Mondays are inherently busy workdays at my custom home building business. On one such Monday, a situation occurred that merits reflection, evaluation, and some managerial lessons for anyone involved in professional service businesses like architecture and custom building.
On this particular Monday, my work schedule was full from 8 a.m. to 6 p.m., and after that I had to pick up my kids from soccer practice. The day started with a project design and budget meeting in my conference room with an architect, interior designer, and owners that was scheduled to last until 3 p.m. This get-together had already been cancelled twice, and the participants were all antsy to get this new project moving. My second meeting was penciled in from 3:30 to 5:30 with an architect and engineer to resolve some structural issues generated by change orders on another project.
The first meeting had started and was proceeding well when the office manager poked her head into the conference room and passed me a note. “Mike Stapleton is on the line with an emergency that can’t wait.” “What is it? And who?” I asked. “He won’t say.” I excused myself from the meeting and hurried to my office with a frenzy of thoughts zooming through my head. “Are one of the kids hurt? Is it my wife? An accident on one of my jobs? Has there been a fire?”
“This is Dennis,” I said as fast as I could. “What’s the emergency?” “Oh, hi Dennis, my name is Mike and my wife and I got your office phone recorder on Sunday and didn’t want to leave a message. But, we’re out here at our lot at Forest Meadows and want you to come out and meet us to discuss bidding our new home.” “That’s the emergency?” I queried.
I was slightly irritated, but I certainly wanted to remain professional and businesslike in my response to this inquiry from a potential client. “Mike, unfortunately my schedule is booked wall to wall today with architects and owners for some of my other projects,” I explained. “Yeah, your office manager mentioned that. But my wife and I are headed back to Phoenix by 10 this morning. I know you can slide out of your meeting for a few minutes to meet us at our lot.” “Mike, I cannot meet anytime today … I have previous commitments with clients. I’ll transfer you to Jan, and you can schedule an appointment with me at any other time, even next weekend if need be. I have to get back to my meeting.”
“Dennis, you’re saying no to a huge opportunity. If you cannot accommodate us this morning, I’m afraid we’ll have to exclude you from being considered as the builder of our project,” this determined, out-of-the-blue prospect pressed. I felt exasperated but remained composed. “Then you should count me out. Thank you for your consideration.”
I scurried back into the meeting and apologized for my departure. Everyone in the room wanted to know if everything was OK. “False alarm,” I responded. “Believe it or not it was someone inquiring about a project who said I had to meet them this morning or be eliminated from consideration—to start next Monday!” The other five people in the room kind of snickered. “Let’s get back to our business here at hand,” I zipped, and we were back at it.
At 11:30, the office manager took orders for sandwiches so we could keep working through lunch. When lunch arrived, my visitors agreed to take a 15-minute break. I slipped out to return phone calls and check in with the office manager. All decks were clear. No issues. No problems. As I was scooting out of my office, the phone rang. I glanced out to reception to see that Jan had stepped away. I picked up, “Dixon Builders.”
“Hey, Dennis this is Mike Stapleton. I’m glad I caught you. My wife and I picked you up a sandwich so you could meet us out here at the lot for lunch.” “I can’t. I have a previous engagement that I have to get back to right now.” “Dennis, do you know you’re bypassing a $3 million job?” he shot back. “Listen, we’ve already got our building permit and our permission to begin from the subdivision design review committee. You can start this job next week. We just need a price by Friday, and just like we’ve told the other builders, we’re going to sign a contract next weekend so construction can start on Monday.”
Incredulousness and sarcasm tried to creep into my voice as I attempted to politely state “No.” He persisted. I finally interrupted and said, “I have to go.”
