Chest Deep in Bad Customer Service

Sometimes customer service lessons come from unexpected places. Take, for example, one of our recent on-line shopping experiences.

We needed 15 easels. The plan was to use them at the company anniversary party to display pictures of our past client's homes. I went online, found some that were relatively inexpensive, and placed the order.

Now we all know, in the technology driven world we inhabit, there are a few inefficiencies we just tolerate. When they happen, we chuckle, move on, and chalk it up to progress.

But when faced with this daunting pile...

...it's pretty hard to ignore the obvious: sometimes it's easier and cheaper to do dumb things. That doesn't mean it's the best business decision. The little thing on the top? That's the easel, all disassembled, nice and compact.

Here are all the easels I ordered, TOGETHER in one of the boxes, with room to spare.

And here is the chest-deep pile of garbage that filled the office (and the recycling bin)...

A big, cumbersome, not-so-subtle reminder that we have to make a considered attempt if we aren't going to use technology as an excuse for bad customer service.

Although most of us are not in the shipping/receiving business, there are little inefficiencies we accept on a day to day basis that can add up to a less than stellar customer service rating over the length of the job.

Things like returning emails with only the easy questions answered, or the lumber truck showing up to the job site daily when the shipments could have been combined. It's so easy to pass the buck, but just because it's harder to hold someone accountable, that doesn't mean its not worth the effort to make excellent customer service a goal.

Sometimes, we have to protect our customers from the technology we use. It's our responsibility to be the last word, and to expect the subcontractors and suppliers we work with to stand back and assess what they are doing. Going beyond, if there is a failure, it's our responsibility to catch it before our customers do, and finally, if we miss the problem, to apologize for it--not offer some mediocre excuse about a technology failure.

With so many tools available to us, do we really have to accept an office full of junk as a payoff for fast delivery? Do our customers have to expect it from us?

At Degnan Design Builders, Inc., we strive to use technology whenever possible in order to streamline, organize, and keep everyone in the loop. But we always keep in mind, there is no substitute for a person.

Degnan Design Builders, Inc. ...Designed for your Life.

Thank you, Extreme Makeover Home Edition

I have been a fan of Extreme Makeover Home Edition from the very first episode, quite literally. Lisa and I tuned in to the pilot back when our first son was just a baby. Back then we probably recorded it on VHS. We were captivated and it was our Sunday night tradition. This year when they moved the show to Friday, I sensed that the end could be near.

I’m full of EMHE trivia. You want to know something about the show? I’ll try to answer it. Here are a few things that only the really hardcore, faithful viewers might know.

• In the first season, almost every home was a remodel. It was about 2/3 through the first season when Extreme Makeover Home Edition did its first tear-down.
• During the first few episodes, there was a landscape designer who liked to get in every other designer’s business. The show was focused on the conflict between the designers. That didn’t last very long, as I can’t even remember “that guy’s” name anymore. The show matured and focused on other things.
• Michael Moloney is one of the original designers. He was usually the one who was most in conflict with “that guy.”
• I am pretty sure that Ty Pennington, Paul DiMeo, Paige Hemmis, and Michael have been there the since the first season. Other designers were added over time and in fact they split into two design teams.
• Why two design teams? I found out while working on the Anders-Beattie house that there are actually TWO homes in production at once! One design team is working on each home. The schedule is offset by a few days. Ty flies back and forth between both homes. He is there for the start and finish of each home and spends part of the time at each home in between. While they build 25 homes per season, this gives the designers and the dozens of other producers and crew members behind the scenes more time off in between builds. It must be a little crazy for Ty, though!
• As of Season 6, almost every family still owned their home. While there were a few “extreme” examples, at that time 148 out of 150 families were successful in their endeavors.
• There were about 4 times in 9 seasons where a house was not completed on time. The funny thing is, every time it happened, Ty Pennington would announce in a dejected voice, “This has never happened to us before!” Well, it was only true once… but that didn’t keep them from making the claim during several seasons.
• For years, the designers played like they were making up the plans for the home on the spot. Eventually they gave up that practice, but they always worked to put together customization after doing their in-person meeting of the family and interviewing each of them—everyone’s room was somehow tailored to fit them.
• During the first season, they even went so far as to pretend that they just showed up in the city without having a builder lined up. They filmed Ty running around franticly, usually with his bullhorn in hand, screaming, “Does anyone know where I can find a good remodeler???” He would walk into an office and the guy in a button-down denim shirt would inevitably manage to clear out his full schedule and have all the materials they needed on hand (including the special order windows, cabinets, and special decorative tile that take me weeks to get), and the build would progress.
• Eventually, the big builders and suppliers got wind of this show. Builders are not remodelers, so it became easier to do a tear-down than a remodeling of a home. The fact is, things are more certain when building new than remodeling. They could find more suppliers willing to donate materials, more big builders who could support the show in any city or state where they worked

In the 9 years since then, I have not missed a single episode. This is a show that I can honestly say has changed my perspective, even changed my life. How can a mere TV show do something like that? Let me tell you.

As a member of the Madison Area Builders Association (link www.maba.org), in 2007 we were looking for something to increase our community presence. Inspired by the concept of EMHE and the public and media’s interest in Green Building techniques, we quickly came up with the concept of the Green Built Home Makeover http://www.maba.org/home-makeover . It was our own test in extreme speed. In a matter of a few meetings, we formed a team, got Board of Directors approval, and began securing volunteers. Dozens of companies and people signed up to volunteer. Competitors teamed up to complete specific trade work. In a matter of 6 weeks of work, what might normally be more like a 3 month project was complete: Energy improvements and healthy, green finishes in a home for an elderly woman on a fixed income – with a phenomenal energy savings that proved to be 52% in the next year.

We continued this event for two more years, doing a lead-safe renovation for a family whose child suffered elevated blood lead levels, and improving efficiency, comfort and health for a family of 6 living in an 800 square foot home that formerly lacked a heat in the bedrooms.

