Client Interview

Page 1 LHAP 301: Client Interview Presentation by T.Warke/E. Kawahara Page 2 Scope of projects ● T eam Leads may interact with clients for a number of different reasons.○ Job starts /checkpoints / completion○ Liaison with General contractors or Subcontractors○ Residential Design Consultation - Usually starts with them needing ideas, leads to a design, which may lead to a quote.○ Quotes - requiring you to make decisions and take measurements for the quote. The emphasis of the client interview for this class will be for a design project as that is the most comprehensive scenario. Design consults - Many customers start out looking for a landscape design. The first step of this process is the Client Interview. It is critical to do this step well, especially if you are not the one drafting the actual design. Quote requests - People START by asking for a quote - this turns into a design consult 9/10 times unless they already know what they want and have done the site inventory and analysis. Page 3 Design Process Context 1. Pre Interview Call2. Client Interview3. Base Map, Functional Plans & Concept Plans4. Preliminary Master Plan5. Final Master Plan and Specifications Book6. Supplemental drawings as needed. Page 4 Setting Up the Interview Be Clear - this is the first impression and the sales opportunity! ● When, Where and how long will it be● Who should be there● How much will it cost● What is the purpose of the meeting Screen the Client Assign some homework Ask for an RPR What does this client want?? Are you there for a formal design? Are you simply doing a consult? Are you meeting the General Contractor? Make sure the client is prepared to pay for your services! Consider Pinterest or Houzz portfolios, or create a questionnaire linked to your website? If the client does not have an official RPR, make sure to give the disclaimer and/or mention the possibility of a drone flight. Page 5 Why is an RPR so critical?! Legal right of ways and easements especially Measurements of house for drafting the basemap. A Real Property Report (RPR) in Canada, especially Alberta, doesn't technically "expire," but it becomes invalid or outdated if any physical changes (new decks, fences, sheds, AC units) or changes to title/bylaws occur, requiring an update or new RPR to reflect the property's current state, with some recommending updates every 20 years even without changes for current standards. The only relevant factor is its accuracy and compliance with current surveyor standards, not its age. Client Interview: RPR review Beware of old RPRs…the accuracy could be off/ out of date. In Alberta RPR technically don't expire. But ….Usually it is handed over as condition of sale and will have the former owner’s name on it. Consider checking out the site on Google Earth.You should inform customers of any encroachments Page 6 What to Bring? 1.Clipboard: Trace paper (over RPR), Elevation Views, Pens/Colours or T ablet2.Portfolio and/or Concept book3.Camera4.T ools: shovel, probe, tape measure, level, spray paint 5.Contract: agreement letter, scope of work, schedule, notes, signature of all parties. Page 7 Client Interview Scope out the neighbourhood, use Google Earth. What development norms are there? Who are the neighbours, views? ❖Be Professional with your terminology, no acronyms ❖Provide pictures of things that are hard to describe (ie lighting, styles) ❖Adapt your questions to their answers You are the expert: be ready to make suggestions based on the information given Find out who the developer is and whether or not there are Architectural guidelines You only want to do this once - every time you go back there costs you money - the more efficient your process, the more money you will make! Don’t lose them in terms - but show that you are worth your pay - be conversant with current styles and materials. Listen to what they’re saying and adapt as you go through the interview - TAKE NOTES Page 8 Client Interview ● Your Primary role is to identify the Needs and Wants of a customer. You are there first to LISTEN. How do you get people to talk? ● You need to be able to compile a list of Opportunities and Constraints as a result of the client interview● This is a chance to make a sale● Read between the lines and make suggestions● Objections - be prepared for questions ● Listening can be a challenge - especially if they don’t know what they want. ● You can introduce people to new ideas they hadn’t considered… make suggestions ● Observe the person themself - how are they dressed? Do they look like they crave the new and trendy? Do they like bold colours? What is the decor of the house? ● People do not like being run roughshod over and they don’t want to be argued with. Be cognisant of tone, respectful of their ideas, prepared to offer answers, but also willing to take a step back and consider their request. Page 9 Creating the Interview Page 10 Interview: Client Who are you meeting? 1. Who owns the home?2. What do they do for work?3. What hobbies do they have?4. Allergies?5. Children? How old?6. Pets?7. Any definite likes or dislikes for colour or plant material? It might sound like you’re asking for a lot of personal information (don’t be creepy!) - BUT What they do for work, or enjoy for hobbies can influence: color preferences, style preferences, useage Children and pets - also will prompt space usage - how will these needs change over time as the children get older? Colours and allergies are also really good to note. Ask open ended questions - are the partners equal or is one opinion more predominant? Observe the surroundings in their house and what they’re wearing Page 11 Interview: Client Needs What do they want from their property? 1. Play, Relax, Entertain, Grow Food, Sports?2. Irrigation? Underground Pet Fence?3. Compost? 4. Garbage Pickup? Parking?5. Storage?6. Pool, Bar, Playground, BBQ, Gazebo or Firepit?7. Food Production? (Veggies, food forest) Snow Removal? Mowing? Utility space? - Remember to think about the things that they might not know they need to think about. Page 12 Interview: What is there already? Notes for Site Analysis: 1. Drainage Concerns, elevation changes2. Wind Patterns, Shade, Dry areas, Hot sun3. Future building plans4. Existing landscape materials5. Views (good or bad) and noise6. House Colour and Style Note the grades of the existing deck, as well as the windows (is there a view from upstairs?) Page 13 Interview: Budget and Maintenance 1.Who will complete the install?2.Install at once or in phases? (Deadline?)3.How many hours per week maintaining?4.Budget range5.Contact Info - email Make sure you are designing what they can afford! A tight budget will be a constraint. Decide when you will meet again and get their contact info - make sure that you do most of your business by email / in writing - this way you can ensure that there is a written record of scope changes; etc. Page 14 Conclusion The focus of the client interview is to ascertain function, problem areas, style, and general preferences. Specific plants, materials, and solutions can be decided upon and pitched during later stages of the design process. Page 15 Assignment:In Groups, develop a 20 minute client interview to perform using the site information provided. Team 1: Harris, George, Carl, McAllister, CodyTeam 2: Dylan, Sergii, Cory, Jerret, DavidTeam 3: Lauren, Katie, Semona, EvanYou will conduct this interview in class tomorrow, and submit your opportunities and constraints document (see moodle assignment for submission details) as individuals or a group for marking. (I strongly suggest using both questions and a “look book”. Discuss who will be the spokesperson and assign one dedicated scribe to ensure all the information is recorded). Click here for a sample form you might use as a “jumping off point”.