client relationships
Water is one of the few artistic media that has the ability to define the architecture of human emotion. In all its various forms, it has affected us in profound ways since the dawn of our species, generating powerful feelings and the sense that we are somehow transformed when we're in its presence. As watershapers, we have an ability to use that long anthropological and cultural heritage to our advantage and can actually change the world: The spaces we create will, if done well, generate experiences so powerful that all who enter these environments will forever be changed by the encounter. I see this as both a wonderful opportunity and a solemn obligation. We can take the rich history of water and all its cultural reverberations and essentially use this symphony of tradition and creative impetuosity to compose new experiences for everyone who sees our work. If it's our intention to change the world for the better - something I personally have always held in mind - we do our best when we base our work on traditions assembled throughout human history. Working in that context, we not only gain access to the insights of the geniuses who have gone before us but also
Although my practice primarily encompasses residential landscapes, I occasionally tackle a commercial project. In one such case, I was recently asked to design the entry planting and make recommendations for the hardscape at the Riviera Country Club in Pacific Palisades, Calif. One of the most prestigious golf courses in the world, Riviera is the regular host to the Nissan Open, one of the sport's premier tournaments. It's a high-profile site in every conceivable way, so image is everything to the facility's owner and managers. After many years of placing what were essentially band-aids on the entry's landscape, they decided it was time for a complete overhaul and a
In all of the discussions in print and in seminar rooms about advancing the watershaping trades, it seems to me there's been a missing voice - that of the client. We spend lots of time dissecting, praising, disputing, criticizing and encouraging one another, but somehow we seem to have bypassed the thought that we should pay much closer attention to the people who pay us. To my mind, this is something that should change. As individuals, we really should know what it takes to improve and produce a better buying experience related to watershapes of all types and sizes, commercial and residential. Without this direct feedback from our clients, how on earth can we possibly know whether or not we're truly giving people what they really want? As an industry, unless we figure out some way to pool this feedback and codify it in some meaningful way, we will be
Despite the axiom that "every client is a good client," we all know that some of them are wonderful to work with - and that dealing with others is a form of slow torture. I've always loved hearing the horror stories about bad customers that float around the watershaping trades: The telling and retelling of these nightmares (often with exaggerations as the stories travel from ear to ear) is often a treat, and I know I've had my share of therapeutic fun at the expense of a knucklehead or two. We don't generally hear quite so much about the good ones, but it's fair to say that most of us have lists of satisfied clients and that our experiences with them give us much of the motivation we have to stay in the business. What it boils down to is this: Each and every client is
One of the most fascinating aspects of watershaping is the broad array of personalities that define the industry. From my perspective, getting to know those who contribute to these pages is a process of discovery that makes preparing every issue a
For many clients, the decision to purchase a watershape represents the second or third largest expenditure they'll ever make. As a result, understanding the psychology that drives client decision-making is an issue that cuts very close to the heart of what we all do for a living. To gain a firmer grasp on what makes clients tick, I recently turned to Trading Up, an insightful book by Michael Silverstein and Neil Fiske (Penguin Group, 2005). The 300-page text explores the issue of why people choose to spend more money in some areas of their lives while allocating less to others - a fascinating approach that sheds a great deal of light on the dynamics of making large financial decisions. The premise of Silverstein's and Fiske's discussion is that most people have an idiosyncratic curve of preferences when it comes to making significant purchasing decisions. Why, for example, will some people will set aside substantial resources to buy a Mercedes or Jaguar while spending (relatively) much less on
Robert Frost once wrote, "I took the road less traveled and that has made all the difference." As we approach the New Year, I can't think of a more fitting theme for the watershaping industry. If we consider where we were just ten years ago and compare that situation to the world in which we live and work today, it's clear that the industry as a whole has changed immeasurably - and, I think, for the good. I can say further and without fear of contradiction that those who have embraced the "road less traveled" and faced the future with creativity, hope and optimism have flourished, while those who have clung to the paradigms of the past are not so well positioned to
If there's one thought that permeates every page, every word and every photograph in this publication, it is this: The creation of something outstanding, something that stirs an emotional response, something that establishes an ongoing, extraordinary experience for clients and anyone else who sees our work all starts with the passion we have in our hearts for art and its intimate relationship to what we do as watershapers. That's a big concept. Really big. And I believe that unless you appreciate and (on some level) understand the raw power of artistic creation, then what you generate will seldom be
Value is measured and determined in a variety of ways. When it comes to pools and spas, for example, I'd say that the straight-dollar value is only one of several yardsticks and that, for many clients, it's no longer the one that tops their lists. Instead, beauty, health benefits, artistic merit, pride of ownership and emotional appeal are more important than price tag for many of them - a wonderful trend, to my way of thinking. These measures of value, of course, are highly subjective. Every client is a little bit different, and the relative value of non-monetary factors can be
Most people I know enjoy being recognized for a job well done. From a simple pat on the back to the Nobel Prize, we get a sense of affirmation when our best efforts are seen and appreciated. Yes, there are those who see the work as its own reward. For most of us, however, recognition is a good thing, whether you prefer the warm-and-fuzzy side of being singled out for public praise or see the business advantage that comes along with recognition. Whether you're a film star brandishing an Oscar or a swimming pool contractor with an armload of design awards, there's an enhanced marketability that accrues to those with trophies on shelves and plaques on walls. For years, the pool/spa industry has
