Your Neighborhood Remodeler

Making the Case for Design/Build

Established in 1990Volume 46 – June 2016

Continued on page 5

www.custom-contracting.com Design/Build Remodeling

Custom Contracting, Inc.Serving you since 1990

• Design/Build Remodeling• Kitchen & Baths• Additions• Attics & Basements• Garages & Sunrooms• Dormers & Mudrooms• Architectural Windows & Patio Doors• Porches & Decks

1267A Massachusetts AvenueArlington, MA 02476

(781) 648-2835www.custom-contracting.com

When it comes to a sizable remodeling project, homeowners

can take one of two basic paths: 1) Hire an architect to draw up plans and then a general contrac-tor to execute on those plans, or 2) hire a design/build contractor to handle it all.

At Custom, the design/build phi-losophy provides the foundation for everything we do. Based on our 26 years of experience, we believe it is by far the best way to approach our craft — a conclu-

sion supported by our sky-high client reten-tion rates.

Let’s take a closer look at what design/build is and why it’s good for our clients.

Defining the Concept

The Design-Build Institute of America de-fines design/build as follows:

“Design-build is a method of project delivery in which one entity – the design-build team – works under a single contract with the proj-

At Custom, the design/build philosophy provides the foundation for kitchen remodels and every other type of project we do.

ect owner to provide design and construction services. One entity, one contract, one uni-fied flow of work from initial concept through completion – thereby re-integrating the roles of designer and constructor. Design-build is an alternative to the traditional design-bid-build project delivery method. Under the latter approach, de-sign and construction services are split into separate entities, separate contracts, separate work.”

When you work with Custom, you’ll begin recognizing the advantages of design/build early in our relationship. We

have the experience to visit your home, learn about your goals and then give you a rough idea of what the project will involve, how much it will cost and how long it will take. Since architects don’t do the construction, they can’t provide that level of detail.

Contractors who don’t adhere to the design/build philosophy might charge several thou-sand dollars to develop detailed project speci-fications. Once those are complete, you’ll find out how much the project will cost. Depend-ing on the terms of the retainer, you might not even own the rights to those plans — a big drawback if you decide to work with another contractor.

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Management Memo: A Dedicated Team Is the Key to Our Success

President Bill Farnsworth, general manager Scott Blain.

Outside of quality of work, price has tradi-tionally been the most critical variable for homeowners evaluat-ing general contractors. In Eastern Massachu-setts today, however, availability may well have moved ahead of price.

In the March newsletter, we wrote about the challenges of finding a qualified remodeler who can take on your project within a reasonable timeframe. Things haven’t gotten any easier over the past few months.

From the homeowner’s perspective, this has made for a frustrating en-vironment. We’ve heard the horror stories.

For instance, you might call five contractors and not get a single call back. Or if one does call you back, they can’t schedule an appointment for a couple months. Actually starting the project? That might not be possible for a year.

A 22-Person Team

We understand why most general contractors can’t be as responsive as they’d like these days: They simply don’t have enough people on staff to keep up with the rising demand.

At Custom, we’re in a much better position than most of our competitors to deliver great customer service in today’s environment. Our 22-person team includes 11 carpenters along with an in-house painter — a bigger production crew than you’ll find with most remodeling firms in the area.

We augment our in-house production team with a network of trusted trade partners, including specialty carpenters, electricians, plumbers, painters, tile installers, plasterers, excavators and framers. These are top-notch professionals who have worked extensively for us and whom we trust to meet our high standards.

Operating out of our headquarters in Arlington Heights, members of our office staff help with scheduling initial meetings, estimating and plan-ning projects, designing kitchens and baths, making product selections, addressing ad hoc client needs, and so much more.

We’ve built our business on a simple premise: When you provide out-standing service, clients tend to stick with you for the long haul. So whether you’re a prospective client looking to discuss a new project or an old client calling to request a small repair, you’ll hear back from us quickly and enjoy a positive experience. That’s our commitment to you.

We’re excited to announce the launch of Custom’s new website. Here, you can learn more about the design/build process, meet the members of our team and, most importantly, be inspired by projects we’ve worked on.

Visit www.custom-contracting.com today!

Looking for Inspiration? Check out Our New Website for Ideas

Visit Custom OnlineCheck out custom-contracting.com to see our blog, a portfolio of our projects, an archive of past newsletters and client spot-lights, and more. You can also find us online at:

Client Referral Program

There are other ways to qualify.

For more details, please call us at

781-648-2835.

Refer a friend, get a reward: That’s how our Client Referral Program works.

You qualify for this program when:

• someone calls in and says you referred them,

• a referral signs on with us for their project, or

• you serve as a reference to a prospective client.

