Stephan Sardone on Why Communication and Trust Help Ensure a Great Experience

A lot has been written about choosing a remodeler to renovate your home. But an equally important part of the equation is understanding how the remodeler/client relationship is key in helping to ensure a great experience.

The most rewarding projects have two common denominators: trust and communication. Attitude is everything, according to Sardone Construction owner/founder Stephan Sardone.

“Knowledge is power. It’s important to ask a lot of questions,” he says.

“The most successful clients talk to past clients about their experience. They also want to know the process, timelines, budget, our experience in their neighborhood—in short, how we can help them solve their problems and accomplish their goals.”

Sharing information is an integral component. Sardone uses Buildertrend, software designed to centralize and streamline communication. Benefits range from creating schedules to tracking costs. The result: Everyone connected to the job, internally and externally, stays 100 percent up-to-date and informed.

“Expectations are set—and managed,” says Sardone.

“A good partnership only exists when both parties agree to how it will work.”

Here, additional commonalities of great pairings.

• There’s a genuine compatibility. The ability to work together will make the process more efficient (and enjoyable!) for everyone. After all, you’re going to be spending months—probably more—with each other. It’s also important that clients are willing to take advice and are open to learning something new.

“You want both parties to be excited to take each other’s calls,” says Sardone.

• The relationship is built on respect. Great clients know that in addition to what they see being accomplished on the jobsite, there’s a lot of hands-on activity occurring behind the scenes.

• There’s a teamwork mentality. An “us” versus “them” situation never works. It’s important that everyone work together for maximum success. Communication is open, often, honest, and collaborative.

• Clients are flexible and decisive. There are always going to be unforeseen issues during the course of a project. Like life, the only constant is change. Decision-making is key, especially when it comes to selecting materials.

What’s most important: staying focused on the big picture and ultimate goal.

• There’s transparency. Being open and upfront about budgets from the beginning saves money, time, and heartache. A professional builder understands that a number of factors (material selection, custom features, finish-outs, among others) can dramatically impact a project’s cost and will work with clients to meet their desired budget, if it’s realistic.

“You can always expect the amount you’re willing to invest in your remodel to change,” says Sardone. “Don’t think of it as ROI — think of it as return on enjoyment.”