When considering what truly epitomizes poor client service, one mistake stands out above all others: focusing on your project rather than the client's outcome.
At first glance, this might seem like a simple distinction, but it has profound implications for how we approach our work and, more importantly, how we engage with our clients. Let’s unpack this idea and explore why it’s the key to understanding poor service and how we can shift our mindset to deliver exceptional results.
The Trap: The Project-Centric Mindset
Years ago, during a client service seminar series, we frequently asked participants from the AEC industry to name their biggest challenge. Each time, the overwhelming response was the client.
“If only we could focus solely on the work and not be bogged down by client requests, we could deliver [insert service] so much better,” they’d say.
This sentiment reflects a common yet dangerous trap: viewing the project itself as the central focus, and the client as an obstacle to achieving it. This mindset fosters an "us vs. them" mentality, where the project becomes the be-all and end-all, and clients are seen as a necessary evil in getting the job done.
The Problem with This Approach
When we think this way, we unintentionally marginalize the very reason we’re in business: to serve the client. Even the most perfectly executed project, when disconnected from the client's broader goals, will likely result in dissatisfaction.
Why? Because what ultimately matters is not just how well we deliver a project but how well that project serves the client’s bigger picture. Clients don’t hire architects, engineers, or construction professionals to receive a completed project. They hire us to solve a problem, meet a need, or achieve an outcome. If we lose sight of that outcome, we fail in our role as a trusted advisor.
The Shift From "My Project" to "Their Success"
The firms that consistently deliver exceptional client service share one thing in common: they view projects as a means to create value for the client. Their job isn’t just to build, design, or engineer; their job is to help the client achieve success through those actions.
This shift in thinking—from “my project” to “their outcome”—is subtle but transformative. When you start seeing the work as part of a larger mission to support the client’s goals, every interaction becomes an opportunity to demonstrate your value. You move from simply being a service provider to becoming a partner invested in the client’s success.
How to Make the Shift
- Begin with the end in mind: Every project kickoff should focus on understanding the client’s goals beyond the technical deliverables. What are their broader business objectives? What will success look like for them when this project is completed?
- Communicate often and transparently: Clients don’t want to be left in the dark. Regular, transparent communication builds trust and allows you to keep a pulse on how well you’re serving their needs.
- Be proactive, not reactive: Anticipate client needs before they have to ask. This shows that you are not just thinking about the task at hand but are engaged in their long-term success.
- Reflect and refine: Throughout the project, take time to reflect with the client on how the project helped (or didn’t help) achieve their goals. Continuous improvement based on client feedback will ensure that both this AND future engagements are even more client-centric.
Conclusion
Focusing on our projects rather than their outcomes epitomizes poor client service. The solution is straightforward: embrace a client-centric mindset that prioritizes their success above the completion of any project. When that mindset takes hold, exceptional service naturally follows.
It’s time to view every project not as the end goal but as a vehicle for creating lasting value. Only then can we move beyond delivering projects to delivering outcomes that matter.
In the end, client success is our success.
