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Mark Eastman

5 Ways to Stop Over Promising and Under Delivering

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Asking Questions and Finding Answers to Help You Schedule Better

 

Things taking longer than we expect them to. This is a topic of way too many conversations. Just in the last few days I’ve had this very discussion, in some form or another, with customers, subcontractors and family members. Not to mention it’s an ongoing dialog I have with myself.

Why is this such a common problem? Is there something wrong with my scheduling system or abilities? Is there a better way to manage my time? Am I trying to do too much? Is it just the way things are? I know this is a lot of questions, but asking questions is the only way to find answers.

I think one reason we don’t ask questions, is the amount of time it takes to find answers. If it isn’t a simple answer that jumps out in front of you, it’s easier to just let things keep going the way they are. I’m behind, I don’t have time to look for answers to questions.

Here are 5 answers that you won’t have to look for:

 

  • Find the balance of accuracy and urgency –

This is a big struggle that I have when scheduling. I know that I’m deadline oriented. If I allow two hours to do something it will most likely take twice that long. If I allow four hours, it reduces the level of urgency and I will procrastinate. Something else will take its place. I’ve figured out that If I schedule myself short on time, I focus better, and the increased urgency will get it done faster. Figuring out your balance of accuracy and urgency can be tricky but is critical.

 

  • Give as much importance to my schedule with myself as to others –

When I put things on the calendar that are for myself, I tend to be more lenient. This is different than when I have a meeting scheduled with someone else. If I am going to honor God and others, I need to also honor myself. This is hard for me but is one of those areas where I need to be more accountable. If I hope to spend my time efficiently, I need to be realistic when scheduling with myself and honor it.

 

 

  • Stop trying to do too many things –

But there are so many important things that need to be done. If I don’t do them, they won’t get done or they won’t be done right. This tendency of trying to do too many things has always been a characteristic that I have been proud of. This is what movers and shakers do, right. Being a micro-manager doesn’t help either. There are just too many pieces to put together by myself. I need some clarity of focus on what my time is best spent on and stop trying to do everything if I want to be the best steward of my time.

 

  • Take in to account the number of things out of my control –

The bigger the project being scheduled, the more things there are to schedule. One small delay can have a snowball effect by pushing more and more things farther and farther back. There needs to be some margin scheduled in to cover these delays. The difficult part is to not let the margins become areas of wasted time. It is critical to communicate clearly to those involved the importance of being on schedule. I use two different schedules with projects. One with the customer and one with the producers.

 

  • Plan for unforeseen things that interrupt the plan – 

There are always things that can’t be planned for. It doesn’t matter how well you plan if something breaks down or there’s an accident. The priority and focus can change quickly. This is a thing that is also out of my control. The difference in the two is the frequency and the level of disruption. We can only plan for these things to a certain point. It is more about the awareness that it can happen and being ready to deal with it the best we can when it does.


The key to unlocking the door to better scheduling and planning is self-awareness. It’s about knowing who you are and asking questions. I know that I’m a recovering perfectionist and my level of expectation is high. I know that this makes things take longer. I also know that if I want to build the best business and the best me, I must be willing to ask questions, find answers and put those answers to use. It all comes down to me and my willingness to make the necessary decisions.

What are some answers to scheduling questions that you’ve found?

Good Communication Is Not A One-Way Street

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Remember That I Have Two Ears and One Mouth

 

In January last year I wrote about my core values and how I use them as a life filter. In that post I told you that I would go into each one in more detail. In this week’s solution we will dig into another one. It is to Remember that I have two ears and one mouth.

This core value points out that good communication is twice as much about listening. This makes perfect sense why God gave us two ears and one mouth. I have accepted the fact that I like to talk and do quite a lot of it. I believe that over communication is better than poor communication.

This core value reminds me of the importance of listening.

Within the last week I had two different people compliment me on my ability to communicate. One was directed at speaking and the other to writing. This was nice because I haven’t considered this to be something that I was particularly skilled at. The fact that this was communicated to me, was encouraging and inspiring.


