Client satisfaction is the final hallmark of a successful or failed business.
The Use of CRM Software
The Use of CRM Software
Also known as customer relationship management, CRM software is an excellent way to better manage client-firm relationships.
Enhanced Communications
Enhanced Communications
Effective communication within any business relationship is crucial. This includes better understanding the client’s needs, resulting in a more targeted approach to their desires.
Using the Correct Engineering Surveyor
Using the Correct Engineering Surveyor
The importance of hiring a fast, efficient, and knowledgeable engineering surveyor cannot be overstated. A seasoned engineer will be able to perform a measured building survey within an agreeable time frame and return quality drawings fast. As many projects are often performed within an extremely tight time frame, a good surveyor is one of the key professionals that should always be used. From providing a topographical survey and addressing ownership boundaries to creating detailed plans that are able to pass local building codes, an experienced surveyor is a critical component. Since there are a number of these professionals within the industry, it is wise to only choose those with the best reputation and that are known to accommodate demanding schedules.
Unbiased Analyses
Unbiased Analyses
One of the issues that may be encountered during any project is the ability to obtain an unbiased analysis in terms of workload, price, and projected completion dates. Any bias during these stages can not only lead to cost overruns, but could cause the reputation of the architectural firm to come into question. Customers require pragmatism and clarity in terms of all such estimates. In fact, a “no-nonsense” approach far outweighs one that will require an adjustment further down the line. There is simply no room for salesmanship once a job begins.
Establishing Rapport Through Good Contractors
Establishing Rapport Through Good ContractorsEstablishing Rapport Through Good Contractors
The process of keeping a customer happy should never end once the job is procured and the contract is signed. This is often a costly mistake of many firms. While the project itself may have been won, there is no guarantee that future business will be generated. Although this is obviously important through the actions of the architectural firm itself, we should note that the contractor will also be present on the job site a good portion of the time. Securing a reputable, communicative and knowledgeable contractor is therefore another absolutely essential step. These attributes should be balanced with speed; a fast contractor is one who will keep the customer happy during all phases of the project.
The process of keeping a customer happy should never end once the job is procured and the contract is signed. This is often a costly mistake of many firms. While the project itself may have been won, there is no guarantee that future business will be generated. Although this is obviously important through the actions of the architectural firm itself, we should note that the contractor will also be present on the job site a good portion of the time. Securing a reputable, communicative and knowledgeable contractor is therefore another absolutely essential step. These attributes should be balanced with speed; a fast contractor is one who will keep the customer happy during all phases of the project.
Customer satisfaction is key to building long-term relationships. To achieve this, architects must use multiple tools at their disposal, including excellent communication and a dedicated CRM system.
Each step in the process should be used in conjunction with the others to maximize customer happiness.
