You're the Expert: Don't Do What I Tell You To Do
In a recent planning meeting, Nils mentioned, "never mind the solution, what's the problem". It's pretty common for a new client to have strong ideas of how something should be done. However, it's our job, as professional service providers, to figure out the problem, often times ignoring the client's perceived solution.
Recently, I played the role of client and fell into this same trap. As mentioned in a previous blog, my fireplace chimney needs some work. I just got three quotes from three different chimney repair services.
Not surprisingly, depending on what I asked for, the quotes were dramatically different. Generally the more technical my question, the more expensive the quote and the less useful the end result.
Chimney Guy #1
My Question: When we moved into this house, the home inspector noticed cracks in the chimney lining. I need to get my chimney re-lined.
The Quote: Very expensive. Re-lining a chimney involves removing all the old clay liners (stacked on top of each other) and replacing every one.
Chimney Guy #2
My Question: I've been told that there's a crack in our chimney lining. How much will it cost to fix so I can use my fireplace?
The Quote: 1/3 the price of the previous quote—instead of re-lining the entire chimney this guy recommended retro-fitting an aluminum liner inside the chimney.
Chimney Guy #3
My Question: I've been told that there's a crack in our chimney lining. How much will it cost to fix so I can use my fireplace?
Notice I asked the same questions as #2, however this guy dug deeper. He didn't care about my solution of fixing the lining. He got me talking about the problem—the fact that I couldn't use my fireplace.
Our conversation went like this:
- Chimney Guy: Do you really want to fix the lining? That's a pretty major job.
- Me: I'm not sure, I just want to use my fireplace.
- Chimney Guy: Do you want to use your fireplace just for romantic ambiance or to actually heat your house, because an open fireplace just sucks heat out of the house.
- Me: I know...I definitely don't want a gas insert, though. I have tons of wood out back.
- Chimney Guy: What about a wood stove insert or hearth stove? That will be much cheaper to install. We just run a small aluminum pipe up the current chimney. A number of manufacturers make large wood stove inserts that give off lots of heat. You'll certainly save on your oil bills this winter.
The Quote: The cost of buying an insert or hearth stove and installing it was more than quote #2, but still cheaper than re-lining the entire chimney. Of course, when you consider that this option, once installed, actually saves money instead of sucking out heat, it's the obvious choice.
The Moral
I, the consumer, have no idea how a chimney should be fixed. When I said that I want to re-line the chimney, #1 should have voiced opposition based on his expertise in the field. Chimney Guy #3 took the time to identify what I saw as a successful end-result and presented a smart plan to get there. Chimney Guy #1 just gave me a quote for exactly what I wanted.
Never mind what I (the consumer) perceive as the solution. You (the expert) are better served figuring out the problem—then the solution will present itself.
Comments
@Will:
"find people you can trust, present your problem, and let them do their job."
Absolutely! All three of those are key and must work together.
* If you don't trust the person, everything else falls apart. * If you don't present your problem, they can't fix it. (that's what I was getting at in the blog - people tend to present their solution...) * If you don't let them work, they won't be happy, you won't be happy, and the work won't get done.
When "vision" is involved, I think there is much more grey area. Communication and trust, as with any relationship, are key. When the vision is not clearly articulated - not necessarily the solution, but the goals (like wanting to heat your house) - then the solution cannot solve the problem.
I am so glad you guys are Chimney Guy #3. The ad-builder is so warm and cozy. Sidenote: There are these metal plates that you can put in front of your fireplace that will keep the cold air from being sucked out. I climbed up on one when I was 9 months old and cut my lip in two. I'd go for the wood stove.
Chimney Gal:
Replace the whole thing and put in an Aqueon fireplace! Hot. :)
http://gizmodo.com/gadgets/home/make-fire-from-water-116027.php
Read something more recent.
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Visitors
I think a large number of people try to solve the problem some themselves because they don't want to get screwed over by a swindler. This seems to be most of a problem in the automotive industry, but I think that bleeds over to other profession services. There are countless stories of contractors skimping on materials and using incorrect techniques to save themselves time/money.
Last summer our Jeep had a few seemingly related problems: - The AC would only come out of the windshield defroster vents - The Cruise Control would not work - The brakes randomly "failed" once
After talking with my dad and father-in-law (both of whom do a lot of self auto-repair), we determined it sounded like a vacuum leak.
I proceeded to take the Jeep to a garage. I asked them to do the scheduled maintenance and give me a quote on fixing those three problems. I got the car back with a quote for over $2,000 to fix those three problems.
The best part was, all three were fixed by the regularly scheduled maintenance. I will never go back to that garage, and actively recommend people against getting service there.
In short, find people you can trust, present your problem, and let them do their job.