A&E Business Journal Features Article on Client Feedback

The A&E Business Journal, published by the AE Management Association, featured an article on Client Feedback in their May 2009 issue entitled “Using Client Feedback to Address the Five Biggest Problems for Design Firms,” written by Mike Phillips AIA.  In the article Phillips discusses how to collect actionable data from your clients and how to use this information to reduce problems and liability, increase profitability, improve team performance, and enhance marketing effectiveness.  Here he discusses how collecting feedback in design firms can be especially challenging.

Design firms tend to solve unique problems in unique ways, which brings a focus on developing a deeper understanding of the specific details of our clients’ problems, preferences and priorities. Not only is this success criteria elaborate, but it is different for each project and often mutates multiple times during a single project due to shifts in budget, schedule and a client’s sense of desired quality. Design firms which utilize a system for tracking and responding to these changes waste less time and creates the maximum value to their client by being better aligned with their needs.

To read the entire article, subscribe to A&E Business Journal. The AE Management Association is offering a FREE 2009 AEMA Salary Survey with an AEMA membership of $125.00 for those who sign up by June 30, 2009.

Mike Phillips is President and Founder of Phillips Architecture and DesignFacilitator. His personal website can be found at AboutMikePhillips.com.

Mike Phillips Featured in the The Zweig Letter

Focusing on the benefits of client feedback, the May 18th, 2009 issue of The Zweig Letter profiled our Client Feedback Tool.  Under the heading “The Power of the Survey:”

Mike Phillips, president and founder of Phillips Architecture, PA (Raleigh, NC), a 30-person architecture firm, has developed an electronic survey to keep track of quality issues at all stages during a project.

The survey includes six process-oriented questions, such as “How well does our firm’s process assist you in managing your project schedule.”  The firm takes data compiled from the survey and presents it to clients, and answers are scaled relative to client expectations, Phillips says.

“We help solve our client’s problems with their projects,” he says.  “Our sense is that the downturn in the market affects our clients more than us, and is a tremendous opportunity to show them that we can help.”

To view the entire newsletter, please visit The Zweig Letter.