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You Can Listen to Jimi

May 15th, 2012

Dan Stanifer, Project Manager, Damage Restoration

One of my favorite quotes from the movie “White Men Can’t Jump” is when Sydney says to Billy, “Look man, you can listen to Jimi (Hendrix) but you can’t hear him. There’s a difference man. Just because you’re listening to him doesn’t mean you’re hearing him.” And the argument goes on . . . Little did I know when I first heard that line how true it was and how much it would apply to my present day life and career.

I remember sitting with a client at her kitchen table discussing the project ahead of us and I was trying to “hear” what she was saying but I know now that I was just “listening” to her. A pipe had burst in her cabin and it ruined the kitchen floor and cabinets. As we talked I found out the cabin was for sale and it had been on the market for the last couple of seasons. This was in April and the house-selling season was just around the corner (almost as exciting as the holiday season!).

She told me how much she liked the character of the cabin and how sad it was that they were selling it. I proceeded to try and get the job done as quickly as possible to get the cabin back on the market. I found replacement cabinets that were very similar to the existing cabinets, and asked the client to come to the cabin and take a look. Much to my surprise, she thought the cabinets did not match close enough. We ended up using different cabinets, but that wasn’t the root of what was happening.

Although getting the cabinets replaced quickly meant the project would be done and the cabin could get back on the market, that meant she had to let go sooner. This cabin was a symbol of her family. So many memories and experiences took place there, so selling it was very emotional for her, and understandably so. I finally “heard” what she was saying.

When I was listening to her in our initial meeting I heard “let’s get this done quickly” when what was really said was, “I want to show my appreciation to this place and give it the best I can before we part.”

We all have emotional ties to the physical places we have lived or experienced. If I would have “heard” what the client was telling me from the beginning, my job could have been a lot easier. So, next time you are talking with someone, try to really “hear” what they are saying, it makes a world of difference.

Thanks for reading,

Dan

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5 things every home owner should consider

May 10th, 2012

Steve Northway, 

Listen as Northway Construction interviews Gord Cooke of Building Knowledge Inc in regard to the top 5 items every home owner should consider as they approach a new build or remodel.

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ACCOUNTABILITY?!

May 8th, 2012

JJ Levenske, President of Construction

Why are we so afraid of holding ourselves, and those around us, accountable?

Two weeks ago I heard an inspiring speech by a retired four-star General that opened my eyes to this topic and I’d like to share the message as it relates to all of you and to the construction industry specifically.

The General talked about accountability, not only politically, but on an organizational, and more importantly, an individual level. It was refreshing to listen to his tenured past and the stories of success, but equally impressive were his stories of failure and humility.

To be accountable means to be responsible for an activity. I know I am guilty of pointing blame at others over the years. It all seems so trivial, though, after hearing the General’s stories involving the lives of those defending the very freedom that we all take for granted.

I was hit again with a lesson in accountability and humility just today.

We recently let go one of our providers because of availability and scheduling conflicts. I didn’t think anything of it until I received a call today from the owner of that company. He was generally concerned about the “accountability” of his employees and the events that led to our decision. He wasn’t rude or disrespectful in any way. It was one of the more humbling conversations I’ve had in recent months about any
topic. Impressive.

A successful business owner once told me that although a lot of people get it right the first time, it takes a special person to make a mistake, admit to it, fix it, and expect nothing in return. Those are the people who deserve second chances.

As the General reminded me, all too often our soldiers don’t get that second chance. Let’s all do our part to honor that freedom and take
the advice of my friend. When we see good people being accountable, let’s acknowledge them for their efforts and patronize the businesses
they represent.

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Ever Foward

April 30th, 2012

Ed Northway, 

Customer service is stupid.

Not the concept, but the term. “Service” just doesn’t cut it for us at Northway Construction, as taking the best care of our clients is not a service — it is our honor, our goal and our privilege. We think “passion for customer satisfaction” is much more fitting. We believe having passion, true passion, for our customers’ complete overall satisfaction and happiness is where success is found. We believe satisfaction means happiness and fulfillment in the long term, not just being served during the build but during each experience before, during and long after the building is complete.

Why?

