Y
our most impor-
tant design/build
customer is the
one sitting in front
of you right now
— the one with whom you are
currently working. When a cli-
ent hires you for design/build,
they book your valuable and lim-
ited resources. Time spent with
one customer is time not spent
with another, which is why it is
so important for design/build
firms that the clients working
with you during the design stage
stay with you into the produc-
tion stage. During the recession,
many of you probably noticed
an increase in dropouts from
design to production.
Our dropout rate remains
higher than before the recession,
so we set out to analyze the
reasons for the dropouts to see if
there were lessons to be learned
and variables we could control.
Here are some things we learned
that might be helpful to you:
SALES STAGE
• Make it clear to clients
through all stages of design
that your company is set up to
build what you draw. Explain
the benefits of this model to
the clients early in the sales
process and remind them of
this several times during the
design process.
• Clients who do not have real
need are less likely to move
from design to construction.
Ask your salespersons how
they can identify these clients
early on in the sales process.
• Check the home's sale price
and compare it to home
values in the neighborhood.
We find that new home
buyers who pay a premium
for their house are less
likely to move forward from
design to construction.
• Listen closely so you can get
a feel for clients who do not
want to be upsold, and do not
Who is your most
important customer?
Christopher K. Landis,
AIA, is a licensed architect
in three states and partner in
Landis Construction Corp.,
Washington, D.C.
1-800-874-2333
www.trim-tex.com
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For more information circle 49
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PROFITS: On Your Business | By Christopher K. Landis