Part of the firm’s knowledge is how to work with specific clients and consultants. We normally store project work in Dropbox, where we all have access to it. The folder structure looks like this: PROJECTS CLIENTS PROJECTS This gives us a place to store all the projects for each client in close proximity, which is handy for finding details that can be re-used, or other things that are specific to that client. One of those things is a “Lessons Learned” checklist that we file in the CLIENT folder. Pausing at the completion of each phase of work just long enough to collect a list of how this client works is really helpful for the next design team who works for them. Here is a recent example we assembled while working with a first-time client. Example Client - Lessons Learned (date) Lessons learned about working for Example Client: 1] The "Owner" will be called something else. 2] They will submit for permits. 3] They may or may not require cost estimating. 4] The contract has very little to do with how they actually work - more informal. 5] Count on a rushed design period. 6] They treat rental units differently than units for sale. They are much more concerned about doors, windows, hardware, cabinets, if it is a rental unit. 7] They do not write the General Requirements, but everything else in the Front End documents they prepare. 8] Make sure they have an accurate list of allowances for their bid form. They usually have testing done by the Contractor under an allowance ($5,000?). 9] They will issue addenda, but we put it together in our format. 10] Project will probably have to go to City for a Historic Preservation review that we must take care of. Do as soon as a concept drawing is available. You can do something very similar with your consultants for the benefit of new hires or just to collect info about what it is like working with them (time to try out an alternative?). Both of these lists could also be stored in your IntraNet if you have one. We prefer this type of info to be right where you will see it in the normal course of things. A project without Additional Services is pretty rare. No one likes to talk about an increase in fees. Which do you prefer? Losing money, but having a content client? Or getting paid fairly even if there is some discomfort involved? Or maybe you are working by the hour or your fee is a percent of construction cost. Charging by the hour takes care of additional work automatically. The fee as a percent of construction cost might work if the change increases the cost of construction proportionally to the extra work. Often it doesn't. A fixed fee never gets you paid for a change. So here's what you do. Adopt a simple one-page form that you can complete in a minute or two and email to the client for a yes or no. We use this simple form. Here are the ways that it plays out.
We have found that no one faults you for being business-like unless they were hoping to take advantage of you. Getting paid for everything that you do is a form of Business Development! The Supplemental Authorization form (Word Docx) for documenting additional services is now offered in the Archives as part of MGMT-01. Get access when you Sign Up.
See revised version of this topic. UPDATED Mar 30, 2015 SIGNAL VS. NOISE [blog of 37signals] via RSS March 29, 2011 They are not new lessons. Never owe any money you can’t pay tomorrow morning. Never let the markets dictate your actions. Always be in a position to play your own game. Never take on more risks than you can handle…Good businesses, good management, plenty of liquidity, always having a loaded gun; if you play by those principles you will do fine no matter what happens. And you don’t ever know what’s going to happen… I mean, when times are good, it is kind of like Cinderella at the ball. She knew at midnight that every thing was going to turn into pumpkins and mice, but it was just so much damn fun, dancing there, the guys looked better and the drinks got more frequent and there were no clocks on the wall. And that’s what happened with capitalism. We have a lot of fun as the bubble blows up, and we all think we are going to get out five minutes before midnight, but there are no clocks on the wall. —Warren Buffett’s answer to “What are the key lessons you took from the financial crisis?” |
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