First things first. Our design/build team is eager to create a living space that embodies our clients' dreams. It's our passion. But that's not where we begin.

We start by focusing on our client's vision and exploring possibilities for remodeling their home. From the very onset our clients a part of the Tibma team. This working relationship forms a unique understanding of each client's personal style.

As dreams take shape in the designs we develop for each clients' home, they gain confidence and trust.

The final product makes the time we spend worth every minute. Together our efforts result in a fantastic living space. One that perfectly expresses each client's individuality.

Our company does between 12 and 15 jobs a year. We work on a wide array of projects from whole house and condo remodels to kitchens, master bedrooms and bathroom renovations. We also do specialty work including universal design for an aging population, home offices or outdoor living room spaces.

A "sweet spot" for Tibma Design/Build is to work with clients to improve the use of their space so that it works best for their lifestyles. We spend a lot of time really developing the concept of the space and extracting the vision that is within the mind's eye of our clients.

In large part, our relationship with our clients is the key to our success. We truly care about each client; their experience during the project and how they feel about the project after it is completed.

If it means taking the extra time and effort to make sure a client feels comfortable with a decision they have made, then we will go the extra mile to make sure they made the right choice. An example might be the location of a light over a kitchen table. While it might look right on the electrical plan, we will mock-up the layout of the table and chairs to make sure it feels right as well.

Taking the time up front eliminates some of the "bug-a-boos" that might irk a client every day after a project is completed or be a costly fix later in the construction process. Of course, we have the attention to detail, schedule and quality to back up the client service that we provide. One is no good without the other!

Typically, our clients value the importance of design and want to address a specific set of needs in a way that is very personal to them and their lifestyles. They may want the help in pulling the aesthetics of their project together because of their busy lifestyle. Many of our clients are working couples with growing families that may be in a house that doesn't meet their needs anymore. In fact, they are often families very much like our own, so we are able to relate to their challenges and goals.

Other clients may be downsizing, moving into a condo or finally able to realize their dream for a gourmet kitchen. We have also done quite a bit of work for people who want to think ahead and design their home so that they can "age-in-place." They make choices for door widths so that a wheelchair can fit through or select lever door handles that can easily be opened by an older population. Our design team's objective is to educate and raise awareness, so that each client can make choices that will make a big difference down the road.

The common thread is that our clients want to do things right the first time and recognize that the details of their decisions will drive their satisfaction with their home for many years. They want to be educated and informed so that they can make the best decision possible given their goals and budget.

A "good fit" is the basis of all relationships. It is important our clients feel comfortable working with us and we can work well with them to create their ideal space.

Active participation allows us to deliver a living space that satisfies functional needs while reflecting each client's style and individuality. Our relationship will span over several months and we may need to ask about personal habits, set priorities and develop solutions to complex issues where not all parties agree.

There are several characteristics of a "good fit" that we need to agree on before we roll up our sleeves and get started on a project:

• We are partners that respect one another's role in the process;
• We will follow the steps developed by Tibma to ensure a thorough and consistent approach;
• We can be honest during financial discussions so that the best value decisions are made;
• We will need to modify and re-think the design since it is an evolutionary process that balances needs, wants and dollars;
• We will set clear expectations and define the next steps;
• We will respect agreements and deadlines so that your project can finish on time.

"Good fit" is a part of our formula for success. We are committed to having a terrific experience for our clients by getting off on the right foot.

By the time construction begins, our clients are already well acquainted with their Lead Carpenter and may have met some of the subcontractors during their visits to the job-site with the Project Development Team. At the Pre-construction Meeting, we ask each client what would make the project a "homerun." We want to understand and address each person's "hot buttons" and come up with pro-active solutions. We learned that one of our clients was an Emergency Room physician who often worked at night and slept during the day. We were able to re-route traffic through the house, put up extra sound protection, limit the use of radios and adjust our schedule to give her as much needed sleep as possible.

One of the key management tools used by Tibma Design/Build is a Weekly Meeting where the clients sit down with the Lead Carpenter and Mary Tibma, who is the company's General Manager. The meeting is generally quite brief - about 15 to 20 minutes in duration and is held at a time that is convenient for each client. Topics covered at the meeting include:

• The schedule for the week,
• An update on the projected completion date for the project,
• Decisions or product selections that need to be made and the timeframes necessary for those decisions,
• Construction issues or concerns
• Upcoming payments, and
• Client concerns.

We ask that our clients be honest about sharing concerns. Most weekly meetings will end with two questions "What can we do to make the job run more smoothly?" and "How can we make things easier for you?"

As a company we place a high value on respecting commitments, goals and deadlines and we ask that our clients do their best in meeting their responsibilities in selecting products or making decisions as well.

With our emphasis on client service, we enjoy a very high rate of repeat or referral business. More than 75% of our business comes from those two sources. Other clients learn about us through our website and our efforts to support the communities that we live and work in. Community is very important and we are involved with various organizations that want to improve the quality of life in their area. Examples range from sponsoring the Wellesley Hills Junior Women's Club Kitchen Tour, local school auctions and functions, and health related initiatives such as the Kid's Pan Mass Challenge or local fundraising events for our hospitals.