Nancy Giangeruso has been in the industry for five years and for the past two she has been running her own business Build It Create It Design It, a one-stop-shop for design needs in construction. She provides a comprehensive list of connections for her clients’ needs. We had the pleasure of sitting down with her today for this interview on the ins and outs of back-office work, and why it is so important for design professionals.
Full Podcast Transcript
Grace Mase 00:07
Hello, and welcome to the Revivify podcast. I'm your host, Grace Mase. We're speaking with Nancy Giangeruso. She is the owner of BCD studio, Build it, Create it, and Design it. Welcome, Nancy.
Nancy Giangeruso 00:25
Hi, Grace, how are you?
Grace Mase 00:26
Very good. Thank you so much for taking the time. I’ve known you for a couple years now, and I'm always fascinated how you have invented this operation to make it so much easier for design professionals to be effective, but I'd love to hear the history of how you decided to get started with BCD.
Nancy Giangeruso 00:44
Okay, great. So we've decided around 2015 to make it an official business, while I was still working for production homebuilders, running design centers across the United States. There was a need for it, we noticed it in ‘07, when the market was taking a dive, the building market was taking a dive, the new home building market was taking a dive, we noticed it and had kind of started something like it without a name, invited designers that were out of work to come in and meet with me and use our smart design studios, and we helped them purchase so that they can start working with clients to do kind of an aftermarket program. So fast forward to 2015, and there was a need for this, in the market, when we were trying to look for some independent designers for a couple of projects that we were doing through a custom home builder. And they were telling me that designers, the three companies that we ended up contracting with for these projects, they all have the same message, they didn't have a place to go, they loved coming to one of my design studios to make all their selections and not drive up and down, what is known here in Orange County is tile row, and I know it's in other places in San Diego, things like that, to get samples. They did not have accounts with everybody, and they'd have to set up lines of credit to do that, as well. And since I had all of that, I was like, Oh, I can probably help them with those items, and then it came to, as I was working with these three professionals, it came to. They would come to me and say, it's so great to have a community to have people to sit in on the product knowledge meetings and have people to collaborate with because it's lonely doing it by ourselves at home. We forget that there's other ways to let's just say, skin the cat, but use the tile in many different ways. So they might think of using it because they have a project in mind that they're thinking of using it for, but it may be if someone else has an idea, though Oh, we would put it on on fireplace, maybe put it vertical, instead of horizontal, And they go “oh, I never thought about that.” We might trim it with schluter instead of self trim, so there were things like that. So, that became very important to them, and then they wanted me to help them with their billing and their back office and purchasing, they said they spend, when I was asking them, they said they spend about 70% of their time of their day doing paperwork and back office, and only 30% of the design work, which is what they love.
So, there was some kind of wrong percentages going on. At that point, Grace, it should have been the other way around, you should probably spend 70 to 80% of your time doing what you love, and the rest in the back office, and the things you don't love should not monopolize your day, in my thoughts. So, I started looking into this and did some market studies, and this does not, or it did not exist anywhere, to have a design studio and offer the back office services. So I created it, and we opened, let's see, I opened in April of ‘17. I'm sorry, April of ‘18 is when I opened on and we've been successful with what's going on right now. I mean, the COVID hasn’t really helped me getting out there to meet people. That's really what I've been doing, I go and speak at the colleges designs to help them get started on their business. Are they really thinking of having a business or what are they looking to do? So that's basically how I've gotten started.
Grace Mase 04:20
Now, I love it. You recognize, because of your history of your experience of years of working in this field for so long, you recognize where the pain points are, and having recognized that pain point, and immediately said, “What can I do to help?” And, I'm just thinking about even, when you talk about design studio for me, immediately it throws me back to grad schools and design schools. Undergrad studying design is about the studio environment, helping each other out, and what you described, you're fostering that environment for a designer to be more successful, not just here in their own little cubicle or your own space, but able to interact, touching the materials to get inspired. Designers need that kind of environment and very nurturing, and, you know, stimulating ideas to come up with something better, which is tremendous. I don't think as a design professional, they weren't, I mean, we did similar study, we derived the same results, and most of the time they went to design school because they wanted to design, they're not going to declare, like, “Let me start my own firm, so I can do paperwork!”
