It's a great topic for discussion.
I am probably breaking every rule, but I like to manage expectations from the beginning by not replying immediately to emails. Later in the day or the next day are fine. I will sometimes send a message saying - "All good questions. I'll give this some thought and reply tomorrow."
Phone calls take less time so usually, I will respond as soon as I am able. I do not, however, allow my clients to expect me to be available at all hours. I ask at the beginning if work hours or outside of work hours are best for them and accommodate their choice. Nobody gets to pick both (though obviously there will be some overlap/exceptions made). I think wanting 24/7 responsiveness is a power thing and I know I won't enjoy working with that client.
I haven't provided any advice for the really anxious clients, who will reconsider every decision and never stop questioning. It sounds like that is what you have going on now. That's really hard.
My contracts provide estimates for the "hard" work but the "soft" stuff - meetings, phone calls and emails with the clients - those I bill by the hour. I explain that some clients want to be more involved, going through every detail together, and some are more hands off. So far, everyone gets that and accepts it. When the invoice lists my communications with the client and the time involved, some will cut back on their 2am emails.
Very interested in what others have to say on this.
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Carol De Tine AIA
Carriage House Studio architects LLC
Portland ME
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Original Message:
Sent: 02-14-2017 15:04
From: Brenda Nelson
Subject: Client Communication Guidelines
I am interested in learning how everyone establishes guidelines for client communication during a project. Let's assume you've created a good relationship, you have the project, you are now either designing the project or it might even be in construction. We all know that homeowners are not the same as developers or corporations. They might be nervous about the project, they may not fully understand the process and you get phone calls and emails often. Let's add in the variable and say that you've discussed many items with this client and have agreed on them, yet later the client brings up these same design items and wants to review them stating "we've never discussed this option".
With that scenario in place, do you establish communication guidelines with clients at some point in the project? Designate time to return calls only once/day or once/week? Let your client know you will respond to all their questions on "x" day each week? Other ideas?
I'm sure we all like our clients, but also know that sometimes the constant communication from them can also prevent us from finding out the answers they need and completing the work properly.
I'd love to hear what experiences you've had. And what has and hasn't worked for you.
Thanks,
Brenda Nelson
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Brenda Nelson Assoc. AIA
Intern Architect
Alley Poyner Macchietto Architecture, Inc.
Omaha NE
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