The Risks of Automated Renovation Services: By Phil Hotarek, Lutz Plumbing Inc.

Plumbing and Hardware Industry professionals have battled with online retailers for control of the market for years. Online retailers have proven to become less of a threat due to the realization of consumers that purchasing plumbing and hardware products requires the services of a true professional. Strong IMAP policies have helped as well. It seems as though the battleground has shifted in an attempt for online service retailers to bridge the gaps between professional design, product selection and installation services; enter automated renovation services. The perception of all of these services being available to the consumer through one company makes the entire process seem simple and easy. Take the company Made Renovation, for example, with their slogan being “Bathroom Renovations Made Easy.” Any experienced contractor or design professional can tell you firsthand that there is nothing “easy” about any renovation. Our craft requires in-depth product knowledge, close attention to detail, process and follow through. As a contractor with experience in design build services, advertising a project as “easy” is not my ideal presentation, as it immediately devalues my profession. In fact, any high-quality product or outcome never comes easy, and I certainly would not prefer that as a consumer. Here are the risks associated with AI and automation in the plumbing industry:

Outsourcing is Indirect

What most may not know is that automated renovation service companies essentially outsource all their work. Their sales associates are not specialized in any of the three areas of expertise: professional design, product selection or installation. While the perception of the process is to make things easier, the process actually becomes more complicated by “adding another chef in the kitchen” and the unnecessary costs associated with it. Perhaps outsourcing is beneficial in terms of convenience, but certainly not in terms of final outcome. Better to seek the direct sources that are already available and eliminate the middleman in communication.

Quality > Speed

Renovations are not a race; they are a quest to achieve quality and longevity through a detailed and efficient process. Technology has affected our culture that has consumers accustomed to ultimate convenience and receiving product quickly. Investors and entrepreneurs in tech have been described as having unreasonable disregard for what can be reasonably done. This approach resonates with marketing the concept of “renovations made easy.” It creates the unrealistic expectation of no difficulty being associated with a high-quality outcome. Cultural differences often occur when there is a gap in expectations. As a result, these automated renovation services who have little experience in our industry have encountered difficulty in successfully working with industry professionals; contractors, designers and showrooms.

Technology and Implementation

Automated renovation services are relatively immature, which yields risks that the concept may not work in the real world. They are notoriously optimistic and often underestimate the time and costs associated with projects. In addition, their technology is not equipped to foresee the unlimited variables and potential roadblocks that can occur during a renovation project that can only be navigated by a true specialist.