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Trellis
News
The newsletter for Garden Designers
Welcome
to January's edition of Trellis News.
Spread the word! If you like this newsletter, then please share it with your
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Letters Page -
Your opportunity to have your say, to ask questions, look for resources.
Thanks
for the responses to Jane Lambert request for advice. Some replies are listed
below.
Jane
Lambert would appreciate your advice:
I am a relatively new designer, and have just completed my first garden
for a paying client. I have a serious problem - the client said she liked
the design when I showed her the plans, and paid me my fee. However, now that
it has been built and planted by a local landscaping firm, she's saying it's
not what she wanted after all. She is refusing to pay them all of their fees
until I have fully interpreted what she claims she wanted. They are insisting
they have completed their work to the agreed plans, and she says it's definitely
not how she imagined it, so they are all looking to me for a solution. Help
- what should I do?
Hi Annie / Jane Thought I'd drop a line for what it's worth re the problem clients. Starting out in this industry is always full of pitfalls - especially with difficult clients! They are rare, but some peole are simply just awkward despite eveything you try to do. There are some key points that any designer should always do to make sure they are on level terms with the client: 1) Always draw up a design brief before the start of the design work, stating all the clients wishes, together with a few ideas of your own (but not too many otherwise you can end up designing the garden for free!). Get the client to agree the design brief before taking any money or starting drawn up design work. The design brief should also state who will carry out the construction work, timing of the project and where possible potential costs. At this stage the client can discuss the initial ideas without committing their wallet which gives them peace of mind that things are agreed from the start. 2) When completing the graphical plans, make sure you have at least the following: a) The 2D plan, fully scaled and labelled. b) Side elevations for relative heights, levels c) Perspective view (many clients can't visualise a 2D plan and a 'view' of the garden helps them to imagine the garden after it built.) d) Written specification / schedule of works document (vital!). This document should list every critical aspect of the garden from material types, sizes, planting strategy, any constructional concerns and any other info that will inform the contractors exactly how the garden will be built / planted. e) Planting plan with schedule. Copies of all plans should be sent to the client for their approval prior to the start of works. If samples of paving / timber materials are required, these can be presented at the same time as the plans. Before the contractors start work, get agreement from the client that they have understood the plans and are clear about what will happen. Do the same with the contractor! Even if you know the contractor very well, a brief talk with them will usually bring up any parts that they don't understand. If the client has an exact plan with full written speifications, there is very little to go wrong as there is hardly any room for error - short of the contractor not being able to read the plan / specs properly. However, if the project is managed by the designer on a daily / twice weekly basis, even if things aren't understood, they can be sorted out during the construction stage, with the client. One question - was the client around whilst the garden was being constructed? If so, was the designer? If both were present and the above plans / schedule of works have all been submitted, then the client is simply being a pain by not discussing problems with the designer during the construction phase. In summary, it's all about communication, that old cliche, but very important. As long as you have told the contractors exactly what they are required to build and the client has understood the plans / written specifications and has agreed, then the client will find it very difficult to claim ignorance when they've said they are clear about it! To paraphrase a topical quote: "Specification, specification, specification....!" We all get troublesome clients, that's the joy (?!) of working with the public. Problems can be avoided however, by leaving no stone unturned in communicating your ideas to both the client and the contractor in as many ways as possible. hope this helps for the future best regards Adam
Poor Jane Lambert - there is detail missing form this short piece, but if the client has paid her full fee then presumably the client was happy to do so at that stage, and if that was the completion of the contract between her and her client then she has done her work.The contract for making the garden is presumably between the client and the contractor - not involving Jane at all, In this case, the contractor has to deal with the client to recover then their money, not Jane. If this is the case, then what Jane can do is to inform the client that she has completed her contract with him/her - presumably satisfactorily as the client paid the fee. Any further design work she will be glad to do - for another contract and another fee. I know how difficult it is when you are first staring out. you want to please the client so much you are prepared to do anything. You have to harden up - make sure you have a written contract, even if only a letter, and get written agreement on the design. Can I suggest that Jane look fro and joins a professional practice training course - and joins the Society of Garden Designers id she has not already done so to take advantage of their courses. If the state of play is as it seems, tell Jane to sit tight and do nothing = she has done her job.- and get some sleep! Bella D'Arcy Gold Medallist and Winner of Best in Show, London Garden Show 2001
