Practice Management Member Conversations

Hello I'm looking for some anecdotal wisdom from residential architects who have worked with difficult homeowners / clients. If you cared to share a story of how you handled the project and relationship that would be helpful. For example, in your situation(s), did you find a positive outcome in continuing to the end of the project and doing your best by them? Did you confront them about project issues or try to avoid disputes and keep things mellow? Did you make the decision to terminate the contract? How did your approach work out in the end?

Thanks,

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James Kehl AIA
James Kehl Architects
Westlake Village CA
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Yes, yes, yes and yes to all the negatives.  The client at the front end had really good vision and intent - but - no follow-thru. No follow-thru on needed decisions even after spending additional scope time to develop for him aesthetic, construction, cost and schedule pros and cons to consider making a decision. It did not work out in the end.  I told him I would not do any future work with him.

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Michael Katzin, AIA | Johns Creek Planning Commission
Michael Katzin Project Services, LLC
Johns Creek, GA
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Some clients won't be profitable for you to work with. It's difficult to determine who they are before you have signed a contract with them. Generally, their inability to make decisions OR their backtracking on decisions already made will be your first red flag. Scope creep will also happen. You should lay out your process clearly at the beginning and work hard to identify when they are trying to move you away from the expected scope and process - look for add services ASAP and point back at your contract and process when they balk at this. Don't be afraid to part ways with clients who are taking too much time - unfortunately usually by the time you realize that you are over budget on time, you probably won't be able to save profitability on the project. It might be best to part ways. Some clients do this maliciously but most are just indecisive. As an alternative - if you are frequently working with indecisive home owners - do the initial designs  (PD, SD and maybe DD) as hourly work, then CD can be fixed fee once scope is set. You can even take a retainer, work to the retainer and ask for another payment before you resume work. This allows them to be indecisive on their own dime.

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David Sisson AIA
David Sisson Architecture PC
East Providence RI
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David, great points - it is okay to fire your client when you need to and within contract terms.

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Michael Katzin, AIA | Johns Creek Planning Commission
Michael Katzin Project Services, LLC
Johns Creek, GA
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Original Message:
Sent: 03-15-2024 05:41 PM
From: David Sisson
Subject: Wise Approaches to Difficult Clients

Some clients won't be profitable for you to work with. It's difficult to determine who they are before you have signed a contract with them. Generally, their inability to make decisions OR their backtracking on decisions already made will be your first red flag. Scope creep will also happen. You should lay out your process clearly at the beginning and work hard to identify when they are trying to move you away from the expected scope and process - look for add services ASAP and point back at your contract and process when they balk at this. Don't be afraid to part ways with clients who are taking too much time - unfortunately usually by the time you realize that you are over budget on time, you probably won't be able to save profitability on the project. It might be best to part ways. Some clients do this maliciously but most are just indecisive. As an alternative - if you are frequently working with indecisive home owners - do the initial designs  (PD, SD and maybe DD) as hourly work, then CD can be fixed fee once scope is set. You can even take a retainer, work to the retainer and ask for another payment before you resume work. This allows them to be indecisive on their own dime.

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David Sisson AIA
David Sisson Architecture PC
East Providence RI
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I completely agree with David's discussion on hourly work for the early phases. So much depends on the quality of information given to us from clients and their ability to stick with decisions. So much also stems from a fundamental lack of understanding what is involved in getting from ideas to a building. To justify hourly work, I amassed a little database from a few of my projects, which I use to inform clients of the reality of original design intention versus actual design hours cost based on client changes. This serves as a way to convey to a new client that they are as responsible for the cost of a project as any member of the team. Solid information and good communication are the best remedies. Love David's closing line, "This allows them to be indecisive on their own dime." Amen.  

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Rebecca W.E. Edmunds AIA
Editor, AIA PM Digest
President, r4llc
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Original Message:
Sent: 03-15-2024 05:41 PM
From: David M. Sisson AIA
Subject: Wise Approaches to Difficult Clients

Some clients won't be profitable for you to work with. It's difficult to determine who they are before you have signed a contract with them. Generally, their inability to make decisions OR their backtracking on decisions already made will be your first red flag. Scope creep will also happen. You should lay out your process clearly at the beginning and work hard to identify when they are trying to move you away from the expected scope and process - look for add services ASAP and point back at your contract and process when they balk at this. Don't be afraid to part ways with clients who are taking too much time - unfortunately usually by the time you realize that you are over budget on time, you probably won't be able to save profitability on the project. It might be best to part ways. Some clients do this maliciously but most are just indecisive. As an alternative - if you are frequently working with indecisive home owners - do the initial designs  (PD, SD and maybe DD) as hourly work, then CD can be fixed fee once scope is set. You can even take a retainer, work to the retainer and ask for another payment before you resume work. This allows them to be indecisive on their own dime.

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David Sisson AIA
David Sisson Architecture PC
East Providence RI
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Great question and topic!
Sent from my iPhone