Being a client shouldn’t be hard work.

The realities that I take to heart.

There are few life events that shift us completely from consumer to client. Think for a moment about planning a wedding, purchasing a home or working through a home renovation. Each comes with its own financial stakes and heavy personal investment. These events test our resolve and can be truly eye-opening for those of us that work to establish long-running client relationships. 

Over the past year and a half, my wife and I have been navigating a major home renovation–from picking an architect and early concepting, to picking a builder and the long slog through construction. It’s been an emotional roller coaster. This is our home after all. We were married in the backyard. We’re raising our three boys here. Ultimately, no one cares more than we do. And more than once I’ve been left thinking, “Being a client shouldn’t be this hard!”

I’ve navigated complex multi-vendor engagements in a variety of capacities over the past 20 years. Yet, it’s instances like these when I’ve been a client in my personal life that have had the greatest impact on how I communicate with my clients. 

As a client, there are several realities that I wish every vendor took to heart. Let’s take a look from the otherside.

We’re all juggling.

Our project isn’t my only job. Sure, you’re likely working with several clients. I have a number of competing responsibilities as well. However, our time is our time. Treat me like your one and only client.

Your words have no meaning.

We all have our areas of expertise. Mine isn’t yours or I wouldn’t have hired you. It’s far too easy to rely on industry jargon when discussing your work. We need a shared vocabulary to ensure we’re both on the same page.

Remind me where we are again.

I don’t do this everyday. How does what we’re talking about relate to our last conversation, and the next? Big picture concepts can get lost in translation. Let me know the implications of my decisions before it’s too late.

Tell me what you really think.

The Paradox of Choice is real. Endless options are overwhelming. The more choices I’m presented with, the more I question my decisions. Please have a clear point of view.

My milestones matter.

I have a lot riding on this. Our milestones might help with your scheduling and billing, but they’re everything to me. Not getting paid is not the same as not having a place to live. Don’t let this drag.

We’re nearing the end of our renovation and each of these realities is top of mind. Personal experience drives my professional approach. Projects can be stressful enough even when we’re all in sync.

Being a client shouldn’t be hard work.