Above & Beyond with Architects & Clients
With the nature of the remodel business, and customers demanding more for their home improvement dollars, it makes sense to duplicate what successful remodelers are doing working with existing customers and architects. I recently spoke to Dennis Allen, the principal partner of Allen Associates, a custom home building and remodeling company in Santa Barbara, CA.
In one communication, Dennis told me that: “we are having a banner year. We’re ahead of our target for sales. This is a nice change after we had a slow 3-4 months at the end of last year. We are really concentrating on sales and landing projects. It seems to be working. The service aspect of sales is rarely discussed in building magazines or at conferences, yet we find it to be critical. It is what builds trust and pulls prospects into signed contracts”.
Dennis does quite a bit with green building, and oftentimes works with architects. I asked Dennis to review what he is doing, and he shared a number of specific suggestions. I’ve included the 12 best here:
- Prompt & effective communication –
- Architects feel responsible for the project, and they like to know what’s going on. Copy the architect when communicating with the client. This builds the team and helps lead to future work.
- Frequent updating on a project’s status. Short e-mails are the best. Blackberries are a good tool to accomplish this
- Get numbers to both client and architect early or, at a minimum, when you said you would
Whether or not you offer green building expertise, or can do a home performance assessment, the idea behind all of these suggestions is to exceed expectations. Wow the client you are working with. Wow the architect if one is involved in your project. People so seldom have “wow” experiences anymore that when they do have one, it is something they remember.