Case Study #1

Trust Earned the Hard Way

Covered Atrium Addition

The below case study demonstrates Mark Tivey’s professionalism, both in terms of his work ethic and his unwavering willingness to meet client expectations. Not every project goes without a hitch. In fact, most do not. However, it is how the contractor responds that ultimately defines the outcome of the project.

A Rocky Start

We recently completed the addition of a covered atrium to the rear patio of a high-end townhome. The owners, retirees from upstate New York, purchased the home to escape the cold winters. Because they split their time between New York and Florida, much of our day-to-day communication took place remotely through text messages. Consequently, this distance added a layer of complexity to coordination and decision-making.

From the outset, we knew this project would require extra patience and preparation. The homeowner was very detail-oriented and understandably protective of her home. Therefore, her vigilance led to frequent questions and some healthy debate regarding what work was included in the contract. On more than one occasion, the clients requested upgrades that extended beyond the agreed scope, despite the specifications being clearly defined.

Situations like this can easily derail a project. However, our team stayed focused on professionalism, clarity, and reasonable compromise to keep the project moving forward. Despite our best efforts to address the owners’ concerns, it was clear early on that we had not yet earned their full confidence. Fortunately, that began to change once the framing was complete.

Commitment to Excellence

As with all structural projects, framing is the foundation of everything that follows. After finishing the structural work, Mark Tivey spent nearly two weeks carefully evaluating and refining it. He checked thoroughly for square, plumb, and proper alignment with the existing structure.

Any framing that did not meet our high expectations or align with our vision was immediately reworked. While we are not framing contractors by trade, this phase required a great deal of hands-on involvement and presented its own challenges. Ultimately, this wasn’t about speed. Instead, it was about maintaining the precise level of quality both the homeowner and our team expected.

The Turning Point

Unbeknownst to us at the time, the homeowner had been watching closely. Day after day, she observed the care taken to make precise adjustments. She noticed how we ensured the new construction tied seamlessly into the existing building. As a result, the finished product would look as correct as it was structurally sound.

That level of attention completely surprised her. She later acknowledged that she had not expected so much time and effort to be spent perfecting framing that most people never see. Therefore, that moment marked a major turning point. She realized this wasn’t a fly-by-night operation. Instead, she saw a contractor fully committed to long-term quality and craftsmanship.

Mission Accomplished

What ultimately stood out most was the homeowner’s recognition of our uncompromising standards. She appreciated our strict attention to detail, adherence to building code, and faithfulness to the original drawings.

That recognition culminated in a moment we won’t forget. After noticing some beautiful trim work on one of the columns, she called Mark and said, very politely, “This doesn’t look very ‘Tiveyized.’”

While slightly corny, the comment made something very clear. In that moment, the Tivey name had become shorthand for a high, uncompromising standard of quality. That is exactly the kind of reputation we work to earn—one project at a time.

Conclusion

While every general contractor wants to be trusted upfront, that is not always the case. Mark Tivey understands that when he is working on your home, that is a privilege, not a right. He also understands that he is working on something that means the world to you.

Because of this, there is a level of trust that must be earned on the job site. This story perfectly highlights Mark’s character and dedication to his craft. Not only did he navigate shaky waters from a communication standpoint, but he also went above and beyond from a workmanship perspective when he thought nobody was watching. That is the definition of great character, and that kind of dedication delivers exceptional results to Tivey Construction clients every single time.