Yes, no, no one’s thinking that. Right.
Grace Mase 05:24
But the reality is, if you look at this, here's a desire and the versus reality. Reality is not so glamorous, you're late at night going through your accounting, your QuickBooks and whatnot. What you describe is exactly the part they don't enjoy, nor do they care to do. But that's essential to a successful business.
Nancy Giangeruso 05:42
Right, and they put it off. Just like we all put off the things we don't like, but you know we kind of make that low on the priority, but it's very important to keep it going. So it is...
Grace Mase 05:57
It’s absolutely vital to make sure that integral part of building up a successful design firm is having the back office in place, and I think the value is very clear. Now, if you don't mind, just, you know, share with us some of the stories you've gone through helping many designers. What were the things that they experienced for engaging with you, and being part of this integrated design studio environment? How did they thrive over the time?
Nancy Giangeruso 06:23
So um, right now we have 16 members that have been working with us, I have a few more to sign up, but I'm waiting until COVID thing is all not happening, or over whatever’s going to happen, we'll figure it out. So they love the design studio, they love coming in and being a part of that experience. Bringing their clients I mean, the studio is set up very professionally, the samples are all there from all of the vendors that we're doing business with, that I'm currently doing business with, I have five locations for them to work at today, I have two more coming. So four in Southern California, one’s in Nevada, and then the two more that are coming one will be in Alpharetta, Georgia and the other one will be in North County of Orange County, the north part of Orange County versus the south part more in that, I'm in Irvine now. We're going to be opening up closer to Costa Mesa. So we're just waiting though, that one and the Atlanta one has been put on hold because of COVID right now, but we are still underway, everybody's still moving forward.
So the designers, the integral part that I'm noticing with the designers is that they love the community, they love getting together, they like that we have what we call a PK, which is also known as a product knowledge, and we've been very successful in doing those. Usually they've been held at a studio, but now we've been doing them on these zoom calls, and it's great. We get almost everybody to attend every week. My reps are learning how to talk about their products and their services that they're offering through zoom and a different way to do business, and we seem to get the people we have, we have a designer in Colorado, so she's getting to interact with everybody because she's not always here for those meetings. So it's been great. They love that they feel like they can talk to each other, we leave time, during those meetings and have some question and answers and update How was everyone's week? Does anyone have any challenges that they want to share? So that community has been awesome.
Then, I'm working with several of them, helping them set up their websites and manage their websites, helping them set up their social media and manage their social media. More, I feel like today, more people are online, at home looking at social media, and that's an important thing to do. It's also very time consuming, which is why I have someone manage my social media, I don't manage every aspect of it, because I've got other people I'm trying to help in order to produce the other things they like is that I ordered all the products for them, and that they that they can buy directly through me. With my years in the industry and my resources, I get to buy products at what I call builder costs, and turn around and offer them to the clients. My clients, which are, designers, architects, general contractors, small customer builders, and then they can offer them to their clients. I offer installation or material only, however they're looking for it in whatever they need.
Grace Mase 09:29
That's great. That's a huge, I mean, not only do you create this environment, you also add an additional benefit, the cost benefit, which often homeowners are very sensitive about. They may as a design professional, your fee should be your fee but then they're, you know, you want to make sure you work your best to help your clients to balance their budget out so they can still be getting what they want and still be able to work with you on a reasonable budget, so it's not this nickel and dime every opportunity. This gives them that flexibility, and when you order in volume, that is a huge benefit, where most of your designers just can't afford to do that.
Nancy Giangeruso 10:07
Yeah, and most of that is offered when you're a big build, so the people I'm working out with are because they do a lot of building all year long, and I mean thousands and thousands of houses. So I get that volume price from them, which is very nice to pass along. And it's nice for the designers to pass along or the professionals to pass on to their clients, like you were saying.
