Quality Management

Quality management (QM), like risk, is everywhere. It is a vital part of the design process, whether or not noticeably present or acknowledged. There is very little, if anything, about design and construction industry output that doesn’t come under the umbrella of ‘quality’. A program...

Forces for Change in a Swiftly Evolving Professional Environment

The world as we know it is changing rapidly. The present reality of design practice is that it is transforming at its fastest rate in architectural history. Our choices are to change with it, or risk becoming obsolete. Design practice is in a precarious situation,...

Client Relationship Management

Written by Charles Nelson - December 6, 2019

A common mistake made by those in small practices is thinking about the client to begin with, but then shifting focus to the project once it begins. This change in focus often results in neglecting the client’s wants and needs. In order for the project to run smoothly, it is fundamental that there is a healthy balance between focusing on the client and the project itself.

Every client is unique, and therefore, every client often has different fears lurking in the shadows. What one client might be deeply concerned about may not even be on other clients’ radars. There is one simple way to solve this: Ask a lot of thoughtful questions, as early on in the project as possible. This reveals to clients that you appreciate their thoughts about the project, and that you will be focused on creating a project that minimises their discomfort and is more likely to achieve their goals.

Satisfied clients overlook reasons to sue, pay their invoices promptly, pass on a good word to their friends, and return when they need another project. It is evident that client centricity is a significant growth opportunity, and thus, clients should be situated at the heart of everything the organisation does.

To read more about client relationship management (CRM), go to Chapter 7 of Managing Quality in Architecture, 2ndEdition. My new book can be purchased from any good online bookstore. Book Depository offers a good discount as well as free shipping worldwide.

To find out more about CRM, visit https://psmj.com.au/clients/managing-client-relationships/.

Head to https://www.designnode.net/knowledge-to-forge-your-future/#client to browse multiple articles on CRM, including ‘CRM: Changing Fast!’, ‘What do Clients Value?’ and ‘Client Relationship Management 101’.

To read the article ‘10-Step CRM Implementation Plan for Design Professionals’, go to https://buildingtech.com/bt-toolkit/.

Charles Nelson AIA, LFRAIA, AECPM

1 August 2018