4 Strategies for Staying Ahead of Supply Chain Delays
Learn how remodelers and designers are setting client expectations, planning for setbacks and keeping projects on track
When you run a home remodeling or interior design business, you know that keeping your clients satisfied is job No. 1. Unfortunately, this job has been made more difficult with the increase in supply chain delays that have boosted wait times and costs for products and materials.
We reached out to established remodelers and designers to hear the strategies they use to deal with product and material delays and stay ahead of the curve. Read on to learn their tips for keeping projects on track and their clients happy, then share your own thoughts and solutions in the Comments.
We reached out to established remodelers and designers to hear the strategies they use to deal with product and material delays and stay ahead of the curve. Read on to learn their tips for keeping projects on track and their clients happy, then share your own thoughts and solutions in the Comments.
2. Have All Materials on Site Before Starting a Project
While it might not always be possible, receiving and storing all required products and materials before any demolition begins can save a lot of stress and worry, pros say.
“This has been a key factor in making jobs go smoothly,” says Jenny Sneller of Sneller Custom Homes and Remodeling in Spring, Texas. “If there’s garage space available, we’ll collect all the materials in the homeowners’ garage so they are on site and ready to go. If garage space isn’t available, our vendors will usually work with us to hold materials in their warehouse until we need them. The days of ordering things a week or two beforehand and expecting them to show up is not an option.”
Stephanie Frees of Plain & Posh in Clarendon Hills, Illinois, agrees that having all materials on hand is a great benefit. “My new business philosophy is to not start a project until all items are at the homeowners or in stock at the warehouses,” she says. “Knowing we have the materials on hand makes the construction phase run as smoothly as possible. No one wants to be without their kitchen or bathrooms any longer than necessary.”
Learn about Houzz Pro business software
While it might not always be possible, receiving and storing all required products and materials before any demolition begins can save a lot of stress and worry, pros say.
“This has been a key factor in making jobs go smoothly,” says Jenny Sneller of Sneller Custom Homes and Remodeling in Spring, Texas. “If there’s garage space available, we’ll collect all the materials in the homeowners’ garage so they are on site and ready to go. If garage space isn’t available, our vendors will usually work with us to hold materials in their warehouse until we need them. The days of ordering things a week or two beforehand and expecting them to show up is not an option.”
Stephanie Frees of Plain & Posh in Clarendon Hills, Illinois, agrees that having all materials on hand is a great benefit. “My new business philosophy is to not start a project until all items are at the homeowners or in stock at the warehouses,” she says. “Knowing we have the materials on hand makes the construction phase run as smoothly as possible. No one wants to be without their kitchen or bathrooms any longer than necessary.”
Learn about Houzz Pro business software
3. Select Alternative Options
Even if you’ve already ordered all products and materials for a project and expect them to arrive by a certain date, unexpected delays are cropping up more frequently these days. Therefore, pros recommend discussing and selecting alternative products and materials with clients to keep a project on track.
“Yes, every project has a list of alternative selections in case of back-ordered, out-of-stock or discontinued products and materials,” says Machi Medrzycki, general contractor at MLM in New Orleans. “This results in many more hours vested on our end, but we don’t pass those costs on to the homeowners.”
Carl Mattison of Carl Mattison Design in Atlanta believes discussing and selecting alternative materials is a necessity. “As supply chains have tightened up, it has been fun creating new ideas with new finishes and styles that maybe skew off the popular,” he says. “By doing this, I have been successful with the supply of products for jobs and, oddly enough, it has made the challenge actually rather fun at the same time, as every idea can be new and fresh.”
How to Manage Critical Conversations With Your Clients
Even if you’ve already ordered all products and materials for a project and expect them to arrive by a certain date, unexpected delays are cropping up more frequently these days. Therefore, pros recommend discussing and selecting alternative products and materials with clients to keep a project on track.
“Yes, every project has a list of alternative selections in case of back-ordered, out-of-stock or discontinued products and materials,” says Machi Medrzycki, general contractor at MLM in New Orleans. “This results in many more hours vested on our end, but we don’t pass those costs on to the homeowners.”
