July 5, 2010

How to communicate with clients?




-Your  work will definitely speak, followed by words-

Generally, the development of the project  takes 2-3 years of time. During the concept to completion stages of the project, a lot of communication takes place between clients and architect regarding the design,  specifications, contract, construction, the application of raw materials, legal issues etc. In each and every meeting important decisions regarding the development of projects are taken. It is necessary to have effective communication from both the sides so to avoid misunderstanding or conflict in future.

 Following are some tips to remember while effectively  communicating with the clients.

Dos

1.          Keep your message very simple and clear.

2.          Your communication must work for you and not against you.

3.          Be sure to pronounce/write your client’s name correctly.

4.          Ask your client to react to what you have said or done.

5.          Meet your client periodically for face-to-face conversations. Write down the minutes  of               the meetings  clearly and send a copy to the concerned person.

6.          List all of your client’s requirements, issues, ideas and complaints. Review this list and                address them  with a sense of urgency and duty.

7.          Clients expect to have their questions addressed in a timely fashion. Doing so,  it’s                      showing them that you share their sense of what is important. Handling all questions, 
           no matter  how small or unimportant, makes your client feel valued and at ease.

8.          Do listen to your client carefully and avoid interrupting while the other person is talking.

9.          Observe the body language and listen to non verbal signals of your client.

10.       Give feedback in private if possible, it's insensitive to do this in front of others.



Don’ts

1.            Don’t try to impress the client by using heavy jargons and complicated language.

2.            Don't arrange an important meeting around lunch time. People don’t listen to you if they                are hungry.

3.            Don’t feel that everything has to be resolved at once. Just be patient and give it time.

4.            Don’t make your client feel uncomfortable by judging, criticizing or making fun of what he              or she has to say.

5.            Don’t get bothered by any simple or silly questions from the guests. They don’t                              understand the buildings the way you do.

6.            Don't try to discuss important issues when your client is in a hurry / upset.

7.            Don't let anything or anyone interrupt you unless absolutely necessary.

8.            Never assume that a client agrees with your conclusions and opinions. Be persuasive,               but also take care for not repeating the same point over and over.

9.            Don't forget your sense of humour.

10.        And never ever lose your nerves in front of a client.



Let your words and actions, both speak loud and clear

Effective communication needs strong understanding and good practice. It is a very important aspect of your Architectural Management skills. You must fine tune your communication skills often to be successful. 

Say 'yes 2 Architectural Management' and begin your journey into the world of architectural communications.


Interesting books on the subject      :  
The Architect's Handbook of professional practice
Architectural Management in practice by Stephen Emmitn  

                      
                                  


Next Blog: How to communicate with office employees? 


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