Just like MABA teamed up to do the Green Built Home Makeover, on Extreme Makeover Home Edition some of my favorite builds were in smaller markets where there is no big company to support a project. One of my favorites was in northern Wisconsin where a co-operative company of small guys teamed up to form Extreme Builders Commonwealth and build what I consider the most beautiful, modern designed homes. It was also one of my favorite family stories, but there is hardly one that is not a tear-jerker. Throughout the country, Home Builders Associations teamed up to do Extreme Makeover builds for families in need. Especially as the economy slowed, the big guys were around less, but the HBA teams, who are normally competitors, instead teamed up to make a difference.

http://www.builderscommonwealth.com/content/photo-galleries

I am proud to have been a volunteer myself. During season 6, I helped Veridian Homes on their build near Richland Center. Their trim subcontractor, Twohig Construction, needed some extra people to do a week’s worth of work in 12 hours. As Mike Twohig volunteered his guys for my Green Built Home Makeover projects, I was more than happy to be a volunteer myself and pay my crew to be there. We pulled in a few more people and came up with a crew of 20, and despite challenges (least of which was a shift from 3:00 AM to 3:00 PM) finished on time. It is an experience that I’ll remember for life.

So it was fitting that the final EMHE episode was again a team. Joplin, Missouri was devastated by tornados this year. The team completed 7 homes in 7 days – which truly is a new, one-time record by EMHE. Now a family of 5, Degnans watched together the stories of the devastated city, injured families, and a hopeful future. I look forward to future retrospectives on Joplin and the 207 families whose lives have been changed. Thank you Ty, Paul, Paige, and especially John Littlefield – you are the faces of Extreme Makeover Home Edition who inspired me every week.

Winter Maintenance

Inspecting your home and taking care of it with regular maintenance protects your investment and ensures little problems don’t become big expenses. Although we typically think of home maintenance in the spring and the fall, there are a few tasks that should be tackled mid-winter, along with some diagnostic checks that are best performed at this time of year.

In order to ensure your home is healthy and is performing as it should, the following tasks should be on your January maintenance list:

• Change furnace filters
• Clean the humidifier
• Vacuum or dust bathroom fans, smoke and CO2 detectors, and the grilles of refrigerators and freezers
• Check under all sinks for leaks
• Test plumbing shut-off valves
• Check window latches, door knobs, and cupboard hinges and tighten if necessary

When these are complete, and if you are still feeling ambitious, you may want to take on the next list.

• Feel for drafts around doors and windows. Now may not be the time to repair or replace them, but it is a really good time to take note for when the weather warms.
• Feel for drafts at the electrical outlets. Again, this probably isn't the time of year when the drafts are going to be corrected, but later you may want to remember where the problem places were. This fix is typically completed when other exterior maintenance is performed, so take good notes--especially if you plan on replacing siding or making future energy improvements.
• Stick your head up into the attic and look around for signs of frost or mold. You’re only going to see frost in the winter, so now is the time. If you do see any frost, it’s a sure sign something needs to be addressed.
• Perform an inspection of your roof from the ground. Do you see ice dams? Uneven melting?
• Check all exterior vents to be sure they are free of snow and ice.

If you happen to find something that is not easily repaired, or something that concerns you, please give us a call. It might be something we can help you with, or it might be a task better suited for a member of our outstanding subcontractor team. Either way, we want to be your first call for any of your home care questions.

Updates

Some projects seem to go so fast, especially the ones where we are not replacing EVERYTHING in the room…which is an option we find a lot of homeowners forget is available.

Sometimes homeowners put off updating their old space because they think it might be too expensive, messy or disruptive. Worse yet, when a homeowner becomes disenchanted with the older space, sometimes they begin to put off needed repairs. This is a mistake – small changes now could save quite a bit of time and money later.

One of our recent projects was to transform a kitchen. This homeowner knew what he needed and what he wanted to spend. We knew the budget didn't have enough room to purchase new cabinetry. We offered a solution: replace the counter tops and leave the cabinets. They were still in great shape, well taken care of, and although not the newest style, they worked well. In fact, by not replacing the cabinets, there was room in the budget for a snazzy back-splash, which worked to make that not-so-new cabinetry look downright up-to-date!

The options are endless, and if you do a little something now, you might avoid having to do a lot of something later. Give us a call today, and let us show you what we can do with the budget you have. Even if it’s only repairs to your current space, why not enjoy living in your home now, without the worry and frustration of “the big project” looming in the future.

Our Vendor and Subcontractor Team

We couldn't do what we do without the help of our dedicated vendor and subcontractor team. This month we would like to thank a few who have gone "above and beyond," providing truly superior service to our clients.

H&R Carpets...

consistently wow our clients with their tile designs and customer service. Their designers work to offer budget-appropriate solutions while maintaining quality and style.

Elite Electric...

are the electricians we consult with for nearly every project. We can always trust they will give our customers a well though out lighting plan.

Cardinal Heating and Air Conditioning...

is the HVAC contractor we have used for years. We can count on them to get it done right, the first time.

AnneMarie Designs...

is always helpful. She patiently meets with clients and offers solutions to design conundrums. We find her ideas consistently fresh and presented in with a positive, can-do attitude.

Auburn Ridge...

Has proven to be the best of all worlds as far as cabinetry goes. They produce a superior product both in beauty and function. They are consistently on time and on top of their schedule.

Sheri at Wisconsin Building Supply...

Is one of the most helpful salespeople we have encountered. Her product knowledge is phenomenal, and she consistently goes out of her way to answer even the pickiest of questions.

CB Painting and Decorating...

Is our go-to for all things painting. Cheryl's conscientious approach and careful clean-up means the finished product is beautiful and free of flaws.

Tammy Krez with Lakewood Realty...

Is the listing agent for our houses and properties. Tammy watches the little things that add up to a great customer service experience, and we always enjoy working with her.

Work in Progress - Tile Design By H&R Carpets

The Service part of Customer Service

I was at the office supply store hoping to find some labels, miscellaneous cleaning supplies and a doodad that would let my computer read my camera’s SD card through the USB port.

With the cleaning supplies and the labels in my cart, I walked up to the customer service register and asked where I could find an SD card reader. She said she knew they had them. Dutifully, she clicked the button on the box at her hip, brought the microphone closer to her face and described what I was looking for to the invisible person on the other end. Presumably, they answered, because she looked at me and announced I should search in Aisle F. “I already did,” I replied. She blinked a few times, swung her head back and forth in search for human assistance and, when no one appeared, she shrugged and stared at me. “I guess I can look again?” I offered, ending the uncomfortable moment. She looked relieved, and I turned to have another go at Aisle F.

