When dealing with the many varied tasks that running an architectural practice entail, it is easy to focus on getting the job done ahead of managing the relationship with your client. Creating architectural works is a joint venture with our clients. Their connection and understanding of the process, the ability to communicate effectively with you, and their perception of work you’re undertaking is fundamental to the success of your projects. Not engaging with our clients effectively can lead to confused, anxious or unhappy clients; or even to the breakdown of the working relationship, unsuccessful projects outcomes and the associated legal or financial repercussions that may follow. By truly considering your client experience as a fundamental aspect of your practice you can increase positive client engagement, and satisfaction with the services you provide, whilst also increasing efficiency, productivity and happiness for yourself and your team. In this comprehensive session we will cover: Communication and presentation skills – using behavioural profiling to understand different personality types and communicate more effectively with them Setting up clear service agreements with the client and using them to manage the client relationship. Establishing the lines of communication from the outset Listening techniques Demonstrating the values that you bring and reinforcing them in client perception Dispute avoidance techniques Learning from ‘success and failure’ to improve Jane Middlehurst and Amy Dohnalek (nee Poulsom) are both RIBA architects, Jane is also an RIBA Client Advisor. They have run their architecture practice Poulsom Middlehurst for the past 10 years. More recently they set up HomeNotes as a learning and support service for home renovators undertaking architectural works to their homes. They are passionate about understanding the architectural process from the client perspective and using their experiences to improve the services architects provide. They receive a lot of feedback from their clients that has given them valuable insight into clients’ experience of finding and working with architects and the issues they encounter. Please note Each on-demand video will expire 12 months after enrolling onto the module. This session was recorded from the live webinar on 10 October 2022. If you book these products, your data may be shared with third parties, including but not limited to Architecture and Design Commission (ADC), for analytics and to improve our services. For more information on this course, or if there are no places available, please email us, or call +44 (0)20 7307 5355 to talk to a member of the team. Please view the Terms and Conditions for more information.
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