How to Discuss Accessible Design

In-home accessible design is growing in demand according to results from the American Institute of Architects’ (AIA) First Quarter Design Trends Survey. Seventy percent of architects who responded to the survey said in-home accessibility is a key concern for their clients, up from 65 percent in 2014.

“An increase in home square footage with the rising popularity of accessible design concepts points to a population that is preparing to age-in-place, or, perhaps, is anticipating responsibility for the caretaking of older relatives in the future,” said AIA chief economist Kermit Baker, PhD, Hon. AIA in the design survey results press release.

Though more people are aware of accessible design, it does not mean the conversation will be easy. The idea can trigger thoughts of old age or loss of independence, making it crucial that HME providers know the appropriate ways to address these conversations. Once you have scheduled the first meeting with a client, keep in mind the following tips.

Make small talk. Get to know your client, and allow them to get to know you. Ask questions about their home and family. Share your story in return so they see you as a friendly, relatable individual.

Listen. Do not do all the talking. It should be an 80/20 conversation, with them speaking 80 percent of the time and you the other 20 percent. Understand what their goals are and explain how you can achieve those goals together.

Include everyone. Talk to everyone in the meeting. If the project is to assist with an elderly parent, make sure to include that person in your meetings and talk to them in addition to the other decision makers.

Adequate time. Plan meetings with plenty of time to get to know your client and fully understand the project. A successful appointment cannot be completed in a half hour; one meeting can last for several hours depending on the complexity of the project. Use a questionnaire. Asking prepared questions for each space you are planning to cover is key to making sure you discuss all aspects of the project. Questionnaires allow you to document properly from the beginning of the project.

Sell solutions. Change your thinking from hard selling to solution selling. By understanding your client and their challenges, you can provide custom solutions for each issue.

Be observant. Avoidance and excuses are hints that you are hitting a topic that is making your client uncomfortable. Move the topic away from accessible design to what other attributes they are getting in the remodeled space. Discuss benefits of the changes in reference to style and upgrades.

Discuss aesthetics and style. One of the biggest and best changes in accessible design products during the past few years is the move away from industrial-looking design. Show your client beautiful products that look more residential instead of industrial and cold.

Long-term goals. Each client has different long-term goals. One may be planning for 20 to 30 years and the other for 1 to 5 years. Products such as a shower system with a semipermanent threshold—that can be removed allowing zero clearance into the shower—might be ideal for someone who is planning for the long-term.

Provide different solution levels. Proposals with different price points allow customers to understand they have options. Be prepared to explain what the client gets at each level.

Consider all spaces. When you visit your client’s home, pay attention to all areas—not just the areas you were hired to remodel. By providing suggestions on other rooms or parts of the house (interior or exterior) that will not directly financially benefit you, you are allowing your client to see you as a trusted team member—and not someone who is only there to make a buck.

Translate challenges throughout the house. If clearance into the shower is a problem, that same clearance issue might be a concern as a client walks into the house or from room to room. Evaluate the house as you walk through it, and provide a list of areas that pose risks to your client. Give as much insight as possible regarding solutions, etc.

Involve other professionals. Bring in a member from your local homebuilders’ association and a health care professional to show you can provide collaborative and successful solutions. For clients transitioning from a care facility, a health care professional will need to evaluate the space.

These tips will help to guide an often-difficult discussion and provide a roadmap for discussing all topics under consideration when remodeling for accessible design. Though you will still find some clients who have a difficult time discussing accessible design, these key points will set you up for success.