I searched, unsuccessfully. Deciding to cut my losses, I returned to the cashier to check out. I figured I would stop at another store, or just add it to my online order and maybe get my wish list over that $25.00 minimum for free shipping.

“Did you find everything you were looking for?” she asked, before looking up to see it was me.

“Um, no.”

She looked up, "Oh." She continued to ring up the three items I had in my cart. Her hand flitted to the box at her hip, in a useless attempt to encourage the technology to magically solve her problem. But it hadn't worked before, and probably wouldn't work now. Her face started to pink up as she fumbled my items into the bag.

“Do you need to buy any postage today?” She blurted out, in a customer service training fallback.

“No,” I lied.

Really I did need postage, but I didn't want to waste any more time at a store that couldn't manage to get the inventory they already had into the hands of a motivated customer. All the technology, the corporate sponsored training programs, the money invested in marketing, advertising, and hiring employees, and this store couldn't sell me the merchandise from their own shelves.

At Degnan Design Builders, we are constantly looking for ways to improve our customer service. Like the next guy, we go through training, we invest money in our product and in advertising, and we pride ourselves on using the latest in technology to bring our customers the absolute best in service. This experience was a reminder, though. For all the latest tools, the most important thing is the person using the tool. It’s not the level that makes the cabinets straight; it’s the carpenter using it.

Your Contractor’s Ring Tone

It was my first day as the office manager (at a previous job). The owner swept into my office, teetering on the highest of heels. She dumped a pile of folders: last month’s accounts receivables, employment applications, and bits and pieces of various abandoned training programs. On top of the pile were my office phone and a list of needed supplies. She left with a flourish, her impossibly colored silk scarf trailing in a wave of spicy perfume. I grabbed my keys and new phone and headed out.

Five minutes away, a horrible barking erupted from my purse. It was high pitched, frantically loud, and I couldn't answer it fast enough. It was the owner calling. I later learned I had inherited the phone from the previous manager…she lasted 3 months.

The take away? You can learn a lot from a ring tone.

So, what does your contractors ring tone say about him/her? Our lead carpenter, Anthony, carries a phone that rings with an old-fashioned, heart-stopping, grandma’s-calling-from-her-rotary ring. Obviously, this guy doesn't want to miss a call.

But some others have a bit more pizzazz. Here is a list of some possibilities, and what they might reveal about the guy (or gal) with the hammer.

Bach - Fugue in G minor

This guy is a bit of an intellectual, or not. One thing is sure; you (and everyone else) will most likely be treated to high-minded conversations, accompanied by the constant drone of NPR. Unless you are privy to an inverse voice, which would be a fun guy who simply likes classical. Unfortunately, the first is much more common; but for a chance at finding the second, he might be worth the risk.

Def Leopard – anything by Def Leopard

This guy knows how to use a drill - just make sure he knows where to use it. If he’s wearing a t-shirt to match his ring tone, leave him at the doorstep. Unless, of course, you planned for a long summer project, and hoped to find a buddy with whom you might relive the glory years over cold bottle of beer (at 10:00am) whilst reclining in decaying lawn chairs and kicking your feet up on your uninstalled lumber.

Tone Loc – Wild thing

You’ll hear him before you see him, and if you love the 80’s, this is the guy for you. He’s bound to suggest forest green or burgundy to accent your red oak cabinetry. He’ll also offer to install your “modern-looking” vertical blinds. If you hire this guy, you probably still have a stereo system with mammoth speakers - which is good - because he needs a place to set his ice cold Mountain Dew.

Vibrate option - set to taze

What do you have to do to get this guy’s attention? And does he really think that the phone crawling off the table on its own is any less distracting than a ring? Subtlety is lost on this guy, so speak plainly, get things in writing, and understand you might have to call 911 if the guy strokes out on your jobsite due to repeated shocks.

One, small, discrete beep

This guy spends a lot of time in meetings. The good thing is you can be relatively sure he’s a professional, at least to the extent he is concerned about interruptions. On the other hand, if he’s the one doing the work, you might plan ahead of time to communicate through email, that is, if phone tag is not on your list of favorite ways to waste time.

Rascal Flatts – Bless the Broken Road

With his cowboy hat and boots, he’s easy to spot. “Yes ma’am” will preface every sentence, and he won’t curse in front of the kids. That being said, once you let this guy in, he’s a member of your family. You’ll be feeding him, your kids will run to hug him when he arrives to work, and, at the end of the day, you might just wind up watching a Hallmark movie marathon together. Of course, he’ll cry. His craftsmanship is impeccable, but he will be as permanent a fixture as those new kitchen cabinets.

The Flinstones theme song (or Smurfs, or Bugs Bunny…)

This guy is a fun loving kind of dude, and since some of us might know him, we’ll end it there.

30th Anniversary and Retirement Party

On Sunday, we had the privilege of celebrating our 30th Anniversary as well as the retirement of our founder, Bob Degnan.

Over 120 of our past clients, as well as a number of our preferred vendors and contractors, joined us to share memories about the dream Bob had for the company, and the commitment to quality that made that dream a reality.

A huge thanks to all who shared with us.

We appreciate your continued involvement as we look to the future!

Happy Retirement, Bob!

Haggling for Home Improvements?

Yes, we know homeowners need to watch the bottom line. That being said, so does any reputable contractor.

Like all contractors, sometimes we hear the budget for a project is more than the homeowner wanted to pay. We understand this, really, we do. We want you to be comfortable with your investment, and if it is more than you want to spend, we want to work with you. We could adjust the scope of your project. We could juggle the time frame so maybe we do the bathroom this year and the kitchen next year. We could take a close look at your product selections and possibly find less expensive options to incorporate without compromising the functionality and beauty of the space. We might even be able to redesign so you get that same feeling you were looking for, but in a smaller space. There are many, many options.

We will not, however, haggle.

There is always someone out there who will undercut the other guy in order to get the work. But let’s look at the anatomy of this contractor.

As a homeowner, you basically know the prices. You see them at the big-box stores, you can shop online as well as any contractor, so unlike you may be led to believe, that low bid is not possible due to miraculous discounts earned by the charming quote on the back of your contractor’s hat. If they insist the discrepancy is in the material prices, you best double check the line items to make sure you have an apples to apples bid.