The other thing that it's nice is when they bring their clients into a professional environment, and where they've laid out, if they're doing the design properly, they've laid that design, and a few designs out to them after they've done some initial fact finding with their client they're laying out some designs, and then they always have products right there. If they don't like it, they can pull from it.
So when you go to someone's home, and you're remodeling or designing in their home, you bring what you think you need, but then if they don't like it, you hope you brought your backup or to start that part over again, right? This helps make the process go more efficiently, and I think more efficiently makes it better for the designers to take on additional clients. So that they can design more, and I'm doing the back office for them. In addition to that, I help them with their accounting, their sales tax, and help them with whatever they need in the back office. My goal for a designer or a professional doing their business is to not hire overhead, back office people, and let them hire people to help on the front end and design and build their business. And then, let them use my services and streamline business services that I've done for 30 years to make this efficient for them. They don't need to reinvent the wheel, I can help them with that.
Grace Mase 11:48
That's brilliant, and as you mentioned before about the COVID, how that changes the dynamic with your clients when engaging all through zoom. But I understand a lot of time, oftentimes people want to hold the material touch the textual experiences, like can they feel this? How does it feel different compared to other materials? And how do you guys, How does a designer manage those kinds of processes through it as part of the, you know, initial planning phase of working through the design? How do you see that change, as post-covid?
Nancy Giangeruso 12:20
So I think it's, so we have it two ways. So, in our studios, we're trying to limit the number of clients in the studio at one time. So, there's a schedule, that they would call me or go on our online and say, “okay, nobody else is going to be there, I'll bring my clients in.” And then, we ask that everybody is wearing masks and feeling how they're comfortable, and then after that client leaves, we sanitize everything, spray down the samples that we were touching and put them all back. The other way to do that is they can do a lot, I do have several designers working with zoom meetings with their clients. And then what we do is send them samples. So they can see the samples when they're sharing their screen, and then we have them, all of our vendors have been so good about just saying let us know, we'll send your client samples, whatever you need. So that has been very helpful to do that, but I'm a big, tactile person, so I like to touch and feel and see, and that's how I like to do my, for me personally, how I like to do business. So we are open, and we've not we've not had problems in the studios just yet. We've been busy since this has all happened, where I've not been busy, is adding new members. But that's a whole different program, but the designers that are working are busy, it's a great time to be doing remodels right now. A lot of people have a lot of equity in their homes right now. If you're between the age of 45 and 60, I think most people that own a home have about 60% equity in their home at that point. So the more they’re home, people are going okay, now it's time to maybe do the remodel that they were putting off, maybe they should be doing it because they may be working from home a lot longer. They may need a space to look professional, like your office behind you looks professional, it looks like you are in an office environment, and so I'm sure that's what they're trying to do as well.
Grace Mase 14:11
And you're absolutely right, we actually see not only in our system, how people are signing up, but the volume and the demand is steadily increasing substantially. But what we're also seeing, just the overall marketplace, people are searching on Google more frequently, you know, keywords such as kitchen remodeling, bathroom remodeling, office remodeling, you name it, all variations of remodeling, or home improvements. And you know, designers, architects, those searches are definitely increasing doubles or triples in some weeks. So, it's encouraging for us as a profession to know that even though we're experiencing this crisis together, there's still a desire for the fundamental improving their living space. And more so, within the last two months, we became more conscious about how we make sure we do a better job in our own environment.
Since COVID, I’ve actually re-painted my office, my home office. It’s that simple concept of how do I make it better for my space? And as a basic human needs you just won't have an office where you need the space to be quiet and listen, think and also work through some things and also just just feels good you walk in. It's like this is how it's supposed to be, and is now more so, and many of our remodeling/renovation projects are now not only the, they're the ongoing projects, but they're also now adding increasing their scope by the kids room, the office, the home gym as well.
