This month, James Hughes joins me as Co-Chair of the Residential Landscape Architecture Professional Practice Network. James and I met, albeit virtually, after a letter I sent to our members about issues the Residential PPN hoped to address in the coming year. As you will soon realize, James has a sophisticated and seasoned approach to managing Trouble Clients. He also brings energy and creativity to the PPN. This November in Denver, James will lead the Annual Residential PPN Meeting and I hope many of our members can attend so we can set the agenda for more topics to investigate. James is the principal of his own firm, James Hughes Landscaping, in Tallahassee, Florida.
–Jennifer Horn, ASLA, Residential Landscape Architecture PPN Co-Chair
If you’ve been in the business for more than 5 minutes, then chances are they’ve already made you question your passion and commitment. We’re talking about Trouble Clients. These are the clients that can never seem to be happy. As soon as you’ve addressed one issue and resolved it, they immediately shift to something else that makes them less than satisfied. Maybe they micromanage you, or perhaps look for technicalities they feel keep them from paying your invoices. Whatever the situation, Trouble Clients are a very real thing, and dealing with them is truly a skill set any professional should possess. While client satisfaction is most definitely a high priority, there is a fine line between pleasing a client and protecting your reputation and sanity. I’ve spoken about Trouble Clients with several professionals, and have come up with a few suggestions on how to navigate these troubled waters.