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.

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What influences your buying decisions?

For months our office has been carefully following statistics and reading industry articles and the tone remains unchanged: fewer building projects are coming to the table, and as money dries up, fewer projects are coming to fruition. Job loss is extensive and surviving firms are pulling the purse strings tight. All is not doom and gloom, however, because it is also reported that firms and professionals are investing, albeit cautiously, in expanding knowledge and specialties so they can hit the ground running when business returns to normal.

A colleague posed very interesting question this morning. To no one in particular and while the coffee was still hot and our brains were still cold, she asked “So, how are Architect’s buying patterns being affected in today’s economy?” The resulting discussion led to another list of questions, and one topic in particular directly affects us as a service provider to the design/ build sector:

The industry has taken a major blow and many expenses have been cut across the board, so what influences the purchases professionals and firms are actually willing to make?

Throughout this downturn, industry professionals are exhibiting nervous purchasing patterns. The fact of the matter is, however, that purchases essential for success will still be made. For instance, software that architects and designers depend on will still need to be updated and various tools will need to be acquired in the meantime, regardless of other restrictions, because business has to move forward. For instance, software distributed by AutoCAD and Microsoft are already established as reliable resources, so little hesitation is expected on the part of the purchaser when they deem the upgrade essential.

But outside of these tried and tested business tools, are industry professionals open to buying other tools or software that would make their business more efficient, even if they were not familiar with it before? And if they are considering purchasing a new product, what would have the greatest influence on their decision to purchase?

Seeing the product first hand at a trade show?
Conducting their own internet research?
Word of mouth recommendations from other professionals?
Reading software reviews in an issue of Architectural Digest or online at about.com?

What are your thoughts? In what ways have the buying patterns of Architects and industry professionals changed or adapted to today’s economy?

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Architecture and the Virtual Office

I love the conveniences of modern technology! The internet has become incorporated into virtually every aspect of our daily life. It is in our homes, our workplace, and even our phones. Whether it is research, communication, or services we are after, our society has become so utterly dependant on the internet that we feel lost without it. In my personal experience, I spent 15 months sailing around the world and essentially I mourned the absence of the internet during long passages at sea. The abrupt and absolute impossibility of surfing the web was a shock to the system in many ways. I didn’t realize that I was so dependant on the internet until all of my preferred means of obtaining information and communicating with loved ones was no longer an option. It was not all that pathetic, however. In a reasonably short period of time, I learned to love the disconnect experienced at sea and on remote South Pacific islands.

Now that I have both feet tentatively planted ashore, I have taken full advantage of all the conveniences and instant gratification the internet offers me. Most importantly, it has opened up a host of employment and business opportunities. Where I choose to live is not exactly a booming metropolis with endless job opportunities for writers. But with a little online research, I was able to secure freelance writing work. When I decided I wanted a little more financial stability, I landed a research and copywriting job with a web development firm. I had a desk at the office, but I had every opportunity to telecommute from my home, which I took advantage of.

Having joined a company that strives to improve communication within the architecture industry and design/ build sectors, I am interested to know how architects, planners, designers and associated professionals can improve communication when not everyone is working from the office.

How has the architecture industry adapted to the model of the virtual office? The internet has made it easy for freelance designers and architects/ builders with a web presence to identify and contact one another. There are countless benefits to adopting a virtual office, but the ones that stick out to me are:
Your talent pool does not have to be local. Regional and international professionals can contribute to your company and projects via the web.
Freelancers can create a virtual firm in order to take on larger projects and increase their market coverage.

What I would like to know is how many architecture firms and associated professionals have integrated the “virtual office” into their businesses in some way. Has telecommunication complicated business operations, or has it improved morale or productivity?

If you would like to weigh in, I’d love to gain some perspective!