"It’s generally a people problem," says a developer who's worked with dozens of design firms.
Every architecture and engineering firm aims to keep their clients happy, but here are eight things that can make any relationship go sour:
1. Changing personnel without client's prior knowledge or approval. This included switching people between the proposal or interview and the beginning of work.
2. Not changing personnel, when it's obvious there is a personality conflict with the client.
3. Not hearing problems. Not listening is a major client complaint.
4. Silence when things aren't going well. Clients can handle bad news, but they hate surprises.
5. Making promises you can't keep. This is the quickest way to lose a client's
6. Leaving the client to struggle alone. When there is a problem, offer some personal support.
7. Poor communication skills. Too many stumble through public agency approvals and community hearings.
8. Provide only service. Many do the job well, but forsake the relationship.
In PSMJ's complimentary report, A/E Business Development Study: How Today’s Most Successful A/E Firms Keep Their Clients Happy and Win New Work, we asked a range of questions relating to firms’ business development efforts, including: If firms have a full-time business development staff and how it functions, and how they train their full-time business development staff. Then we overlaid that data against firms’ financial performance, proposal performance, and client satisfaction, i.e. their business development effectiveness.I
For more information on meeting client needs, check out these related blog posts:
9 Essential Steps to Developing Satisfied Clients
How to Manage Multiple Projects With The Same Client
Are You Focusing on Your “Quality” Clients?