There are many types of contractors in the construction industry; commercial contractors, home-builders, remodelers, handyman services.

We work in two ways:  with homeowners directly and for builders and remodelers.

For homebuilders and remodelers, we are a sub-contractor.  We work with their clients to design a space that suits their needs and usually provide and install the cabinets, counter tops and appliances while closely working with the contractor to assist his plumbers and electricians.
Why would a builder or remodeler use us?  They use us because we are a specialized extension of their business.  Kitchens are often times the most important room to the homeowner.

Builders have to know a tremendous amount about construction and if they are good, they have to spend time managing the construction of the house or addition.  They bring us in to provide a functional design and to provide products and a process consistent with the quality that their clients expect from them.

By using us, they also have access to our design center which allows the client to see live examples of kitchens and other rooms.  They also gain access to a company that is working on multiple kitchens, non-stop Monday through Friday, 52 weeks a year.  That means that we have knowledge, experience and relationships specific to our specialty.

We also work with homeowners who want to remodel their existing space.  In that scenario, we are the contractor.  Why would a homeowner want to work with us?  Well, for some of the same reasons that the homebuilder or remodeler does.  The good news for our homeowners is that we design and install kitchens continuously.  I always hear horror stories from homeowners who hire a guy who built a front porch and then built a deck for another client and then did an attic infill for another client and then spent several months remodeling a kitchen, much to the homeowner’s chagrin.  As an aside, most kitchens should be completely remodeled in 4-8 weeks.  I have heard of some taking 9 months or more.  That is very bad.
Because we have expansive experience with kitchens, we are able to provide predictable results, thus making us the low risk providers of kitchens.

If a homeowner is working on a project that involves a kitchen, they should do themselves a favor and talk to a company that has the word kitchen in their name.

Sub-Zero is a company that is committed to food preservation.  In addition to looking great, their product actually does keep food fresher, for a longer period of time.  They are able to lock humidity in the refrigerator, which keeps moisture in food and produce.  They even go as far as scrubbing the air in the refrigerator to remove ethylene gas which can cause produce to decompose prematurely.

Sub-Zero/Wolf is committed to creating a product that is well built and will provide the homeowner with a pleasurable experience.  The units are designed to last 20 years or more.  They rigorously test their products before shipment to ensure that the unit is operating properly before it is installed in the user’s home.  They also have a customer service department that can be reached 24/7, located in Madison, WI.  I was pleased to hear that 70% of the unit issues were resolved by calling their customer service center.  They also have a great warranty that protects the homeowner’s investment in their product.

Wolf’s engineers have enhanced the food experience by making it easier to create great food with their products.  The burners are designed to give the user an expanded temperature range.  That means that one can sear meat or hold sauce at a simmer without scortching the contents.  They have also enhanced convection technology by adding two alternating fans to distribute the heat within the oven cavity, providing even heat.

Overall, I continue to be pleased with both Sub-Zero and Wolf.  They want to build a quality product for all types of food enthusiasts.  They want the user to have a good experience and to enjoy their time with the product.  They have a strong foundation and will continue to be an industry leader for the forseeable future.  These are the reasons that we choose to partner with them.  They help us in our commitment to be the low risk providers of kitchens and other rooms, providing predictable results to our clients.

Kitchen design, and I would suggest any other design work, is never done in a vacuum. Every project has an inherent context. That does not necessarily mean there is a defined physical space. Certainly, walls, windows and doors help define context, but there are other less tangible parameters. Personal taste, budget, physical or functional requirements, existing problems, appliance preferences, code requirements, and many other variables all help define context. In a highly specialized market, and in a market with as many good choices as we have, understanding client priorities is a necessity.

Not everyone’s priorities are the same. There is a tendency in all of us, but especially in the design community, to throw down absolutes from on high and expect that clients will stand back in awe. Fortunately, I do not work for a company, or with associates who operate this way. I have, however, observed this behavior in other professionals. Frequently, I find myself suggesting that there are three major questions that must be answered to have a successful project. They are: How do want your space to look (aesthetic preferences); How do you want your space to “cook” (functional preferences), and; What is your budget (investment preferences)? All other specifics, and sub-questions, generally, will fall under one of those three headings. Every single client is different, and every single project has a different context. Answering those three questions in broad terms first, and eventually in specifics, is necessary.

Having this understanding, does not negate the benefits of designer expertise. Professionals of every industry spend a lot of time, money and effort to become experts. Experience can be beneficial to everyone. Homeowners will have maximum personal benefit when they partner with design professionals.^* There are broad-brush principles that are worth keeping in mind in kitchen design. There are recommended spaces, relationships, color combinations and lighting plans. The problem is not with broad principles, but rather the assumption that these guidelines can be shoe horned into every context. When clients and designers communicate freely and openly with each other, all of these considerations can come together harmoniously.¹ A kitchen or bath project can genuinely be a team effort with spectacular results.