Poor communication or the complete lack of it is one of the biggest issues in business and in life. How can I expect to help people build their dreams if we don’t communicate? Too often assumptions are made, and they lead to disasters.

If I don’t know what you want to achieve, and I don’t accurately tell you what to expect, somebody is going to be disappointed.

It is understandable why communication gets ignored. We’re busy. Communication takes time and we don’t have any extra. Whether it is listening, talking or writing…it takes time. You’ve probably heard the proverb ‘haste makes waste’. This is more evident now than ever. We are an instantaneous people. We want everything now. Aesop’s Fable about The Tortoise and the Hare points out how intentional focus on the goal and a steady movement toward it will win the race.


The constant connection to our electronic devices also contributes to our losing the ability to communicate well. There is nothing wrong with electronic devices. They allow us to connect with more people than ever before. It’s just that it can be hard to convey emotion electronically. We need to be careful to strive for and maintain a balance.

This is the ninth core value that I have written about in more detail. You can read the others here:

 

Honor God in all that I do

Intentional action

Take off the blinders, be more observant

Pay attention to detail

Spend time wisely, there is a limited amount

Never be satisfied with mediocrity

Find and maintain the balance in everything

Move the mountain one shovel full at a time

That only leaves three more to examine more thoroughly. I will communicate about them in more detail in the future so keep following these Weekly Solutions and if you know of anyone that you think would enjoy or benefit from these solutions be sure to share this link with them.

 

Building A House Can Be Scary, But It Doesn’t Have to Be

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Get Excited About Building Your Dream and Enjoy the Thrill

With Halloween season there is a lot of ‘scare in the air’. This includes haunted houses, spook walks, movies, TV shows and a whole assortment of scary costumes. People deal with being scared differently. Some love it while others hate it.


Most Halloween scares aren’t real. The same thing is true when it comes to building a new house, a remodeling project or even simple repairs. The unknown associated with something big like a building project can be scary. Or maybe you’ve had a bad building project experience and are afraid to do another project for fear it will happen again.

Too often customer’s expectations aren’t met. I believe there are a couple of reasons for this. First is the builder’s lack of guiding the customer and clearly communicating the process. Second is the customers lack of knowledge and/or experience with the complicated building process. Both things can be remedied with improved communication and information.

 


There is an adrenaline rush that comes with being scared. According to Merriam-Webster, there are “…physiological symptoms (such as increased heart rate and respiration) that occur as part of the body’s fight-or-flight response to stress, as when someone is in a dangerous, frightening, or highly competitive situation, as well as the feelings of heightened energy, excitement, strength, and alertness associated with those symptoms.”

Look at some of the words used in this definition; heightened energy, excitement, strength, and alertness. Being scared sounds like a pretty good thing.

According to this article on WebMD, thrill seekers thrive on the scary. There is something that as humans we naturally seek from getting scared. There’s something rewarding when we go through the process and come out on the other side braver and stronger than when we started.

When researching thrill seeking the internet redirected my search to the word adventure. I think viewing a building project as an adventure is great way to look at it. Adventures can be scary but take us to exciting new places.


Whatever scary situation you find yourself in, you have the internal ability to use that scare in your own productive “fight or flight” way. Lissa Rankin, MD tells how fear makes you sick, but it doesn’t have to. The mind is a powerful tool. It is up to us to decide if we are going to work through the situation or run from it.

 

Happy Halloween

How to Simplify A Complicated Business System

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Focusing on One Shovel Full of the Mountain at A Time

With my years of construction experience, I tend to view things from a building perspective. The things needed to build a good structure are the same for building a good business.

 

These things are:

• Purpose – The why, the reason for building it, who is it going to serve?

• Design – How is it going to look, how is it going to serve (products, services or both)?

• Style – Personal preference of the finished project, not everyone wants everything to be the same, we are all individuals.

• Foundation – This is what supports everything else, the core values of the construction.