In response to Jane Lamberts problem, as far as I see it the client has accepted and paid for the design so unless there is a mistake in the design that would make it impossible to build as drawn then Jane’s part in it is over. If the client wants changes after the design has been ‘signed off’ then it should be treated as a chargeable alteration. As things stand the client can either pay Jane to alter the plans or stick with them as they are. As far as the landscapers are concerned, and assuming that Jane is not responsible for subcontracting them, then the payment situation is between the client and the landscapers only and there is no need for Jane to get involved. It’s not an ideal situation as we like our customers to be so happy that they will recommend us to others which is clearly not likely to happen here but you can’t win them all. Perhaps she should bring in a mediation service such as the Centre for Dispute Resolution. For future jobs it helps to have a good contract and terms of engagement to safeguard both parties. I wish her luck and a better client next time. Sally Turner
I got it off of the net when I was sorting out my terms of business. I noticed they have now changed their name to Centre for Effective Dispute Resolution and their web address is http://www.cedr.co.uk Sally T
Jane ought to seek Legal advice but I would say that if the client has paid her for the design, then she has legally accepted it. If the contractors have implemented the design correctly according to the specification document and the quality is good, then I dont expect that she has a leg to stand on. Its difficult to comment on this without seeing all Janes drawings and supporting documents or the work that has been done. Perhaps the client just can't envisage what it will look like once the plants have grown and it has weathered a bit? There are a species of client who will never be satisfied and nothing will please them...there are also a few dishonest ones who will complain just to get the cost reduced....Perhaps a mediation meeting with the contractors, the client and Jane would help..to discuss what the problem is before resorting to legal advice. Gill German Gill German Landscape and Garden Design
Annie The best way is to get an independent person to advise. It’s the sort of stuff we do. After that there are well tried and trusted legal avenues though pursuing matters via solicitors is generally not one of them Sam Hassall
This
one for Jane Jane, This is tough when you are starting out and this client
is trying it on, which is just not on. She is playing on your relative inexperience
and is a nasty piece of work. In reality, by paying your fee she was satisfied
with the work you prepared for her. If she was uncertain as to how it would
look she should have asked at the time and if this involved more work she
should have been billed for that also! The contractors should take her to
court, or at the very least tell he they will do so if she does not pay up.
As far as I can see your obligation finished with the payment of your fee
- this is now not your problem. Hang in there! David Stevens, FSGD
Article
Build
Your Image with Press Releases
by Annie Meachem
One of the important actions of the Effortless Success Marketing strategy
is to undertake regular marketing activities that you enjoy, or at least find
less tiresome than others. If you find writing easy, press releases could
form one of the strands of your marketing.
Publicity is a far more effective way of building your image as 'the' designer
to contact than advertising, both from a financial and a reputation viewpoint.
Getting an item published about your company in the sort of newspaper or magazine
that your target market reads will reap benefits for you in terms of increased
work.
It will have more effect on your audience if they see your name regularly,
rather than an occasional announcement. It's been shown that the majority
of people need to see an advert seven times before they respond, so dripfeeding
information about you will build up your audience's awareness, and has the
advantage that, whilst advertising is an expensive format, publicity is free.
So how to go about it? The thought of finding something newsworthy to say
can be daunting, and newspapers will only print news, not blatant adverts,
unless you're paying advertising rates. However, they have got space in their
paper to fill, and will consider press releases that are relevant to their
readership, and are well written. You can study the style of the desired publication
and write your material to suit. It is well worth contacting the Editorial
desk of the publication you wish to target to ask them in what format they
prefer press releases. or look on their websites for press release submission
guides. Even better, gradually establish a relationship with the journalists
so that they think of you to contact when they need a quote on a garden design
matter.
If you send in a press release regularly, say monthly, not all of them will
be published, but it will again build your relationship with the journalist.
Ask what do you need to do to get something published, and ask for feedback
on your submissions regarding your style and content. If you're supplying
them with well written appropriate material, it's making their lives easier.
So, what to write about? Here are some suggestions to spark your creativity:-
An important
point to consider, especially for newspapers, is that they are publishing
news, which means it has to be current. Also, if they can link a photo to
the piece in some way, that's even better.
Developing a strategy of using press releases as one strand of your marketing
can, if you're willing to devote an hour to two every month to it, produce
dividends over the longer term. Seeing your name in print is easier than you
imagine.
End
Piece
My 11 year old daughter has been counting down the days to Christmas, starting when it was 55 to go, and now it's less than a month left! Following on is the New Year, which often gives people the chance to reflect on their progress and to make plans for doing it differently in the future. If you'ld like to make 2004 your most successful year yet, do contact me about the Effortless Success Marketing programme, so you can discover how to attract all the clients you need, leaving you free to get on with doing what I guess you love doing best, namely designing and building beautiful gardens.
Best
Wishes
Annie Meachem, ACC
Trellis
Coaching
0845 456 9382
+44 (0) 1243 545010 (from outside UK)
email
"I
help designers and entrepreneurs grow their success - who do you know who's
serious about being effortlessly successful, and is willing to invest in themselves
to achieve their dreams?"
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