The price difference is not in the materials. You know it, we know it, and they know it.

So, where is it?

It’s in the details - the ones that separate a professional remodeler from a non-professional.

Things like proper insurances, well-maintained tools, good relationships with other subcontractors, and highly trained craftsmen do not come cheap. So, which one can you do without?

A professional knows how house systems work. They have thoroughly investigated your home and are prepared to offer budget appropriate solutions. They have taken the time to gather enough information to offer comprehensive bids, and should be able to complete the job with minimal change orders.

The conclusion: we will not haggle because we offer a high quality product, delivered in a realistic, honest and solid time frame. As always, we will work with you to make sure your project is completed on time, on budget, and to your specifications.

Do you have a project in mind? Give us a call!

Designed for your Life.

Hair Gel, Change Orders, and Trust

One day, I went to get my hair done at a popular “upper scale” salon that shall remain nameless for the purposes of this blog (If you ask me in person, I’ll tell you all about it).

I looked great. She cut my hair the exact length, she offered the perfect amount of pointless conversation to take my attention off her strangely applied eyeliner, and I walked up to the counter feeling spiffed up and ready for the rest of my day.

She, extending the camaraderie (or so I thought), walked with me, chatted with the cheery receptionist, and commenced to pull bottles off the shelves. She placed them in front of me, “you’re gonna’ love how easy this style is to maintain.” She waved at the clerk and bounced off to her next victim client.

And there I stood; buying bottles of junk I didn’t want.

I walked to my car, convincing myself I had not just been duped, but I knew better. She employed a tactic that worked on me, and probably a lot of other people as well.

You know the one. It’s the one where the customer unwittingly buys a bunch of stuff they didn't plan on buying.

Last week, I was talking to another contractor who had recently lost a bid to a competitor. The competitor bid low and planned to make up the difference in change orders. It’s sad to say, but this is a standard practice for many builders. Unfortunately, clients don’t talk about it much, because no one likes to admit they feel cheated.

After I got my hair cut, my friends all complimented me. Do you think I told them the truth about my experience? No way. I told them the name of the stylist and pretended like her up-sale at the end of the transaction was normal.

But it wasn’t. And it didn’t have to be.

If she wanted to style my hair in a way so I would have to buy bottles of goo, she should have told me, and I would have probably been on board – maybe even excited about the change. I definitely would not be writing this blog.

The fact is every sales transaction involves a level of trust. I will not return to that stylist. Not because my bill was too much, but because of the surprise at the end of the process. In essence, no matter how good the cut was, I do not trust her to work in my best interest.

So what about contractors who work with this surprise at the end philosophy, and do so successfully? Why do they get away with it? Why do people still use that styling salon?

It goes back to not wanting to be the person who was taken advantage of.

As contractors, this is frustrating. We are professional, we know how much something costs, and to have another “professional” under-bid to get the homeowner to sign the bottom line is just plain dishonest. But, there is little we as contractors can do about it.

However, there is a lot you, as a customer, can do.

The builder wants you to trust them. Make them earn it. Call their references, and keep in mind, like me not telling my friends about how I was duped, people do not want to think they have been taken advantage of. They probably won’t admit it if they went with the lowest bid and their finished project cost them more than the highest bid. Ask specific questions that go beyond if they liked their experience. Questions like:

-How many change orders were there in total?

-What was the dollar amount of change orders?

-What was the reason for the change orders?

-How much did you spend on your home outside of your construction loan?

-Were the contractor’s allowances realistic for your goals?

-Did your appliances go over your allowance?

-Did your flooring go over your allowance?

-Did your landscape go over your allowance?

-Did your lighting selections stay within the allowance?

-Was the decorating and painting budget sufficient?

-Did you feel like you had the option to reject change orders, or did you feel forced into them?

-After you reflected on the allowances you were given, did you feel like they met your original expectations?

A $50.00 haircut is not exactly what I would call low cost, but it still was a lot less than I ended up paying for the privilege of the experience.

How much will you pay for your experience? Has your builder earned your trust?

We pride ourselves on our honest approach, and yes, sometimes our numbers might sound a bit high. That’s because we will bid what you ask for and nothing less. If you want an expensive faucet, you will find it in your bid, and not buried in an allowance that does not get close enough to paying for it. On the flip side, if it turns out to be more than you wanted to spend, we will help you trim your budget in a way that will not come back to bite you in the end.

Working with unrealistic allowances cheats the homeowner, the builder, and everyone involved. At Degnan Design Builders, we design to your budget. That means you have to power to control your costs, and can be assured we will not suddenly raise prices at the end of the transaction and leave you walking to your car, wondering what just happened, and why your $50.00 haircut turned into a $100.00 experience.

Oh, and ask me for the name of my new stylist…she’s fantastic.

By: Cara Luecht - Office Manager

Energy Improvements for the 30 year old home

For the next few blogs, we will continue the discussion about energy improvements, using home age to focus in on what might need to be done to your home in order to bring it to today’s energy standards.

This week we will discuss a home approximately 30 years old. This home, built in the early 1980’s, can actually be one of the best as far as energy improvements go. Much older, and factors like lead remediation and asbestos removal come into play. Much newer, and the function of the home may need to be improved, but the form may still be acceptable to the homeowners, meaning the improvements may offer less of a “wow” factor when complete.

First, before you do anything, think about having an energy efficiency test to see where your biggest challenges are. Most likely, you will find some surprises. Let’s face it, making improvements to your home investment can be expensive, so it’s nice to know your effort will pay off with lower utility bills. Replacing your windows may not do much for your energy bill if an infrared camera shows the air infiltration is from around the window, where it may not have been properly insulated. You could think of an energy improvement assessment as an insurance policy…it means what you hoped to accomplish with your improvements will be what gets done.

Not only that, but with an energy audit, there is a system of checks and balances, with more accountability on your contractors part to perform to the standards.

Getting back to the 30 year old home, the list of improvements often includes a new roof (if it has not already been installed), windows, and siding replacement. These are big improvements, but when making these changes, being cognizant of the energy impact of your choices can lead to a big payoff in energy savings.

