Pre-Qualifying Contractors

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The influx of “new” contractors competing with the existing “regulars” results in more bids and decreased odds of success for all participants in the typical public process where bids are awarded to “the lowest responsive responsible bidder”.     Increased competition tends to force bidding with smaller profit margins.  At first glance, that would appear to be good news for the public “owner”.  However, in all too many cases, if the contract is awarded to a contractor who is working in an unfamiliar environment taking on a scope of work for which they have little or no experience, the result can be unfortunate both for the contractor and the public agency.  The “losers” are not confined to the owner and the contractor who bid too low.  An additional loser is the contractor who “should have been” the successful awardee and would have been if the bid process would have protected all participants by limiting the participants in the bid process to contractors demonstrably qualified to perform the work.

In the opinion of this writer, the public owner, thus the taxpayer, and those contractors possessing the requisite qualifications and experience to perform the work, all benefit when the bid process is limited to competition among true peers.

How then do we accomplish this?  One method, and the one successfully utilized by the writer, is pre-qualification of contractors. Pre-qualification provides a level playing field through establishment of uniform rating systems to determine the minimum requirements permitted to bid either on a specific project carrying unique project specific requirements, or, on a class of projects carrying a common set of requirements.  The pre-qualification process is typically completed sufficiently in advance of the release of the bidding documents to include the names of the pre-qualified contractors in the Invitation to Bid. This feature, in itself, carries advantages in the fact that subcontractors and suppliers can identify all of the potential bidders increasing the competition at these tier levels.  Bid spreads in pre-qualification processes known to the writer tend to be tighter.

Firms taking the time to go through a project specific pre-qualification process  tend to actually bid the project on a much higher percentage of the time in the experience of the writer.  This fact, combined with the use of mandatory pre-bid conferences and site visits, can be of significant value when bidding complex projects or those carrying unusual requirements where effective pre bid communication with potential bidders is important.

The State of California provides an online set of model pre-qualification documents which, while crafted to conform to California code, are easily adapted to use by agencies outside California. The documents may be downloaded at www.dir.ca.gov/od_pub/prequal/PubWksPreQualModel.doc

The writer has utilized pre-qualification processes successfully for numerous construction projects including all of the projects referenced in his bio all of which were completed on time and within budget.

Pre-qualification processes are not permitted in some jurisdictions.  In jurisdictions where pre-qualification is an option and construction bids carry the requirement for award to the lowest responsive and responsible bidder, pre-qualification can be of significant value.  The value is enhanced when utilized for complex projects, those requiring unique experience and/ or accelerated deadlines.

Source:

http://constructionlawva.com/value-of-prequalifying-contractors-on-public-construction-projects/

Improving your customer service skills

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1. Remember there is no way that the quality of customer service can exceed the quality of the people who provide it. Think you can get by paying the lowest wage, giving the fewest of benefits, doing the least training for your employees? It will show.Companies don't help customers... people do.

2. Realize that your people will treat your customer the way they are treated. Employees take their cue from management. Do you greet your employees enthusiastically each day; are you polite in your dealings with them; do you try to accommodate their requests; do you listen to them when they speak? Consistent rude customer service is a reflection not as much on the employee as on management.

3. Do you know who your customers are? If a regular customer came in to your facility, would you recognize them? Could you call them by name? All of us like to feel important; calling someone by name is a simple way to do it and lets them know you value them as customers.

Recently I signed on with a new fitness center. I had been a member of another one for the past ten years, renewing my membership every six months when the notice arrived. I had been thinking about changing, joining the one nearer my home and with more state-of-the-art equipment. So when the renewal notice came, I didn’t renew. That was eight months ago. Was I contacted by the fitness center and asked why I did not renew? Did anyone telephone me to find out why an established customer was no longer a member or to tell me they missed me? No and No. My guess is they don’t even know they lost a long-time customer, and apparently wouldn’t care.

