Philosophers, thinkers, artisans, and craftsmen since the dawn of history have pondered this question. Perhaps the most famous modern book on the subject is Robert Pirsig’s 1974 classic ‘Zen and the Art of Motorcycle Maintenance’. 

In this book, he recounts in a semi-autobiographical way, how he nearly drove himself mad trying to work out the definition of quality.

I read the book looking for the answer to the question. 

It turns out to be a metaphysical answer. One that isn’t immediately helpful for communicating to my employees, subcontractors, and clients. 

Pirsig goes into a deeper meaning around the word and he comes up with something like ‘love’.

One could almost say the Golden Rule applies. ‘Do unto others’….

But even this is not quite right for our business. It isn’t really about what I would want if it were my home being remodeled.

It’s about what the client wants. It’s about their perception of quality. Of value. Of what is good. Of what is worth them spending their hard earned money on.

Perception of Quality

For example, we’re working on a significant remodel project for a client who wishes to have every electrical outlet placed intentionally, not simply on a nearby stud as is the norm. He asked, ‘doesn’t everybody do this’?  My answer? ‘For a handful of outlets, yes. For an entire house of 5600 square feet? Never.’

And here’s just one example of the many discussions that took place to get the electrical box locations just right.

This is his perception of quality.

Before we started construction, did I know we would spend twice as long wiring the house than it would normally take because every outlet, switch, and light would have to be discussed, reviewed, double checked, and approved? Nope. 

Does this affect the cost? Absolutely. Are we able to deliver on his definition of quality? You bet. Would I ever do this in my own house? Nope! 

You can see the ‘Do unto others’ only applies in that we want to make the client happy just like we would want a contractor to make us happy. 

Before a client chooses to work with a contractor, they have to make a judgment as to whether or not the company is able to deliver on their idea of quality.. Whether they can put it into words or not.

Chances are, they don’t have the words. They don’t speak ‘construction’. Assumptions will be made about our level of quality based on their initial impressions- the photos we post, what they’ve heard around town, how quickly and effectively we get back to them and a bunch of other tangible and intangible things that will impact their decision.

So, let’s get back to the definition.

The Definition of Quality

The best definition I have seen is simply, Quality is ‘to spec’. You deliver the quality specified for the price agreed upon. 

In order to figure out what the client’s ‘to spec’ is. We must talk about it with them, early and often. It’s dangerous to leave it up to guesswork. It’s tempting to look around their house as it is today and make judgments based on what you observe.

Maybe the house is messy and poorly maintained. This doesn’t mean the client won’t have high expectations when it comes to their project. In fact, these clients can be the most picky.

I’ve worked with clients who had very expensive, well-maintained homes who weren’t super fussy.

It varies as much as people vary.

The bottom line is that our ‘spec’ will need to be equal to or greater than the client’s spec for the client to feel they got their money’s worth.

What’s your spec?