8 Ways Architects Can Create a Good Relationship With Clients
Professionals on Houzz share tips for ways to connect with homeowners and build trust
For projects to run smoothly and successfully, clients need to trust and feel comfortable with their architect. Here, three pros share ways they establish a good relationship with homeowners from the start.
Contributing professionals: Nicholas Taylor of IMBY3 Architecture & Design; Eilir Sheryn of van Ellen + Sheryn Architects; Denise O’Connor of Optimise Home
Contributing professionals: Nicholas Taylor of IMBY3 Architecture & Design; Eilir Sheryn of van Ellen + Sheryn Architects; Denise O’Connor of Optimise Home
Put clients at their ease
Homeowners are handing over care of their property and a chunk of money to their architect, so trust is crucial.
“I’m aware that most of our clients don’t have much experience in construction projects,” Nicholas says. “Our projects also require significant amounts of money to be spent and we’re essentially ripping up people’s homes, knocking down walls, taking off roofs, etc. All of these factors can make a project stressful, or at least unsettling, for our clients, so it’s important I help to reassure them.
“Part of our role is to make sure they’re always in control, from the design stage through to construction and completion,” he adds. “If they ever feel they’re not in control, then we’ve failed.”
Making sure homeowners are clear about every stage can put minds at rest. “We have a clear outline of what’s included in each of our packages and how long it’s going to take, as well as letting our clients know what’s expected of them in terms of their time,” Denise O’Connor says.
Homeowners are handing over care of their property and a chunk of money to their architect, so trust is crucial.
“I’m aware that most of our clients don’t have much experience in construction projects,” Nicholas says. “Our projects also require significant amounts of money to be spent and we’re essentially ripping up people’s homes, knocking down walls, taking off roofs, etc. All of these factors can make a project stressful, or at least unsettling, for our clients, so it’s important I help to reassure them.
“Part of our role is to make sure they’re always in control, from the design stage through to construction and completion,” he adds. “If they ever feel they’re not in control, then we’ve failed.”
Making sure homeowners are clear about every stage can put minds at rest. “We have a clear outline of what’s included in each of our packages and how long it’s going to take, as well as letting our clients know what’s expected of them in terms of their time,” Denise O’Connor says.
Establish a clear brief from the outset
Helping homeowners to understand what they can and can’t have, and why, builds trust.
“Ask the client to write down all of their aspirations and a list of requirements,” Eilir suggests. “Try to get this written in some sense of order. Sometimes, it’s not possible to deliver all of the client’s wishes, so make sure the most important elements of the design are delivered first. Periodically review the brief, share it and keep it up to date. This avoids any misunderstanding between parties.”
“We spend a lot of time getting to know our clients,” Denise says. “We have a detailed briefing document we send to everyone before our first meeting. This helps us to really understand how best to approach the project to ensure the changes we make will have a positive impact, not only on the design of the house, but also on our clients’ day-to-day lives.”
Helping homeowners to understand what they can and can’t have, and why, builds trust.
“Ask the client to write down all of their aspirations and a list of requirements,” Eilir suggests. “Try to get this written in some sense of order. Sometimes, it’s not possible to deliver all of the client’s wishes, so make sure the most important elements of the design are delivered first. Periodically review the brief, share it and keep it up to date. This avoids any misunderstanding between parties.”
“We spend a lot of time getting to know our clients,” Denise says. “We have a detailed briefing document we send to everyone before our first meeting. This helps us to really understand how best to approach the project to ensure the changes we make will have a positive impact, not only on the design of the house, but also on our clients’ day-to-day lives.”
See the project as a collaboration
“We stress the design service is a collaborative process,” Eilir says. “We like the client to have some ownership of the design and feel part of its development; it should be fun and exciting if possible. Hopefully, this instils confidence and trust in the design team.”
Nicholas agrees. “I want our clients to really enjoy the design stage, to get excited by the possibilities,” he says. “Wherever possible, I want them to be actively involved, too. I emphasise that good design is a dialogue between us, the experts, and them, the end user – we rely heavily on the client’s feedback and ideas.
“We use Houzz ideabooks in order to understand the aesthetic they’re interested in,” he continues. “I always test ideas to see if they’ll work; if they don’t, we try something else, but we’re always working as a team.”
“We strive to demystify the process of working with an architect as much as possible,” Denise says. “We want to empower homeowners to tackle a project, big or small. We’ve packaged our services in a way that allows our customers to pick and choose only the stages of work they need.”
To make collaboration easier, architects can also use Houzz Pro business management software to share everything from moodboards and floor plans to project updates.
“We stress the design service is a collaborative process,” Eilir says. “We like the client to have some ownership of the design and feel part of its development; it should be fun and exciting if possible. Hopefully, this instils confidence and trust in the design team.”
Nicholas agrees. “I want our clients to really enjoy the design stage, to get excited by the possibilities,” he says. “Wherever possible, I want them to be actively involved, too. I emphasise that good design is a dialogue between us, the experts, and them, the end user – we rely heavily on the client’s feedback and ideas.
“We use Houzz ideabooks in order to understand the aesthetic they’re interested in,” he continues. “I always test ideas to see if they’ll work; if they don’t, we try something else, but we’re always working as a team.”
“We strive to demystify the process of working with an architect as much as possible,” Denise says. “We want to empower homeowners to tackle a project, big or small. We’ve packaged our services in a way that allows our customers to pick and choose only the stages of work they need.”
