It is very important to put ourselves “in the shoes” of the people we serve.
We all work to empathize with our clients. As architects, we try to reduce the overwhelm and stress that our clients experience during a construction project. Very often, it’s the first time they have experienced such an encompassing commitment. They are spending amounts of money saved throughout years and have expectations learned from often unrealistic sources. It is our job to bring it all together in a successful architecture project.
A few times in our own careers, Annmarie and I have experienced the emotions of our clients first hand.
The first time it happened was during the renovation of our home; our own little cottage here in the woods of Chappaqua, New York. When we purchased the 1934 stucco cottage is was a 900 square foot one story house on a hill. It was everything two young architects could dream for. It had incredible character punctuated with a round top front door and a tapered chimney. No changes had been made to the house since the 1970s and all the original 1930s hardware, moldings and light fixtures remained intact. With all that character and detail came decades of neglect, disrepair and a 30 amp electrical service.
We were young, had little money and lots of determination. We upgraded the electrical panel, restored the house back to its original condition and used the house “as is” for several years. The lack of insulation, original 1934 cottage kitchen and very limited hot water was bearable for the two of us, but when our first child arrived, the fantasy of living in the 1930s soon gave way to the realities of living with a new born. It was time for some upgrades… and more space.
We designed an addition that would provide a proper kitchen, a larger dining room and a new second floor master bedroom suite. Calling in a few favors, we had construction under way quickly. The roof came off and the walls torn down… and then it rained… and rained.
It was at that moment when I realized that I was living the life of our clients. As I stood in the basement, looking up through the rafters of a half covered roof, feeling soaked from the rain, I wanted to cry. Our little cottage was dismantled by demolition and the rain was not relenting.
The experience was so overwhelming.
Much like many of our clients, we tried to stay in the house and live through the mess. It took only one week before we abandoned the open construction site for more friendly accommodations with Annmarie’s parents.
When the sun returned and we were better situated to live a “normal” life, everything felt better. The house was soon weather tight. The construction progressed smoothly and a few months later we returned to our new home.
Exceptional design and technical skills are expected by our clients. It is difficult to use these benefits as something that makes us unique in the market. The shift to the emotional mindset is one of the benefits differentiating Fivecat Studio from other local firms. We have built a brand that speaks for more than design and technical skills. We have positioned our service as a process of hand holding and managing the emotional “roller coaster” of an overall architectural project. We are guides through an overwhelming and often painful experience.
Ever since the day I found myself among the ruins of my own house, I have worked to better serve our clients from a new perspective. I have “walked in their shoes”. I know first hand of the pain they experience and I believe we serve them better for doing so.
Have you “walked in the shoes” of your clients? Have you experienced the pain of a personal construction project? Leave a comment below and share your story with our community.
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Photo Credit: lucielang / 123RF Stock Photo
It is easy to forget that our job is essentially to be problem solvers. That means we get to be creative and discover unique and fun solutions, but we downplay the ‘problem’ and upsell the ‘solver’ too often. Many of the challenges we experience on a daily basis on the job can be overwhelming to a first-time client. It is good to remember this and to experience what it is like to pay for change orders, make compromises and embrace the ‘reality’ of our design vision through a personal project. I’m close to breaking ground on my own residence and I can already tell many stories of ‘walking in a client’s shoes’. Great post.
Thanks for sharing Brinn. I appreciate you for commenting.
Great article Mark. My undergraduate degree in Psychology has been put to use many times as I have carefully helped my clients get through “the process.” Our clients have dreams and although we can assist them in manifesting many of them, when those dreams are too lofty (or more often virtually impossible given the circumstances), it is often us that has to delver the message. How we communicate this news can extend, or end, the relationship.
Thanks for sharing your experience Mark. It is so often a humbling one, whenever a major task (like renovation or new construction) is undertaken. As you state, there is so much at stake, and emotions often run high.
While on summer vacation on Cape Cod one year, we retained a contractor to make our 1940’s wartime “Victory” house, into something more liveable for our growing family. The renovations included new / replacement windows and a new bathroom.
While waiting for my wife while she was shopping with the kids, my cell phone started “ringing off the hook”. I knew something was wrong. I received word that our home was on fire, and there was not much to come home to. A negligent plumber had ignited the structure with his torch.
We stayed on the Cape and worked-out the logistics of insurance and finding a new place to live when we returned “home”. Then, the process of designing a new house (under the duress of the loss and watchful eye of the insurance company). It was a very stressful time for the whole family. Seeing the roof trusses go up was a watershed moment. After two long years, we finally could see that the end was in sight, and we would be returning HOME.
I share the experience with my clients so they realize that I can empathize with their stress and anxiety while we negotiate the process of design, permits and construction of their dreams.
I appreciate your blog and podcasts, Mark. They serve the same role to me, as I negotiate the path of being an Entrepreneur Architect.
Sincerely,
Wallace
Thanks for sharing that story Wallace. I could not imagine such a scenario. I am glad you are back home and the pain is behind you.