We have all worked with demanding clients throughout our careers. It’s part of the job. “Customers may be indifferent and callous and temperamental. Customers can be cranky, picky, needy, impatient, and intolerant. If the customer is profitable and does not negatively impact a company or employees, then that customer is your company’s best friend,” says author Jeffery Fox.

Signs of A Demanding Customer

Fox outlines eight significant signs of a demanding customer. We will review the signs and how they relate to the AEC community.

• The architect/contractor/engineer wants a building product of the highest quality. If your masonry, roofing, or paint products are subpar pieces of crap manufactured in third world countries run by ruthless dictators, watch out!
• The architect demands that the building product manufacturer improve their product. If your insulation product contains multiple toxins that could kill a herd of elephants, you better optimize your product. Health Product Declarations (HPDs) are a great method to start that journey.
• The owner/contractor wants lower prices. Product manufacturers constantly fight losing jobs due to cheaper products and alternatives available.
• The owner/contractor wants the building product delivered immediately. Manufacturers may lose a job if they can’t deliver their product in timely manner.
• The architect wants something new. Your building product might be the best in its product category in the marketplace. It was the hottest product at last year’s USGBC GreenBuild show. However, this year it’s considered boring and old-fashioned.
• The owner/architect/contractor/engineer expects you to know their name. How do you get your product specified if you don’t know the decision maker’s name(s)?
• The design professional you are working with doesn’t answer your calls or emails. Some people might consider this rude or inattentive. However, most of us are very busy everyday putting out fires, completing our daily tasks, and can run out of time at the end of the day to return calls/emails. We shouldn’t lose hope if we don’t receive a response immediately.
• The design professional requires endless customer support. Most of us have worked with professionals who need to have their hand held throughout the entire process. The architect has a million questions about how your product can successfully be integrated into their complex design. AIA Education can help with this challenge.

Who Pays Your Bills?

Jeffery Fox emphasizes that demanding clients can be great customers. Just because the contractor you work with is cranky and taxing, doesn’t mean he can’t be a valuable customer for years to come. Demanding customers also provide the following benefits!

• Pay the bills
• Help pay your salary
• Help pay for insurance, retirement, and other benefits
• Give referrals
• Return for business.

Overall, product manufacturers should work tirelessly to improve their relationships with architects, contractors, engineers, and owners. How does your team deal with demanding clients? What challenges have you faced in the past?