• Framing – This is what sets on the foundation and connects everything, it is the system of operating.

• Tools – These are used to put everything together and maintain it daily.

• Team – The people employed to put the pieces together and to perform the daily operations.

 

There is a lot that goes into building something. I have written about how building and operating a business can be like standing in the shadow of an overwhelming mountain and the importance of having a clear plan and being organized. It is easy to be pulled in many different directions when trying to build and operate all the different pieces of a business.

 

By nature, I tend to make things complicated (sometimes more than they need to be). This is in part due to my focus on detail and isn’t all bad. The down side to being like this is that things don’t get done very fast. I know that I need help to build my business and move my mountain.

 

I have been working to get better at sharing shovels. I have determined that one of the things I’ve done in the past is to overwhelm new team members. So, to avoid this I am working on ways to simplify the system and to focus on one shovel of the mountain at a time.

 

Our business has three areas of focus; Sales/Marketing, Production/Operations and Administration/Finance. There is a lot in each of these areas and they all are critical to the support of the business. Keeping them operating equally is one of the most important and difficult tasks.

 

The focused shovel today is preparing a Proposal. This is the area that I’m currently working on in preparation for my Administrative Assistant. It involves things that both I need to do and things I can delegate.

 

Preparing a Proposal involves:

• Meeting with the customer – Finding out what the project consists of and helping them figure out what their dream is. Take pictures, get measurements and make the necessary notes needed.

• Writing down the scope of work to be done – Fill out the areas and categories of the Bid Sheet with the explanation of the work to be done.

• Preparing the price for doing the work – Use the information gathered to determine lineal feet, square feet, cubic feet, etc. of the different areas described in the Bid Sheet and enter it into the Worksheet.

• Compiling this information on to the Proposal – Take the information of the two previous bullet points and put it on the Proposal to be presented to the customer.

I know that I have almost forty years of developing this system and I need to get it out of my head, simplify it and put it on paper if I ever hope to move this mountain.

Move the Mountain One Shovel Full at A Time

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The Size of Your Shovel Is Not Important

I had a conversation with Brett at Engineered Door Products earlier this week about how busy he was. He told me how he was working late into the evening and coming in early of a morning in an effort to keep up. I could feel his frustration. I have had this same conversation with too many people, too many times and deal with this myself almost every day. It reminded me of an earlier blog about spinning too many plates at once.

There are so many great things to do. How will we ever get them done? Why do we continually find ourselves in this place? Who’s fault is it that we’re so busy? 

WE ONLY HAVE OURSELVES TO BLAME!

 

I’ve been thinking a lot about why I’m always so far behind and what I can do to get caught up? Looking at this huge mountain in front of me is overwhelming. How will I ever get it moved?

Looking at a blueprint for a new building can be one of those mountains. There is tons of information on all of those pages. Where do I even start? With the first next thing, that’s where. Determine the first next thing that needs to be done and do it. If I don’t stop looking and start shoveling the foundation will never get poured.

 

It doesn’t matter whether you have a teaspoon or a steam shovel. What matters is that you start shoveling and don’t quit. Failure only exists for the person who quits.

 

 

Another way to move the mountain is with help. Two shovels can move more mountain than one. Sharing the moving of the mountain can be hard for us micro-managers but is critical to accomplishing the task. If the mountain that needs moved is much bigger than a mole hill or unless you have a really really big shovel, some help moving the mountain will relieve some of the weight of that mountain.

Moving the mountain one shovel full at a time is one of my twelve core values. My core values are the root of who I’m meant to be. The list falls into two different categories. Some I’m naturally good at. These I want to constantly reinforce. The others…don’t come so naturally.

This post is to remind myself to keep shoveling my mountains and to let you know that you aren’t the only one standing in the shadow of a mountain that needs shoveled.

KEEP SHOVELING

Here are some links to previous core value posts. We’re getting closer now, only four left.

How to Dream Big in A Small Space

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The Strength of More Than One

A few weeks ago, I wrote about creating realistic expectations for customers and how important it is for the builder to honestly manage those expectations. In that conversation I spoke about Hannah’s project of building her home using grain bins.


