Every client wants an architect who has the capability of bringing their visualizations to reality. They find a suitable architect based on their budget, geographical requirements, and numerous other factors.
However, these factors are not the way a firm gains a loyal client who will also be an asset for them in networking. There are certain ways to make sure that your client is satisfied with the service that your firm is providing and that they have gained your trust to become a loyal customer.
Gaining clients' trust to ensure that they will turn to you for their next project is indeed challenging, but not impossible.
“The purpose of architecture is to shelter and enhance man’s life on earth and to fulfill his belief in the nobility of existence.”
The purpose of architecture is not just to provide shelter, but also to enhance human life and reflect the nobility of existence. It suggests that architecture should serve a higher purpose beyond mere functionality, and should contribute to the well-being and fulfillment of humanity.
Here are 5 strategies that any architectural firm can apply for managing client relationships so that their clients can have a sense of consistent satisfaction.
Understanding the Basics: Initial Engagement
The personality of a person tends to predict what kind of aesthetic they carry. An architect needs to understand the design requirements of the client along with his personality. Hence, an architect should research the background of the client before having their first meeting. This not only prepares them to predict what they are getting into but also shows the client that the firm that they selected is prepared and is genuinely interested.
“You’ll never get a second chance to make a first impression.”
This quote by Will Rogers simply explains how important the first impression is. Your client will give you only one chance to gain their trust and you need to grab that opportunity. Several tools can be useful for you to document everything so that you are fully prepared to knock the socks off your client.
This AI-based project management software gives you the opportunity to upload and organize documents. It not only streamlines document management but also helps the clients to have access to important project information. The clients should have the confidence of transparency with the architectural firm they have picked, and this software is perfect for gaining their trust in this.
Trello and Asana are also great tools that you can use to give your client the security of proper project management and make the perfect first impression.
Keeping Clients Updated
A client demands to learn about the regular process that their project has been making. It gives them a clear sight of whether or not their visualization is coming to reality. They have the right to know if they like the way things are coming out or whether they would like to make changes. Sometimes things do not look as good as we planned in our head, and one might want to make changes.
This tool provides an amazing platform for clients to access project information and track progress. This makes it easier for them to contact the team at their own pace. Zenoya has access to the budget and expense tracking that gives your clients clear insights into how much they have to spend. The clients can then make adjustments in their demands so that the project does not burn a hole in their pockets. Project information can be accessed through client portals so that there is no miscommunication between the clients and the employees.
Basecamp and Monday.com are two other tools that help you streamline your projects so that your clients can be kept updated throughout. These client portals make communication easier and more efficient.
Deliver the Expected
A client will judge the architectural firm through the work that they deliver. All aspects of the design requirements of the client should be met for the best output. There should be attention to detail, and high quality should be ensured for minimum error in the drawings and plans. The most important thing is to meet deadlines and deliver your work on time to the clients. Delay not only shows unprofessionalism but also makes the client impatient. Be on time if you don’t want bad reviews for your firm.
Feedback and Revision
“You have to accept as an architect to be exposed to criticism. Architecture should not rely on full harmony. It should rather be the part of the game.” - Renzo Piano
Feedbacks are considered one of the most important assets to improve in any field you work in. Good feedback on your dancing or singing helps you to be motivated and makes you strive to do better. Constructive criticism helps you to improve in the areas where you lack overall growth. Architecture works on the same principle.
Actively listen to the opinions of your clients that they have on your work and be flexible in making changes. You should let your clients fill out feedback forms for the same.
SurveyMonkey is an organized platform to do so. In addition to that, keep a log of all the changes that you have made so that you can detect a pattern of what and what not to do.
Smartsheet is a quite helpful tool to do so. The organized way of getting feedback is not only convenient but also easy to use.
Build a Long-Term Relationship
Post-project follow-ups help the clients to develop a sense of bonding. This helps the client connect to the firm on a personal level. This is beneficial for the firms for promotion as client want nothing but a comfortable environment for making their dream projects come true. Feedback forms are a helpful way to gain a source of improvement along with managing relationships with your clients. Maintain contacts with regular newsletters so that the clients remember you.
In Conclusion
The key to managing healthy client relationships within an architectural firm extends beyond the scope of just these 5 tips.
There exist numerous strategies through which an architectural firm can cultivate loyal clients and thrive in the industry. A prime example of this is Foster + Partners, a highly successful architectural firm that exemplifies how to foster robust relationships with clients.
Foster + Partners has established a highly effective client relationship management system, underpinned by a deep understanding of client needs and a commitment to transparent communication and client involvement. Regular updates and meetings play a pivotal role in building trust and addressing any issues that may arise. Cultivating and maintaining client relationships becomes more achievable when there's a well-structured plan in place to guide these efforts.
The clients of an architectural firm are their number one asset. With the use of the right tools and strategies, you can manage to have healthy client relationships and flourish in the field of architecture.
Good clients make working on projects extremely fruitful. Providing them with the best service is the duty of an architect.