{"id":660,"date":"2023-09-20T21:17:02","date_gmt":"2023-09-21T01:17:02","guid":{"rendered":"https:\/\/www.oaq.com\/ressources\/publications-de-loaq\/huit-conseils-pour-ameliorer-les-relations-avec-votre-clientele\/"},"modified":"2026-02-27T16:13:44","modified_gmt":"2026-02-27T21:13:44","slug":"huit-conseils-pour-ameliorer-les-relations-avec-votre-clientele","status":"publish","type":"post","link":"https:\/\/www.oaq.com\/ressources\/publications-ordre\/huit-conseils-pour-ameliorer-les-relations-avec-votre-clientele\/","title":{"rendered":"Huit conseils pour am\u00e9liorer les relations avec votre client\u00e8le"},"content":{"rendered":"\n<p><em>Article diffus\u00e9 dans le bulletin \u00c9l\u00e9vation du 4 octobre 2023<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Causes fr\u00e9quentes d\u2019insatisfaction<\/strong><\/h2>\n\n\n\n<p>Diff\u00e9rentes raisons peuvent expliquer le m\u00e9contentement d\u2019un client ou d\u2019une cliente, par exemple&nbsp;:<\/p>\n\n\n\n<ul class=\"wp-block-list is-style-classic\">\n<li>Les honoraires de l\u2019architecte sont plus \u00e9lev\u00e9s qu\u2019anticip\u00e9;<\/li>\n\n\n\n<li>L\u2019\u00e9ch\u00e9ancier a \u00e9t\u00e9 d\u00e9pass\u00e9;<\/li>\n\n\n\n<li>Le projet a d\u00e9but\u00e9, mais il ne pourra \u00eatre r\u00e9alis\u00e9 tel qu\u2019il a \u00e9t\u00e9 initialement demand\u00e9, car il est non conforme \u00e0 la r\u00e9glementation en vigueur; &nbsp;<\/li>\n\n\n\n<li>La qualit\u00e9 des services re\u00e7us est jug\u00e9e insatisfaisante;<\/li>\n\n\n\n<li>L\u2019architecte ne r\u00e9pond pas aux messages.&nbsp;<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Mieux vaut pr\u00e9venir<\/strong><\/h2>\n\n\n\n<p>Les bonnes pratiques suivantes vous aideront \u00e0 garder votre client\u00e8le satisfaite&nbsp;:<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-primary-color has-text-color has-normal-font-size\">1. <strong>V\u00e9rifiez votre capacit\u00e9 \u00e0 livrer<\/strong><\/h3>\n\n\n\n<p>Avant d\u2019accepter un nouveau mandat, tenez compte de votre capacit\u00e9 \u00e0 le r\u00e9aliser en fonction de vos comp\u00e9tences et de vos autres engagements, comme le pr\u00e9voit l\u2019article 9 du <em><a href=\"https:\/\/www.legisquebec.gouv.qc.ca\/fr\/document\/rc\/A-21,%20r.%205.1\" target=\"_blank\" rel=\"noreferrer noopener\">Code de d\u00e9ontologie des architectes<\/a><\/em> (ci-apr\u00e8s \u00ab&nbsp;Code\u00bb). Si vous d\u00e9cidez d\u2019aller de l\u2019avant, fournissez un \u00e9ch\u00e9ancier r\u00e9aliste et d\u00e9taill\u00e9 dans votre entente de services. Par la suite, assurez-vous de le respecter.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-primary-color has-text-color has-normal-font-size\">2. <strong>\u00c9tablissez vos honoraires<\/strong><\/h3>\n\n\n\n<p>Avant de commencer le mandat, fournissez une estimation r\u00e9aliste de vos honoraires en tenant compte d\u2019\u00e9l\u00e9ments tels que le degr\u00e9 de complexit\u00e9 du travail \u00e0 effectuer et le temps requis. Pr\u00e9cisez \u00e9galement les modalit\u00e9s de paiement. Au moment de facturer, d\u00e9taillez les services rendus. Pour plus de d\u00e9tails \u00e0 ce sujet, consultez les articles 12, 54 et 55 du Code.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-primary-color has-text-color has-normal-font-size\">3. <strong>Respectez la r\u00e9glementation<\/strong><\/h3>\n\n\n\n<p>Tout au long du projet, assurez-vous que la commande et vos concepts sont conformes \u00e0 la r\u00e9glementation municipale, au <em>Code de construction<\/em> et \u00e0 toute la r\u00e9glementation applicable.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-primary-color has-text-color has-normal-font-size\">4. <strong>Faites des suivis<\/strong><\/h3>\n\n\n\n<p>Aussi r\u00e9guli\u00e8rement que n\u00e9cessaire, fournissez des comptes rendus de l\u2019\u00e9tat du projet \u00e0 votre client ou cliente, en d\u00e9taillant les \u00e9tapes que vous avez achev\u00e9es et celles qui restent \u00e0 venir.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-primary-color has-text-color has-normal-font-size\">5. <strong>Faites preuve de transparence<\/strong><\/h3>\n\n\n\n<p>Si des impr\u00e9vus surgissent, dites-le sans tarder. L\u2019article 18 du Code est clair \u00e0 ce sujet.