This is going to be a dream project for both of us, but it takes planning and working together to make a dream come true. There also needs to be patience and understanding. Too many times people’s dreams become nightmares.


Her most recent floor plan has several changes from the first one. These changes are a normal part of the process (they probably aren’t the last). Some people don’t have the patience for this and plow forward throwing caution to the wind.

On the other hand, some of us tend to plan things to death. No dream is going to be built if there isn’t some action. That’s why it’s important to find the balance of planning and doing.

I think when Hannah’s dream project is finished she will agree that some outside ideas and input helped her project be better than if she hadn’t had any.

All of us have been made to strengthen and support each other. We accomplish more when we work together. In Ecclesiastes 4:12 it says, “…two people can stand back to back to defend each other. And three people are even stronger. They are like a rope that has three parts wrapped together – it is very hard to break”. (ERV)


It’s like the two-horse rule. A single draft horse can pull 8,000 pounds so it would stand to reason that two draft horses could pull 16,000 pounds. But they can actually pull 24,0000 pounds. That is three times as much. Each horse has its purpose and working together can accomplish more.

This is the benefit of collaboration. The working together makes each of us as better as individuals and the dream stronger. Hannah and I are both slower more detailed horses. I think we might need to add a race horse to the team so that we can plow a little faster.

 

Keep following this blog and Hannah’s for more updates as the dream moves closer to reality.

The Value of a Professional Builder

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What’s It Worth to Hire A Professional?

I was talking with my wife, who’s a realtor, earlier this week. She was telling me about an individual that had been trying to sell their house themselves and not having any luck. Reluctantly they are now considering listing their house with a realtor.

Her question was why would someone not list their house with a professional? I have thought about this same thing regarding construction for years.

The ‘Do It Yourself’ philosophy has become an industry on its own. This is not to say that doing things yourself is all bad.


The question should be about value, not about dollars.

To hire or not, is the question. I’m pretty capable with a wide range of skills, but there are some things that are just better done by professionals. I don’t know about you, but I would prefer not to do my own surgery or fill my own cavity.

The number one reason that most people don’t hire a professional is the cost. When the purchase or project is in the tens or hundreds of thousands of dollars the professional fee is big. Is the money saved by not hiring the professional really a savings? The actual cost in dollars, time and heartache may be a lot more in the end.

The value of hiring a professional can go well beyond the dollars spent.

 

 

  • They have been through the pitfalls and can help you avoid them. It breaks my heart the number of times that I have been asked to come finish a project that someone started and then realized they were in over their head.

 

  • There is a process to everything and construction is no different. If you do things in the wrong order the eventual cost is often more than the professional fees. If the walls are sheetrocked before the electrical wiring is ran it isn’t going to turn out well.

  • Doing all the different things a good professional does takes a lot of time. If you plan to do them and do them well, you need to plan to spend the time. As is the case with most things, looking at something from the outside it looks easier and quicker than it really is. What is your time worth?

Once you’ve decided to hire a professional keep in mind that not all of them are created equal. You need to give some consideration to the hiring process and find the right builder for you. In some situations professional may not be the best term when describing some builders. The wrong builder can be as much of an issue as not having one at all. What is the cost of cheap? Good communication with fixed pricing are both crucial to a good professional experience.

The important thing is for you to give some thought to the question of hiring a professional before moving forward and then regretting it later. In Proverbs 19:2 it says, “Being excited about something is not enough. You must also know what you are doing. Don’t rush into something, or you might do it wrong.”, ERV.

What is the value of a skilled professional’s guidance?

 

 

Honesty Is the Best Policy – I Don’t Care How Hard It Is

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How to Create Realistic Expectations for Customers – Part 2

 

Last week we discussed the importance of communication to creating realistic expectations for customers. This week we will look at three more things that need to be addressed to provide customers with a WOW rather than a woops experience.

