The Client Perspective

19th February 2019 / Daniel May, Head of Design (First Base)

The Client Perspective: What Clients Think of Architects

Protecting the value you're making (as an architect for a client)

Calm/collected under pressure, articulate

Clients like working with different kinds of architects, see the value in different roles.

Be able to use correct terminology/language

What Clients Want

/ Nigel Ostine, Hawkins/Brown

Deliver vision and being robust by adding value to the project

Danger of losing value added at Planning Stage and during delivery

Architect as Design Managers

Feedback

Learn from mistakes, remember to standardise as often as possible

Listenback.co.uk

-feedback

-improving the service

Had to protect and track quality (cost&time arc)

-championing the vision

Insights and Ownership

Clients prefer architects to take ownership and be leaders

"Property Investment Guy"

Know markets, what rent is in different areas

Income vs Field

Pre-letting to derisk (political turmoil/uncertainty etc.)

Timelines & timeframes vs scope & reward & ambition

Long-term relationship between architect and client/developer/investor - build up trust, take on spec (risk) initially = pay off in the long run

Public Sector

Understand the entire process

Delivering architecture is the start not the finish

Unit 2 Advice

Presentations:

- best way to present?

Example:

- selective information?

Example:

- leave out?

Example: irrelevant information, offensive information, incomplete information. Important to keep the client in the loop, but certain aspects might be best to hold off before divulging.

- identity as a team?

Importance to the client to consider the architect as one, cohesive unit - aids communication and increases likelihood of repeat work.

- roles?

Important for the client to know who the contact for what is and a design team looks stronger if there are clearly defined roles already assigned, appears organised, intentional and focused.

- clarity?

A confused client is an unlikely client. A client presentation is a taster of a potential future working relationship.

- empathy?

Key to demonstrating understanding of client’s issues and concerns.

Understand:

- Brief (What is really being asked for? Where is the flexibility?)

- Client (Who is this? Background, level of risk, stakeholders)

- Project (Delivery, workflow, communication)

- Team (Internal and External teams and collaborations - scope)

Deliver:

- Strategy

- Assignment

Rehearse! Demonstrates confidence and care.