Category: Management Memo

President Bill Farnsworth, general manager Scott Blain.

Accessory Apartments & Multigenerational Living – CCI Management Memo

It’s no surprise to us that the number of multigenerational homes is growing across the country. We’re certainly seeing that trend among our clients. A 2016 Pew Center analysis of census data found that “in 2014, a record 60.6 million people, or 19% of the U.S. population, lived with multiple generations under one roof.” That […]

President Bill Farnsworth, general manager Scott Blain.

Turning Small Kitchens into High-Impact Kitchens – CCI Management Memo

For an experienced general contractor like Custom, renovating a large kitchen is simple. A small kitchen, on the other hand, introduces all kinds of challenges that can be difficult — and rewarding — to solve. Many of the communities in which we work have older homes. Back in the 1950s (and earlier), the kitchen was […]

President Bill Farnsworth, general manager Scott Blain.

CCI Management Memo: Why We Believe in the Lead Carpenter System

Since starting Custom in 1990, one of the mainstays of our firm has been the lead carpenter system. In this Management Memo, we’d like to explain what this system is all about and how it benefits our clients. At Custom, we don’t manage projects from our office. Rather, once the project starts, it’s overseen by […]

President Bill Farnsworth, general manager Scott Blain.

CCI Management Memo: What Customer Service Means to Us

For this Management Memo, we thought it would be interesting to get the perspective of production manager Craig Lielasus on what’s involved in delivering first-rate customer service. As he explains, customer service covers everything from the initial call a prospective client makes to our office to the actions of every employee or subcontractor working a […]

Custom Contracting Team

CCI Management Memo: A Dedicated Team Is the Key to Our Success

Outside of quality of work, price has traditionally been the most critical variable for homeowners evaluating general contractors. In Eastern Massachusetts today, however, availability may well have moved ahead of price.   In the March newsletter, we wrote about the challenges of finding a qualified remodeler who can take on your project within a reasonable […]

Making Sense of the “Cost vs. Value Report” – CCI Management Memo

Remodeling magazine’s 2016 “Cost vs. Value Report” is out and, as usual, contains some interesting data for homeowners to mull over.   The report “compares average cost for 30 popular remodeling projects with the value those projects retain at resale in 100 U.S. markets.” To see local results, visit, select New England and then […]

Hitting the Quarter-Century Mark

Thank you for 25Years! In a highly competitive industry where the average firm only lasts a few years, it’s a true honor to celebrate 25 years in business. Custom Contracting opened its doors in 1990, and Bill Farnsworth and Scott Blain (now the president and general manager, respectively) joined the firm one year later. In […]

Qualified for the Big Projects – CCI Management Memo

As you can tell, large-scale home renovations are the theme of this issue of our newsletter. We’d like to take this opportunity to explain why Custom is particularly well-qualified to handle this size of a project. First and foremost, experience really matters. And Custom has been remodeling area homes for nearly 25 years. Our experience comes into play in countless ways. […]

What to Expect in Our Design Showroom – CCI Management Memo

If you’ve ever driven down Mass. Ave. west of Arlington Center, you’ve probably passed Custom’s Kitchen & Bath Design Center. But have you ever stopped in for a visit? Having a design center sets us apart from nearly every other home remodeler in the area. Here, you can see and touch many of the products […]

Not Just Another Remodeling Company – CCI Management Memo

We admit it: Custom isn’t the least expensive remodeling option out there. That’s because we’re not just another remodeling company. When you choose to work with Custom, you’re working with a skilled, coordinated team, inside and out. Together, we deliver a level of excellence that you won’t find anywhere else in the area. Our extensive […]

What Our Clients Our Saying

In today’s age, we’re sure everyone’s received a “Quality Audit” for some type of service or product they’ve recently received or purchase.  Here a Custom we too send a “Client Project Feedback” request at the end of just about every project we do.  Now we’re sure that a lot of folks look at these and […]