Face up to client feedback: pin back your ears, bite your tongue, and learn

  The biggest obstacle to asking for client feedback is fear. It forces you to confront your insecurities and guilty secrets, and that is terrifying. No doubt about it, inviting criticism is hard. Your brain reels in alarm. What if your clients realize that you’re winging it?  What if their other architects are able to …

Marketing architects: your key target is wrestling client biases, not proving design genius

  Clients will overlook shortcomings in the people they hire in a bid to access the best brains and, they hope, the best solutions. We’ve all seen this in Hollywood movies: a government agency calls in the maverick genius to save the world despite his or, less frequently, her disdain for convention and/or authority. It’s …

20 difficult-to-ignore reasons why architects should get client feedback

  When you’ve had your nose to the grindstone designing great architecture all year, it’s easy to lose sight of the fact that your business depends on delivering effortless client service. With your business strategy for 2019 now in your sights, is it time to reassess how you manage the client experience? A good place …

Ten architect blind spots that get in the way of great client relationships

I’ve been involved in the RIBA Client Liaison Group for a few years now. Altogether, the Group has consulted over 1,500 clients of all shapes and sizes, and so its findings are fairly robust. In the course of this research, I’ve come to suspect some architects of having a few persistent blind spots in their …