How Well Are You Communicating With Your Clients?

Most clients do not come from an architectural background or education and so they naturally defer to the experts when commissioning a significant remodeling or build project. But when an architect/ designer/ builder takes the lead, how well do they communicate with the client? Do clients feel they are being communicated with effectively? Does communication with clients openly seek to build trust? Think of the billions of dollars spent each year by advertisers for the sole purpose of building trust in their names and brands. Clients have spent time and money searching for you. They have seen your portfolio, checked your reputation and references, and probably checked out your competition as well. After all this they have chosen you as the best architect for their project. They are willing to trust you. Now you have to build on it in a way that will keep them happy plus make them want to tell others about your service.

In this economy, customers are hesitant to part with their money. Who can blame them? They have seen trusted institutions let them down badly. The result is that they now have higher value and service expectations. They want to know what’s going on and they want to stay on top of things. An easy way for architects and design/ builders to accommodate this shift in client needs and expectations is to provide more transparency in the design process from the word go. Think: Is there a way that you can do this without turning your whole process upside down? Talented and professional firms will find new ways to build client trust and improve the value of their service.

I am not advocating for sharing the project management responsibilities or attempting an equal collaboration with the client. But for the sake of improved value and customer service, it would be very easy for architects/ designers/ builders to reveal the layers of the project’s development and still maintain control of the client’s level of involvement.
With building and remodeling stats at a critical level, every ounce of competitive advantage is crucial to the survival of firms and freelancers, so why not consider these ideas as your opportunity to get ahead of your competition?

Tips for better client relationships:

1. Always remember: without your client, you don’t have a business. Put the client’s needs ahead of your own personal design ideas.
2. Put a high value on your client’s time and approach things from their perspective.
3. Make it easy for your clients to work with you.
4. Make your design and revision process transparent and responsive to client needs.
5. Be available to your clients – phone, email, online and face-to-face meetings.
6. Make it easy for your clients to see your work and comment on it.
7. Be resourceful. Look for ways to trim project budgets without comprising your design principals. Your client will appreciate this effort, especially during these challenging economic times.
8. Work to keep existing clients. It takes more effort and resources to go after new clients. Even if they never commission another project with you they will be your references.
9. Make your client feel they are part of the process; a partner in every project phase – from design through to build.
10. Communicate, communicate, and communicate.