First, I am curious in what ways your clients are "difficult", as the approach would vary depending on how they are.
I have been very fortunate with my clients over the past 37 years, however when I have had issues, it's often been
due to communication issues. Email and texts are usually the culprit these days, as the tone of the writing can easily be misinterpreted. And I have had a few clients with very changeable personalities (almost as if they are a bit bipolar) so they can go off on you at the slightest irritation if they misinterpret what you wrote. I take deep breaths when that happens and do my utmost to convince them that their interpretation of my writing is not what I intended...and we move on.
And then there are the clients who need your time but complain about having to pay for it. I do my best to assure them that I only spend the time that is necessary to ensure the quality that is our standard and what they also expect from us. (We work hourly).
We do mostly residential projects, so in the end, the project is THEIR home, not mine, so if they insist on something that I disagree with, I make sure I explain all the pros and cons in the decision and let them make the final choice.
I did "fire" one client who clearly had developed a problem with trust issues and became unreasonably paranoid. And this was an old client for whom I had done more than one project for. But it was something that wasn't going to change so I quit...and it was before any construction drawings were done. I did it with a very nice letter, with my regrets at having to quit and how I always had their best interest in mind.
If you smell trouble early on, it's definitely better to walk than to hang on as we don't make money at our field to begin with, and projects typically are in the office for years. If we don't at least have the "perk" of liking what we do and who we do it for, there isn't any point.
One last thing...something my contractors get mad at me for...if we have an error and something during construction has to be corrected because of it, I usually offer to pay to correct it. We are known for our detailed plans, so it is rare, but it happens. I have given some clients a credit on our bill, which I think goes a long way in the good will department. And i always emphasize with clients how we are all one team (client, architect, builder).
Hopefully this was of some help?
Good luck!
Gina Moffitt, AIA
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Gina Moffitt AIA
Kiyohara Moffitt
Los Angeles CA
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Original Message:
Sent: 03-14-2024 01:59 PM
From: James Kehl
Subject: Wise Approaches to Difficult Clients
Hello,
I'm looking for helpful thoughts, anecdotal or in-principle, from architects who have worked with challenging homeowners / clients. In our sector I know this is normal to encounter now and then. What have you done differently in these types of projects to navigate toward a successful (or at least, not disappointing) conclusion?
For example, do you mollify clients by expending extra effort and 'going the extra mile'? Do you obtain resolution to disagreements or dissatisfactions by facing tensions head-on, or do you try to avoid any arguments and keep things mellow and positive? Did you make the decision to terminate the contract? How did your approach work out in the end?
Any thoughts welcome,
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James K. AIA