The roof:

As long as you’re up there, you might as well take a look at the insulation in the attic. Chances are it could use some sprucing up. If you have ever noticed ice damming, it is definitely time to climb around the attic to see what is going on. Your home should never have ice dams. They shorten the life of your roof, can cause leaks into your attic, and in severe cases, might damage drywall. They are often a source of mold growth, possibly affecting the health of your family. Luckily, proper insulation along with air sealing can rid your home of ice dams for good. An energy audit will expose each small problem spot in detail so they can be tackled with efficiency.

The Siding:

If that old aluminum siding is faded and dented and just not up to par, there are many energy improvement options available when the new siding is installed. Some 30 year old homes may already have a 1” layer of foam, but many do not. A 1-2” finished layer before t the siding with PROPERLY installed housewrap will help to increase the comfort of your home tremendously. (As a side note, the plan to incorporate foam should be coordinated with the window installer as it will add thickness to the outside wall and change the size of your window jamb.)

Another place for improvement is adding a 2” layer of foam to the exposed areas of your basement foundation. A significant amount of heat loss takes place here, and a foam surround at the foundation is now considered standard in today’s homes. This is not a difficult, nor is it an incredibly expensive improvement, and your siding installer would probably be more than happy to help you with this.

Windows:

Oh, the windows…so many choices, so many options, so much information (for fun in your spare time, count the number of advertisements for window installers you see in one day).

Here is the lowdown with windows…you get what you pay for in quality and installation.

Cheap windows will yield meager energy savings. Expensive windows will feel like you have no window at all. But, each homeowner needs to find their balance, and if the top of the line window is not in your budget, you still have options.

One thing is essential…quality installation…it will make a huge difference, especially with the less expensive varieties. The challenge is, not everyone knows when the installer is doing all they can to make your home more than aesthetically pleasing. One thing is for certain though, energy efficient improvements need to be intentional. This is where your energy audit comes in handy.

Armed with knowledge, you can be an advocate for your home and demand the windows be properly insulated, the siding and housewrap be properly installed, and the attic be properly sealed.

Of course, you could call us, and we would be more than happy to coordinate the project from beginning to end.

Functional, Beautiful, Efficient….Designed for your Life.

Workman's Comp and the Homeowner

A few months ago, my son fell while at Grandma's house. We received a call from our insurance company. They wanted to hold Grandma liable because the injury happened on her property.

This seems to be the way things are with health insurance. So, being part of the building industry, I started wondering about workplace injuries when the contractor does not carry Workman's Comp insurance.

I called our insurance agent and learned if a contractor is injured while on a job site, even if they have liability insurance, without Workman's Comp, the homeowner is at risk.

Working with liability and not carrying a Work Comp policy is a common practice in the construction trades, especially when dealing with a small company where the owner is the carpenter. In Wisconsin, when there are no employees, there is no law to say the owner has to cover him/herself with a Workman's Comp policy. After all, Workman's Comp can be expensive, and for many contractors, working without the insurance is a risk they are willing to take. What the contractor probably does not realize is the risk they are placing on their customers.

(Click on the picture below for Abe's explanation of the importance of Workman's Comp)

Even if you have a trusted relationship with your contractor, and you know they would not sue if injured, their insurance company may not have the same respect for your relationship.

Remember Grandma's house? I (being unhappy at the thought of my own health insurance suing Grandma because my son fell on her property) asked the agent if things had gotten to the point where a child cannot play at Grandma's house without Grandma being sued. Her heartwarming response was "...if the injury was on her property, she is liable."

Workman's Comp not only acts as an insurance covering a worker who might be injured while on the job, but also it works as a firewall for the homeowner, shielding them from liability in case of an injury.

When considering a remodel or building project, it is essential to work with professional contractors who know the laws and regulations and all of the potential impacts on their customer's lives and homes. Of course, at Degnan Design Builders, Inc., we not only have the proper insurances, but also have the systems in place to track the insurance of all of our subcontractors. We do everything in our power to make sure the building process is as least disruptive as possible. Just as we clean and lock up the job site at the end of every day, we consider having the proper insurances essential to providing the exceptional service we are known for.

Design, circa 1997

At a job site meeting this past week, our newest design clients handed Abe a small pile of dog-eared, marked-up “inspiration” magazines. They contained pictures and ideas collected by the homeowners, and demonstrated their affection for clean lines, neutral colors, and a judicious use of space.

One magazine, Better Homes and Gardens, looked particularly well loved. The corner of page 137 was folded over to mark the homeowner’s favorite article and pictures, entitled “Small Wonder…A Little House that Lives Large.”

Thinking about the line of books on our office coffee table with titles boasting the modern ideals of conservation, energy efficiency, and living larger in a smaller space, I settled in to see what was new in the world of small design.

The author wrote about eliminating unnecessary rooms, defining open spaces, and the use of natural light. What I didn’t expect was the sentence, “…we pumped up the volume with 17-foot high vaulted ceilings to ease the squeeze.”

What?! 17 foot high ceilings? Why would they promote such an energy and space guzzling design?

I flipped the cover over and found the publishing date. August 1997.

A ha!

After that, I sat back to read and discover what has changed over time, and what hasn’t. Truthfully, 1997 doesn’t seem like that long ago, but in the world of energy innovations, building design and language use (“pumped up the volume…” - hehe), things change quickly. Consequently, the home we will soon remodel, inspired by the more timeless elements of the magazine pictures, will be tighter, more functional, and energy conscious enough to meet today’s standards.

I turned another page and gave silent credit to the gurus of technology. A lot has changed in the last decade.

I finished scanning the necessary pictures into our computer so Abe can access them wherever he decides to work, picked up my smart phone to check my email and my schedule for the rest of the day, and headed home to the sound of digital tunes that did not require a CD, tape, 8 track, record, or victrola.

But, radio is still totally awesome.

LED Lighting Becoming Mainstream

With prices approaching affordable, LED lighting is finally becoming mainstream.

Recently, we’ve tested 3 different brands of 5-6 watt, LED MR16 lamps. They range in price from $12 to $20 each, and have a life span of 20,000-30,000 hours. We’ve done the math, and if used about 40 hours/week, this can be well over a decade of illumination.

In comparison to the LED options, MR16 halogen bulbs (20 and 35 watt) cost around $5 each. They last about 5000 hours (if you are lucky), and have around 250-300 lumens. In our office environment, the LED bulbs appear slightly brighter than the 20 watt 250 lumen halogen lamps.

