The client experience is at the heart of architectural work. Delivering an attentive experience through every phase is what will lead to a happy client, repeat business, and referrals for your firm. In fact, this experience starts before you even land a client. Becoming in tune with your potential clients’ feelings, thoughts, and questions will help you to meet them where they are. In this Section Cut session, Lucas Gray and Dena Alspach of Charrette Venture Group explained how delivering an excellent client experience from day one is what will elevate the relationship with your client beyond a transaction.

Interview Takeaways:

Get in tune with potential clients’ feelings
Nurture the client relationship
Set the right expectations
Strengthen your onboarding process
Find the best way to share documents
Document when you reach milestones
Reach out to the client regularly
Show where the money is going
Get feedback
Check in annually after a project closes

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Check out Charrett Venture Group
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Charrette Venture Group: Designing the Client Experience (w/ Lucas Gray, Dena Alspach)