Three reasons:

1. Our success depends on happy customers.

I’m not talking about success this month or even this year, but 20 years from now. Having a passion for customer satisfaction is born of a vision of the future, a future where our company success is based on years of happy clients singing our praises and recommending us to their friends. It may mean less profit today, but in exchange for long term success later.

2. It gets us out of bed in the morning.

Everyone at Northway Construction was hired for their drive to want to be better than they were yesterday. We call it “Ever Forward.” The challenge of providing a customer experience better than anyone around us (or anywhere) is what motivates us every day.

3. It is just the right thing to do.

Instead of just the Golden Rule, we like the Platinum Rule – “Treat others in the way they like to be treated.” This is the higher standard we have set for ourselves as individuals and a company, and everyone here lives it every day.

It is customer experience done right, done the Northway.

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Budget. Why it’s important.

April 17th, 2012

Wendy Jones, 

Last weekend I participated in one of my favorite hobbies – recreational shopping.  Not just running into the store to grab a few things for the house with a passing glance down the shoe aisle, but an all-day well-planned event, and one I got to share with my 9-year-old daughter Mikaela.

We found ourselves with an armful of clothing to try on in the first store we shopped. It’s getting close to springtime in Minnesota, so we were very excited to ditch the winter layers and create a new look for ourselves. Mikaela came out of the first dressing room with at least 15 different items she just had to have and with as many reasons why.  I caught myself agreeing with her – it’s very exciting to get caught up in the moment – and I am pretty sure I used her same line of reasoning on my mother: “these shoes would go perfect with that one shirt I have . . .”

In the middle of her excitement, the “accounting mom” voice kicked in, and as much as I was in the moment, I realized it was time to bring up the word no one likes to talk about – BUDGET!

I don’t know why the word always seems to take on such a negative undertone. A budget is simply a plan for borrowing, saving and spending.

In construction, I have yet to work with a client who doesn’t have a budget in mind. Even though sharing that information can be difficult, knowing the budget allows us to deliver the most value and make the best decisions for our clients.

When developing a project budget, here are some things to consider:

• Recognize your budget as a tool that helps to establish the goal you and your contractor want when the project is complete. The budget establishes a baseline to measure against and provides a way to communicate how and where the money will be invested in the project.

• Be realistic. It is human nature to expect things for a bargain or discount, and in this economy, people are even more cautious about where their hard earned dollars are going. You may find a better deal on lumber, but if 30% of that lumber is warped and has to be replaced, not only does your cost increase, but so does the amount of time invested in the project. That initial 30% savings now may have cost you 10% more on your project. Remember: Cost is what you pay and value is what you get.

• Changes in the plans impact the budget. Construction projects are diverse with many variables. Even with proper planning and budgeting, things are bound to change. The sooner the changes are discussed, the greater the potential to overcome budget issues. For example, deciding to add another light in the kitchen would have a minimal impact on the budget when done during the electrical walk-through, however, making the decision to add that light after the kitchen is finished increases the budget substantially.

Essentially, developing a budget is making a plan to spend your money — whether it’s for a building project or a shopping trip. That’s how I approached the importance of a budget with Mikaela. She knew exactly how much she could spend, what she needed (gym shoes that fit) and what she wanted (the sparkly shirt with a matching necklace), and we came up with a plan.
Budgets that are planned out, managed and discussed regularly lay the foundation for a financially successful end result. That means more time for the exciting things – like in a new home, what rug to put in the living room, or for Mikaela, which shoes would match best.

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Why I do what I do

April 10th, 2012

Dan Stanifer, Project Manager, Damage Restoration

As my deadline was coming to a close on writing my first blog post I was struggling with what to write about. So many topics to choose from, it was almost overwhelming, and then it hit me in the back of the head. Anyone that knows me knows I am a very emotional person, and that is what drives me to do what I do.
I love to help people!

It became apparent in a meeting I had just last night that this is what I need to talk about. I got a call from a woman named Mary earlier in the day; she sounded sure of herself but not sure of the situation she was in. Later, when we met in person, she proceeded to tell me her story.