Beyond brightness, if the color of light is a concern, the LED’s are available in 3000k (Kelvin degree) warm white or cool white options. Typically, lower k temps mean a warmer color of light. But we found while halogen bulbs can be anywhere between 2800k to 3200k, they do appear slightly warmer than the LED’s in color, no matter the source.

There are two main factors to consider when comparing LED, halogen, xenon, or fluorescent options: 1. Duration of use; 2. Cost of replacement. The question is how long will the lights be on each day? The more they are used, the quicker the payback in energy savings. You can expect an LED lamp to last 4-6 times as long as a halogen. Keep in mind that while the purchase price of an LED bulb might be 3 times that of a halogen, an LED lamp can boast over $100 in savings over its 50,000 hour lifespan. When you add to these factors the cost and trouble of going to the store, finding the right bulbs, and replacing them; the decision in favor of the LED bulb seems fairly simple.

But other options, such as undercabinet lighting or recessed lighting could introduce variables that would sway your preference. This winter, thinking about efficiency and life span, I purchased LED undercabinet lighting from a MABA member (previously, I had used Xenon lights but was disappointed by the inordinate number of bulbs that quickly burned out). The reflective nature of the countertops created an unexpected consequence. Polished granite, it turns out, reflected the individual dots of light. Therefore, florescent T5 undercabinet lighting, due to cost and energy use (and the fact that it does not reflect off the granite) turned out to be a winning product for this application.

Compact florescent bulbs in recessed can lights are a viable option depending on your usage. LED’s currently win out in life span and energy savings, but when adding the extra cost of trim rings, and taking into account how often you use the lights, they may not be optimal for every situation. However, if you want to be able to dim the lights, the LED’s are the way to go.

Candelabra-base bulbs are another challenge, but we have tested a couple of products from former MABA member EFI (Energy Federation, Inc.) as well as The Home Depot with pleasing results. While not dimmable, there are some 5, 7 and 9 watt CFL’s that provide great lumens with a color similar to that of a traditional incandescent light.

For more product details, please follow the links below.

EFI candelabra base, 40 lumen/watt rating, with the flame-tip decorative style: http://bit.ly/f9vR9v

Home Depot Product comparison:

http://bit.ly/dG7scj

Home Depot - highest lumens and least expensive:

http://bit.ly/giB8Zy

These are the 3 MR16 LED's that we've found:

http://bit.ly/gC0NMV

This is the brightest lamp we tried:

http://bit.ly/evVkE0

Most efficient, least expensive, and bright:

http://bit.ly/fFIJfY

Demystifying Energy Improvements

If you look out your window in the morning and see this on the neighbor’s roof, you know something is not quite up to par with their home’s energy efficiency.

Besides causing you to wonder if your own roof has tell-tale spots (you may want to put on your robe and take a look while the frost is still on the roof, or better yet, ask your neighbor what they can see over their morning cup of coffee), signs like these reveal the lack of knowledge that homeowners, and even many builders, have in regards to performance expectations.

The dark spots on the left side of this picture reveal areas where heat from inside the house has escaped to melt the frost off the shingles. This is concerning for three reasons. The first is the potential of ice damming and the resulting damage. The second is the transfer of heat to the outdoors, which reduces efficiency and increases utility bills. The third, and possibly most concerning, is the evidence that for this home, energy efficiency may have been an afterthought, and along with the keys, the homeowners may have purchased an abundance of missed opportunities and unrealized potential savings.

Last week, I (Cara) crawled into an attic with Anthony as he taught some local maintenance technicians how to make their apartments more efficient. Going into the project, I thought I knew a fair amount about building with efficiency in mind. What I learned, however, is unless efficiency is a priority of the builder, it simply does not exist. The spots on the roof should not be there. They are easily preventable, and planning their prevention, or in this case, their correction, is essential to a well performing structure.

Over the next few weeks, we will work to demystify energy efficiency. We will describe what the term means, the modern expectations for an energy efficient home, and how these expectations are realized.

Watch our upcoming blogs for hints on how to make your home more efficient, including a list of projects, some approximate costs, what improvements can give you the most bang for your buck, and advice on what you may or may not want to tackle on your own.

Our Philosophy

Please let us share our philosophy with you...

The support system of our business is our philosophy. We believe the fundamental values that guide our practices are as important to the success of our projects as are the foundations of the structures we design and build. Using our philosophy as a blueprint for how we operate means we have the ability to act with intention, and our customers have the opportunity to know who we are and the level of quality they can expect from us as a company.

Our Philosophy

Our primary occupation is one of stewardship. We understand every decision has a cost, whether it is financial, environmental, or relational. This is why we focus on the design process. Years of successful projects demonstrate how the time invested with us in the planning phase pays dividends in up-front proposals and fewer change orders and surprises.

Our process is based on communication, respect, and the details that showcase our commitments to our customers and our community.

Our Values

-We believe you can find success in playing by the rules.

-We believe that all regulations should be adhered to, and Building Code is the minimum required, not the final product. We do not just “build to code,” we build beyond the code, offering our customers truly exceptional quality and long term value through better comfort, durability, safety, and efficiency.

-We believe in giving back. The owners and employees are actively involved in their communities, and we strive to find subcontractors with the same values.

-We believe in the importance of relationships and work to nurture healthy alliances in both our professional and personal lives.

-We believe in earning our customer’s business. We want our customers to choose us because they know we embody the best the building trades have to offer.

-We believe in the principles of stewardship: of finances, of the environment, of resources, and of friendships.

-We believe in the power of analysis, and continually find new ways to put ourselves to the test. We look for measurable results, testing our homes, customer satisfaction and other business benchmarks.

-We believe in being proactive.

-We believe our business will grow, because we make intentional decisions that will yield positive future results.

“I have gained this by philosophy: that I do without being commanded what others do only from fear of the law.” – Aristotle

The VALUE of DESIGN

Given the small area of most bathrooms, and the number of elements that need to be included, it is no wonder why remodeling can be such a challenge. However, breaking the obstacles down to their most honest form reveals a much simpler challenge, and fortunately, simple challenges usually have simple solutions.

No budge in the budget ...