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Volume 46 – June 2016 3

Continued on page 4

Taylor and Will Uttley were thrilled to buy their 1931 Colonial two years ago. The Arlington Heights home sat on a large lot and had plenty of charm, including much of its original natural woodwork and details. But the new owners knew it would need a lot of work.

Soon after moving in, the Uttleys began speaking with general contractors in the area. Custom stood out from the rest. As Taylor explains, our can-do attitude played a major role in their decision.

“When we shared our vision, a lot of the contractors said, ‘You can’t do this, you can’t do that,’” she notes. “Custom showed that they wanted to work with us and help us get what we were looking for.”

Improving the FlowThe Uttleys vividly recall the many short-comings they wanted the renovation to address. Poor flow throughout the first floor. A living room that was too nar-row and was cut off from the kitchen. A severely outdated kitchen with minimal cabinet space and a door in the middle that opened into the backyard. A half bathroom located at the end of a short, dark hallway.

One of our top priorities was to improve overall flow, which was achieved large-ly by taking down a long wall to open up the living room, kitchen and entry foyer. We also removed the half bathroom (adding a new one in the first-floor of-fice) and created a new back entryway through the mudroom to replace the old one off the kitchen.

“The whole flow of the house works a lot better,” Will says. “Now you walk from the foyer into the living room and then see the living room open-ing into the kitchen, with a peninsula with seating separating the two.”

“Everything just makes more sense,” Taylor adds.

Client Spotlight: The Uttley Home

The kitchen: before and after. The new kitchen features Silestone quartz countertops and cabinetry with flat Shaker panel type doors.

Keeping the Charm Intact As a couple who loves cooking and entertaining, the Uttleys have really enjoyed their newly remodeled home. But it’s not just the modern floorplan that excites them; it’s also what Cus-tom did to preserve the home’s character.

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Client Spotlight: The Uttley Home Continued from page 3

“When we bought it, the house had some gorgeous woodwork that had never been painted,” Taylor says. “We wanted to keep as much of that as possible, and Custom did an amazing job of making that hap-pen. Despite all of these changes — removing a large wall, completely updating the kitchen, redoing much of the plumbing and electrical on the first floor — they managed to keep the charm of the house intact.”

For his part, Will was particularly impressed with our ability to develop and stick to a comprehensive project timeline.

“The timeline they handed us before the project began was very im-pressive,” he offers. “It specified, from start to finish, how long each step would take and exactly when things like flooring, electrical and plumbing would come in. And Custom hit on just about all of those dates over a four-month span.

“To have that level of detail and be so spot-on was very impres-sive. That in itself is why we chose Custom again.”

To his latter point, we did some substantial work on the house’s exterior last summer. As for their future remodeling needs, the Uttleys know exactly where they’ll be turning.

“We feel like we have a partner in Custom, that they have our best interests at heart,” Taylor says. “They’re really vested in making sure we can do what we want to do with our home, and they care about the quality of the work.”

Before and after of the living room and kitchen space. Opening up this room has improved the overall flow.

Before and after of the half bath on the first floor. It was relocated to the office.

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E.R. (Ed) Teehan, Jr., is a master electrician who has been part of Custom’s network of trade subcontractors for two-and-a-half years. Given his strong electrical and people skills, he’s been a perfect fit for us.

An Arlington native, Ed attended Ottoson Middle School in Arlington Heights. While in seventh grade, he took part in a small electri-cal exploratory that sparked his interest in his field. He later graduated from Arlington Cath-olic High School and then earned an associ-ate’s degree in applied science from Coyne Electrical School.

After picking up his electrical journeyman’s license and becoming a master electrician, Ed started his own electrical contracting business in 1993. He has specialized in residential elec-trical design ever since.

A strong believer in educating the next genera-tion of electricians, Ed taught at the Engineer-ing, Construction & Trades Academy at Min-uteman High School for seven years. Today, as a licensed vocational instructor in the state of Massachusetts, he serves as a trade partner for Minuteman as well as Shawsheen Valley Technical High School.

“Students in 11th and 12th grade at these schools have one week of academics and then

one week out in the field,” he says. “I’ll have my student come out on jobs with me. It’s an apprenticeship model and a paid position. I re-member when I was new to the trade. There’s a lot to learn, and I like helping them out.”

The Challenges of Remodeling

While Ed has done some new construction over the years, his main focus has always been remodeling — particularly kitchen and bath-room renovations. He likes the challenges that come with remodeling.

“As long as you have knowledge of the Nation-al Electrical Code, new construction is pretty straightforward,” he says. “With remodeling,

Subcontractor’s Corner with Ed Teehana lot more thought has to go into it. Some electricians will go into an older home and tell you that do-ing certain things isn’t possible. But

there’s always a solution if you put in the ef-fort. Having worked in residential my whole career, you get to know all the tricks.”