Nancy Giangeruso 15:38
We just got that yesterday. So I was on the line with one of my designers who had this big job that she had done, it was actually a whole house remodel they were gonna do, and then unfortunately, that client had not read your book, The Revivify Your Home, because she was in more of a panic, so it took her a year to get what she called the downstairs remodeled. And she said we'll worry about the upstairs later. So, she's now, the remodel on the downstairs is done. She called and thanked her designer yesterday and called her and said, I think we're ready for the upstairs as well. She’s much more confident in the experience working with her design professional, and that her professionals that come and show up to her job. They're, you know, wearing their, they've got they’re professional, they're very, they're trying to be very cognizant of masks and everything during this time and getting the jobs done. So we are seeing that.
And she said she was surprised that my designer was saying, she was surprised to hear that she was already to do this because it was so painful for her during that first remodel. She's like now they're like, we just want to get it done, because we love this new environment, we're at home, the kids are at home. So her and her husband are both working from home, they need their own space to do that from. So upstairs, they are going to change it a little from their original design, just to make sure they have the home office, gym, and they can both be working from home. And the kids have a place to work for their school lessons and things like that. So that was just yesterday, and you know, it's great, it's great, I was so happy that she was able to move on with that job as well.
Grace Mase 17:13
And you're absolutely right, we're definitely seeing that trend. And so more and more, I think, you know, as an industry, if we become more cognizant of, you know, prepare ourselves, make sure we when we visit our clients, as you mentioned, PPEs, all the personal protection equipments are your mask, your gloves and whatnot, make sure that you add a respect for your clients that's taken care of at the same time. Also knowing that your clients are more emotionally sensitive during this time, there's a lot going on, not just work and not just their homes, but their family all that everyone's cooped up in the house for the last six months.
Grace Mase 17:57
There's definitely a little bit of that errr, right? So how to work with them on that emotional level, and also help them to focus on things that matter is like what you're doing with your designers, help them to focus on what matters, you got their back, you got their back, literally back.
Nancy Giangeruso 18:11
I honestly do. I am their back office for that. That one of my design professionals had reached out to me today and said, “Okay, I'm done. I am not doing the accounting part of my business anymore.” I am raising my hand, you're it. What you get, as I don't want to do the sales tax, that is just not where she wants to spend her days, doing all of that. And that comes second nature to me. So I'm very good at doing that. I have systems in place to help with that, and it's all each client gets to see only their stuff. Nothing, nothing mixes. So it's great. So I love it. I love that I'm their support. And I love helping people. So I loved the industry I'm in, that I've been in it for 30 years. I think it's a great industry.
I think once you go through a remodel or a new home experience, it's completely different from a new home experience on the production side. You're happy that someone is making selections for your doorknobs, your cabinet knobs, things like that. Then the other side of it is that you also have a professional helping you with all of that. So the remodel part of it when you're doing a remodel from your home, you're going, oh I have to make all the selections the hinges things like that, I didn't think about when you're like does the cabinet just come with hinges? Yes. Are those the hinges you want? And so you just start talking about a lot of the details, and hopefully when we have the right design professionals working with these clients that it's an easier experience for them. It's less stressful for them, because I've been through remodels on my home and it is stressful. And I'm in the industry and I've been doing it a long time. Having someone there doing the project management is really nice instead of you having to manage every sub coming into your house, and did they show up and did they not show up, which is why I love working with you Grace. Because you have done such a good job at vetting the professionals that we are connected with, that we know they're going to show up, when they say they're going to show up, we know they're ready to take on a new job, and that they have the time to do the new job, they let you know, I might not be able to start for three weeks, but I'm ready after three weeks. And that's much more of a professional to professional doing business than someone just saying I'll take the job, and then they give you little time during the first release, because they're finishing up an old job that hasn't quite finished.