Let's face it; the budget dictates your project. Even if it's a generous budget, it's still the deciding factor in not only the choices you make, but also the options you have to choose from. In fact, the only thing more important than creating the budget is sticking to it - and in a big-box-world of choices, sticking to a budget isn't easy…

…and the solution is not always about cutting back.

It is about making smart choices. Educating yourself about the available options is a good place to start, but the information is only as good as the source, and if you are counting on a teenager standing in the tile aisle of your local big box as your main source of information, then you may be placing your project in the hands of someone with very little practical knowledge. This assistance is probably fine for choosing paint colors, or a cool new lamp, but surely not the best source when considering plumbing and electrical code. In order to make the most informed decisions, you need a professional who is familiar with your home’s intricacies.

Your one defense against budget breaking choices are the experts you rely on. Yet for some reason, when attempting to control the budget, professional design is often the first item scratched off the list.

Design takes into account all of the elements: plumbing, electrical, traffic movement, ventilation, storage space, and aesthetics. A good design means that you will have a convenient place to plug in your blow dryer. It means that your door will close properly. It also means that the toilet is not the first thing you see when you walk past the bathroom.

A good design ensures the room will last. It alleviates mold and mildew before it starts to grow. It allows for plumbing accessibility in case of a malfunction. A good design means you only remodel once, the right way, with the right elements, chosen with the help of someone who knows which faucets will last, which tile is too slippery, and how to save you money without sacrificing value.

Consider this: over the past three years of projects, 100% of our customers surveyed reported that they were satisfied with how we handled their budget. We attribute this to the planning that takes place in the design phase, and more importantly, the resulting low incidence of change orders and surprises during construction.

When was the last time you talked to a friend who remodeled, and they reported their project actually stayed on budget?

If remodeling choices are truly about money, and they always are, the question is not if you can afford to use a design/builder, but rather, if you can afford not to use one.

The Man Cave

Every time I surf through the home building networks on TV, I seem to run into a “man cave” episode. So, with my curiosity piqued (and ignoring the potentially sexist implications), I decided to fire up the search engine and type it in.

One website, boasting the best of the best, caught my eye and I found myself scrolling through photos of rooms that look like hotel fantasy suites minus the hot tub. Star Wars rooms (including a life size 3CPO), and Star Trek rooms (let’s not get the two confused), popped up on the screen. The website promoted theater rooms with walls textured like an actual cave, garages with wet bars, spaces designed to look like a NFL locker room, and even a room built around a pole (yes…you know the kind). After the initial smirk and eye roll, I was impressed by the detail that went into these spaces, and especially the level of craftsmanship displayed. After all, taking a basement block wall and turning it into the Starship Enterprise, and doing it well, is not an easy task. There’s electrical to run (a lot of it for those control panels), and plumbing for the wet bar (where was that on the bridge?), and a good deal of well planned audio and visual equipment. In short, design and planning cannot be taken lightly for a well done “man cave."

If you have dreams of a “man cave” of your own, and you want it to be a place you are proud to invite your like-minded friends, give us a call. We will make sure your space consists of more than a big screen hanging on a painted block wall, attached to a giant orange extension cord running the perimeter of the room. In all seriousness, we would design it so every square foot is utilized to its fullest potential. Non-standard lighting choices, the perfect fixtures, and carefully selected flooring all influence the comfort of your “man cave”. We could even create a wet bar in the place where the replicator should be (as we have not perfected that yet). Or, add that fantasy suite hot tub back in.

Of course, if you are looking for a room that blends with the rest of your decor, we could design that as well, paying close attention to the details that will make your remodel or addition feel seamless and comfortable.

2011 Parade of Homes

Are you ready to save $25,000 building your new home? We have 2 different homes, 2 different lots, and 2 different price ranges -- ready to go, both with $25,000 in Parade of Homes savings and ready to occupy after the Parade of Homes in June 2011.

If you are ready for your dream ranch, with an open floor plan, great room, 2 fireplaces and room for everyone, see Lot 35 Rivers Turn. There are 4 bedrooms, views to die for, and a garage that you just won't believe -- room for 6 cars, or all your toys! Quit paying storage fees for your boat or hobbies and buy this home. Entertain in the open great room and kitchen, enjoy holiday dinners in a semi-formal dining room that is still comfortable for your weekday dinner. A 1/2 acre lot with a private back yard leads you to the Yahara River conservancy -- and no back yard neighbors! Notice 3 sets of patio doors that connect you to that back yard. Views from every part of the house -- even across the street there are no homes.

Front view of 35 Rivers Turn

Rear view of 35 Rivers Turn

Looking for an open 2-story plan at a modest budget? Then Lot 66 Rivers Turn is for you. We have options to build with 3 or 4 bedrooms, and it has an exposed basement for future finishing. On the main level, find a REAL mudroom with room for all your stuff, a home office, and living room with a fireplace that is open to the kitchen and dining area. Windows make the difference -- take in views of the conservancy from your large living room and master bedrooms. Notice the large 10 foot patio door off the dining area. And again, a 3 car garage with extra depth to store the fun things every family has!

Front view of 66 Rivers Turn

Rear View of 66 Rivers Turn

With Degnan Design Builders, the differences are in the details and in the design. Our homes are tested to prove their energy efficiency using Home Performance with ENERGY STAR and the Focus on Energy New Homes Program. What were your heating bills this winter? In my own home, the most expensive month this year is $133, including our heat, hot water and a gas dryer used for 5 family members in a 2800 square foot home. Thanks to the Intelligent Wall construction methods, we can produce the same results for you.

For more information, you can call Abe at 846-5963, or Ted & Tammy Krez at Lakewood Realty.

Wish for Santa

Last month we received a call from a DeForest home daycare provider who suffered an overnight kitchen fire. The disaster not only closed their business, but also made their home unlivable. Thankfully, no one was hurt.

We began working immediately to return their home and business to normal.

First, we assessed the damage. We found black walls and ceilings, ashes and dirt everywhere, destroyed appliances, and ruined cabinetry. The acrid smell of smoke permeated the house. A thorough clean-up job, new cabinets, new appliances, as wells as a lot of other work was needed to make this house a home again.

