And I have an excellent architect. Registered, tame, polite, gifted, sensibly priced.
Can I suggest you 'waste' time on BH? Ignore the brickbats about your discipline. They are slightly relevant - but no customer is going fully to report their own shortcomings are they? So tales of difficulties with architects are unlikely to be objectively reported.
The board contains ample primary evidence for your research. Few come here and tell us what they got right; most are asking for help. Very few posts go unanswered.
So how can you tailor your service to people like us?
Listen. Read your customer. Connect. Build trust. Explain simply. Signpost self-support. Offer further engagement as required.
Principally, connect.