4. Do your customers know who you are? If they see you, would they recognize you? Could they call you by name? A visible management is an asset. At the Piccadilly Cafeteria chain, the pictures of the manager and the assistant manager are posted on a wall at the food selection line and it is a policy that the manager’s office is placed only a few feet from the cashier's stand at the end of that line, in full view of the customers, and with the door kept open. The manager is easily accessible and there is no doubt about "who's in charge here". You have only to beckon to get a manager at your table to talk with you.

5. For good customer service, go the extra mile.Include a thank-you note in a customer's package; send a birthday card; clip the article when you see their name or photo in print; write a congratulatory note when they get a promotion. There are all sorts of ways for you to keep in touch with your customers and bring them closer to you.

6. Are your customers greeted when they walk in the door or at least within 30-40 seconds upon entering? Is it possible they could come in, look around, and go out without ever having their presence acknowledged? It is ironic it took a discount merchant known for price, not service, to teach the retail world the importance of greeting customers at the door. Could it be that’s because Sam Walton knew this simple but important gesture is a matter of respect, of saying "we appreciate your coming in," having nothing to do with the price of merchandise?

7. Give customers the benefit of the doubt. Proving to him why he’s wrong and you’re right isn’t worth losing a customer over. You will never win an argument with a customer, and you should never, ever put a customer in that position.

8. If a customer makes a request for something special, do everything you can to say yes.The fact that a customer cared enough to ask is all you need to know in trying to accommodate her. It may be an exception from your customer service policy, but (if it isn’t illegal) try to do it. Remember you are just making one exception for one customer, not making new policy. Mr. Marshall Field was right-on in his famous statement: "Give the lady what she wants."

9. Are your customer service associates properly trained in how to handle a customer complaint or an irate person? Give them guidelines for what to say and do in every conceivable case. People on the frontline of a situation play the most critical role in your customer’s experience. Make sure they know what to do and say to make that customer’s experience a positive, pleasant one.

10. Want to know what your customers think of your company? Ask them! Compose a "How're We Doing?" card and leave it at the exit or register stand, or include it in their next statement. Keep it short and simple. Ask things like: what it is they like; what they don’t like; what they would change; what you could do better; about their latest experience there, etc. To ensure the customer sends it in, have it pre-stamped. And if the customer has given their name and address, be sure to acknowledge receipt of the card.

Remember that the big money isn’t as much in winning customers as in keeping customers. Each individual customer’s perception of your company will determine how well you do this and that perception will depend on the level of customer service you provide.

Source:

http://sbinfocanada.about.com/od/customerservice/a/custservtipslt.htm

Custom Homes Park City; Custom vs Production Builder

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Custom vs. Production Builder

With so many types of home building companies out there, it’s a little tough to figure out who does what and who builds what. Here’s a quick run-down on how to tell the difference between custom and production home building companies.

Custom home builders generally:

• Build on land you own. Some custom builders also build on land they own.
• Build one-of-a-kind houses. A custom home is a site-specific home built from a unique set of plans for a specific client. Some custom builders may offer design/build services.
• Build single-family homes.
• Are generally small-volume builders (those that build 25 or fewer homes a year).
• Tend to build high-end homes.

Production home builders generally:

• Build on land they own.
• Tend to use stock plans, but usually offer a variety of plan choices and options.
• Build all types of housing — single-family, condos, town houses, and rental properties.
• Are large-volume builders (those that build more than 25 homes a year).
• Generally build for all price points — entry level, move up, luxury, etc.

Source:

http://www.nahb.org/generic.aspx?sectionID=123&genericContentID=3911

Show your clients you care

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If you are fortunate enough to own your business and have been lucky enough to stay busy, there is no better time to appreciate the work you have. Often times after hiring the same subcontractor for months years etc.. I can count on one hand how many times we have received a card, a thank you, a gift basket that simply says thank you for all you have done for us. A little appreciation goes a long way. Everybody has to work hard for what they have and if they are spending there hard earned money and time with your company you need to show them you care! Here are a few ways to say thank you:

1. Share Your KnowledgeGive away helpful advice in your e-mail newsletter, as well as on your Twitter and Facebook pages--information that will better your readers' lives. Anticipate customers' questions and concerns and offer useful information to educate and guide them. Ask them what they'd like to learn more about from you.

