ANTOINETTE:
Hi, and welcome. I'm Antoinette Trimble, a registered architect. My work focuses on co-creating concepts and briefs for projects with my clients and helping them navigate the complexity of a built project. Today I'm joined by Allison Tsao.
ALLISON:
Hi — I'm an organisation development practitioner. I bring a people and communication lens to the way professionals engage with their clients. This video is part of a series developed with the Architects Registration Board of Victoria.
ANTOINETTE:
Today's topic is educating the client — and we'll cover four key areas.
Getting clear on the process, the client-architect agreement, defining your role versus the client's, and deliverables and communication. Let's get into it.
ANTOINETTE:
Most clients — residential and commercial — begin with very little understanding of what the architectural process actually involves. As the registered architect, it's your responsibility to walk them through it.
ALLISON:
And that's not a criticism of clients. Some people engage an architect once in their life. Others have worked with builders but never a registered architect. The gap is real either way.
ANTOINETTE:
A simple visual timeline in that first meeting goes a long way — a little bit like this.
It could show each phase, how long it takes, what decisions the client needs to make, and what gets produced. For a residential client, you could highlight that planning approval alone can take several months. For a commercial client, the conversation around the timeline might uncover that a lease date is driving everything, so establishing a shared understanding of the critical path early matters for both of you.
ALLISON:
It also sets the tone — this is a collaborative journey, not a transaction where the client hands over a brief and waits for drawings to appear.
ALLISON:
In Victoria, a written client architect agreement is a professional requirement under the code — not just a formality. But beyond compliance, it's one of the most powerful communication tools you have.
ANTOINETTE:
The agreement covers scope, fees, copyright, obligations, and how disputes are resolved. Rather than emailing it and asking for a signature, sit down and walk through it together.
Also, under the new code an architect must provide a proposed client architect agreement to the client at least 7 business days before requesting the client's signature. We suggest you sit down and explain each section in plain language — what's included, what's not, and what happens if the scope changes. For commercial clients, consider presenting to the whole project team, not just your primary contact.
ALLISON:
When clients actually understand what they've agreed to, they're far less likely to feel blindsided later. And it's a great moment to invite questions — it signals that this is a two-way relationship.
ALLISON:
This is where I see the most friction. When roles aren't clearly defined, people make assumptions — and assumptions lead to misunderstandings.
ANTOINETTE:
Instead, you can frame the conversation as a partnership. Maybe say "My job is to listen to what you want, translate that into a design that works technically and legally for your interests. And your job is to make key decisions — budget, priorities, what matters most to you. Neither of us can do the other's job." Now, for commercial clients, you might highlight that their role is to make internal approvals happen in a timely manner — and that delays have flow on effects.
ALLISON:
And document it. Spell out in the agreement what the architect delivers, what the client is responsible for, and what falls outside of scope entirely.
ANTOINETTE:
Because if it's not written down, it didn't happen — and every architect learns that, usually the hard way.
ANTOINETTE:
To some clients, a drawing is a drawing. They may not distinguish between a concept sketch, design development, DA documents, schedules or full construction sets. So, early on, show the client examples from previous projects — so they can see each deliverable and understand each stage and why they are needed.
ALLISON:
And ask early: "How comfortable are you reading a floor plan?" Don't assume. A first-time homeowner and a commercial developer can be very different audiences — and some developers have less hands-on experience than you'd actually expect.
ANTOINETTE:
If a client can't picture the space from a plan, they can't really give you meaningful feedback. So some clients need 3D renders and walkthroughs. If that's likely, price it in your proposal from the start — attaching a deliverables schedule to each stage of the agreement eliminates a lot of confusion down the line.
ANTOINETTE:
To recap: walk clients through the full process, sit them down, go through the agreement properly, be explicit about roles on both sides, and understand how best they receive design information.
ALLISON:
Whether you're working with a first-time homeowner or a seasoned developer, the principle is the same — an informed client is a better client. Thanks for watching. This is part of the Architects Registration Board of Victoria education series.
ANTOINETTE:
See you in the next one.
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