A million versions of experience exist in our world, including different definitions of what makes a good one. That's why it is such a challenge for service providers to craft one that makes clients come back for more.
How do you build a program that creates alignment, audits current investments, and measurably transforms operations? Despite all the possible variations and opinions – these are ultimately all human experiences (“HX”) and can be designed with intentionality. In business, it is individual people making decisions about where they work, what they purchase, and who they partner with; therefore, there are evident and common components to building synchronous programs across your organization.
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upcoming unit
A quick, written synopsis on a topic, no more than 1200 words.
An informative video on a subject, no more than 20 minutes long; most are under 10 minutes.
A filmed or audio interview with a professional in the AEC industry.
20 brief activities completed daily, weekly, or monthly to build habits around a topic.
A group activity designed to plan, strategize, explore, or develop procedures.
A document, spreadsheet, or drawing that supports a task or exercise.
my library units
If you'd like to contribute new units to the library, go to your dashboard under the "contribute to the library" tab. Complete the form for your unit, which could be an article, video, interview, prompt set, template or exercise. Choose up to two topics for each unit. Your contributions will show here under "my library units".
Twennie's library units
VIDEO: Client Interactions 1; How to Stop Selling and Start Connecting
AUTHOR
Twennie Founders
This first video in the Client Interactions series shows consultants how to replace selling with meaningful connection. You’ll learn why the instinct to impress clients with binders, slides, and credentials backfires — and why clients tune out the moment they feel “sold to.” Instead, you’ll follow a structured, no-sell meeting plan based on asking better questions, listening for real problems, reflecting clearly, and helping clients articulate what they value. These skills build trust faster than any resume ever could.
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VIDEO: Client Interactions 3; Repairing an Ailing Relationship
AUTHOR
Twennie Founders
When projects go sideways, relationships fail not because of the problem—but because of how consultants respond to it. Using a real bridge project scenario, this video contrasts contract-defensive behavior with professional relationship leadership. You’ll learn how defensiveness, silence, and scope-shielding quietly erode trust, and how experienced consultants prevent or repair damage by acknowledging client experience, owning their part, making visible internal adjustments, and taking small, decisive actions that restore confidence. Handle the moment after the problem well, and clients stay.
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VIDEO: The 10 Laws of Client Feedback and Experience
AUTHOR
Twennie Founders
This video explains how client experience is shaped by everyday interactions and why feedback is essential to improving it. It shows how to gather meaningful feedback through real conversations, not surface-level surveys, and how to interpret subtle signals about trust, effort, and confidence. The video emphasizes creating a safe environment for honest input, listening without defensiveness, and translating feedback into small, intentional changes clients can feel.
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