Libby Hankal, Chief Operating Officer of SketchHaus, you have handled nearly a thousand projects in your carreer at this point. It is a pleasure to get to interview you. Lets get started!
1. For homeowners who've never worked with an architect, what is a programming call? Walk us through what happens from the moment you get on with a new client.
The programming call is where the project begins. Once our field measurements are done, we sit down with the client and capture everything they want and need from their home.
By textbook definition, programming is the research and decision-making phase that comes before design. It defines what a building needs to accomplish before an architect gives it a physical form. In plain terms, it's where we figure out the what and the why before anyone starts drawing the how.
On the call, we hash out every idea on the table and build a game plan for what the proposed plans will show. I always encourage clients to put everything out there, even the ideas they think are a long shot, because it's much easier to rein ideas in once we know the budget than to add them later. It's also an open floor for questions. A lot of homeowners have never been through the architectural process, so this is their chance to ask anything and feel confident about what comes next.
2. SketchHaus is known for being fast and affordable. How does the programming call make that possible? What gets settled on that call that saves time and money later?
Speed starts with convenience. We hold our programming calls over Zoom, so there's no scheduling around an in-person meeting or a drive across town. Clients can connect from home, at lunch, or wherever works for them, and we can get the project started quickly.
The real time savings, though, come after the call. Our team's turnaround time and the way we've structured our project queue are built for momentum. Because the programming call gives us a clear, complete picture up front, the project moves straight into design with a solid foundation and less back-and-forth along the way.
3. What's the question you ask on almost every programming call that clients don't expect, and what does it usually reveal?
Almost every call ends up digging into the site, especially setbacks. Many homeowners don't realize their lot has them, and it's often the biggest surprise of the conversation.
Setbacks are the required distances between a structure and the property lines, and they determine your buildable area. So it's not the size of the lot that tells you how much room you have, it's the space left inside those lines. Many clients assume they have more room to work with than they actually do.
There's another twist: many older homes were built before today's setback rules and already sit partly over those lines. Most clients assume their existing home is fully within bounds, so it can be eye-opening. Getting that understanding early means we design around the site's real limits from day one instead of discovering them halfway through.
4. Clients often come in with a Pinterest board and a budget that don't quite match. How do you handle that conversation honestly without killing their excitement?
I never want a client to hold back. I tell them to bring every idea, every saved photo, every "wouldn't it be amazing if…" Their excitement is what drives a great project, and I want to hear all of it.
From there, it's our job to bring the vision and the budget together. It's always easier to rein ideas in than to add them after the fact, so starting with the full wish list gives our team the clearest picture of what matters most. We then look at the project as a whole and propose a design that captures the heart of what they want while fitting their budget.
5. Your pricing is transparent and bundled. How does that change the tone of a first conversation compared to a typical architecture firm, where cost can be vague?
It takes a lot of the uncertainty off the table. With our bundled pricing, clients know exactly what they're getting before we even begin, so there's no guessing and no wondering.
That clarity changes the whole tone of the first conversation. Instead of worrying about cost, clients can focus on their home and their ideas. Simplifying the architectural process is a big part of who we are at SketchHaus, especially in the early schematic phase, when clients are taking their first steps and deciding whether to move forward.
6. Tell us about a programming call that changed the direction of a project, where what the client needed turned out different from what they first asked for.
We had a client who wanted to add bedrooms to their home. Their plan was to expand off the back of the house, which made sense on paper. Once we dug into the site, though, the setbacks were more restrictive than anyone expected, and there simply wasn't enough buildable area to grow outward.
Instead of letting that be a dead end, our team proposed building up and adding a second level. The client got the extra space they needed without fighting the limits of the lot. It's a good example of why programming matters: the goal stayed the same, but the path changed once we understood the full picture.
7. If someone's getting ready for their first programming call with SketchHaus, what's the one thing you'd tell them to think about or bring beforehand?
Honestly? Bring your hopes and dreams. That's really all you need.
Some clients show up with a few loose ideas and a feeling about how they want their home to work. Others come with a detailed sketch of exactly what they're picturing. Both are perfect starting points. Wherever you are, our team will meet you there, guide you through the process, and help turn your vision into a reality, all the way to the finish line.
FAQ's:
- 1) What is a programming call, and what happens during it?
A programming call is the collaborative research and decision-making phase that takes place before any formal design begins. After field measurements are completed, the architect sits down with the client to capture their goals, requirements, and wish lists, figuring out the what and why before drawing the how.
2) How does holding programming calls over Zoom save time and money? Conducting calls virtually removes the friction of scheduling in-person meetings or driving across town. Because the call yields a clear, comprehensive project scope right upfront, the team can transition straight into design with a solid foundation and minimal back-and-forth.
3) What is the most common surprise homeowners encounter regarding their lot? Property setbacks, the required distances between structures and property lines, frequently catch clients off guard. Many homeowners assume they have more buildable area than they actually do, and older homes sometimes sit partly over modern setback lines, requiring careful design strategies from day one.
4) How do you handle a client's Pinterest board when it exceeds their budget? Clients are encouraged to bring every idea and inspirational photo to the table because enthusiasm drives great design. Starting with a complete wish list allows the team to understand what matters most, making it straightforward to propose a design that captures the heart of the vision while respecting budget constraints.