To make collaboration easier, architects can also use Houzz Pro business management software to share everything from moodboards and floor plans to project updates.
Be honest and realistic about the budget
Our experts agree that being clear about their fees and the overall cost of the project is a key way to give clients confidence.
“Our pricing structure creates more certainty for our customers,” Denise says. “Instead of a percentage-based structure, all of our services are priced upfront, so our clients know what they’ll need to spend before they commit.”
“We set out our fees at the beginning as a flat figure assigned to each work stage,” Nicholas says. “We’ll revise proposals as many times as required to get it right and the client should feel comfortable making suggestions without feeling there’ll be a financial consequence.
“I discuss the budget throughout the project to make sure we all understand where we are,” he continues. “Transparency is important and we want our clients to feel comfortable talking about their finances. We can then advise on how to spend the budget most effectively.”
“At an early stage, pre-planning, have a quantity surveyor establish a cost plan with a breakdown of all components,” Eilir says. “This not only brings a sense of reality to the project, but also empowers the client with control of the purse strings.”
Our experts agree that being clear about their fees and the overall cost of the project is a key way to give clients confidence.
“Our pricing structure creates more certainty for our customers,” Denise says. “Instead of a percentage-based structure, all of our services are priced upfront, so our clients know what they’ll need to spend before they commit.”
“We set out our fees at the beginning as a flat figure assigned to each work stage,” Nicholas says. “We’ll revise proposals as many times as required to get it right and the client should feel comfortable making suggestions without feeling there’ll be a financial consequence.
“I discuss the budget throughout the project to make sure we all understand where we are,” he continues. “Transparency is important and we want our clients to feel comfortable talking about their finances. We can then advise on how to spend the budget most effectively.”
“At an early stage, pre-planning, have a quantity surveyor establish a cost plan with a breakdown of all components,” Eilir says. “This not only brings a sense of reality to the project, but also empowers the client with control of the purse strings.”
Pay attention to small details
“I want our clients to know we understand the personal significance of their project,” Nicholas says.
It’s worth taking note of the smallest details and comments. “What have our clients casually mentioned that they didn’t realise could be an important driver for the design?” he says. “Small gestures [from us] can be important, such as taking photos of any artwork the client has and including that in the digital 3D model to create the connection between their existing home and the proposed home.
“We like to be considerate about the details in a project,” he continues. “Sometimes, an extension is simple, with a basic construction, but there could be something interesting about how the rear doors meet the ceiling, allowing a hidden blind, or a different lighting design that could make the project unique. There’s always something of interest to explore in a project and our clients appreciate it when we unearth ideas and want to explore with them.”
“I want our clients to know we understand the personal significance of their project,” Nicholas says.
It’s worth taking note of the smallest details and comments. “What have our clients casually mentioned that they didn’t realise could be an important driver for the design?” he says. “Small gestures [from us] can be important, such as taking photos of any artwork the client has and including that in the digital 3D model to create the connection between their existing home and the proposed home.
“We like to be considerate about the details in a project,” he continues. “Sometimes, an extension is simple, with a basic construction, but there could be something interesting about how the rear doors meet the ceiling, allowing a hidden blind, or a different lighting design that could make the project unique. There’s always something of interest to explore in a project and our clients appreciate it when we unearth ideas and want to explore with them.”
Make yourself available
“Good communication is essential,” Eilir says. “Ensure there’s always a person within the design team who’s available to speak to the client. Respond to messages and emails quickly and efficiently. Establish a clear programme of activities – a Gantt chart is always useful to map progress.”
“There’s nothing worse [for the client] than not being able to get hold of someone when you need them,” Nicholas agrees. “I like to set up regular meetings in order to establish and build a relationship.”
“Good communication is essential,” Eilir says. “Ensure there’s always a person within the design team who’s available to speak to the client. Respond to messages and emails quickly and efficiently. Establish a clear programme of activities – a Gantt chart is always useful to map progress.”
“There’s nothing worse [for the client] than not being able to get hold of someone when you need them,” Nicholas agrees. “I like to set up regular meetings in order to establish and build a relationship.”
Give clients continuity
“I believe it’s important our clients aren’t having to forge a relationship with too many people,” Nicholas says. “So the first person our client meets is the same person they speak to from the design stage through to the construction stage. Having the same person all the way through allows the relationship to build slowly and naturally during the project.”
Tell us…
Are there any good ways you’ve found to cement the relationship with a client? Share your experiences in the Comments.
“I believe it’s important our clients aren’t having to forge a relationship with too many people,” Nicholas says. “So the first person our client meets is the same person they speak to from the design stage through to the construction stage. Having the same person all the way through allows the relationship to build slowly and naturally during the project.”
Tell us…
Are there any good ways you’ve found to cement the relationship with a client? Share your experiences in the Comments.
Really listening to homeowners and tailoring your service to their needs is key to connecting with them.
“If there’s one thing I’ve learned over the past 30 years, it’s that every client is different,” Eilir Sheryn says. “Some are driven by cost, some by programme, some by quality of finish. So it’s important to listen as much as possible to understand what they really want and determine the key drivers and constraints. It’s only then a plan of action and a strategy can be established.”
Nicholas Taylor agrees. “The client relationship starts before we’ve been appointed,” he says. “Meeting face to face (or over video technology) is really important, because it’s the best way to get a good understanding of the person or family behind the brief. It’s also, of course, a good way for a prospective client to understand me and the company.”