We ❤️ chatting with our clients.

And we ❤️ working for them.

Our desire is to provide the best possible client service that meets our clients’ needs while responding to their concerns in a timely manner. In order to do so, we use the following methods to communicate directly with clients: telephone, voicemail, mail, and email. In order to  be as efficient as possible, we do not communicate with clients via text messages or social media.

Here are our communications rules so we can chat with our clients, while also working on their projects.

Communication Updates.

Changes to Contact Information

As a client, it is your responsibility to notify us in a timely manner of changes to any of your contact information. Failure to do so could delay the receipt of an important communications and negatively impact your project.

Design Service Updates and Letters

As a client, you will receive regular updates regarding your design services. These updates, along with any invoices, are generally sent monthly and by email. You may also receive letters documenting major changes and events that affect your project. For events requiring your participation (i. e. design decision meetings), we may also send you a calendar invitation to serve as a reminder.

Communication Methods.

Phone Calls

We would love to be available to personally receive every client call. However, to maintain a functional and efficient practice, most office activities are scheduled ahead of time to insure the tasks have our full attention. This includes phone calls with clients. Our team is equipped to handle most routine matters and inquiries, and your call will always be a priority and held in the strictest confidence. If your issue does require speaking with a principal immediately, then it is usually more efficient to schedule a phone call or video chat or simply send a short email. This avoids the time that is wasted by playing phone tag and means that you will get my undivided attention (and not just a quick second between meetings). Scheduled calls will take precedence over returning messages and voicemails from unscheduled calls. On average all phone calls are returned within no less than 24 hours.

Email

While email is often the most convenient method of communication, it can also be one of the greatest hindrances to productivity. For this reason, emails are generally checked once or twice a day, usually around midday and end of day, except weekends and holidays. Our goal is to respond to most emails within no more than 2 business days, unless your email requires additional research.

We may ask you to schedule a follow-up meeting, whether by phone or in person, if doing so would be more efficient than responding to a complex matter within a long email or series of emails.

Project related communications

Should you have a project related issue, we welcome you to enter it within our project management software which is shared with you at the start of each project. This is the best place to store your question or comment as we are in it every day working on our clients’ projects, including yours.  Plus having your message within our project management software assures us to address each and everyone of your comments.

Urgent Communications.

Emergencies are rare, but they do happen. If the matter is urgent, you should call, rather than email, the office. If it is a true emergency, our teamm will interrupt a principal and ask that they take the call. Otherwise, we will politely insist on scheduling an appointment. Again, our team is well equipped to make such a determination.

Likewise, if we need to get your attention immediately, we will first call you, and then follow up by email.

Prospective Clients.

We do not give architectural advice over the phone or by email. You must schedule an appointment, or click on the button below.