Clear and early communication is key
We had first repainted the exterior of this client’s Herne Bay property in 2014. Over the years, we had stayed in touch and carried out maintenance repainting work on the exterior as well as small scale interior repainting projects.
In 2024, our client decided to refurbish the entire interior of their 387 square metre house. They worked with their interior designer to develop the new interior specification.
Understanding the unique needs of our clients
Due to the scale of the property and our clients being empty nesters, they decided to stay in their home while the refurbishment was being carried out.
This presents a challenge, but one we were happy to tackle! These clients are detail oriented and meticulously organised. Nonetheless, they engaged a project manager to ensure the project would run to schedule and maximise their comfort while remaining in their home.
For these discerning homeowners, it was important that:
There was always one bedroom and one bathroom for them to use.
Their office was always available to them, meaning work in there had to be structured around their meeting schedules.
Dust free and paint smell free rooms were available to store furniture, linen, and personal items.
They were always kept informed of the various trades' estimated arrival times.
Pre-determined project milestones were met. Our client was understanding of delays and the need to re-shuffle activities. However, meeting the pre-determined project milestones was non-negotiable.
While our clients may not have the stringent daily schedules of nine to five office workers, they do have commitments to fulfil. Therefore, there is an opportunity cost on their time. One of them is a Board member of several organisations and the other has active personal pursuits.
Being able to keep to their daily schedules was of utmost importance to them—and therefore, to us. They requested a quote from Wall Treats in February 2024, with the first stage of repainting commencing in April 2024 and the last stage completed in October 2024.
To support them to remain in control, we had to enable them to:
stick with their daily routines as this offers predictability; and,
keep track of progress via frequent communication.
There were multiple telephone calls and in excess of 45 email correspondence threads over the six month project. These ensured all parties were kept up to date and had all the information they needed.
Navigating challenges with communication and compromise
There is always a transition phase when working with new stakeholders. The appointed project manager had brought in his own trades, except the painters. Due to our relationship with our client, they preferred to work with us.
This project manager and his team were cooperative and we had a positive collaboration. This was because we all had one common goal: to deliver the optimal outcome on time and on budget to our client. There were no egos to massage.
Planning ahead and open transparent communication are key to successfully delivering any project.
This project was delivered on time, on budget and to the required standards because our client:
Engaged us early on so we could partake in the actual project planning process.
Was open to discussing and encouraged feedback on the sequence of activities to ensure no rework.
Shared their expectation of what was acceptable versus not acceptable AND was receptive to our feedback on what we could reasonably and practically achieve. There was mutual trust.
The importance of involving all trades from the start
Involving your key trades—those who will ultimately impact on the visual outcome—at the outset of your project is key. Being on board from the beginning meant we could properly deliver the finishing touches on this fantastic project.
Keeping everyone in the loop from the start sets the stage for a positive painting outcome. It means that all the groundwork required can be carried out by the preceding trades. For example, it is impossible to achieve a level five plaster and paint finish if the framing and gib-fixing does not enable this!
All trades on your team must understand your vision from the outset so the right activities occur in the right sequence. Painting contractors are not magicians who can alter what is inherently unachievable. It was great to work with a team that understood this.
Nobody wants an extended project because the objectives and standards were not communicated and agreed upon from the outset. Our client adopted a proactive approach. They now have a home that they can very comfortably enjoy for at least the next few decades.
Our client was so pleased with the outcome that she invited Ashley to visit. Here’s what she said:
There is no greater honour than being invited back unprompted!
The Wall Treats difference
Any interior refurbishment project is a sequence of activities. The right trades have to be involved at the right time for the project to run smoothly, efficiently and without avoidable “re-works”. Budget overruns can occur due to unforeseen challenges.
However, controllable factors, such as these below, can significantly influence keeping to budget and timeline:
well-defined project scope; and,
effective project management where all parties know who does what by when and to what standards.
Over the last 20+ years, one of Wall Treats’ key strengths is planning to deliver projects on time and on budget. We have the:
Know-how to read and understand project schedules.
Confidence to clarify our understanding of our role and responsibilities, as needed.
Structures to ensure that we keep abreast of any movements to the project schedule and/or scope so we can align our effort and schedule to be on your site when you need us.
All these strengths means that we deliver on our responsibility to keep your project on track, as long as all other parties meet their obligations.
Get your quote here and let’s get the ball rolling in your next high-end painting project!
