Building a custom home used to be a builder-driven process. The customer approved the design and signed the contract, and then the builder started work. “The homeowner would come by once a week and see what you’d been building, and then say ‘OK, we’ll see you next week,’” says Matt Pryce.
Over 30 years ago, when Matt and his brother Steve had just launched Prycon Custom Building & Renovations Inc, they quickly realized the client was the focus of the project; in fact, the client was part of the team, with everyone working together to exceed expectations, and bring the client’s vision to reality.
A team of expertsIn those early years, homeowners dealt directly with Matt or Steve, calling them for updates or chatting with them on the job site. There are now over 20 people on staff at Prycon, as well as an enormous team of subcontractors. But the customer experience remains the same for all clients.
“As we’ve grown, we’ve spent a lot of time looking at our process, and ensuring that it’s positive and repeatable,” says Steve. “No matter what the home is like, what the budget is, or who the homeowner is working with, we want them to have the same experience.”
Each home is assigned to one of Prycon’s four project managers, a role that requires a unique skillset, explains construction manager Brett Hodges. “The project manager is in charge of the site, but they’re also in charge of the relationship with the client. Any time the homeowner has a question, it’s the project manager they call. They know everything about the build, and they are excellent communicators.” All information is discussed with the entire team daily to capitalize on years of building experience.
The relationship between a builder and homeowner is a uniquely intense one, says Matt. “It can take a couple of years from start to finish. In many cases, it can be a year before shovels even break ground while we finalize designs, arrange permits, line up budgets and work with the client while they get their financing,” he says. “It can be stressful, and the project manager is involved every step of the way.”
“The clients get to know their project manager very well,” Brett adds. “We’ve attended kids’ birthday parties, met their parents, consoled them through a loss… all while building an amazing home.”
A custom experienceNot all communication is in person, of course; Project Management Applications are used to share daily updates – complete with photos or videos to show the progress.
“It all depends on what the client wants,” says Steve. “Some people want to be on the site every day, and get daily calls or emails from the project manager. Others require less of the day-to-day.”
That flexibility extends to the design, of course: Prycon has always taken pride in not having a signature design style, but rather in building what the client wants. “California modern, classic cottage, craftsman bungalow…” says Matt. “We can design it, we can work from your sketches and Pinterest boards, we can build what your architect designs – that’s all entirely customizable.”
Even the contract is a collaborative venture Traditionally, most contracts were stipulated stipulated sum, AKA stipsum: a design would be drawn up, materials chosen, and Matt and Steve would create a contract that specified just how much it would cost. If the client wanted to make any changes, whether choosing a different tile or adding an entire sunroom – the pricing would be adjusted.
With stipsum contracts, the homeowner should make decisions on their selection before the contract is signed. “It can be overwhelming – days of choosing tiles and fixtures and lighting, all for a house that we haven’t even started building yet,” says Matt.
In other cases, homeowners ask for cost-plus contracts, which spell out the cost of each aspect of the home with an agreed-upon markup. Homeowners can make decisions as they go, seeing at a glance just how that specific choice will affect their budget.
A hybrid of these two contract models is the approach that Matt and Steve recommend. It allows for known and predictable costs to be handled in the same way as stipsum, while the variable contract elements are contained in cash allowances which provide the flexibility of client selections or market driven pricing. This hybrid approach allows for customer selection to be spread over the build schedule, while enjoying the “time of purchase” pricing costs similar to a cost-plus model.
“It requires an element of trust and transparency, but that’s one of the things you bring to the table with over 30 years in the business, and an unparalleled team of employees and contractors,” says Steve. “We can work through a design and give the client a very good idea of how much the final project will cost, giving them flexibility as well as peace of mind.”
Ultimately, he says, this client focus results in better homes and a better experience for everyone. The best results are achieved with a whole team of people – builders and clients – working together.
“No matter how involved the client chooses to be, this is a collaborative process. They bring the vision, we bring the expertise, and together we build an amazing home for them to enjoy.”
TEXT A. WAGNER-CHAZALON
PHOTOS ANDREW FEARMAN