Carl Mattison of Carl Mattison Design in Atlanta believes discussing and selecting alternative materials is a necessity. “As supply chains have tightened up, it has been fun creating new ideas with new finishes and styles that maybe skew off the popular,” he says. “By doing this, I have been successful with the supply of products for jobs and, oddly enough, it has made the challenge actually rather fun at the same time, as every idea can be new and fresh.”
How to Manage Critical Conversations With Your Clients
4. Keep Track of Orders
Pros tell us that after all the orders for products and materials have been made and the alternative choices selected, their job is still not done. They say it’s vital to keep track of order statuses every step of the way, from placing the order with the vendor or manufacturer to seeing the delivery show up at your client’s front door.
“There’s no eloquent way to do it other than to work with your vendors and manufacturers and depend on their transparency,” says Austin Ardrey of Christopher’s Kitchen & Bath in Englewood, Colorado. “Follow up, follow up, follow up.”
Ruchi Agrawal Mohan of DesignbyRuchi in New York agrees that tracking orders takes up more of her time, but it’s essential. “I have detailed project trackers for all my projects and vendors. I follow up with them a couple of weeks before the estimated time of arrival, so I can keep track of any surprises and manage expectations accordingly,” she says. “So much of my time is now going into tracking, but that’s the only way. It’s part of the service.”
“Lately, I’ve placed many orders through Houzz Pro Concierge services and every single email and question is promptly addressed,” Agrawal Mohan says. “The order status is regularly updated on my Houzz account, the prices are the best in the industry, and they work with me to facilitate last leg white glove delivery details when required.”
Join the conversation: How has your business handled supply chain delays? Share your thoughts in the Comments.
More for Pros on Houzz
Read more stories for pros
Learn about Houzz Pro software
Talk with your peers in the Pro-to-Pro discussions
Join the Houzz Trade Program
Pros tell us that after all the orders for products and materials have been made and the alternative choices selected, their job is still not done. They say it’s vital to keep track of order statuses every step of the way, from placing the order with the vendor or manufacturer to seeing the delivery show up at your client’s front door.
“There’s no eloquent way to do it other than to work with your vendors and manufacturers and depend on their transparency,” says Austin Ardrey of Christopher’s Kitchen & Bath in Englewood, Colorado. “Follow up, follow up, follow up.”
Ruchi Agrawal Mohan of DesignbyRuchi in New York agrees that tracking orders takes up more of her time, but it’s essential. “I have detailed project trackers for all my projects and vendors. I follow up with them a couple of weeks before the estimated time of arrival, so I can keep track of any surprises and manage expectations accordingly,” she says. “So much of my time is now going into tracking, but that’s the only way. It’s part of the service.”
“Lately, I’ve placed many orders through Houzz Pro Concierge services and every single email and question is promptly addressed,” Agrawal Mohan says. “The order status is regularly updated on my Houzz account, the prices are the best in the industry, and they work with me to facilitate last leg white glove delivery details when required.”
Join the conversation: How has your business handled supply chain delays? Share your thoughts in the Comments.
More for Pros on Houzz
Read more stories for pros
Learn about Houzz Pro software
Talk with your peers in the Pro-to-Pro discussions
Join the Houzz Trade Program
Pros say that setting client expectations at the initial discussion of a project is essential to building trust and understanding of the current situation. While many homeowners have probably heard about supply chain issues in the news, they may not understand how they can affect their project.
“We find most clients are aware of the supply chain issues, but they do not fully grasp the extent of these delays,” says kitchen remodeler Louie Katsis of Olympic Kitchens in Toronto. “We let clients know that their project may take longer to complete and they should be prepared for delays. These delays can come from on-site construction taking longer or luxury appliances being back-ordered, about four to eight months currently.”
Designer Kate Roos of Kate Roos Design in Minneapolis agrees that these initial discussions are vital. “We explain the ins and outs of scheduling around these shortages, which can often delay the start of construction or require different choices to be made about certain products or materials,” she says. “We do not over-promise, because we know how often lead times are changing. If anything, I feel like we are the first bearers of bad news the client encounters. But after expectations are set, it’s smooth sailing.”
A great way to have these initial discussions is with Houzz Pro, which helps track communication with clients and creates a central record of what’s been agreed upon. Houzz Pro also allows pros to share photos and files with clients and send proposals, a 3D Floor Planner and more.