“As one becomes more experienced in their practice they can see warning signs with clients. You can head off challenging clients by practicing a service-based mindset.” - Elizabeth
Overview
The architecture and design field is a service-based industry. A designer must somehow bring in a profit and how we do that is through the design services we provide. In this episode we explore:
What a service-based industry means?
Why have good customer service?
How to apply a client centric approach to your projects?
10 Tips For Good Customer Service
1. Make sure you know what you are selling inside and out. Know you are selling insight into leading the design process from programming, planning, conception, design ideation, construction methods and processes.
2. Be friendly while keeping it professional show you are relatable, passionate about the design process, that you can play well with others, that you are collaborative and pleasant to work with.
3. Show gratitude to your clients by thanking them and showing them how much you appreciate their feedback and their inclusion in the design process.
4. Look for training opportunities within your organization to explore, learn and discuss how to provide customer service.
5. Find a balance between pushing design thinking while respecting the clients feedback and their best interest.
6. Look for non-verbal clues to understand/read the client.
7. Show good customer service with prompt response to emails and phone calls, even if it is a response to say “I received your email and will look into it and respond in a week.” Nobody likes to feel ghosted so don’t do it to your client.
8. Invite client feedback at the beginning, middle and end of the process with them. Dig into how the process of working together has been going and what you could do to improve your firms process on the next project.
9. Identify and implement changes in your design process based off of feedback from past projects. There is always room to do better.
10. Make sure to take the lead and check in with your client. Show them you are attentive, and managing the design process. Even if its just to give them a quick update they will appreciate it.
Trust your instinct and if something doesn’t feel right at the beginning phases of design lean into that. See if you can turn things around with stellar customer service skills to catch the train wreck before it fly’s off the rails.
Till next time keep designing yawl.