Across the Table: What Else Can I Do For You?

If a meeting with architects or lab planners went well, beyond just our product to the industry in general, I would ask, “What else can I do for you?  What would make your life easier?  It doesn’t have to be about our product, just in general what would you like solved?”  Understanding what bothers customers not only helps you understand their day-to-day lives, it may give you an idea for a new or improved product or service.

Once I was in Chicago.  I can’t remember when, or who I was with, but I will never forget his answer.  He sat for a while thinking and finally said, “Get rid of the approval drawing process.  It adds no value but it takes a lot of time.  If I’ve done my drawings correctly, and if vendors follow my drawings, why do they need to submit approval drawings for me to review?  It’s all a real pain and waste of time.”

Well, I could think of several answers.  “Perhaps you aren’t approving reliable vendors,” or, “perhaps you and your vendors haven’t spent enough time upfront getting on the same page regarding your needs and their product.”  Instead of sharing this, I just commiserated with him before we got on with our lives.

I’ve often wondered, though, about the purpose of approval, or shop, drawings.  I mean, who takes them seriously?  For instance, a typical architect's stamp of approval specifies the architect's review is just for general conformance with the design concept and Contract Documents. That no exceptions, comments, and/or markings may have been made does not relieve the Contractor from compliance with the Contract Document.  Changes are only by written change orders signed by both the Architect and Contractor.  Otherwise, Contract Documents rule.  Thus, if shop drawings do not conform to the contract requirements, the architect's approval does not indicate approval of any deviation from specifications.

So, why the song-and-dance with shop/approval drawings?  I remember one of the first lab planners I got to know during my Fisher Hamilton years.  He wanted to approve only three lab furniture manufacturers, and just them on every project.  He took the time to describe the idiosyncrasies in his specifications and drawings so we would stop sending him pre-bid questions.  He already had two manufacturers he trusted, who understood and provided what he wanted.  He needed a third, reliable vendor though.  He made it clear; whether interested in a project or not, we had to bid on it.  “If you aren’t interested in a project, bid it anyway.  I assume you know how to lose on bid day.”  In return, he promised each of the three companies would get their share of his business.

I liked his philosophy.  Everyone understood what was needed and provided it.  No approval drawings were necessary.  Time and money are saved by everyone.  It was easier than bidding on everything else.  I wonder why no one does this anymore, working with trusted vendor partners.

Dave can be reached at dwithee@alum.mit.edu or 920-737-8477.

All opinions expressed in Across The Table with Dave Withee are exclusive to the author and are not reflective of Lab Design News.