Increased Profit Through Client Management

Client Management Training for Designers & Architects

  • Are important projects taking too long to complete the design?
  • Do customers seem shocked by the final price of a completed design?
  • Do over-budget designs upset the customer and never get built?
  • Is production waiting on your designers to get the customer to sign the construction agreement?

In today’s brisk business environment, getting projects through design on-budget and on-time is crucial. There’s nothing more upsetting than a completed design that doesn’t convert to production.

Today, the design department may be THE bottleneck in many design/build remodeling companies throughout North America.

This program is designed to address –

  • Dealing with allowances in the design and selection process
  • When and how to discuss budgets with customers
  • Meeting design deadlines to assist production
  • The Dreaded Scope Creep – when it starts and how the designer can control it
  • Dealing with indecisive customers
  • How to manage customers properly to get decisions easier and more timely
  • What to do to stay on budget even when the customer is asking you to add scope
  • How to control the design and selections process to keep customers happy but meet production start commitments
  • Advanced customer relationship building skills (much more than small talk or chit chat!)
  • The paradox of options and why you should think twice about offering them

Face it, designers were taught to design. Many lack the advanced interpersonal skills to control customers who reasonably expect great service and care during the design of their 6 figure remodel.

Clearly your team wants to please the customer. They deserve the tools to provide a superb (and efficient) customer experience with collaborative teamwork.

This program includes –

  1. A Customer Service assessment specifically for designers who manage customer interactions. Results will give feedback to the designer on their areas for communication improvement and outline strengths that the designer already has. Performance benchmarks are provided. ($300 value)
  2. Eleven 55 minute group video conference sessions with other designers/engineers/PM’s from non-competitive companies around North America. Sessions are delivered by Chip Doyle, Sandler trainer and author of Selling to Homeowners – the Sandler Way. Homework is assigned for many of the 11 sessions. All 11 sessions are scheduled well in advance so there are no make-ups. If a session is missed due to illness or emergency, notes will be provided and Chip will answer any subsequent questions the participant has offline.
  3. Access to the comprehensive Sandler Online library of training, including Foundations for managing meetings and conversations with customers. ($400 value)
  4. A certificate of completion – (Sandler Training Customer Management for Designers)

11 Sessions: Classes Start October 3rd!

Thursdays, 1PM Eastern (10AM Pacific)

October 3, 10, 17, 24, 31
November 7, 14, 21;
December 5, 12, 19

Getting customers to make decisions and agree to higher budgets during the design process was a challenge for us. We now have all our Designers train with Chip Doyle. As a result, our conversion rate to construction exceeds 85% and our Designers are assisting sales with customer approved up-sells. The gross margin of increased sales volume with existing clients and higher conversion rates more than offset the investment with Chip and our company has happier clients!

Gregory Harth, President, Harth Builders
This is NOT sales training. Attendees are limited to designers, PM’s and engineers in customer facing roles that must deliver completed (and customer approved) drawings to meet construction deadlines.
This is NOT sales training. Attendees are limited to designers, PM’s and engineers in customer facing roles that must deliver completed (and customer approved) drawings to meet construction deadlines.

Chip’s course has been instrumental in helping LivCo shape and focus an often meandering creative design process. The results have shown a more efficient workflow with happier and better-informed clients. I strongly recommend all architects and designers learn from Chip’s teaching to thoughtfully deliver great design into built projects.

David P. Pollard, AIA LEED AP, Principal, LivCo
Enrollment is limited to 14 participants. Sessions are interactive. Participants will be expected to apply their new time saving skills after each session.

Because attendance is limited, we cannot accept last minute cancellations.
Enrollment is limited to 14 participants. Sessions are interactive. Participants will be expected to apply their new time saving skills after each session.

Because attendance is limited, we cannot accept last minute cancellations.

Sample Curricuum

  • Welcome and Introductions (Chip used to be an electrical engineer and wiring harness designer)
  • What is consultative design
  • Your Design Constraints (time, budget, performance, manufacturable, compliance, preferences
  • EPICBS and how to insure high Customer Satisfaction
  • The 5 Customer Service Problems (and how to avoid them)
  • Listening Skills
  • Meeting Management Skills
  • Designer Time Management with the 4 C’s
  • Prioritizing Design Elements and Selections
  • The Paradox of Options
  • ABT and Undermining Beliefs
  • CAPS with Customers
  • Pre-Meeting Planning
  • Questioning Skills to become a “detective”
  • Educator or Designer?
  • The Designer decides before the Customer decides
  • Advanced Bonding and Rapport – Matching and Mirroring
  • Understanding the Customer’s True Motivation
  • Discussing Money and Costs with the Customer
  • Call before you surprise!
  • Outstanding Customer Service is Predictable
  • Never get creative in front of the customer
  • Karpman’s Triangle for Designers
  • Dealing with Difficult Customers
  • Your “I” is not Who You “R”
  • Design Presentation Skills
  • How to Measure Customer Satisfaction

Non-Member Price: $3,500

Members Save $525!

Member Price: $2,975

MEMBERS: LOGIN FOR DISCOUNT CODE

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