How Do You Manage Client Anxiety?
Building or remodeling can be an emotional roller coaster. We want to hear your ideas for easing homeowner stress
Designing, decorating or building a home is a stressful time for clients. They see their kitchen completely gutted, or realize they’re going over budget and behind schedule, or are overwhelmed with choosing colors and materials — there’s bound to be a point when mild to severe panic sets in.
Having an honest, transparent discussion early on about your fees, their budget and the scope of the work — and then having it in writing — is a key way to prevent major surprises during a project. Manage expectations from the start and you’re likely to prevent many anxious moments. But that’s just one of many ways to get things back on track, and we’d love to hear more.
Tell us: How have you managed client anxiety during a renovation project? Share your tips in the Comments.
Having an honest, transparent discussion early on about your fees, their budget and the scope of the work — and then having it in writing — is a key way to prevent major surprises during a project. Manage expectations from the start and you’re likely to prevent many anxious moments. But that’s just one of many ways to get things back on track, and we’d love to hear more.
Tell us: How have you managed client anxiety during a renovation project? Share your tips in the Comments.
Do You Highlight Your Experience?
Gaining and maintaining the trust of your clients also goes a long way. Remind them of your experience and expertise to instill confidence in your ability to manage and see the project through. Project management software can help keep clients in the loop, allowing them to check schedules, ask questions and view photos or videos related to their project. Platforms such as Houzz ideabooks or product libraries on Ivy let pros and their clients communicate and collaborate in a similar way.
Ask direct questions about what’s causing the anxiety, how you can help and what exactly the client is asking for. Sometimes taking a step back and letting the client have their moment is best.
Gaining and maintaining the trust of your clients also goes a long way. Remind them of your experience and expertise to instill confidence in your ability to manage and see the project through. Project management software can help keep clients in the loop, allowing them to check schedules, ask questions and view photos or videos related to their project. Platforms such as Houzz ideabooks or product libraries on Ivy let pros and their clients communicate and collaborate in a similar way.
Ask direct questions about what’s causing the anxiety, how you can help and what exactly the client is asking for. Sometimes taking a step back and letting the client have their moment is best.
Do You Send Updates About the Project’s Progress?
Some designers send weekly email recaps that help ease uncertainty. Others assign small tasks to clients to keep them proactive and feeling involved.
And remember, a friendly phone call or face-to-face meeting is often better at conveying and reading emotion than emails and texts. So pick up the phone or schedule an in-person meeting.
Your turn: How do you manage client anxiety? Share your ideas and examples in the Comments.
More for Pros on Houzz
How to Set Better Boundaries With Clients
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Learn about the Houzz Trade Program
Some designers send weekly email recaps that help ease uncertainty. Others assign small tasks to clients to keep them proactive and feeling involved.
And remember, a friendly phone call or face-to-face meeting is often better at conveying and reading emotion than emails and texts. So pick up the phone or schedule an in-person meeting.
Your turn: How do you manage client anxiety? Share your ideas and examples in the Comments.
More for Pros on Houzz
How to Set Better Boundaries With Clients
See more articles for professionals
Learn about the Houzz Trade Program
When anxious moments arise, screen shots of up-to-date costs and schedules can help, as can resharing photos, layouts and renderings of the planned results to remind clients why they took on the project to begin with.
Share: Tell us what tools and reminders have helped you ease client anxiety.