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-primary-color has-text-color has-normal-font-size\">6. <strong>R\u00e9pondez aux messages promptement<\/strong> <\/h3>\n\n\n\n<p>C\u2019est une autre de vos obligations, qui figure \u00e0 l\u2019article 22 du Code. Il est vrai que ce n\u2019est pas toujours \u00e9vident, surtout lorsque vous vivez une surcharge de travail. Consultez l\u2019article intitul\u00e9 \u00ab&nbsp;<a href=\"https:\/\/www.oaq.com\/devoirs-de-larchitecte\/formation-continue\/aide-a-la-pratique\/vos-devoirs-de-disponibilite-et-de-diligence\/\">Vos devoirs de disponibilit\u00e9 et de diligence&nbsp;<\/a>\u00bb pour savoir comment y arriver malgr\u00e9 tout.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Si la tension monte&#8230;<\/strong><\/h2>\n\n\n\n<p>Malgr\u00e9 toutes vos pr\u00e9cautions, des erreurs peuvent survenir et vous valoir des reproches. Dans ce cas&nbsp;:<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-primary-color has-text-color has-normal-font-size\">7. <strong>Tenez une rencontre en personne<\/strong> <\/h3>\n\n\n\n<p>Pour d\u00e9nouer des situations complexes et potentiellement \u00e9motives, mieux vaut discuter en personne. Assurez-vous de bien pr\u00e9parer ce genre de rencontre en documentant les enjeux afin d\u2019\u00e9viter les d\u00e9bordements.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-primary-color has-text-color has-normal-font-size\">8. <strong>\u00c9coutez\u2026 et expliquez<\/strong><\/h3>\n\n\n\n<p>Prenez le temps d\u2019\u00e9couter les inqui\u00e9tudes qu\u2019on vous exprime et d\u2019y r\u00e9pondre de mani\u00e8re satisfaisante. Selon l\u2019article 23 du Code, vous avez l\u2019obligation de fournir les explications n\u00e9cessaires \u00e0 la compr\u00e9hension de vos services. Si les \u00e9changes se font de vive voix, il est recommand\u00e9 d\u2019en r\u00e9sumer la teneur par courriel, question d\u2019\u00e9viter les maltentendus et de documenter votre dossier.<\/p>\n\n\n\n<p>Une saine relation avec votre client\u00e8le passe beaucoup par la gestion des attentes. En somme, assurez-vous de communiquer clairement et assid\u00fbment avec votre client\u00e8le, \u00e9vitez de faire des promesses que vous ne pouvez tenir et faites preuve d\u2019\u00e9coute.<\/p>\n\n\n\n<div class=\"wp-block-group has-lime-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><em>Ce texte a \u00e9t\u00e9 librement inspir\u00e9 de l\u2019article intitul\u00e9 <\/em><a href=\"https:\/\/cpaquebec.ca\/fr\/membres-cpa\/encadrement-de-la-profession\/conseils-deontologiques-et-outils-pratiques\/six-conseils-pour-sauver-une-relation-client\/\"><em>\u00ab&nbsp;6 conseils pour sauver une relation client&nbsp;<\/em><\/a><em>\u00bb <\/em><em>et est publi\u00e9 avec l\u2019aimable autorisation de l\u2019Ordre des comptables professionnels agr\u00e9\u00e9s du Qu\u00e9bec.<\/em><\/p>\n<\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>G\u00e9rer une relation difficile avec un client ou une cliente fait partie de la vie professionnelle des architectes. Or, quelques bonnes pratiques aident \u00e0 pr\u00e9venir ce genre de situation. De plus, en cas de m\u00e9sentente, certaines mesures peuvent contribuer \u00e0 r\u00e9duire la tension et \u00e0 pr\u00e9server la relation de confiance.<\/p>\n","protected":false},"author":1,"featured_media":661,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"671,692,690,580,569,588","_relevanssi_noindex_reason":"","footnotes":""},"tags":[],"publication-type":[86],"subject":[70],"class_list":["post-660","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","publication-type-article","subject-relation-client"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Huit conseils pour am\u00e9liorer les relations avec votre client\u00e8le - Espace Ressources<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.oaq.com\/ressources\/publications-ordre\/huit-conseils-pour-ameliorer-les-relations-avec-votre-clientele\/\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Huit conseils pour am\u00e9liorer les relations avec votre client\u00e8le - Espace Ressources\" \/>\n<meta property=\"og:description\" content=\"G\u00e9rer une relation difficile avec un client ou une cliente fait partie de la vie professionnelle des architectes. 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