The project that I mentioned initially is near our office, and as far as I know, never happened. In most cases where an architect is involved in a remodeling project, he or she will be designing the kitchen space in a context as well. The same information gathering components are present for their work, but on a larger scale. In most cases, they will have already established a relationship with the client, and therefore have a working knowledge of the owner’s goals. We work with architects on a regular basis, and we respect their expertise and function, and they respect ours. Our combined talents are different but dovetail nicely. Occasionally, the kitchen designer may drive the placement of the kitchen in the house, or define the space and size. More often, an architect will, again in a larger context, define an area or general direction for us, and then we work within that context. The best projects I do in tandem are usually with an architect that sets some general parameters, expresses his design priorities and vision, and then allows me to work. A team approach in a defined context is terrific.

Not every project will have a “design team.” This may simply be for budget reasons, or perhaps it is just unnecessary. Regardless, the simplest kitchen or bath renovation will still not be in a vacuum. Together the homeowner and designer can define the parameters and then proceed. As in most things, freedom and creativity without boundaries is really just anarchy. Freedom and creativity inside of parameters, in context, is liberating, efficient and productive.

Luxury products and materials have grown in popularity and demand. The elegance of gracefully shaped work areas are a part of today’s designs. Homeowners can entertain in fashionable rooms that are properly planned and styled for the hosting of dinner parties. All the proper elements combine to make efficient use of space and functionality of a flexible design.

Lifestyles change and family changes take place as they grow. What was once a one – cook kitchen can become a multi-cook area. As a family matures and becomes more active, its needs will change. Space planning is important to make the environment more comfortable for everyone to work and share their daily experiences. Sometimes this is the only common area that families can still bond and be close but still be comfortable in a spacious and properly designed kitchen.

Design ideas for countertops and their current trends consist of variations in thickness. Counters with a thickness of 2” or 3” are growing in popularity. Their surfaces were once neutral or subtle for the safety and security of resale. Bold colors and patterns are now a fashionable trend and grabbing attention. Be daring! Express yourself! Be different!

Storage is another feature that directs kitchen layouts. An experienced cook or even a novice needs to have the proper placement of equipment. Many times small appliances or tools will be stored in areas that are difficult to reach; therefore, it will not get utilized. The convenience of all the cooking utensils will make any chore for the cook a pleasant and fun experience.

Cabinets are like furniture for the kitchen. The kitchen is the room that comes completely furnished when you purchase the home. That is why most homeowners remodel their kitchen because it is not the quality or style with which they are accustomed. Having choices and making decisions with the guiding knowledge of a good kitchen designer can result in your personalized room.

More than cooking and eating occurs in the kitchen. Household management, reading, hobbies, working on projects, painting, family discussions, watching television, studying and just relaxing are some of the everyday activities that occur in today’s kitchens. These are some of the ideas that we take into consideration with each individual family’s design project. Everyone is different. This keeps all jobs unique and special.

Develop a relationship with the company you hire. You will maximize the full service that accompanies the project.

In the past, I have lost projects to others who claim to be kitchen and bath experts. The only difference is that the last kitchen that they designed was several years ago and the last project that they sold and managed was a garage. Yes, their price was lower and the homeowner was in love with their “craftsmanship” (they subbed out everything), but the job was destined for failure before it started. Here are the reasons:

• Specialists have experience with common kitchen design pitfalls
  Literally thousands of dimensions need to be considered to properly design a kitchen. Some of those dimensions are for door and drawer clearances, airflow for appliances and locations for plumbing and electrical requirements. If I did not have a level of familiarity with these products and their requirements, they would be easy to overlook. The plumbing and electrical requirements for Sub-Zero, Wolf and Miele differ from those of Whirlpool and Amana. They are more complex and exact.
• Specialists have relationships with their vendors
  As specialists, our company is responsible for between 50 and 60 kitchen projects per year. We have on-going, active relationships with those who provide goods and services for our projects. We intentionally use these vendors on a consistent basis because we want them to have a commitment to our company and our projects. The result is excellent customer service for our company, which we can pass along to our clients.
• Specialists are committed to staying abreast of specialty products or trends
  If I am a contractor who builds porches, garages, gazebos and rectangular additions, why would I care about who is providing the best products in the kitchen industry? I subscribe to many kitchen and bath specific publications that detail the ever changing landscape of the kitchen business. If I build garages, and patios and porches, I cannot have time to stay abreast of kitchen and bath trends! A couple, who are personal friends and used a great “craftsman”, were frustrated because the refrigerator that they had installed was not built-in (like a Sub-Zero), but was counter depth (which, as it turns out, is deeper than the counter tops). They were led to believe that it would be “built in” because the “craftsman” was using that term to describe it in his design.
• The scope of work and expectations are different
  If I were building a detached garage for a homeowner, I would work outside, creating noise outside, disrupting the landscaping outside. In the kitchen business, in a remodeling scenario, we are tearing out the most important room in what is likely the largest investment that one owns. There is a different level of management that occurs in a properly run kitchen remodel that makes the experience pleasurable and exciting for the homeowner and the trades people working on the job. After a few weeks, we know that homeowners are anxious to use their new space and with our specialty being in the kitchen and bath business, we know how to put the project back into your possession in an expedient manor.

I have been involved in conversations with other construction professionals in the past. We all decided that the construction industry needs to be recognized for its specialists the same way that other industries are recognized for their specialists. Would you hire a general practitioner to perform heart surgery?