Grace Mase 20:42
So exactly, and I think, this is where I think together, we're elevating the industry, by means of the initial touch, the client working with a designer, to have the showroom, to be able to touch material, to see things and to really kind of, you know, work through in their head, what is the good design coming as they assembled together? And then all the way through now have the vision, how do we execute it? But still have a slew of efforts to make sure as professionals we treat the client with respect, and be considerate and all the way through being professional, managing through the process to the end. So everyone is informed just like when we work together is a professional relationship. But yet with our industry, professionalism is expected, however, sometimes not delivered.
Nancy Giangeruso 21:32
Exactly, I would agree with that. And speaking of that, some of the tools that we have is, once you do make a design, a lot of consumers can't visualize, we have we have renderings that we can get out to you with products that you that you and your designer picked and dropped it into your living room and dropped it into your kitchen. And you can actually start seeing what it looks like. We also have the ability to take your CAD drawings, if you're doing maybe a ground up or a major remodel through an architect, take the CAD drawings and create drawings for your construction team. And it's awesome to be able to do that. To offer those services, we have lines of cabinets, three lines, kind of what I would call a good, better, best line of cabinets that we are able to, they're branded just for this BCD(it) business that we have, and that we're working on. So it's awesome, we love it and consumers like it. We have appliances, we have plumbing fixtures working with Kohler, Hunter Douglas, window treatments, professional work rooms, drapery workrooms, to make bedding, to make drapery fabrics, furniture, massive furniture, we get to buy furniture the same way we buy the other products, in bulk. So we have a lot of furniture and get great pricing from the furniture so that the clients have all of this and they can create a finished design plan for their clients. And that is what we're hoping that they're doing. That's a really good professional.
Grace Mase 23:08
Absolutely, and I think just like we mentioned, a lot of times homeowner just can’t visualize, you can put a design together, put 2D drawings or maybe 3D, but then for them, they still have a hard time making that leap until you come to your showroom to realize like, Oh, this is what you meant by this finish, and how the appliances are coming together. And even, I've been to a couple of your showrooms, and I was really impressed how professional it was, not just that the layout was easy, intuitive, but just when you walk through the space, you immediately, I got excited, even though I wasn't working on any project, just the amount of stuff you and that also is not the price you have. It's not just looking for the cheapest price really, it is quality for a fraction of what you get in the marketplace, which is again a benefit for everyone that's involved in this project.
Nancy Giangeruso 23:53
And it is and with the design professionals, what the most important thing is educating the clients because we're immersed in this every single day. And most of our clients are not, because how many times are they really remodeling a house or doing a ground up build? They're not usually doing it and they forget. So for us, for us to work with that design professional is really important, and create that professional experience for them. And once they get the renderings, and they get the samples and they're like, Oh, yeah, it's beautiful. Okay, I'm ready to go. That is nine times out of ten, when designers have been working with our renderings. They get jobs, the clients were like, Oh, you brought me a rendering? Oh, yeah. Okay, good. I'm gonna work with you because I can see what you're doing, and that was easy. So it's awesome.
Grace Mase 24:47
Just coming from an idea to visually be able to translate into form that you can appreciate and be able to then continue the conversation. It's not just well, I think those lines there are proportionate. Does it look right? That is not as productive a discussion or constructive discussion, we see it as in your head, you have the imprint of that 3D space, and you can almost feel like you're in this space as you're visualizing the experience
Nancy Giangeruso 25:13
Exactly, and, you know, the more we educate the consumer about the products, it's really, you know, we usually have lots of different levels of pricing. So a lot of products will be similar looking with different price points, and we can explain what the different advantages are, you don't always have to take the best, because that might not meet your budget or your lifestyle, but you can get that same look, and maybe a better and, you know, so good, better, best, you get it in a best, and it's a really good value as well. And it's just education with this kind of thing, with the remodels and the new builds, it’s the best thing that consumer needs at the end of the day. So the professionals adding education is what I find, I feel like clients, in my 30 years, clients usually make the best decisions for themselves once they're educated on what it is, and I'm not necessarily saying that's the cheapest decision, it's what the best decision in the value and what they're doing, like, are they going to be in this home long term? And do they want to go through another remodel? How long? Is that going to be in three years? Is it going to be in five years? So it's all about quality, how often they want to do this, and what they're looking to do.