Be different from others who are merely promoting products and services in their communications. Sharing your knowledge gives customers something valuable for free and proves your expertise. It's a win-win.

2. Ask, Listen, Respond, Adapt

• Ask customers what's on their minds regularly. That includes their satisfaction with their most recent sales or service experience and with your employees, as well as their general impressions of your business. Invite feedback at multiple contact points--via e-mail communications, online surveys, on your website, after online sales and on paper sales receipts. Keeping a finger on your customers' pulse is good for the heart--and bottom line--of your business.
• Listen to what customers are saying about you in surveys, on Twitter or Yelp, or anywhere else they give feedback. Publish survey results and answers to customer questions in your e-mail newsletter. Create a sense of community around your business based on dialogue with your customers.
• Respond to customers promptly when they contact your business, whether it's a complaint or a compliment. Show them you're listening and that you care. If there's a problem, fix it so they can go away happy to return to your business.
• Adapt your business based on customer feedback to better meet their needs. Communicate the changes you're making based on what they've asked for.

3. Reward Customers

• Coupon: A coupon can go a long way in this economy. Use your e-mail communications to offer coupons that stimulate business and give cash-strapped customers a break.
• Gift: Everyone loves a freebie. Offer a small branded gift as part of a promotion. Give customers something that helps them remember--and love--your brand.
• Information: Offer a free white paper, guide, or report about your industry, products, or services as thanks for signing up for your newsletter.

4. Hold a Customer Appreciation EventHold a "VIP Night" in your store or office. It could be a free seminar, early-bird sale, special access to new products, or a get-together with entertainment or a guest speaker. Promote your event in your e-newsletter and with links on social media websites so no one misses out.

5. Do GoodGet your business involved with a nonprofit or charity. Invite other local businesses and the community to participate. Use your newsletter and social media to tell customers about the cause you support. If you can, donate a portion of the proceeds from sales to the charity or match your customers' donations. Another option is to hold a fundraising event. Remind people when they patronize your business that they're doing something good.

Do these things again and again.

Showing customers you care should be an ongoing communications effort--not a once-a-year occasion the way we celebrate Valentine's Day. Whatever you do, be sincere. Customers can spot hype a mile away. Here are some additional hints to take to heart:

• Don't pass off promotional content as editorial content. Give your audience something valuable and useful in every e-mail newsletter.
• Only make promises you can stand by. Make sure employees understand your brand promise and communicate with them as you would with customers.
• Remember what your mother told you: If you make a mistake, say you're sorry. Then make things right.
• Offer your contact information in every communication so customers can let you know when they're dissatisfied--and when you've exceeded their expectations.

Customers demand more than good products and services. They want you to care about them and the world we live in. Show them you care all year long and you're more likely to win their hearts . . . and their business.

source:

http://www.entrepreneur.com/article/205184

How to avoid mistakes

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1: Learn from other’s mistakes

Find experienced peers who are willing to share their mistakes and then learn from them. I am somewhat biased, but the editors, writers, and members of TechRepublic seem willing to honestly share their mistakes — even if somewhat embarrassing at times.

2: Do your research first

No matter how much you know, you’ll encounter new challenges on an almost daily basis. Each challenge usually requires you to learn something new. Before you tackle a problem or task, do your homework. The trial-and-error method of learning may have been necessary and acceptable years ago. But with the resources available on the Internet today, there is little excuse for mistakes made because you didn’t do the proper research in advance.

3: Have a plan

You can’t know how to get to your destination without a roadmap. In project development, that roadmap is known as a project plan. Whether done formally or informally, you need to know how to get where you are going. Days or even weeks of programming time can be lost if the wrong path is taken. When done the right way, a project plan will help keep you from straying off course.

4: Follow standards and use templates

There are good reasons why experienced professionals took the time to create and publish industry and company standards. Standards detail best practices and procedures learned over years of trial and error.

Templates such as predefined forms can be useful since most of the work is already done in a standard format. A standard EULA approved by your legal counsel is another good example of a template that can come in handy if you are developing application software. A mistake in a legal document can be an expensive exercise — one best avoided.

