A residential design/build project is a significant investment for your clients, and the last thing you want is for them to be disappointed with the end project.
Capturing a client’s vision and bringing it to life is an art. Learn how to avoid disconnects between the homeowner and the project so satisfaction is never a question.
How to Avoid Disconnects
Susann Heller, a landscape architect with Piscataqua Landscaping & Tree Service, based in Eliot, Maine, says two surefire ways to lose a client are to not truly listen to what the customer is asking for and to go way over budget.
She says the client is calling you for a reason, and it is your job to extract the client’s vision.
Nick Ackerman, senior project designer with Glengate Company, based in Wilton, Connecticut, says misaligned expectations, misunderstandings, or a lack of clarity can quickly derail trust. This is why active listening, not just hearing, is so important.
“Asking meaningful follow-up questions shows clients that you value their input and ensures their vision is truly understood,” Ackerman says. “Proactive updates and transparency throughout the process are equally important; clients should never feel left in the dark.”
Sophie Malis, an enhancement manager with Southern Botanical, Inc., based in Dallas, Texas, says any time she’s run into trouble on a job site, it comes back to a lack of clear communication. She says she works to provide extremely detailed maps so the client knows exactly what to expect and there are no surprises on install day.
“When we fail to communicate effectively, we risk clients feeling detached from the project,” Ackerman says. “By prioritizing open, consistent, and empathetic communication, we create a partnership where clients feel heard, valued, and deeply connected to the design process.”
Heller says you also must discuss money early on so you can establish parameters the client is comfortable with.
“Many times, clients don’t know what things cost, and they may have a ‘low’ number in mind or ‘no’ number in mind at all,” Heller says. “It is your job to establish a budget to work within.”
Advice for Others
Creating a successful design and relationship with a client comes down to honesty. Be upfront about yourself, your processes and your company.
Malis says if a client is requesting something that isn’t practical for their space, like installing screening trees behind the pool, but they only have a foot of space behind the pool, she will be straightforward with them and tell them it’s not possible. However, she will be creative and seek solutions that still fulfill their goal.
“Make sure you know what you are talking about and don’t try to bluff it,” Heller says. “It’s ok to say, ‘I don’t know but let me get you that information for you.’ After all, it’s impossible to know everything. Do push yourself to gain knowledge from other divisions and teammates; ask questions, pull them in on the project; it will help you grow.”
Heller recommends not overloading clients with too much information all at once.
“Break it down into small doses or they will tune out, Heller says. “There is so much to know for each project, and you don’t need to overshare everything up front.”
She sends out a project scope follow-up email that outlines the details of their conversation as well as next steps. Also, don’t overestimate the value of visual aids to ensure your client is on the same page with you.
“3D design is time-consuming and not necessary for every project, but it can certainly help you sell a large project and push it over the finish line,” Heller says. “Some clients just can’t visualize what you are describing, so I use visual aids on nearly every project.”
Ackerman advises taking the time to truly understand each client, not just as customers but as individuals with unique stories, passions, and dreams. Heller agrees that cookie cutter designs will only get you so far.
“Building trust isn’t enough – aim to build relationships,” Ackerman says. “By listening intently and personalizing details of the design, you show clients that their vision matters deeply to you. When you reflect their lives in your work, it will become more than just a transaction; it becomes a lasting part of their lives.”
