1. Follow A Clearly Defined Process
Whether they know if or not, clients want us to be in control of their project (NOTE: Clients who want to be in control should be avoided). They’ve come to us to perform a professional service to help them achieve specific outcomes, and the best way to do so is to operate with a clearly defined staged process.
Successful outcomes rely on delivering more than just well-executed designs. To effectively meet our clients’ brief, we must also actively assist them to manage budget and timeframe. A well-designed process will also provide key touch points to manage these important aspects.
Don’t have a defined process? You can access the TDC 9 Stage Process summary via this free e-Book.
2. Create a Detailed Scope of Work
A project scope becomes the reference point for all parties involved: clients, collaborating design professionals and trades. The scope helps to define the key responsibilities your practice is committing to delivering.
When paired with a detailed set of Terms and Conditions, the scope of work forms the backbone of your legal contract with the clients.
3. Set Clear Boundaries
Use your Terms and Conditions to communicate important information about responsibilities (designers’ and clients’), inclusions and exclusions, payment terms and potential additional charges.
More than a document to protect you if things go wrong, a well-resolved set of T&C can be used at the start of the project to set clear boundaries, allowing for healthy discussion about what’s acceptable, and what the ramifications are if either party steps outside the agreed terms.
Once the project commences, remember to stick to the rules! There’s no point having T&C’s if you don’t enforce them.
To maximise the power of your T&C and manage expectations effectively, remind the clients of important terms at the appropriate milestones. For example, leading into the construction stage, review your procurement terms before embarking on any invoicing and ordering.
To access our proven terms and conditions, review the TDC Contracts.
4. Document Everything Thoroughly
Whether it’s 2D/3D documentation used to communicate design intent, schedules for accurate quoting and ordering, or meeting notes allocating follow-up tasks and dates to individual stakeholders, documenting everything in detail provides clear records and protects all parties involved.
Streamline your documentation using a project management program such as Programa where teams can access relevant, up-to-date information about all projects in one easy to manage location. Cloud-based record keeping also removes conflicting versions of schedules and streamlines the quote to invoice to purchase order process.
5. Be Clear on the Limit of your Management Services
Architects and Project Managers are trained to deal with contracts and manage the scheduling of multiple trades. Most importantly, they are also required to have insurance that covers this level of risk.
One of the biggest mistakes inexperienced designers make is over-committing to the management of external contractors. Our services during construction should be referred to as “Design Management” rather than “Project Management” to provide a clear delineation between our responsibilities and those of a formally qualified project manager.
6. Communicate Regularly
Breakdowns between clients and designers most often happens when changes to design, budget or timeframe are not communicated quickly and clearly. On larger projects, such changes aren’t just possible, they’re inevitable.
When clients feel disconnected from the progress on a project it can erode the all-important trust necessary for a healthy connection with their design team. By establishing a regular and structured path of communication, where information is shared openly and honestly (in a timely manner), clients can better relax into the process and trust that we have everything under control.
7. Action Breakdowns Immediately
Leading into the facilitation stages, remind your clients that it’s unlikely that everything will go exactly to plan. There will most likely be challenges that require a change to designs or external influences that cause delays out of your control, and there will almost always be changes to the budget.
In an ideal world, we can maintain regular communication with the clients to stay abreast of these challenges and engage in discussions to alleviate concerns. In reality, we are often juggling numerous projects, all with many moving parts, and sometimes a breakdown in communication occurs.
When this happens it’s important to get into action immediately to maintain your clients’ trust. Set aside any fears of having potentially uncomfortable conversations in favour of listening to their concerns and making a plan to get things back on track. Ideally meet face to face when you feel that some degree of trust has been lost, but if that’s not feasible, a phone call is always preferable over an email or (heaven forbid) text message to address any client unease.
8. See It Through
To round out a complete management service, it’s important to follow up in the months after handover. This is an opportunity to ensure all defects are addressed and allows designers to check in with the clients to see how they are enjoying the space. How we handle “problems” in this part of the project, no matter how big or small, will define how the clients remember our level of service.
This is also an ideal time to get formal feedback and testimonials, after the dust has settled (literally and metaphorically) from the flurry of work required to get to the finishing line. The care we show when attending to any concerns or requests will strongly influence our ongoing relationship with the clients. Problems become opportunities to strengthen their trust.