5: Communicate and coordinate with others

If you are part of a team, it’s essential to communicate with other team members to avoid redundancies and to coordinate your work with theirs. Emails, instant messages, project status reports, and teleconferences are all ways to communicate and coordinate with others on the team. Unfortunately, each of these is far from perfect. You can spend the better part of a day reading and writing emails, participating in conference calls, and instant messaging with your peers. But it is a necessary part of the development process.

The perfect tool for communicating and coordinating with others in a team environment has yet to be developed. One of the better tools developed to share code is revision control software. Your project may also benefit from the use of a communication plan that ensures everyone involved — including customers and stakeholders — is kept apprised of key developments. (The TechRepublic downloads library has a free communication plan template to get you started.)

6: Allow enough time

It was at Hughes Aircraft Company that I first heard the phrase “You want it bad - you got it bad.” It didn’t happen very often, but when it did it was almost always made in reference to a part from a vendor that was badly needed, rushed through production, and upon arrival, failed testing. Failure to allow enough time for each phase of the project can lead to missed requirements, inadequate analysis, poor design, rushed programming, insufficient testing, and incomplete documentation. The result can be a system that doesn’t meet expectations and fails in one or more key areas.

Estimating the time needed to accomplish each phase of a project is difficult. I achieved the best results when I sat down with my supervisor and determined the time allotted for each major task in the project plan. I was overly optimistic in my estimates. He was much more realistic in his estimates, and he turned out to be right. As a rule of thumb, doubling my initial estimates came close to the actual time required. That information was useful for developing project plan timelines.

You may need to develop a similar rule of thumb until you can more accurately estimate completion dates. Ideally, you want to complete each phase of the project on time, and the best way to do that is estimate them correctly up front. Here are a few tips on creating realistic schedules.

7: Reuse proven code

If you’re an experienced developer, you should have built up a large code base over the years. Go blue and recycle this code whenever possible. You will likely have to modify the code to fit the new requirements, but proven core code is a good foundation to build on. Not only will you reduce the risk of introducing new bugs, but you will eliminate the time wasted creating similar code and the subsequent testing required.

Share your code with others so they can reuse parts of it. Proven code can be shared viaplug-ins or libraries. Good external sources of code are available on the Internet that can be legally used for free or for a small fee.

8: Use checklists

Before a commercial plane trip, the pilot and co-pilot are busy walking through a long, detailed checklist. Checklists can be used during various phases of the project development process. They are particularly useful when working with large systems and when a single person is responsible for multiple tasks.

For example, a list detailing the steps required for system turn-on will help avoid accomplishing tasks out of order and prevent errors of omission. It is all too easy for developers to overlook important items like system access when they are busy doing final testing and documentation.

For more on the virtues of using checklists, see Leverage checklists to improve efficiency and client satisfaction.

9: Test, test, test… and carefully review your work

There is a healthy level of paranoia about delivering error-free work. Test as much as possible as early as possible. Errors in the code are typically more expensive to correct when found near the end of the development process. The last thing you need when facing a critical release date is to find a bug that should have been found months ago.

Careful and thorough testing will allow you to find those mistakes before your users can. Double- and triple-check your work. Develop test data and a plan to test common calendar-based events like EOM processing and annual reporting. All functionality and every single possible scenario should be thoroughly tested. And, yes, this is also a good place to use a checklist.

10: Test again with a third party

Find at least one experienced person who can be dedicated to the beta testing. They will undoubtedly use the system in ways you never dreamed of and find bugs you missed.

Don’t overlook or rush this final quality assurance task. It’s typically your last chance to get it right. Once a bad piece of software is released or a system with a critical bug is turned on, a company’s image can be tarnished for years to come.

The final word

One of the most important lessons I learned very early in my career is that a mistake isn’t a mistake until someone else knows about it. I was but a young inexperienced pup when I accidentally deleted some system files on a Tandem PC. It could have been a disaster. But I had enough sense and problem-solving skills to identify and copy over the missing files from another Tandem PC.