Grace Mase 26:27
Right? Often I think about and use an analogy, compared to cars. Oftentimes, you can have almost the exact same look with different price points, different quality, as you described, and reality is just like someone could drive a Rolls Royce, you could easily have a Hyundai have similar look or to something smaller and less or more economic like a Prius, and provided they may not be, you know, exactly the same look, but if you're looking for a black car, you could achieve a black car results, but just different output, the experience will be different and and is what you're comfortable with some people may be all about I want to be, you know, sustainable is important to them, the Prius the best solution for them, and you can decked out this Prius, right nicely too. And this does not mean this is the cheapest, but you can actually have good quality results and to get quality experience and get good quality of actual product to enjoy.
Nancy Giangeruso 27:24
Yes, yes, and the more I'm able to work with the professionals, and I bring that to the table for them, to help train them. So if you've been in the design industry, in the design business and you work for yourself, you don't really have the beauty of reps calling on you to train you about their products and educate you about their products. So we have all of that, that's what our PKs are about. Where they come in, they call on us, they work for our design professionals, now they want to help them. So I think what we're doing together helps our industry become the professional industry that it is meant to be because I think that's where it started. And it wasn't just picking pretty colors and being able to do that, because I think a lot of people can do that. It's more about listening to your client, what their needs are, not making it about you, it's their home, but just making sure you're showing them the right things. But you don't have to show them everything in the market, you need to know, like what I say the good, better, best because sometimes too many decisions are overwhelming as well. And so the more that design professionals are getting familiar with the studios and the products we're offering to them, it's right there in their fingertips, they can call, they can get it, their clients can get it, and they can understand the differences.
Grace Mase 28:42
And I love that you talk about the 70% dealing with administrative operations. Yes, this is part of it to sit down, to listen to every rep about every single product offering, it's a lot of work, this administrative work. So then what you guys offer is almost to the point like sifting through the sand to get the gold nuggets. This is what with these parameters, this is the best product, so you don't have to go through 20 or 30 or 100 products to say this is the best option, and that gets to time saving.
Nancy Giangeruso 29:12
Yeah, get back to that same one. That was the first one that you looked at, and the other thing is most of the vendors, almost all the vendors I'm dealing with, they've all been vetted. They stand behind customer service warranty. They're not going anywhere. They've been in business a long time, and they're not going anywhere. They like the industry, they're going to be in it. And so those are the people that I'm looking for so that I can warranty everything to the professionals and they can warranty everything to their clients, and it should be seamless.
So you know, because construction is at the end of the day, construction is real people with hammer and nails, actually doing it. It's really not something that is done by the computer. You know, there's only so much that we can do online and then we actually have to be physically doing it. So there are mistakes that get made when people are building, the people that are building cabinets sometimes it comes off and there's some blemishes, so you might get a cabinet door with blemishes. But let me just help you handle that in your back office, and you don't have to take a lot of design time out of your day to handle a blemish that's in a door that we just need to get replaced, and have a new door put in. So those are things that I'm trying to take off the plate of the design professionals, because I have my staff and team that can do that for you. And it's their staff and team now, so their business just grew instead of just being a sole proprietor, now they have a team that comes with it.
Grace Mase 30:35
So so efficient, and effective. Now, it's absolutely brilliant. I love your innovation, and how you evolve this, but now let’s pivot a little bit and kind of talk about your time, your 30 years experience in this industry. Yes, that's incredible, and to be able to identify, say, I see this as a problem that we need to solve, because every time we speak to many design professionals and also building professionals, they all share the same issue. What you described is exactly what they're frustrated with and driving around, you know, around the town to look for tile Street, and whatnot to them, then there's appliances, and there's finishes and the bathroom, just the list goes on. And you can spend days and weeks just to do that, and that's not very productive, really.
