Managing your client’s expectations

One of the more common complaints ARB receives about architects is that they have failed to produce a scheme that meets their client’s expectations; sometimes in respect of taking into account design requirements, but more often in respect of the budget available.

In our experience such alleged failings are more often than not as a result of a breakdown in communication. This can be the client failing to make their architect aware of what it is exactly that is required, but also what their budget is. It can also however be that the architect has not managed their client’s expectations in terms of what can be produced for the budget, what will be permissible under planning or building regulations, or that predicting the costs of schemes at an early stage is not an exact science.

To avoid such problems clear communication is key. Before embarking on any work you will want to establish what the client wants; how much money they have to spend on it; and when they expect it to be delivered. Then confirm that understanding in writing, along with the usual explanations as to all of the elements of the project that may as yet be unknown. Also of course remember to record any changes to the scope of the project in writing as and when they occur.