I have never told anyone until now about my near disaster. This may be obvious, but you should keep unseen mistakes to yourself. There is almost never anything to be gained by telling others you have done something really stupid. It can negatively affect your image and possibly damage your career.

I hope these proactive tips will help you avoid making an embarrassing mistake that becomes known to your boss, peers, and users. If you find yourself in that unenviable situation, you might want to read Calvin Sun’s article 10 things you should do if you make a big mistake.

Source: http://www.techrepublic.com/blog/10things/10-ways-to-avoid-mistakes-during-project-development/1360

Funny Construction Mistakes

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WE MISSED A FEW INCHES

WHICH WAY SHOULD WE GO NOW?

SOME MISCONCEPTIONS IN THE PROCESS OF CONSTRUCTION

EVERYTHING SEEMS TO BE GOING DOWNHILL

WE DIDN’T HAVE ENOUGH CEMENT TO MAKE A PROPER CONSTRUCTION. SO WE USED SOME RECYCLED MATERIAL AND WITH LITTLE BIT OF IMPROVISATION…HERE IT IS

A BIT TOO STEEP DRIVEWAY FOR MY TASTE

MORE WRONG PLACEMENT

FUNNY FAILED DOOR DESIGN

FUNNY FAILED BATHROOMS

Communication in Construction

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We all know that nothing exists, progresses or can be manged without successful communication skills. In the construction industry, communication is the critical element that will determine how the project turns out. Here are ten steps on how to improve your communication with your subcontractors, engineers, architects, designers and most of all....YOUR CLIENT!! 

1. Speak not with a forked tongue: In most cases, people just won’t open up to those they don’t trust. When people have a sense a leader is worthy of their trust they will invest time and take risks in ways they never would if their leader had a reputation built upon poor character or lack of integrity. While you can attempt to demand trust, it rarely works. Trust is best created by earning it with right acting, thinking, and decisioning. Keep in mind people will forgive many things where trust exists, but will rarely forgive anything where trust is absent.

2. Get personal: There is great truth in the following axiom: “people don’t care how much you know until they know how much you care.” Classic business theory tells leaders to stay at arms length. I say stay at arms length if you want to remain in the dark receiving only highly sanitized versions of the truth. If you don’t develop meaningful relationships with people you’ll never know what’s really on their mind until it’s too late to do anything about it

3. Get specific: Specificity is better than Ambiguity 11 times out of 10: Learn to communicate with clarity. Simple and concise is always better than complicated and confusing. Time has never been a more precious commodity than it is today. It is critical leaders learn how to cut to the chase and hit the high points – it’s also important to expect the same from others. Without understanding the value of brevity and clarity it is unlikely you’ll ever be afforded the opportunity to get to the granular level as people will tune you out long before you ever get there. Your goal is to weed out the superfluous and to make your words count.

4. Focus on the leave-behinds not the take-aways: The best communicators are not only skilled at learning and gathering information while communicating, they are also adept at transferring ideas, aligning expectations, inspiring action, and spreading their vision. The key is to approach each interaction with a servant’s heart. When you truly focus on contributing more than receiving you will have accomplished the goal. Even though this may seem counter-intuitive, by intensely focusing on the other party’s wants, needs & desires, you’ll learn far more than you ever would by focusing on your agenda.

5. Have an open mind: I’ve often said that the rigidity of a closed mind is the single greatest limiting factor of new opportunities. A leader takes their game to a whole new level the minute they willingly seek out those who hold dissenting opinions and opposing positions with the goal not of convincing them to change their minds, but with the goal of understanding what’s on their mind. I’m always amazed at how many people are truly fearful of opposing views, when what they should be is genuinely curious and interested. Open dialogs with those who confront you, challenge you, stretch you, and develop you. Remember that it’s not the opinion that matters, but rather the willingness to discuss it with an open mind and learn.

6. Shut-up and listen: Great leaders know when to dial it up, dial it down, and dial it off (mostly down and off). Simply broadcasting your message ad nauseum will not have the same result as engaging in meaningful conversation, but this assumes that you understand that the greatest form of discourse takes place within a conversation, and not a lecture or a monologue. When you reach that point in your life where the light bulb goes off, and you begin to understand that knowledge is not gained by flapping your lips, but by removing your ear wax, you have taken the first step to becoming a skilled communicator.

