How to Say ‘No’ to a Client’s Request
Home professionals share how they redirect homeowners from bad project decisions while maintaining a good relationship
Saying “no” to clients can be difficult, but sometimes it’s the only way to save them from a design or project decision they will later regret. Seven home design and remodeling professionals on Houzz reveal how they maneuver around homeowner requests that aren’t the best fit for a project. Take a look at their tips, then in the Comments tell us about a time you’ve had to say no to a client.
Master the Art of Negotiation
Instead of giving a flat-out “no” to a request you think is a mistake, you can find a middle ground that makes everyone happy and keeps the project on track. Educating them on their options and what’s at stake will help them make the best decisions for their home.
“If I believe they are going down a wrong path, I’ll be candid about it and tell them why I believe that,” interior designer Amanda George says. “Intervention is a strong word, so I’d say if I think a bad choice is being made, I’ll communicate right away the reasons and just talk through it until we are comfortable with the decision made.”
Instead of giving a flat-out “no” to a request you think is a mistake, you can find a middle ground that makes everyone happy and keeps the project on track. Educating them on their options and what’s at stake will help them make the best decisions for their home.
“If I believe they are going down a wrong path, I’ll be candid about it and tell them why I believe that,” interior designer Amanda George says. “Intervention is a strong word, so I’d say if I think a bad choice is being made, I’ll communicate right away the reasons and just talk through it until we are comfortable with the decision made.”
If you can’t bring yourself to say the word “no,” try turning the conversation into a negotiation.
Interior designer Tamara Marie recently did this with a client who was adamant about using a specific paint color in their remodel. She listened carefully, chose her words wisely and bargained with the homeowner for a better solution.
“My response [was], ‘It seems like that paint color is really important for you to have in the design scope. Let’s see how we may be able to incorporate it as an accent color once we agree to your furniture and window treatments. We could also use that color in accessories like pillows or in a rug. How does that sound’?”
Interior designer Tamara Marie recently did this with a client who was adamant about using a specific paint color in their remodel. She listened carefully, chose her words wisely and bargained with the homeowner for a better solution.
“My response [was], ‘It seems like that paint color is really important for you to have in the design scope. Let’s see how we may be able to incorporate it as an accent color once we agree to your furniture and window treatments. We could also use that color in accessories like pillows or in a rug. How does that sound’?”
Sometimes it can be best to talk things out with homeowners when they give you a firm request that doesn’t sit well.
“It’s their home and they will be the ones using what we have designed and built for them. With that said, it’s important to let them know if they’re making a mistake,” says Bryce White, landscape designer and project manager at Seoane Landscape Design. “It’s equally important to hear them out to see if there might be a way to blend their idea into something that would function within the design.”
Houzz Pro software offers tools such as email, Mood Boards, 3D Floor Plans and client dashboards that make it easy to communicate with homeowners.
“It’s their home and they will be the ones using what we have designed and built for them. With that said, it’s important to let them know if they’re making a mistake,” says Bryce White, landscape designer and project manager at Seoane Landscape Design. “It’s equally important to hear them out to see if there might be a way to blend their idea into something that would function within the design.”
Houzz Pro software offers tools such as email, Mood Boards, 3D Floor Plans and client dashboards that make it easy to communicate with homeowners.
Don’t Sacrifice Your Professional Standards
“Saying ‘no’ to a client can be very difficult, but we hold ourselves to a high standard and want to make sure every project comes out right,” White says. “We don’t advertise, so we use our projects as our advertisement. We let clients know if something will work or not, and if it doesn’t, we won’t install it.”
When courting new clients, interior designer Melissa Pollack of Bespoke Decor holds firm on her professional opinions and standards. “If my initial proposal doesn’t excite a client, I listen to their feedback and tweak it for a second try,” she says. “If I were to strike out after that — which hasn’t happened — I’d suggest our pairing isn’t a good fit and encourage them to find a designer with a different point of view.”
“Saying ‘no’ to a client can be very difficult, but we hold ourselves to a high standard and want to make sure every project comes out right,” White says. “We don’t advertise, so we use our projects as our advertisement. We let clients know if something will work or not, and if it doesn’t, we won’t install it.”
When courting new clients, interior designer Melissa Pollack of Bespoke Decor holds firm on her professional opinions and standards. “If my initial proposal doesn’t excite a client, I listen to their feedback and tweak it for a second try,” she says. “If I were to strike out after that — which hasn’t happened — I’d suggest our pairing isn’t a good fit and encourage them to find a designer with a different point of view.”
Lowering your standards to give in to a client’s request can have negative repercussions.
“I think it’s unwise to move forward with a client that is making bad choices and not listening to your professional advice,” interior designer Thomas Burger says. “It lowers both your self-image and the standards in our industry to say yes to anything just to make a buck.”
“I think it’s unwise to move forward with a client that is making bad choices and not listening to your professional advice,” interior designer Thomas Burger says. “It lowers both your self-image and the standards in our industry to say yes to anything just to make a buck.”
Bring Cost Into the Conversation
Explaining the price of materials and labor can sometimes do the heavy lifting for you when homeowners get stuck wanting design features that won’t work.
“I’m from New York City originally, so I am very direct with my clients from the get-go. It saves time and money,” Burger says. “I find that when I explain options in a way that compares costs versus payoffs, the client is able to make clear choices.”