 

 

 

• Everything takes longer than you think

There’s a lot of information out there about this. It is a very common problem. The planning fallacy gives some explanation, but I think it is more than this. I think many of us have a desire to help others and in an effort to fulfill expectations we over promise, which leads to under delivery. Especially when doing a construction project with all the pieces that have to fit together. Many of these things are out of my control which makes planning and scheduling more difficult. In an article by Emily Guy Birken she tells of a contractor friend who has come up with “a formula for figuring out a more realistic time frame: Double the number and go to the next unit of time for your estimate. For instance, if you believe your kitchen renovation will take two weeks, according to my friend, it will actually take four months.” This seems a little extreme, but I know everything takes longer than expected.

Solution – There are formulas and systems for determining an accurate amount of time needed to do the work. It will take some experimenting to get a realistic projection for the time to do a project. (Even if it is as extreme as the example above.) Be open and honest with yourself and your customer. It would be better to tell them the longer time in the beginning. This goes for the designing and pricing stages as well. Remember that most generally customers aren’t as familiar with the construction process as contractors, and this makes the realistic time gap even wider.

 

 

• Saying yes to too many things

There are so many things that I want to do. So many great wonderful important things. With all these things drawing us to them with overpowering magnetic force we get stuck and can’t move fast enough or far enough to get away from the pull. Mistake #2 of Michael Hyatt’s blog post “The 10 Biggest Mistakes People Make in Setting Goals” is creating too many goals. He quotes the old Chinese proverb, “Man who chases two rabbits catches neither”. I think chasing too many rabbits is what causes us to us to get lost on rabbit trails.

 

Solution – This solution is simple…say NO. This will be the hardest one to do. Those of us that want to help others struggle with this a lot. In 2014 we did the “Best Yes” study by Lysa Terkhurst at church. She said “Whenever you say yes to something, there is less of you for something else. Make sure your yes is worth the less.” We have to find our specific purpose. Then we have to focus on that. We have to be honest with ourselves so that we can create realistic expectations for customers.

 

 

• Details are worth the wait


Another thing that takes time is craftsmanship. I’ve heard people use the saying, “we’re not building a piano” when trying to move a project forward faster. This may have been true, but I believe we should give the same level of intentional care to building someone’s dream as to building a piano. People have different levels of expected quality. Being a recovering perfectionist, I ‘m going to naturally move toward that. Others may not be expecting that level of quality.

 

Solution – Each customer’s expectations need to be determined early in the process so that the length of time can be determined and communicated. This is one of the hardest to determine. Often, they don’t even know what makes one thing quality and another not. It takes time to build a piano or a dream and we need to help them determine what quality of dream they want to build.

 

 

It’s hard to tell people things they don’t want to hear. That a project is going to take longer than they expected is one of those things. Communicate with them. Be honest about the time needed. Say NO if it doesn’t fit your purpose. Quality takes time.

 

If we aren’t honest with ourselves and others then we are creating unrealistic expectations for everyone involved.

Feel free to share examples of unrealistic expectations in the comments below.

How to Create Realistic Expectations for Customers

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Expectations Are My Responsibility, “The Buck Stops Here”

In March of this year I wrote about the home my architect niece is planning to build, using two grain bins. This project has been in the planning stage for several months and the dreaming/idea stage even longer. She and I discussed how we could both blog about this simultaneously from differing perspectives. This project is going be fun on a bunch of different levels.

Hannah posted her first blog at www.un-defined.com earlier this week. In that post she wrote about her reasons for delay in getting started writing.

As I read her post it got me to thinking about the reasons that things often don’t meet our expectations. I’m aware of several projects currently that customers are feeling this way. Some I’m involved in and some not. This sense of disappointment is way too normal, when it should be rare.

We need realistic expectations.

 

Why does this happen?There are several reasons for this issue and some simple solutions, that if done, would make expectations more realistic for everyone involved.

