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:

1. Chimney Guy: Do you really want to fix the lining? That's a pretty major job.
2. Me: I'm not sure, I just want to use my fireplace.
3. 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.
4. Me: I know...I definitely don't want a gas insert, though. I have tons of wood out back.
5. 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.