Client Feedback Tool
  • The 5 Love Languages® and the AEC Industry

    Posted on May 8th, 2012 Ryan Suydam No comments

    I was cleaning our bookshelf this weekend and ran across a copy of The 5 Love Languages by Dr. Gary Chapman. This was one of the first of many books my wife and I read together as a young married couple. Of all the books we have read, the simple yet profound concepts found in Dr. Chapman’s book have given us the tools for years of better communication and a greater understanding of each others’ needs. As a professional in the AEC industry, it is important to have a deeper understanding of your client needs and expectations; and much like a marriage, managing this awareness is a key to success.

    I can remember that light bulb moment after digesting the basic premise of the book, figuring out what my wife’s love language is, and then realizing that our love languages were very different from one another. This awareness, and acting on that awareness, has been a key component that has contributed to 12 wonderful years of marriage and the foundation to work as a successful team in raising our 4 children and navigating life.

    Dr. Chapman states: “Once you identify and learn to speak your spouse’s primary love language, I believe that you will have discovered the key to a long-lasting, loving marriage. Love need not evaporate after the wedding but in order to keep it alive most of us will have to put forth the effort to learn a secondary love language. We cannot rely on our native tongue if our spouse does not understand it. If we want them to feel the love we are trying to communicate, we must express it in his or her primary love language.”

    So what does this have to do with Feedback from Clients at AEC firms? As a Senior Client Feedback Specialist I help firms gather feedback from their client’s. The awareness of client’s expectations and preferences helps to create better client experiences, improve communication, build lasting relationships, and help with overall firm improvement. For instance: Your lead engineer gets feedback after a recent meeting presenting construction documents to her client. The engineer got a score of “needs improvement” on the schedule. Perhaps the meeting went 15 minutes long, even though the client drove the conversation beyond the scheduled end time. She now knows her client’s expectations at a much deeper level and that staying on schedule is very important when working with this client. She makes adjustments in her process and is now very schedule and deadline focused on this project. This is a win-win for the client, the engineer, and the firm.

    We have years of expertise in helping firms with this process. Much like understanding your spouse’s “Love Language” our ClientFeedbackTool helps you understand the unique expectations and preferences of your clients. If I play with Dr. Chapman’s quote above, I can confidently say that, “Once you identify and learn to speak your clients primary language, I believe that you will have discovered the key to a long-lasting professional relationship.“ Our powerful tools and cutting-edge process helps give you ways to achieve this goal.

    If you would like to learn more about our process and how our expertise can help your firm build better client experiences, feel free to reach out to begin a discussion . . . on the other hand if you want help on your marriage or relationship I can’t help you . . . but I do know of a great book to help!