• Lack of or poor communication

I think this is the number one reason for unrealistic expectations. With most projects having so many moving pieces and different people involved it is next to impossible to set and maintain an accurate schedule. When things are proceeding slower than you would like if you were just updated it would help tremendously. This goes both directions – from the service providers and suppliers to the contractor and from the contractor to the customer. It is like waiting for your teenager to get home and they’re late. Your mind begins to go to all kinds of scenarios that rarely are even close to reality. Even though we know this, it doesn’t make us feel any better. Communication makes a huge difference.

Solution –
Be as realistic as possible at the start. Often, the customer expectations are unrealistic in the beginning. Many times, this is their first experience with this kind of project. It is the contractor’s responsibility to be as realistic as possible, even if we know the customer doesn’t want to hear it. When things aren’t meeting the expectations; make the call, go by the job, let all parties know what’s going on. I know that delivering unwanted news isn’t what you want to do. The longer you wait, the worse it will be.

 

There’s a lot of room for improving communication.

Here are some additional posts about this comunication – 

Can Communicating Too Much, Be Too Much?
The Importance of Good Communication
What We’ve Got Here, Is A Failure to Communicate

 

My expectations for this week’s post weren’t realistic. This is a case in point. I thought I could write this in a couple of hours this morning…didn’t happen. With the size of this issue and to cover it properly I kept writing and writing and writing. Finally, I decided it needs to be split into more than one post.

Next week I will post “How To Create Realistic Expectations for Customers – Part 2”

It will cover –

  • Everything taking longer than you think
  • Saying yes to too many things
  • Details are worth the wait

 

Who knows, by next week I might come up with more. If you think of any additional reasons, feel free to share them in the comments.

 

How to Live A Well-Balanced Life

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Finding and Maintaining the Balance in Everything

 

I initially wrote about Using Core Values as My Life Filter last year. The focus of that post was the importance these CORE VALUES have in providing me with insight to who I am and more importantly, who I aspire to be. In that post I listed these twelve core values and said I would write about each in later posts.


Currently have written about:

• Honoring God in all that I do
• Paying attention to detail
• Spending time wisely
• Never being satisfied with mediocrity
• Taking off the blinders and being more aware
• Intentional action and again

Today’s core value is FINDING AND MAINTAINING THE BALANCE IN EVERYTHING.

I listened to a Story Brand podcast recently in which Tim Arnold’s point was that tension was a better description of this value than balance. He points out that “we tend to be binary thinkers. We assume things have to be one way or the other”. This was his point about the term balance when used in this context. Often the word balance creates the picture of an instrument with two sides used for weighing.

Sometimes there are only two choices. When choosing between right and wrong or good and evil, I believe this is the case. I agree with Tim that too often we tend to stop our thinking at only two choices and miss all of the out of the box opportunities that are out there.

I see balance as something that involves a lot more than two things.

The Merriam-Webster definition of balance is extensive and covers a variety of different areas including people, weight, stability, accounting, mental and emotional. This is more the way I think of balance.

I see BALANCE as large platform sitting centered on top of a small point. Without anything on the platform, it sits level. When one thing is placed on top of the platform near the center, things go pretty well, and it stays relatively level. As more things are put on the platform and things begin to be crowded from the center it starts to get heavier at different areas. This causes the platform to lean. If one heavy thing or too many things are moved too far from the center the platform will tip far enough that things falls off. Keeping things setting on the platform is all about weight and location.

Our lives are like this platform. God has set our platform balance perfectly on this point and given us the responsibility of keeping it there. The difficult part of this obligation is the number of things we get to choose from to put on our platform. The choices are endless. There is spiritual, family, work, friends, fun, community, etc. and each of these areas are full of an endless number of specific things that we can put on our platform. Some things carry more weight than others. As we go through life the things we have setting on our platform will and should change.


FINDING AND MAINTAINING THE BALANCE of our platform is the responsibility given us. Will we be perfect at it…no. Can we learn and get better at it…YES!

Whether you use the word balance, tension or something else to describe this endeavor is less important than being aware of it and actively keeping your platform as level as you can.