interview’ process with a potential contractor. Ask if they have a system in place for a situation like this. John says, “How they answer may tell you a lot.”

Please comment below if you have any questions you’d like us to explore. Stay tuned for part two of our interview!