7. Replace ego with empathy: I have long advised leaders not to let their ego write checks that their talent can’t cash. When candor is communicated with empathy & caring and not the prideful arrogance of an over inflated ego good things begin to happen. Empathetic communicators display a level of authenticity and transparency that is not present with those who choose to communicate behind the carefully crafted facade propped-up by a very fragile ego. Understanding the this communication principle is what helps turn anger into respect and doubt into trust.

8. Read between the lines: Take a moment and reflect back on any great leader that comes to mind… you’ll find they are very adept at reading between the lines. They have the uncanny ability to understand what is not said, witnessed, or heard. Being a leader should not be viewed as a license to increase the volume of rhetoric. Rather astute leaders know that there is far more to be gained by surrendering the floor than by filibustering. In this age of instant communication, everyone seems to be in such a rush to communicate what’s on their mind that they fail to realize everything to be gained from the minds of others. Keep your eyes & ears open and your mouth shut and you’ll be amazed at how your level or organizational awareness is raised.

9. When you speak, know what you’re talking about: Develop a technical command over your subject matter. If you don’t possess subject matter expertise, few people will give you the time of day. Most successful people have little interest in listening to those individuals who cannot add value to a situation or topic, but force themselves into a conversation just to hear themselves speak. The fake it until you make it days have long since passed, and for most people I know fast and slick equals not credible. You’ve all heard the saying “it’s not what you say, but how you say it that matters,” and while there is surely an element of truth in that statement, I’m here to tell you that it matters very much what you say. Good communicators address both the “what” and “how” aspects of messaging so they don’t fall prey to becoming the smooth talker who leaves people with the impression of form over substance.

10. Speak to groups as individuals: Leaders don’t always have the luxury of speaking to individuals in an intimate setting. Great communicators can tailor a message such that they can speak to 10 people in a conference room or 10,000 people in an auditorium and have them feel as if they were speaking directly to each one of them as an individual. Knowing how to work a room and establish credibility, trust, and rapport are keys to successful interactions.

11. Bonus – Be prepared to change the message if needed:  Another component of communications strategy that is rarely discussed is how to prevent a message from going bad, and what to do when does. It’s called being prepared and developing a contingency plan. Again, you must keep in mind that for successful interactions to occur, your objective must be in alignment with those you are communicating with. If your expertise, empathy, clarity, etc. don’t have the desired effect, which by the way is very rare, you need to be able to make an impact by changing things up on the fly. Use great questions, humor, stories, analogies, relevant data, and where needed, bold statements to help connect and engender the confidence and trust that it takes for people to want to engage. While it is sometimes necessary to “Shock and Awe” this tactic should be reserved as a last resort.

Don’t assume someone is ready to have a particular conversation with you just because you’re ready to have the conversation with them. Spending time paving the way for a productive conversation is far better than coming off as the proverbial bull in a china shop. Furthermore, you cannot assume anyone knows where you’re coming from if you don’t tell them. I never ceased to be amazed at how many people assume everyone knows what they want to occur without ever finding it necessary to communicate their objective. If you fail to justify your message with knowledge, business logic, reason, empathy etc., you will find that said message will likely fall on deaf ears needing reinforcement or clarification afterward.

Bottom line – The leadership lesson here is whenever you have a message to communicate (either directly, or indirectly through a third party) make sure said message is true & correct, well reasoned, and substantiated by solid business logic that is specific, consistent, clear and accurate. Spending a little extra time on the front-end of the messaging curve will likely save you from considerable aggravation and brain damage on the back-end. Most importantly of all, keep in mind that communication is not about you, your opinions, your positions or your circumstances. It’s about helping others by meeting their needs, understanding their concerns, and adding value to their world. Do these things and you’ll drastically reduce the number of communications problems you’ll experience moving forward.

Source:

http://www.forbes.com/sites/mikemyatt/2012/04/04/10-communication-secrets-of-great-leaders/3/