She has some medical issues and has spent most of this winter in the Cities with her daughter and only came up to the lake once a month to check on the house. The more she told me of her life story, the more my heart went out to her. She has outlived both of her husbands. She and her second husband bought the house at the lake and retired, planning to live the rest of their lives together in this home, where so many great family memories remain.

When Mary came home in the beginning of March to check on the house, she discovered the water heater sprung a leak (it had been in the house since she bought it over 20 years ago), causing the basement to flood with water.

She called a plumber to get the water heater replaced, and the plumber recommended she call someone else to clean up the water. While the crew was there drying out the basement, she explained to them she did not know what to do next. Without hesitation, they said, “Call Dan at Northway Construction.” And that is what she did.

It’s these types of stories, and people like Mary that make me love what I do — help people.

There are two very different sides to working in damage restoration construction. There’s the technical side, restoring buildings after some sort of event such as water or fire damage, and there is the human side, restoring people’s lives after such an event.

In my opinion, the human side is the part that does not get the attention it should. Mary couldn’t care less how I fix her home; she just wanted to know that I would be there to help her through the process of getting her life back to normal. And I will.
By the end of my meeting with Mary, we both had tears in our eyes and knew each other’s life story. Helping someone in their time of need. There is not much that could put a better ending on my workday.

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Getting the best value for your money

April 3rd, 2012

JJ Levenske, President of Construction

As a society, people more often than not buy construction services based on price, then get upset when all their expectations are not met. Price is very important when it comes to construction, and cannot be discounted, but it should not be the only parameter. At Northway Construction, we use a process called Best Value, providing you with exactly that — the best value for your money.

“Best Value” relates to construction just like it does in our everyday buying decisions. By definition the two components are as follows:

“Best” – better than all others: of the highest quality or standard or the most excellent type

And,

“Value” – worth or importance: the worth, importance, or usefulness of something to somebody

If we take that in its most literal sense, then what we are all expecting is to get the best price without compromising quality and our own perceived level of expectations. We can all think of our daily existence and how we make our buying decisions on everything from grocery commodities to automobile services or medical treatment.

Let’s look at some examples:

(1) I’m in the cracker isle and know that we need Saltines at home; I see three different brands and three different prices. Now, crackers in my mind are pretty low on the quality of life spectrum so in the process of deciding “Best Value” I will usually default to price. My expectations are relatively low, they just need to be fresh, crispy, and have some salt on them so my expectations are fairly easy to meet.

(2) I need new brake pads and some more intricate engine work done. I start by asking friends, colleagues, and associates about their preferred mechanic for this type of work. I might even check out some references and information online. After some more research I contact a narrowed list of candidates and get their estimates for the work to be done. (This is a decidely different approach than buying crackers in terms of time, vetting process and ultimate decision.) I now begin to weigh the pros and cons of each candidate relative to the price before making my ultimate decision.

(3) My wife unfortunately has to have a very complex surgery on her brain that is non-life threatening but nonetheless very scary in nature. We soon begin to take the “brake pad” process to a whole new level. Are we seriously going to even factor price into this decision making process? Maybe, but it will be at a very subliminal level. The majority of the research will be in the credentials and track record of that particular surgeon.

Why have I laid out these three examples since they are so different? It’s really quite simple. We as a society continue to buy construction services based on the cracker model. As consumers, it’s time we wake up and demand and expect more for ourselves! I’m not going to tell the mechanic or the brain surgeon how to do their job. I will listen to their story, suggestions, and persona and then make an informed buying decision.

Every homeowner that considers construction services owes it to himself/herself to think of the brain surgeon or at least the mechanic when it comes to buying. If you treat the process like you are buying crackers then that is exactly what you will get – a simple commodity with no value.

I recently had an encounter similar to my mechanic example above and I tried to practice what I preach. In the end I received exemplary service and the price was exactly what I expected. The best feeling was that it was a WIN/WIN in the end. He got paid what he needed/wanted and we got our car fixed.

Think back to any WIN/LOSE scenario you have been through in life and consider why it occurred. Was it really THEIR fault or was it the false expectation you set for yourself in the buying process?  You will be much happier if you can adopt some Best Value thinking in your life and you will be pleasantly surprised that you won’t pay a premium for it!

— JJ Levenske, President of Construction

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