Nancy Giangeruso 31:22
It's not good, you're not getting paid to do that, really. I mean, you can't charge enough to be driving around looking for that all day. Also, you don't pay for anything in the back office, so let's just talk about what actually happens in the back office a little bit. We take an order, we order the product, then we need to make sure it got shipped and delivered, it was received in good condition, the goods were received in good quality and are ready to go. So designers or general contractors have to spend a lot of time chasing product because was it on backorder, did it get shipped, did it come in in the right color palette, or the boxes, or mismarked, and so the colors aren't correct. So those are the things in the back office that we're trying to let the front end design professional work with their clients, so that we can help and take care of that so they don't really need to be involved in that in the details, because it could be hours you're spending on the phone with services and trying to take care of things. So they love that part of it. That is a huge benefit that they love.
Grace Mase 32:24
Huge time saving. I don't think anyone has that amount of time to waste, and to have this operation to be supporting them is tremendous.
Nancy Giangeruso 32:35
Yeah. And I don't have that amount of time in my life to waste. I don't think anybody does. Because I feel like everyone's time is valuable.
Nancy Giangeruso 32:44
People want to spend it in the right place doing the right things.
Grace Mase 32:48
And I know 30 years ago, when you first started obviously, much more pain is not as productive. And now you're streamlining the whole entire process to make it into a far more efficient and a far more effective way to get projects done to the satisfaction of everyone that's involved. I mean, literally headache-less. I mean, there's no headache involved. There's not a lot of stress. Things just happened on the clock as what we all expected, and then because what you guys do behind the scenes to make this happen.
Nancy Giangeruso 33:17
Yes, incredible. Yes. And that's like when we talk, going back to the very beginning where we talked about when designers or somebody decide to start their business, they weren't really thinking paperwork, they were not thinking I'm going to spend the majority of my day in the back office on the phone and chasing carpet and chasing tile or chasing furniture trying to figure out when the furniture is being delivered. Did the fabric get on, is the back ordered fabric here, and did the wallpaper come in so that we're not holding up a production schedule, either on the front end where the builder or the general contractor is building where we don't want to hold up their timeframe because we also have the client. Some may be living in the houses that they're doing, and that's very frustrating when they don't know when’s my sink coming. I don't know. Well, that's not a good answer. I don't know. So let me find the answer for you and let's get an answer for you or find a new sink that fits into what we can get for your project and move along.
Grace Mase 34:14
You know that's awesome. What I learned about you when you and I first met, I was like wow, that's a brilliant woman. So, it's such a like we thought, an integral part of things and you are able to compartmentalize it and just make it much more efficient when you prioritize it where you can serve on many different professional levels, not just one or two. This is actually much more effective. This helps welcome this hub and spoke kind of concept that is just pure brilliant and it elevates the entire industry in a significant way.
Nancy Giangeruso 34:47
That's my goal and our goal together because when I met you, I felt the same way. Oh my gosh, we kind of have this synergy to work together because we're both trying to provide services that help a professional know that they are out on the streets with their small businesses, because we like the small business concept. I mean, we like that concept. I've worked for big builders across, you know, big corporations across the United States, and I like the small building concept. I just assumed everybody had something that I like I already had set up for my 30 years in the production industry. I thought everybody had that somewhere, and I didn't realize they didn't have one place to go, and really a one stop shop for the most part. They can be very efficient when they're doing that, they can be very efficient with their time. And again, they're actually with their clients more than they are with on the phone and doing the things that they don't really care to do that they shouldn't be doing.
Grace Mase 35:42
No, I mean, their hourly rate is much more effective, what they're trained to do, which is design, to be creative, engaging with their clients, helping them to get their ideas into reality. That's what they really should focus on, and that's what you provide for them. The most important part is how do you help them to get through where they're not wasting time, they actually, by doing this, they’re becoming more productive and more effective, running their business, optimizing the way that they really want it to be. For the rest of us who don't like paperwork, we take much longer time for someone who can take the kid, take care of the paperwork, and much more efficiently. What more can you ask? This is a win win for everyone.
