My First Assignment
Many years ago, before Annmarie and I started our residential architecture firm, I was a project manager with Kaeyer, Garment & Davidson Architects in Mt. Kisco, New York. I worked very closely with the senior partner at the time, Dick Kaeyer.
My first assignment as Project Manager was a major addition and renovation project for a church and facilities in Yorktown Heights. Dick designed the project and I developed it through construction drawings. Then, in order to learn the tips and tricks of construction administration, Dick and I worked as a team through construction.
Everything was going very smoothly and I was feeling very confident, until the windows were delivered. I will never forget the day. A sunny summer afternoon, I was attending the project meeting alone and the first window was being installed. The owner looked at the new Andersen Sandtone window and said, “The windows are wrong. We wanted white windows. Why are they not white?”
Panic pushed massive amounts of adrenaline through my brain. I specified Sandtone windows months ago during Design Development. Dick and I selected a neutral earth-tone color scheme and I thought the deep tan color of the Sandtone finish would look great. There was never a request for white windows from the owner. They just expected that they would be white, and they weren’t. I never informed Dick of my decision, so this was all on me. What was I thinking!?
A Whole New Level of Comfort and Confidence
I was scared.
I was 26 years old and this project was my first big responsibility. I went back to the office and told Dick about the problem. The contractor wanted the issue resolved immediately. Reordering the windows would push the project weeks off schedule and the rest of the building was enclosed and ready for siding.
I explained to Dick how I specified the color and that it was all my fault. I took full responsibility and offered to pay for the new window order. I don’t think I completely understood what I was doing. It was a $15,000 order and I was making about $35,000 per year.
The next day, I met with the owner, apologized, again took full responsibility and explained what I had suggested to Dick.
What happened next was very interesting. Not only did the owner accept my apology, I gained his full respect. From that point forward he knew, without a doubt, that I was working for him. My honesty and integrity gave him a whole new level of comfort and confidence.
Lessons Learned
Dick’s years in the industry paid off that week. He pulled some strings and had a new order of white windows delivered the following week. The supplier accepted the Sandtone windows in exchange and my salary was unscathed.
The lessons I learned on that project have been with me ever since;
Lesson 1: Manage your client’s expectations. Make sure they know what they’re getting…before they get it.
Lesson 2: When you make a mistake, take full responsibility as soon as possible. Not only will you gain respect, you will minimize the impact of the error.
Lesson 3: Use the words, “I am sorry”. It will instantly defuse the anger of the offended party.
Lesson 4: Find a solution, no matter how much it might hurt.
I have discovered throughout the years that if you are honest and have integrity in all you do, it will ALWAYS work out. The relationship you have built with your client will be strengthened in ways that would be impossible otherwise.
Then… once the problem has been completely resolved, make sure it NEVER happens again.
SHARE: How did you successful resolve a big mistake made on one of YOUR projects.
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The #ArchiTalks Blog Series
This post is my contribution to an international blog series called #ArchiTalks. Each month, dozens of architect bloggers publish a post on a specific topic simultaneously on the same date.
Scroll down for links to posts written by all of my #ArchiTalks friends.
Lora Teagarden – L² Design, LLC (@L2DesignLLC)
What was I thinking?
Cormac Phalen – Cormac Phalen (@archy_type)
What was I thinking?
Jeremiah Russell, AIA – ROGUE Architecture (@rogue_architect)
what were we thinking: #architalks
Eric T. Faulkner – Rock Talk (@wishingrockhome)
WWIT — Convenience Kills!
Michele Grace Hottel – Michele Grace Hottel, Architect (@mghottel)
“what was i thinking?”
Brian Paletz – The Emerging Architect (@bpaletz)
What was I thinking?
Jeffrey Pelletier – Board & Vellum (@boardandvellum)
What Was I Thinking? (Learning from Your Mistakes When Starting a Business)
Jim Mehaffey – Yeoman Architect (@jamesmehaffey)
What was I thinking?
Mark Stephens – Mark Stephens Architects (@architectmark)
What was I thinking!
Photo Credit: Shutterstock / Master1305
This is what I like about this series, a personal story that allows us to learn vicariously through the “learning” of someone else. I agree with how you approached it, but it’s hard for us to admit fault and our insurance companies prefer we often take other steps before we admit fault. Rarely are problems related to structural failures or extreme situations like that, but poor communication is typically at the heart of any mishap.
I agree Lee. Our contracts and insurance companies may not always agree with my instincts and ethical decisions. Readers should be advised to consult their attorneys and insurance companies as well. Thanks!
Lesson number 1 is likely the most important. Crisis prevention. Make sure the client is aware of all major decisions, especially the aesthetic ones. A good lesson learned.