Very rarely does a project start off badly and continue. If a breakdown in relationship occurs, it will typically be somewhere in the middle. What makes this so difficult is the inescapable nature of a project in process. Clearly, if a client and designer/contractor/architect/remodeler don’t get along early, the relationship will usually never take off. Once a kitchen is demolished and the owner is contractually obligated to a company, the situation is more complex.

I have been in the design and remodeling business professionally for 18 years, and in my observation ninety-nine percent of problems are due to a break down in expectations and/or communication. Expectation management and good communication is a two way street. Owners and designers both need to work hard at this. This is easier said then done. None of us (designer or homeowner) are mind readers. People are complex. Situations are complex. What is important to one individual may or may not be important to another. Mistakes are made by everyone. During my career experience, I have learned that keeping the following points in mind will make everyone’s experience more beneficial.

• Be clear about what is important to you
  This is always different, as all people are different. Making value judgments is not the right response by designers. Assuming a designer places the same emphasis that you do on one tenant of a project is unfair.
• Be magnanimous-we all need grace
  We all make mistakes, or have oversights. Extending forgiveness back and forth between owner and designer grows trust and contributes greatly to the relationship.
• If you don’t understand something ask
  Designers should expect to be patient and clear with clients, remembering that they may have little or no experience with construction. Homeowners should not be intimidated by industry professionals, but take full advantage of their knowledge and experience.
• Keep things in perspective
  The importance people place on their homes, time and money cannot be overstated. A major remodeling project involves all three of these. However, as the saying goes, no one lives and dies over a kitchen remodel. We aren’t performing open heart surgery or negotiating global-strategic military policies
• Respect other peoples time
  Time is the only, truly non-renewable resource and we all have exactly the same amount on a daily, weekly and monthly basis
• Don’t assume
  We all know this, but how easy it is to make assumptions. Homeowners and designers need to be very careful to not take things for granted.
• Address concerns promptly and professionally
  Delaying to address a potential conflict, mistake or change never improves the situation. We all have a tendency to put off confrontation, or delay a conversation if we sense disagreement. This only exacerbates the problem and gives small concerns a chance to become large problems. A quick phone call often will get questions answered or determine if a meeting is required.
• Don’t substitute email for phone calls, or phone calls for meetings
  this can be hard to learn. Technology makes all of our lives easier, and hopefully better. Hiding behind a PC can be frustrating to the other party, and being unavailable for a face-to-face meeting can leave a negative impression. Common sense can guide all of us in this. Email is great for communicating facts. A phone call allows us to hear emotion in the other person’s voice. Meeting face to face communicates commitment and priority.

As remodelers, we are entrusted with invading someone’s personal space over the course of several weeks or months. This is trying under the best of circumstances. When contractors or designers are insensitive to this, or take for granted the expense and inconvenience of a major remodeling project, tensions can multiply. When homeowners place unrealistic demands on the people working for them, tempers can flare.

This article was not intended to have a “why can’t we all just get along” feel. When I was a young designer I had the unique advantage of learning about expectation management from a client, in a positive conversation. This particular individual ask me about the upcoming schedule, commenting that he wanted to “manage his expectations.” This was real wisdom on his part, and the phrase stuck with me. Through my own miss-steps and through some difficult circumstances, as well as observing other situations, I came to see how important this is.

I always tell clients that they do not need to become an expert in the industry. We are there to help guide them through the intricacies of the design, selection process and installation of what will enhance the quality of their life and increase the value of their home.

There is, however, some information that homeowners can share which will allow professionals to design a space that specifically suits their taste and needs. Clients who begin their project with some general objectives give the design professional a great start on ideas.

If you are remodeling and you are at a loss for how to convey your needs, start by asking yourself a question: “Why do I want to remodel my kitchen (or bath, bar, laundry room, library, etc.)”?

The answers vary, but most people express dissatisfaction with the appearance of the room. Close to the same number of people, dislike the layout or functionality of their current space.

Sometimes, an entire remodel is initiated because the homeowner has a strong desire to upgrade a key component in the space. An example of this would be the desire to get new countertops or a built-in refrigerator or a professional style range.

Introducing one or some of these new, up-to-date elements will only make the rest of the components appear antiquated and worn. After further consideration, it is found sensible to bring all of the components of the space up to date. In nearly all cases, it would be advised.

If building new, share the things that you envision being able to perform in the space. Some people will use past and present situations to explain the things that they desire and the things that they want to avoid.

In remodel and new construction scenarios, pictures always help the design professional obtain a better understanding of the overall look and feel that you want to achieve in the space. The designer will not copy the image, but will get an idea of the elements that need to be included to capture the theme.

If you are searching for more information to share with a designer, think about how you and your family work, live and entertain in the space:

• How many people work in the kitchen at one time?
• Do you want to be able to seat people in the kitchen?
• Does the family start their day in the kitchen?
• Is the kitchen used for entertaining?
• How can I best explain my morning routine? (kitchen or bath)

A good designer should be able to extract this type of information (and more) to obtain a clear understanding of your vision. Most homeowners find it beneficial and comfortable to have a good jump start.