Rise of the Owner’s Rep: Cultivating Positive Working Relationships & Successful Projects
We interviewed our friend, the fabulously talented Owner’s Representative, Jenny Rios. She shared insight on how to get started on a project, manage key players, and how to keep projects on track for success.
Owner’s representatives are becoming an increasingly common addition to project teams. Often, they’re first to the project, hired by a client, and brought in before the architect, designer, or contractor. A rep acts as an intermediary in the all-important client-designer and builder relationship for clients who aren’t present to supervise project progress or need assistance managing decisions and players. In turn, client representatives can also serve as a designer’s best reference to help in client management, taking a load off in nudging clients along project approvals, and also in keeping other partners - contractors and architects on schedule.
Recently, I sat down with Jenny of Jenny Rios Home, an owner’s representative firm in the Bay Area. The team at Jenny Rios is dedicated to assisting smart homeowners build their dream home with the least amount of stress. Working alongside home builders and designers, Jenny’s team offers a range of services from full-service Owner's Representation, planning, and budgeting tools to manage projects effectively and on time.
We asked Jenny to share some of her process for completing a successful home building project as well as tips to get your project off to a great start.
Q: For those who may not be familiar, can you describe your role as an Owner’s Rep?
A: “An owner’s representative is an independent, homeowner advocate. Sometimes that comes in the form of educating an owner in order to allow them to make informed decisions. We work as the owner’s team leader, working collaboratively to shore up the team where needed. Our team assists with problem-solving through the hardest parts and supports all of the team players with the owner’s interests in mind. We are heavily involved in the project organization, keeping contracted parties accountable to financial and schedule agreements. Our goal is to make the home building process enjoyable for owners and everyone involved.”
Q: How has your knowledge and experience in Construction Management & Architecture and Design influenced how you approach collaboration with team members?
A: “I spent the early years of my career as an architect, solving problems in the field and wondering how these issues could have been avoided. I found my skills were stronger on the management side of projects.
In construction management, I was first trained in master-planning large public projects for ‘on time’, ‘on budget’, and ‘no surprises’. The stakes were high and failure was not an option, I learned that issues were resolved most efficiently with consistent communication and teams that were committed to the success of the whole project - not just one specific piece. Collaboration was critical to success.
I poured my energy into those projects (and teams); I learned I was a much better manager when I understood every role, responsibility, and contract deliverable required to deliver the work.”
Q: What pieces of advice do you always share at the beginning of a project?
A: “Identify what is important and manage those priorities! Try to have at least 80% of design decisions made and on paper before starting construction. This makes for a more reliable budget and schedule and allows the project to run more smoothly. Address issues early and often.”
Q: What qualities do you look for and consider in developing the right project team?
A: “I consider a project’s size and complexity and look for team players with similar, relevant experience. I look for team players who are committed to the overall project success. I look at qualifications - have they successfully completed similar types of projects? Capacity and commitment - do they have the capacity to deliver the work? And finally, Chemistry - do they have a communication style that works well with the client?”
Q: We like to be involved as early as possible to develop the most functionally and aesthetically cohesive home for our clients. When do you recommend bringing in an interior designer and how do you approach finding the right fit?
A: “Sooner in the process the better. I get to know the client, their aesthetic and what's important to them before recommending an interior designer. I look for teams that have the capacity to bring their A game and those that align with our rhythm to ensure a good working chemistry.”
Q: We find that some of the most innovative and enjoyable components of a project come from collaboration. How do you quantify this for clients to ensure they see the value in shared time and resources?
A: “The design process is unique to every client and project. Going back to what is important to the client, revisiting project priorities, we really try to provide a more organized approach to the project (and design) schedule. Clients who appreciate good design tend to be more willing to fully engage in the process, trust their chosen design team, and make refinements efficiently during design (not construction). That said, good design is not a linear process. Clients that are value-driven, and still want good design is best served to state their requirements and allow the team to present their design ideas for feedback. These clients generally prefer a more efficient process, a direct result of quality communication and good decision-making.”
Q: What strategies do you use to keep clients and key project players on track?
A: “Organizing the project into key milestones, then client decisions and design deliverables are key to keeping on track. Depending on where the project is in the process, we often sequence decisions that align with the client’s goals. Whether a project is quality, schedule, or value-driven, we work to complete the design as early as possible and work with a selected contractor under a pre-construction agreement. This approach allows a contractor the time and resources required to develop a reliable budget and schedule, in collaboration with the design team.”
Q: We have a shared quality in being females that own companies in a somewhat male-dominated industry. How do you feel this shapes your approach to relationships and management style?
A: “Our management style is both collaborative and effective. We listen to understand our clients’ goals, and desired outcomes; then manage the project to those specific goals. We work collaboratively with each and every team, organizing our work in a way that results in a much more rewarding process and successful project delivery.”
Hiring the best team is key, and yes another investment, but one that will elevate the project and also make the process much more efficient and enjoyable. Involving an owner's rep can be another variable in ensuring a successful project. Our conversation with Jenny suggests that it all comes down to good communication and a blend of the right people. We’re grateful to have relationships with so many different partners and to introduce them to our clients whenever possible. Let us know if you’re interested in discussing a new project. As you’ve just learned, it's never too early to start planning.