We met with our very own, Chris Fellows, to chat about what it’s like to be on the front lines of building our customer’s dream homes.
Chris’ transparent approach to projects, and his ability to tailor his communication method to the customer’s style is what makes him so easy to work with. Collaboration and partnership is the foundation that he and his team builds their working relationships on and that’s what allows his team to take a stressful process and even make it a little fun!
Find out what the best part of work is, how he and his clients let loose, and how they occasionally find a bit of treasure!
There’s a lot of emotion when building and remodeling a client’s home. How do you navigate the process so that clients are comfortable and are able to make more informed decisions?
I try to give clients at least two options - best possible and most economical - to choose from so they can make informed decisions. We try to really get to know our clients, understand their personalities and things they do in their personal life, like hobbies, etc. This helps our communication tremendously because we can speak about things in a way they can understand and relate to easily.
If our client is a top executive at Google managing large teams and loves to race cars on the weekends, they typically will want clear and fast communication.
How would you describe the collaboration you have with clients in the field?
We will check in with our clients as the project progresses. Things change in people's lives from day to day. It’s important to adjust and not just always do things the same way.
Our clients are comfortable with us because they know that we will take care of something if anything goes wrong.
I recently got a call from a customer who’s kitchen we had remodeled 12 years ago. They had an issue with a cabinet. He was very happy when I said, “We can come by tomorrow in the morning and fix it.” We don’t typically have warranty issues but if one comes up, we value our relationships we develop over the years more than anything.
Do clients ask you how they can get their project completed in a week like on television?
No. Everyone knows that’s only on TV. We do joke about it though.
What is the most exciting project you’ve worked on thus far and why?
One recent one is a bi-fold door that was over 19’ wide. We installed a very large beam for the new opening. We had most of our production staff onsite and the team really pulled together to complete the beam install in one day, using about 8 people and machinery to lift the massive beam in place.
The finished door is 6 panels wide, opening to a beautiful deck and custom made retractable screen. Seeing the team work together and show what kind of a company we are was really rewarding.
The clients are also great people we have had the pleasure of getting to know for over seven years now. This is their second home we are remodeling for them. Projects like that really make all the hard work worth it.
What stage of construction do you enjoy working with the most?
Presenting the finished room to the client is always so rewarding. We get to see how our bit of influence is going to impact their everyday lives. We see their excitement and their gratitude for all the work that everyone put into the project.
Is the demolition phase really as exciting and exhilarating as television shows make it out to be?
Yes. We all need a stress reliever sometimes. What better way than to break something. We have customers ask to help sometimes. Some will do a portion of the demo themselves before we start.
Clients sometimes have been dealing with a certain issue in an area of the house and they just can’t wait to get rid of it. Think about that corner of the countertop that sticks out and jabs you when you walk by. Then the day comes where you get to smash that corner once and for all.
I’ve even had a client find gold coins behind a wall.
Do you have any advice for potential clients on how to make the construction process as seamless as possible?
Talk with others who have been through a remodel to get a better understanding of what it’s like.
Communicate well and often to build a relationship rather than directing a service provider.
Plan on a few things not going as planned. Mental preparation comes a long way, and when possible, finding alternative housing lets you take a break from it all.
What are the major energy-saving features of homes you build?
Nowadays, there’s more options than ever. Doors and windows are probably the most common we do. A lot of older homes don’t have insulation so that makes a huge impact when applied correctly. We encourage sustainable energy use when possible. Other options include solar panels, electric appliances, radiant heat systems, etc.
What is your favorite room in your home and why?
Our Master retreat with amazing views is one of the reasons we bought our house. It’s about 1000 sq ft with a wrap around fireplace and a private balcony overlooking fields and the mountain range, with Mount Diablo in the center.
What do you enjoy doing when you’re not working?
Fishing with friends or family. We love boating and going to the beach. I enjoy being able to take a break from everything and just enjoy the natural outdoors.