Although a fire right before the holidays seems to be doubly tragic, it provided a window when the kids were home for the Holiday break. This allowed Anthony to begin the task of lead safe demolition as soon as A & J Restoration Services finished cleaning. With the lead safe work out of the way, Cheryl of CB Custom Painting quickly sealed the newly clean walls, effectively erasing any residual smoke odors. New cabinets and appliances went on order and the kids were able to come back to their home away from home.

Although Anthony works diligently on all of his jobs, this one was special, as this smoke damaged home is the home of his children’s daycare provider.

Imagine our surprise when the next week we read this in the DeForest Times Tribune:

Dominic, Anthony’s son, had a special wish for Santa. We find it heartwarming that Santa is using Dominic’s dad to make the wish come true.

Wondering what "The Not So Big House" really means?

I've talked to many clients about the concept of "The Not So Big House" as architect/author Sara Susanka presents. In case you've wondered about it, but haven't taken time to read the books, here is a primer in a half-hour webinar that Sarah presents.

You need to enter your email address but this is a free recording and you can also download the slides to review for yourself.

To find out about creating your own "not so big house", an inspired home full of warmth, beauty, and detail, just contact us!  Or consider building yours as our 2011 Parade Home(tm).

2011 Parade of Homes(tm)

Degnan Design Builders is proud to be a 2011 Madison Area Builders Association Parade of Homes(tm) builder.  We are offering Lot 35 in Rivers Turn, Conservancy Place, DeForest.  Please view this video to learn more about the site we are offering and contact us if you are interested.

Ice dams

With winter fast approaching, energy savings and comfort are primary focuses for many of our homeowners. Snow shovels, blowers, boots, and gloves beckon from their various household corners, and we at Degnan Design Builders, Inc. remember the heavy snows of recent winters with visions of ice dams, soggy insulation, and dripping drywall. Here’s to hoping for a mild winter…

Example of an ice dam

But just in case, there’s nothing like a little preparation to be on the safe side.

One of Anthony’s current projects is an interesting 1950’s ranch home in Madison, WI. As you drive down the quiet street bordered by mature trees, you realize that over the years the houses here have shed their post war look-alike aura for the more individual identities provided by generations of creative do-it-yourselfers. This home in particular started out modest, but with the prior addition of a room off the back of the kitchen, the footprint offered workable space for the homeowner’s desired improvements and updates. Specifically, he wanted the added room to be comfortable both during the summer and winter, a roof that did not develop ice dams and leak, and a focus on energy savings. Being a Green Built Home builder and remodeler, we at Degnan Design Builders, Inc. are prepared to help all of our homeowners meet these three goals.

As every experienced remodeler knows, working with an existing structure can offer some unique challenges, and as each new found layer if interest is peeled back, another may appear. In a house of this age, it is not uncommon to find signs of renovations that were poorly executed, and this home is no different: the floor didn’t align, and the roof actually sloped the wrong way. Another roof was built over the top in an effort to correct the problem, but it simply remained non-functioning. Consequently, in an effort to meet our customer’s goals, Anthony and Seth are working tirelessly to make the needed improvements to the existing structure.

After removing the old roof layers, Anthony is creating a cathedral ceiling which will give the room interest as well as provide an appropriate pitch for the roof.

According to permit records, the roof on this structure is only approximately 5 years old. So, as well as sharing a concern for the triple factors of comfort, functionality and efficiency, this homeowner wanted to know what can make a 5 year old roof wear out as if it has protected a house for decades.

Note how the shingles on the front of the house have curled.

Anthony’s answer: Improper insulation.

And, while the homeowner attempted to fix the problem by installing additional insulation in the attic, the new insulation did not extend all the way out over the wall plates at the overhangs of the house. This was the primary source of heat loss in winters past.

Simply described, proper insulation (in the Wisconsin winter season) creates a barrier between the heated indoors and the cold weather outside. In reality, however, it does much more than keep the household inhabitants snug and warm. When installed correctly, the insulation also sees to the protection of the house itself: wood, shingles and all.

Proper installation takes into account issues such as the type of insulation for the space and how the area is ventilated. But how is it that poor insulation can take years off of a good roof?

It begins with our weather. Remember, in the simplest terms insulation keeps the cold out and the heat in. In addition, it also provides a buffer so the cold and heat do not meet anywhere on the house. It is this meeting of extreme temperatures that damages so many roofs, including this one.

The damage occurs when snow falls on the roof and stays. If the insulation is inadequate, the rising heat meets the cold and begins to melt the snow.

http://www.tecotested.com

Now, in Wisconsin, in the dead of winter, this melt may only happen for a few hours during the short afternoons followed by a hard freeze at night - especially over the soffits and gutters at the edge of the roof. This freeze thaw cycle can take place daily for much of the winter and is the cause of the huge, dangerous looking, overhanging chunks of ice that we call ice damming.

The cycle can go largely unnoticed for most of the winter, but spring eventually comes to Wisconsin, and when the roof begins to reappear, the curled shingles are only the beginning of the problems.

The blockage of ice that forms at (or near) the gutters for most of the winter forces the melting water into the attic. This saturates wood, insulation, and sometimes pushes enough water into the house to penetrate the drywall as well. All this moisture leaves tell-tale lines and streaks on ceilings and walls, along with mold in the attic.

Example of mold due to moisture in the attic

Luckily, this problem is easily avoidable, and although fixing the damage can be daunting, protecting your home from the potential damage can be rather painlessly arranged.

There are many functional options to choose from when considering better insulation, or even replacing a damaged roof. With Anthony’s help, the homeowner of our current job chose a multifaceted approach to make sure that the new roof will stand up to whatever winter brings this year. For his new roofing material, he selected an upgraded, heavier-gauge standing seam metal roof system. In addition, the new roof over the old addition will receive foam insulation and dense-packed cellulose in order to achieve ventilated rafters, air sealing, and maximum energy efficiency. As we replace soffit and fascia around the perimeter of the house, ventilation baffles will be installed along with insulation over the wood top plates of the house (which were the previous heat loss and ice damming culprits).

All of these choices were made with energy savings in mind, and because of his focus on efficiency, over the upcoming years our homeowner will not only look forward to lower energy bills, but also a functioning roof that will last, and a room that will be comfortable in every season.

Do you have any questions or concerns about your roof? Call or post a message to us and we will do our best to help. You can find us here on our blog, on Facebook, Twitter, and in the office too!