In any architectural practice, client relationships play a crucial role in shaping the success of a project. At DiMase Architects, we take great pride in our work, our collaborations, and the trust our clients place in us. However, every so often, we encounter feedback that surprises us and challenges our understanding of a project’s outcome.

A Commitment to Open Communication
At the outset of any project, we emphasise the importance of open and honest communication. We provide channels for clients to share their concerns, including regular meetings, direct phone contact, and a structured process outlined in the AIA Client Architect Agreement. This agreement includes provisions for mediation with trained professionals, termination if necessary, and the option to report concerns to the Architects Registration Board of Victoria. In this case, rather than engaging in these agreed-upon measures, the client chose not to communicate their dissatisfaction with us directly. Instead, they waited until long after the project’s completion to express their concerns in a public forum. While we respect every client’s right to share their experience, we believe that meaningful dialogue could have provided clarity and resolution much earlier in the process.

The Reality of the Project
From the beginning, this project was undertaken with care and attention. The decision to engage DiMase Architects was made after the client conducted research, spoke to our previous clients, and discussed the scope of work in detail. Throughout the design and construction process, we worked with the client and their contractor, ensuring the project was completed as envisaged. Our role evolved as the client opted to take on more direct involvement with tradespeople on-site. Living next door to the construction site allowed them to engage frequently with builders, at times outside of our oversight. As agreed, we adjusted our involvement accordingly, reducing site visits to minimise costs for the client. These decisions were made collaboratively, and at the time, they were seen as beneficial.

A Successful Outcome, Despite Feedback
While the Google review painted a particular picture, other perspectives on the project tell a different story. Their contractor, spoke positively about the project’s outcome. And from my understanding the house functions well and suits their needs as a family. It is disappointing that such a review now seeks to diminish the collective effort and achievement of all involved.

Moving Forward with Integrity
As architects, we are dedicated to creating meaningful spaces and fostering strong relationships with our clients. We strive to work with individuals who share our values and engage in the design process with trust and respect. While we cannot control every client’s perspective, we can uphold our commitment to professionalism, transparency, and the quality of our work. Negative feedback, whether fair or not, is an inevitable part of any industry. What matters most is how we respond. At DiMase Architects, we remain focused on our principles: listening, collaborating, and delivering projects that enhance people’s lives. If concerns arise, we encourage clients to reach out directly—because real conversations lead to real solutions.