Explaining the price of materials and labor can sometimes do the heavy lifting for you when homeowners get stuck wanting design features that won’t work.
“I’m from New York City originally, so I am very direct with my clients from the get-go. It saves time and money,” Burger says. “I find that when I explain options in a way that compares costs versus payoffs, the client is able to make clear choices.”
It might be easier to persuade clients to follow your advice when the decision they have to make is an expensive one.
“A while back, [my] clients bought a home with a kitchen with damaged granite countertops,” Pollack says. “The couple wanted to replace the counters before moving in, but further probing found they weren’t sure they liked the layout of the kitchen. By making [it] clear how much the new counters cost and pointing out the flaws in the current layout, it was easy to persuade them to move in, use the kitchen for a while, and then regroup to devise a cohesive, informed plan for the kitchen.”
5 Creative Ways to Think About a Project Challenge
“A while back, [my] clients bought a home with a kitchen with damaged granite countertops,” Pollack says. “The couple wanted to replace the counters before moving in, but further probing found they weren’t sure they liked the layout of the kitchen. By making [it] clear how much the new counters cost and pointing out the flaws in the current layout, it was easy to persuade them to move in, use the kitchen for a while, and then regroup to devise a cohesive, informed plan for the kitchen.”
5 Creative Ways to Think About a Project Challenge
Be Positive and Professional
Whether you speak bluntly or prefer subtle ways to get your point across, try not to come across negatively. Communicating in a friendly and professional tone can make all the difference.
“If I truly think [my clients] are making a poor decision, I will say so directly, and I share my reasons. My relationships with clients are often long-term — some projects take years to complete — and we don’t get anywhere if we aren’t sharing ideas and opinions freely,” says Cheryl Rosenberg, founder and CEO at Piña Home. “I fully expect a client to tell me if they hate something I’ve presented, and they get the same from me!”
How to Establish Trust and Build Good Relationships With Clients
Whether you speak bluntly or prefer subtle ways to get your point across, try not to come across negatively. Communicating in a friendly and professional tone can make all the difference.
“If I truly think [my clients] are making a poor decision, I will say so directly, and I share my reasons. My relationships with clients are often long-term — some projects take years to complete — and we don’t get anywhere if we aren’t sharing ideas and opinions freely,” says Cheryl Rosenberg, founder and CEO at Piña Home. “I fully expect a client to tell me if they hate something I’ve presented, and they get the same from me!”
How to Establish Trust and Build Good Relationships With Clients
At the same time, try to make sure your authentic personality comes through. Clients may pick up on your honesty and be easier to persuade.
“I’m a very candid individual. I feel this personality trait is something my clients value in me and what helps develop trust,” George says. “Because of this, I don’t really pick my battles. I believe my clients hire me because they want my opinions expressed not for me to hide them.”
If their request isn’t suitable for their home, try to find a way to redirect their thinking without discounting their ideas. “I have no problem saying no to a client, but I never dismiss what they are saying — I always come up with an alternate design that pleases everyone,” Burger says.
“I’m a very candid individual. I feel this personality trait is something my clients value in me and what helps develop trust,” George says. “Because of this, I don’t really pick my battles. I believe my clients hire me because they want my opinions expressed not for me to hide them.”
If their request isn’t suitable for their home, try to find a way to redirect their thinking without discounting their ideas. “I have no problem saying no to a client, but I never dismiss what they are saying — I always come up with an alternate design that pleases everyone,” Burger says.
Trust Your Gut
Before you give in to a client’s request that’s not quite right, consider taking a moment to listen to your intuition and professional instincts. “Early in my career, I had a client that wanted to install a new front foundation planting with plants that I didn’t agree with,” White says. “When I drive by their house, I am not proud of how it looks.”
It might be better to politely turn down a homeowner’s wishes instead of moving forward when your heart’s not in it or the final product won’t accurately showcase your talents.
Before you give in to a client’s request that’s not quite right, consider taking a moment to listen to your intuition and professional instincts. “Early in my career, I had a client that wanted to install a new front foundation planting with plants that I didn’t agree with,” White says. “When I drive by their house, I am not proud of how it looks.”
It might be better to politely turn down a homeowner’s wishes instead of moving forward when your heart’s not in it or the final product won’t accurately showcase your talents.
Designer Marie says she had a client who basically chose everything she wanted for her project but still wanted a designer. “I knew this would be a challenge and had to seriously consider if it was the right fit for my business,” Marie says. “We went through the discovery process [and] explained how we work with clients. She really wanted to work with our firm, so we agreed.”
Tell us: How do you steer clients toward a decision you think will be better for them? Share your tips in the Comments.
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More for Pros on Houzz
Read more stories for pros
Learn about Houzz Pro software
Talk with your peers in pro-to-pro discussions
Join the Houzz Trade Program
Establishing open and honest communication with a client is the first step to a successful home renovation project. It helps you better understand their wants and needs, set goals for the project and avoid costly misunderstandings.
“Once we discover the general direction the client wants to go in, we use that as our guiding principle. If we feel the client is veering away from that, we hear them out,” says Francisco José, co-owner of Strong Tower Renovations. “We will either find a solution together that puts them back on track with the initial project goal, or we pivot in a new direction.”