Passing the Baton
- Job Closeout
Kingston does
not take lightly the trust granted to us by our clients when they
invite us to remodel their homes. We honor this trust by treating each
client's home as if it were our own. We do everything possible to
protect the property, keep intrusion to a minimum and leave everything
'in order' at the end of each working day. Our responsibility does not end
when the room addition, kitchen remodel, or bath upgrade is finished.
We feel a duty to educate and prepare our clients to retake the baton
of ownership for their newly remodeled home. We understand and plan
for that transition. The passing of responsibility between the
contractor and a homeowner is a process that starts early and is
carefully orchestrated. We want everyone to feel comfortable and
confident in their respective roles. This educational process is about
the transfer of responsibility. It begins during the sales
conversation, even before a contract is signed. For example, we want
all of our potential clients to know what items are covered under our
warranty so that the information becomes part of their buying
decision. During construction, we often walk our homeowners through
the remodeled section of their home to point out features, building
methods and materials. At such times, we may also ask them to make
decisions that affect certain conveniences (such as the locations for
light switches and electrical outlets) or personal tastes (such as the
selection of various finishes). As they take an active role in shaping
their home, the clients begin to feel a sense of
ownership. As the home nears completion, we usually take more
dedicated steps to explain our warranty and service policies. Everyone
should be on the same page about what to expect, who to call, and what
will be done before service is needed. Depending on the project, we
may provide the homeowners with a manual or folder of well-organized
and easy-to-access documents that explain those policies and
procedures. Prior to completion, a thorough walk-through of the new or
updated section with the homeowners is essential so that we can
explain how to properly manage and maintain its various systems. From
setting the thermostat to tilting the sashes of the new windows and
everything in between, this hands-on orientation is a critical step in
the process of passing the baton of ownership and
responsibility. After occupancy, we put our warranty policies and
procedures into effect. Although it's important to respect and follow
those protocols, smart companies make reasonable exceptions to
accommodate (and further educate) requests by homeowners that fall
slightly out of the realm of the stated responsibilities. In other
words, we want to make sure that our homeowner clients are equipped
and confident to take on an increasing amount of responsibility for
the home's care and maintenance as we slowly but decidedly step
away. Ultimately, and certainly after our stated warranty period
has officially ended, it truly becomes the homeowner's house to manage
and keep. That's not to say that we abandon our owners! In many cases,
we offer "continuing education," if not formal service calls, to
answer questions and to help our owners truly and fully make the
transition. Once a project is complete, we look forward to passing
that baton of responsibility to homeowners who are educated and
passionate about protecting their investment and equipped to enjoy
their remodel for years to come. But although the baton is
passed, we are yet dedicated to creating clients for life, and will
make every effort to be there when needed- we want to be your first
call for any eventuality.
Warm
regards,
Austin Schmitt, John Schmitt, Mark Jackson, and
Elizabeth Mitchel
Kingston Design Remodeling
11515 Suburban Place
Fairfax Station VA 22039
(703) 323-6527 - phone
kingstonbuilders@cox.net
www.kingstonbuilders.com
c.
2006 All
rights reserved.
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