Designing a Business: How to Work With an Overeager Client
Design business coach Chelsea Coryell shares tips for handling the do-it-yourself design client
Interior designer and design business coach Chelsea Coryell of Washington state-based consulting and training firm Design for a Living has been helping fellow designers grow their businesses for more than a decade.
Q. How do you deal with a design client who wants to be the designer?
Q. How do you deal with a design client who wants to be the designer?
Understand Where They’re Coming From
First off, not every client will cause you these headaches, and it’s important that you identify this client type ASAP. It’s been my observation that these clients tend to be design lovers who weren’t confident enough to go it alone, so they reached out for help. They’re computer-savvy, used to shopping online and are probably on every home decor mailing list, bombarded by ads and newsletters daily.
This scenario doesn’t mean your client is trying to take over and cut you out of the loop, and it’s not a sign of distrust in your design talent. They’ve gotten caught up in the excitement of the project and don’t want that creative energy to end, so they try to help.
By understanding this motivation, you can add steps into your commitment chat and tighten up your design schedule in order to head off the problem before it becomes a problem at all.
Remember, your commitment chat is something you have during your first house call, right before you have the client sign the contract and pay you a deposit. It should simply lay out the expectations of both parties during your design process, which will then set the tone for the entire project.
First off, not every client will cause you these headaches, and it’s important that you identify this client type ASAP. It’s been my observation that these clients tend to be design lovers who weren’t confident enough to go it alone, so they reached out for help. They’re computer-savvy, used to shopping online and are probably on every home decor mailing list, bombarded by ads and newsletters daily.
This scenario doesn’t mean your client is trying to take over and cut you out of the loop, and it’s not a sign of distrust in your design talent. They’ve gotten caught up in the excitement of the project and don’t want that creative energy to end, so they try to help.
By understanding this motivation, you can add steps into your commitment chat and tighten up your design schedule in order to head off the problem before it becomes a problem at all.
Remember, your commitment chat is something you have during your first house call, right before you have the client sign the contract and pay you a deposit. It should simply lay out the expectations of both parties during your design process, which will then set the tone for the entire project.
Keep Them Busy and Involved in the Design Process
Make sure to emphasize that your clients are happiest when you follow a proven system and time line. Let them know that you’ll need to have them at the ready if you encounter questions this week. Tell them how hard you’re going to be working on their project and that every detail will be taken into consideration while you’re creating the perfect design for their space.
In the past I’ve taught designers to schedule their second “touch-base” meeting one week after the initial house call, and the final design presentation one week after that.
Well, that strategy has changed. If you’ve identified the red flags of a do-it-yourself serial shopper, you’ll need to cut that time in half. Don’t give them time to shop on their own — then keep them so busy working on what you need that they wouldn’t even consider shopping themselves.
Make sure to emphasize that your clients are happiest when you follow a proven system and time line. Let them know that you’ll need to have them at the ready if you encounter questions this week. Tell them how hard you’re going to be working on their project and that every detail will be taken into consideration while you’re creating the perfect design for their space.
In the past I’ve taught designers to schedule their second “touch-base” meeting one week after the initial house call, and the final design presentation one week after that.
Well, that strategy has changed. If you’ve identified the red flags of a do-it-yourself serial shopper, you’ll need to cut that time in half. Don’t give them time to shop on their own — then keep them so busy working on what you need that they wouldn’t even consider shopping themselves.
Contact Them With Questions Like:
“I just wanted to confirm that your husband likes leather for the sofa and that he wants it deep enough to take the occasional catnap. I’ve found some amazing deals on a beautiful leather sofa, but I wanted to double check with you before I call them to reserve one for our presentation on Friday.”
“Can I run by your house after you get home from work tonight? I need to remeasure that back wall before I finalize your floor plan, to make sure that the entertainment piece I’ve found won’t be too tall with your TV mounted above it.”
Do you see how by keeping them involved and informed of your progress each step of the way you’ll help discourage them from shopping on their own? While this strategy could come off as annoying with a typical and possibly experienced design client, this new “I want everything now” tech-savvy shopper will value your constant care and consideration of their involvement.
Yes, that means you’ll have to work a little harder and faster to complete your design and give your presentation in under a week, but I promise you it will be worth it. And let’s face it, it will mean that you can help a greater number of clients, which will only lead to more income.
Have a question for Chelsea? Email it to editor@houzz.com, Attention: Chelsea Coryell, or post your question in the Comments. It could be featured in a future column.
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“I just wanted to confirm that your husband likes leather for the sofa and that he wants it deep enough to take the occasional catnap. I’ve found some amazing deals on a beautiful leather sofa, but I wanted to double check with you before I call them to reserve one for our presentation on Friday.”
“Can I run by your house after you get home from work tonight? I need to remeasure that back wall before I finalize your floor plan, to make sure that the entertainment piece I’ve found won’t be too tall with your TV mounted above it.”
Do you see how by keeping them involved and informed of your progress each step of the way you’ll help discourage them from shopping on their own? While this strategy could come off as annoying with a typical and possibly experienced design client, this new “I want everything now” tech-savvy shopper will value your constant care and consideration of their involvement.
Yes, that means you’ll have to work a little harder and faster to complete your design and give your presentation in under a week, but I promise you it will be worth it. And let’s face it, it will mean that you can help a greater number of clients, which will only lead to more income.
Have a question for Chelsea? Email it to editor@houzz.com, Attention: Chelsea Coryell, or post your question in the Comments. It could be featured in a future column.
More on Houzz
Designing a Business: How Do I Deal With Client Sticker Shock?
Designing a Business: How Can I Add Income Streams?
8 Things Successful Architects and Designers Do
This was from a client who claimed only two days earlier that they absolutely loved their design presentation and everything in it.
What they don’t seem to grasp is that you’ve worked hard to select each piece so that it not only comfortably fits within their floor plan and your design, but also works within their budget, time frame and style.
So why would they keep shopping (and why in the world would they ask you)? They hired an interior designer for a reason, right?
I was encountering this problem more often and hearing similar stories from the designers I coach, which caused me to change my project system a bit.