Nancy Giangeruso 36:21
It is, it is. Thank you.
Grace Mase 36:23
when you and I first met, you're right, we I think we just instantly bonded just by nature of here we are trying to really recognize what's not working in industry, and how fragmented things are operation wise, it was working in their silos, but they all have the desire to do something good for their clients. And yet they're struggling with their back end. And as a result, they're never, they feel like hamsters just constantly running, and they're spending like 30% only on design, rest of the 80 to 70% focus on administration stuff that they're not good at, nor do they care to do. If you impress to them that only maybe 20% they work on the administrative stuff. We're just to coordinate with your team, and then focus on 80% or 70% of time engaging with the clients creating beautiful, interesting designs that the home matters to the homeowner. And yes, impact rather to production and custom homes to remodeling day is someone moving to that space, creating a space or creating memory there with our family. That's what matters. And that's why we went into this profession.
Nancy Giangeruso 37:30
Exactly. Because the beauty when you talk to them I know that designers for sure. Their joy is when their client is happy. Like explaining the designer yesterday when her client called her the thought that this process was just overwhelming, with a downstairs remodel, and then called her yesterday to say okay, that's done. Let's do the upstairs now. And she was like, I wasn't ready for that. I thought that takes six months, you know, for her to kind of have to. She was like, Okay, I'm ready. I'm good. I'm good. The professionals are here doing what I need them to do. Let's get this finished now, isn't it? You know, when you walk into your house, and you see your beautiful kitchen, and you've not done anything else, all of a sudden everything else stands out. Right. And I'm always trying to help with the design, just talk about the whole house at the time. And you can phase things in and you can do it at the client's leisure or how they're the most comfortable. But at least give them a plan for their whole house so that they understand what they're doing, what they're getting at the end of the day, not what they're doing, but what they're getting at the end of the day. Because when you do this beautiful kitchen remodel, and all of a sudden, you didn't do anything to the family room. That's right, open, the great room, the open concept. You're like, No, we got to do something, we've got to do something, and then that just keeps growing. That happened at my house. Okay, we're going to do the back, we're going to add on the outdoor living space, which meant now new doors for the back door to open it up to be the living space, which actually meant new doors and windows throughout the whole house. Which because when you're buying them, you're like, well, you might as well do the rest of the house. So it just kind of was a thing, but we didn't have to do it that way. But that was what we ended up choosing to do. So I just feel like design professionals that real good professionals will help you through and what's best for their clients and what's best for their lifestyle and where they are at that moment in time.
Grace Mase 39:28
That's beautiful. That's awesome. Ah, Nancy, I know I can sit here and listen to you all day and chat with you because you have so much knowledge and 30 years experience in this building industry, it's incredibly valuable. And you have distilled down to something that's so simple and elegant and easy to understand, and there's absolutely no need for all the upside so you can possibly get. Yeah, and so I'm glad you exist. I'm really excited that you're continuing to expand. And we'll definitely see more to come and would love to be able to talk to you as you grow. Absolutely. So thank you so much for taking your time. And again, this is Nancy Giangeruso.
Nancy Giangeruso 40:15
Very good Giangeruso.
Grace Mase 40:17
CEO of Build it, Create it, Design it, BCD-it.com. She's already helping so many designers improve their back office, and I hope you enjoy listening to her innovative ideas and how she's able to really elevate the industry, making real changes. And this is all possible and already in the works.
Nancy Giangeruso 40:38
So absolutely, and we can help the client, the front end user, if they're looking for designers, we have those vetted out just like you do with the pros that we work together with. So I just wanted everyone to know we're here for everybody to help everyone have a good experience.
Grace Mase 40:53
You're awesome, Nancy. Well, thanks again for taking your time and thank you for listening, and we look forward to seeing you next time.