How to Stay Ahead of Supply Chain Delays and Keep Clients Happy
Discover 4 ways established pros are setting client expectations, planning for setbacks and keeping projects on track
Bryan Anthony
November 29, 2021
When you run an interior design or home remodeling business, you know that keeping your clients satisfied is job No. 1. Unfortunately, this job has been made more difficult with the increase in supply chain delays that have boosted wait times and costs for products and materials.
We reached out to established designers and remodelers to hear the strategies they use to deal with product and material delays and stay ahead of the curve. Read on to learn their tips for keeping projects on track and their clients happy, then share your own thoughts and solutions in the Comments.
We reached out to established designers and remodelers to hear the strategies they use to deal with product and material delays and stay ahead of the curve. Read on to learn their tips for keeping projects on track and their clients happy, then share your own thoughts and solutions in the Comments.
1. Discuss Potential Delays With Clients From the Start
Pros say that setting client expectations at the initial discussion of a project is essential to building trust and understanding of the current situation. While many homeowners have probably heard about supply chain issues in the news, they may not understand how they can affect their project.
“We explain the ins and outs of scheduling around these shortages, which can often delay the start of construction or require different choices to be made about certain products or materials,” says Kate Roos of Kate Roos Design in Minneapolis. “We do not over-promise because we know how often lead times are changing. If anything, I feel like we are the first bearers of bad news the client encounters. But after expectations are set, it’s smooth sailing.”
Kitchen remodeler Louie Katsis of Olympic Kitchens in Toronto agrees that these initial discussions are vital. “We find most clients are aware of the supply chain issues, but they do not fully grasp the extent of these delays,” he says. “We let clients know that their project may take longer to complete and they should be prepared for delays. These delays can come from on-site construction taking longer or luxury appliances being back-ordered, about four to eight months currently.”
A great way to have these initial discussions is with Houzz Pro, which helps track communication with clients and creates a central record of what’s been agreed upon. Houzz Pro also allows pros to share photos and files with clients and send proposals, mood boards, a 3D Floor Planner and more.
Pros say that setting client expectations at the initial discussion of a project is essential to building trust and understanding of the current situation. While many homeowners have probably heard about supply chain issues in the news, they may not understand how they can affect their project.
“We explain the ins and outs of scheduling around these shortages, which can often delay the start of construction or require different choices to be made about certain products or materials,” says Kate Roos of Kate Roos Design in Minneapolis. “We do not over-promise because we know how often lead times are changing. If anything, I feel like we are the first bearers of bad news the client encounters. But after expectations are set, it’s smooth sailing.”
Kitchen remodeler Louie Katsis of Olympic Kitchens in Toronto agrees that these initial discussions are vital. “We find most clients are aware of the supply chain issues, but they do not fully grasp the extent of these delays,” he says. “We let clients know that their project may take longer to complete and they should be prepared for delays. These delays can come from on-site construction taking longer or luxury appliances being back-ordered, about four to eight months currently.”
A great way to have these initial discussions is with Houzz Pro, which helps track communication with clients and creates a central record of what’s been agreed upon. Houzz Pro also allows pros to share photos and files with clients and send proposals, mood boards, a 3D Floor Planner and more.
2. Have All Materials on Site Before Starting a Project
While it might not always be possible, receiving and storing all required products and materials before any demolition begins can save a lot of stress and worry, pros say.
“My new business philosophy is to not start a project until all items are at the homeowners or in stock at the warehouses,” says Stephanie Frees of Plain & Posh in Clarendon Hills, Illinois. “Knowing we have the materials on hand makes the construction phase run as smoothly as possible. No one wants to be without their kitchen or bathrooms any longer than necessary.”
Jenny Sneller of Sneller Custom Homes and Remodeling in Spring, Texas, agrees that having all materials on hand is a great benefit. “This has been a key factor in making jobs go smoothly. If there’s garage space available, we’ll collect all the materials in the homeowners’ garage so they are on site and ready to go,” she says. “If garage space isn’t available, our vendors will usually work with us to hold materials in their warehouse until we need them. The days of ordering things a week or two beforehand and expecting them to show up is not an option.”
Learn about Houzz Pro business software
While it might not always be possible, receiving and storing all required products and materials before any demolition begins can save a lot of stress and worry, pros say.
“My new business philosophy is to not start a project until all items are at the homeowners or in stock at the warehouses,” says Stephanie Frees of Plain & Posh in Clarendon Hills, Illinois. “Knowing we have the materials on hand makes the construction phase run as smoothly as possible. No one wants to be without their kitchen or bathrooms any longer than necessary.”
Jenny Sneller of Sneller Custom Homes and Remodeling in Spring, Texas, agrees that having all materials on hand is a great benefit. “This has been a key factor in making jobs go smoothly. If there’s garage space available, we’ll collect all the materials in the homeowners’ garage so they are on site and ready to go,” she says. “If garage space isn’t available, our vendors will usually work with us to hold materials in their warehouse until we need them. The days of ordering things a week or two beforehand and expecting them to show up is not an option.”