Ed has enjoyed working with Custom, citing our ability to build and adhere to project sched-ules along with our highly skilled lead carpen-ters. He also appreciates our commitment to client satisfaction. “I’m going to do whatever it takes to keep you happy,” he promises.

Ed lives in Bedford, is married and has three children along with a stepson ranging from age 15 to 22. His 15-year-old son is a freshman at Shawsheen and majoring in the electrical field. That suits Ed just fine.

“You can’t outsource electrical work; there will always be work in the trade,” he says. “It’s hard work — you have to be able to understand and keep up with the National Electrical Code, and do the continuing education — but it’s definitely a rewarding trade.”

Making the Case for Design/Build, Continued from page 1

If you instead hire an architect to draw up plans, you’ll likely be paying a premium for design. Furthermore, there’s an important risk: As you start going to contractors with those plans, you may learn that the project will cost much more than you had anticipated. In which case, the plans for which you’ve paid thou-sands of dollars — and that took months to complete — are rendered useless.

At Custom, we like to avoid surprises. We communicate with you regularly during the design process, which helps ensure the plans meet your goals. And because we handle the construction, we can provide realistic figures for the budget. The bottom line: We won’t en-ter into a design/build agreement unless we’re sure we can deliver what you want within your desired budget range and timeframe.

Rounding out the Story A few other key features of our design/build approach:

• Collaboration: We partner with the homeowner every step of the way, from the concept stage through construction. This helps to create living areas that re-flect your personality, values and budget.

• Single-source accountability: We take responsibility for the design, construc-tion and satisfactory completion of your project. If you have any questions or con-cerns about the budget, project deadlines or anything else, you can come right to us for answers. •

• Time savings: Our design and construc-tion specialists work closely together to

complete their tasks concurrently, which usually compresses the project timeline. •

• Simplification: We coordinate the efforts of all parties involved lead carpenters, a designer, various trade subcontractors, etc. — so you don’t have to.

Design/build guides every project we do at Custom, from rebuilding a small porch to completing a two-story addition. Don’t make the mistake of putting the cart before the horse for your remodeling project. Rather than firstgoingtoanarchitectfordesignplanson an addition or a cabinet showroom on a kitchen project, start with Custom or an-other true design/build contractor.

Want to learn more about this philosophy — and why it leads to more-successful remodel-ing projects? Call us today at 781-648-2835.

Ed has always focused on remodeling; kitch-en renovations are one of his specialties.

Team Member News

First class mail

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Daniell Marks a Quarter Century with CustomCongratulations to Michael Daniell, who recently celebrat-ed 25 years with Custom. He is our longest-tenured employee.

When Michael came on board in 1991, we had just three em-ployees. As the company has grown, so too have his respon-sibilities. Since 2007 he has served as project coordinator, managing initial project preparation, co-ordinating the permit process, assisting clients with product selections, qualifying material selections, monitoring cost allowances and purchas-ing manufactured goods.

“Client relationships are critical to the success of our business, so we’re fortunate to have an experienced professional like Michael on our team,” said president Bill Farnsworth. “He works closely with our clients on most every project, and he’s been a big part of our success.”

Michael and his wife Lisa have three children, live in Arlington and are proud grandparents of two granddaughters. Outside of the office, he is an active member and officer of the local order of The Knights of Columbus.

1267A Massachusetts AveArlington, MA 02476

(781) 648-2835www.custom-contracting.comMA Reg. #101683

INSIDE THIS ISSUE

• Making the Case for Design/Build

• Management Memo: A Dedicated Team Is the

• Key to Our Success

• Client Spotlight: The Uttley Home

• Subcontractor’s Corner with Ed Teehan

• Team Member News

Bill Farnsworth Named EM NARI “Member of the Year”The Eastern Massachusetts Chapter of the National Association of the Remodeling Industry (EM NARI) held its annual Contractor of the Year Awards in April. The event honors outstanding achievement among the “cream of the crop” of the remodeling industry.

This year, the evening included a pleas-ant surprise for Custom: President Bill Farnsworth received the distinguished Member of the Year Award in recognition of his contributions to our industry.

Custom has been an EM NARI member for 22 years. During that time, Bill has served as EM NARI president, on its board of directors and as head of several of its committees (including for the Golf Tournament, which raises money for college scholarships).

Bill’s contributions to the organization, particularly to community ser-vice projects, are innumerable. As chapter executive director Michelle Glassburn put it, “Bill gives so generously throughout the year, both in and out of the spotlight. He is truly the best of the best.”

Bill Farnsworth and Scott Blain present Michael Daniell (center) with a commemorative plaque.

EM NARI executive director Michelle Glassburn presents Bill Farnsworth with the Member of the Year award.