Learn about Houzz Pro business software
3. Select Alternative Options
Even if you’ve already ordered all products and materials for a project and expect them to arrive by a certain date, unexpected delays are cropping up more often these days. Therefore, pros recommend discussing and selecting alternative products and materials with clients to keep a project on track.
“As supply chains have tightened up, it has been fun creating new ideas with new finishes and styles that maybe skew off the popular,” says designer Carl Mattison of Carl Mattison Design in Atlanta. “By doing this, I have been successful with the supply of products for jobs and, oddly enough, it has made the challenge actually rather fun at the same time, as every idea can be new and fresh.”
Machi Medrzycki, general contractor at MLM in New Orleans, believes discussions about alternative materials are a necessity. “Yes, every project has a list of alternative selections in case of back-ordered, out-of-stock or discontinued products and materials,” he says. “This results in many more hours vested on our end, but we don’t pass those costs on to the homeowners.”
How to Manage Critical Conversations With Your Clients
Even if you’ve already ordered all products and materials for a project and expect them to arrive by a certain date, unexpected delays are cropping up more often these days. Therefore, pros recommend discussing and selecting alternative products and materials with clients to keep a project on track.
“As supply chains have tightened up, it has been fun creating new ideas with new finishes and styles that maybe skew off the popular,” says designer Carl Mattison of Carl Mattison Design in Atlanta. “By doing this, I have been successful with the supply of products for jobs and, oddly enough, it has made the challenge actually rather fun at the same time, as every idea can be new and fresh.”
Machi Medrzycki, general contractor at MLM in New Orleans, believes discussions about alternative materials are a necessity. “Yes, every project has a list of alternative selections in case of back-ordered, out-of-stock or discontinued products and materials,” he says. “This results in many more hours vested on our end, but we don’t pass those costs on to the homeowners.”
How to Manage Critical Conversations With Your Clients
4. Keep Track of Orders
Pros tell us that after all the orders for products and materials have been made and the alternative choices selected, their job is still not done. They say it’s vital to keep track of order statuses every step of the way, from placing the order with the vendor or manufacturer to seeing the delivery show up at your client’s front door.
“I have detailed project trackers for all my projects and vendors. I follow up with them a couple of weeks before the estimated time of arrival, so I can keep track of any surprises and manage expectations accordingly,” says Ruchi Agrawal Mohan of DesignbyRuchi in New York. “So much of my time is now going into tracking, but that’s the only way. It’s part of the service.”
“Lately, I’ve placed many orders through Houzz Pro Concierge services and every single email and question is promptly addressed,” Agrawal Mohan says. “The order status is regularly updated on my Houzz account, the prices are the best in the industry, and they work with me to facilitate last leg white glove delivery details when required.”
Austin Ardrey of Christopher’s Kitchen & Bath in Englewood, Colorado, agrees that tracking orders takes up more of his time, but it’s essential. “There’s no eloquent way to do it other than to work with your vendors and manufacturers and depend on their transparency,” he says. “Follow up, follow up, follow up.”
Join the conversation: How has your business handled supply chain delays? Share your thoughts in the Comments.
More for Pros on Houzz
Read more stories for pros
Learn about Houzz Pro software
Talk with your peers in the Pro-to-Pro discussions
Join the Houzz Trade Program
Pros tell us that after all the orders for products and materials have been made and the alternative choices selected, their job is still not done. They say it’s vital to keep track of order statuses every step of the way, from placing the order with the vendor or manufacturer to seeing the delivery show up at your client’s front door.
“I have detailed project trackers for all my projects and vendors. I follow up with them a couple of weeks before the estimated time of arrival, so I can keep track of any surprises and manage expectations accordingly,” says Ruchi Agrawal Mohan of DesignbyRuchi in New York. “So much of my time is now going into tracking, but that’s the only way. It’s part of the service.”
“Lately, I’ve placed many orders through Houzz Pro Concierge services and every single email and question is promptly addressed,” Agrawal Mohan says. “The order status is regularly updated on my Houzz account, the prices are the best in the industry, and they work with me to facilitate last leg white glove delivery details when required.”
Austin Ardrey of Christopher’s Kitchen & Bath in Englewood, Colorado, agrees that tracking orders takes up more of his time, but it’s essential. “There’s no eloquent way to do it other than to work with your vendors and manufacturers and depend on their transparency,” he says. “Follow up, follow up, follow up.”
Join the conversation: How has your business handled supply chain delays? Share your thoughts in the Comments.
More for Pros on Houzz
Read more stories for pros
Learn about Houzz Pro software
Talk with your peers in the Pro-to-Pro discussions
Join the Houzz Trade Program
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Supply and delays for the kitchen and bath industry has hit us all hard. We plan ahead as much as possible but still ordering things 2-3 months before the project starts can still cause delays. It has been a challenge scheduling everything. I have been doing this for 20 years now and have never seen delays like this before.
~Nicole