7 Top Tips From 2023 Best of Houzz Service Award Winners
Home design and remodeling pros share how they deliver award-winning service to their clients
Each year, Houzz recognizes professionals who provide outstanding customer service with the Best of Houzz Service awards. Only about 3% of those with a Houzz Pro profile earn that Best of Houzz badge annually, making it an exclusive group.
We asked 2023 winners from different parts of the home renovation industry to share their top suggestions for delivering great service and keeping clients happy, as well as what over-and-above things they do to stand out among their industry peers. Here’s what they had to say.
We asked 2023 winners from different parts of the home renovation industry to share their top suggestions for delivering great service and keeping clients happy, as well as what over-and-above things they do to stand out among their industry peers. Here’s what they had to say.
Architectural Justice
2. Communicate Frequently
Keeping clients in the loop is another top priority for the pros who garner stellar reviews. That involves much more than delivering the occasional status report — it means being proactive as well as responsive.
Brad Nudell, sales manager at Ohio-based Architectural Justice, says, “We have dedicated staff that communicates regularly with our clients each step of the way, from the design stage into production, installation and project completion.”
Michele Chambliss, garden designer and owner of Perennial Garden Consultants in Las Vegas, maintains that relationship well past the walk-through. “I make myself available throughout the install process and beyond by checking in periodically with an email to let people know I’m invested in the success of their project,” she says. “There are several clients I check in with every year to see how their garden is growing!”
Sturko also goes above and beyond the call of duty. “It may go against current ‘work-life balance’ advice, but in order to provide the type of luxury service that high-end clients expect, the designer must always be available,” she says. “I have a policy that I am available 24/7 and will respond to messages or emails within 90 minutes, even if it’s just to acknowledge the request and say that I will revert with an answer ASAP. This makes a client feel heard and reassured.”
2. Communicate Frequently
Keeping clients in the loop is another top priority for the pros who garner stellar reviews. That involves much more than delivering the occasional status report — it means being proactive as well as responsive.
Brad Nudell, sales manager at Ohio-based Architectural Justice, says, “We have dedicated staff that communicates regularly with our clients each step of the way, from the design stage into production, installation and project completion.”
Michele Chambliss, garden designer and owner of Perennial Garden Consultants in Las Vegas, maintains that relationship well past the walk-through. “I make myself available throughout the install process and beyond by checking in periodically with an email to let people know I’m invested in the success of their project,” she says. “There are several clients I check in with every year to see how their garden is growing!”
Sturko also goes above and beyond the call of duty. “It may go against current ‘work-life balance’ advice, but in order to provide the type of luxury service that high-end clients expect, the designer must always be available,” she says. “I have a policy that I am available 24/7 and will respond to messages or emails within 90 minutes, even if it’s just to acknowledge the request and say that I will revert with an answer ASAP. This makes a client feel heard and reassured.”
Talie Jane Interiors
3. Get Personal
Award-winning pros emphasize the value of investing in a relationship with clients that’s more than transactional.
Talie Jane, owner and principal designer at Talie Jane Interiors in Nevada, sees personal connection as fundamental to success. “Build a rapport and strong foundation right from the beginning,” the designer says. “In a service business like interior design, it’s all about establishing trust.”
Sometimes, opening up makes all the difference. “We share our story, how we started, what makes us who we are, and how difficult it was at the start … and use that information to truly connect,” says Cally Lange, CEO and principal architect at Revival Design Collective in Ohio.
Jeanne Virgil, owner of Virgil Homes in Atlanta, puts herself in her clients’ shoes. “I always like to ask myself, ‘If I was to hire myself, what kind of services will I expect?’ ” Virgil says. “Once I can answer that question, I then am able to really communicate and connect with my client(s).”
Blas also has a reliable method for ensuring that she and her clients are simpatico. “I invite them over to my house to sit in my garden, because my garden is my headquarters and if they like the feeling — I always know that they are my kind of folks,” she says.
3. Get Personal
Award-winning pros emphasize the value of investing in a relationship with clients that’s more than transactional.
Talie Jane, owner and principal designer at Talie Jane Interiors in Nevada, sees personal connection as fundamental to success. “Build a rapport and strong foundation right from the beginning,” the designer says. “In a service business like interior design, it’s all about establishing trust.”
Sometimes, opening up makes all the difference. “We share our story, how we started, what makes us who we are, and how difficult it was at the start … and use that information to truly connect,” says Cally Lange, CEO and principal architect at Revival Design Collective in Ohio.
Jeanne Virgil, owner of Virgil Homes in Atlanta, puts herself in her clients’ shoes. “I always like to ask myself, ‘If I was to hire myself, what kind of services will I expect?’ ” Virgil says. “Once I can answer that question, I then am able to really communicate and connect with my client(s).”
Blas also has a reliable method for ensuring that she and her clients are simpatico. “I invite them over to my house to sit in my garden, because my garden is my headquarters and if they like the feeling — I always know that they are my kind of folks,” she says.
Virgil Homes
4. Manage Expectations
Nudell puts succinctly a point that nearly every service award winner raises: “If you want to keep clients happy, you must listen to their needs and concerns and set proper expectations.” This covers everything from style and process to cost and timelines.
Again, communication is key. Virgil says, “After every in-person meeting with my client(s), I like to set the next expectations so they know what will happen next.”
Establishing those expectations can happen even before the first meeting. “I don’t try to be everything to everyone,” Chambliss says. “When I share across all touch points — from website to Houzz profile and social media — that I specialize in sustainability and designing with native plants, I attract clients who want what I do best. It’s easy to go the extra mile for clients who want the thing you do best, and because they value your services, it’s a win-win.”
View all the Best of Houzz 2023 winners
4. Manage Expectations
Nudell puts succinctly a point that nearly every service award winner raises: “If you want to keep clients happy, you must listen to their needs and concerns and set proper expectations.” This covers everything from style and process to cost and timelines.
Again, communication is key. Virgil says, “After every in-person meeting with my client(s), I like to set the next expectations so they know what will happen next.”
Establishing those expectations can happen even before the first meeting. “I don’t try to be everything to everyone,” Chambliss says. “When I share across all touch points — from website to Houzz profile and social media — that I specialize in sustainability and designing with native plants, I attract clients who want what I do best. It’s easy to go the extra mile for clients who want the thing you do best, and because they value your services, it’s a win-win.”
View all the Best of Houzz 2023 winners
Perennial Garden Consultants
5. Be Professional
Good old-fashioned traits like honesty, integrity and kindness remain paramount in delivering truly outstanding service, the pros say.
“Respect [clients’] time and energy. Never keep them waiting, be punctual and well prepared for meetings and be proactive — never make them ask for a progress update,” Sturko says.
“Don’t take shortcuts, even when it is the easier path. Prioritize transparency!” Lange says.
For Chambliss, even small courtesies go a long way. “[By] taking the time to mail a handwritten thank-you note after receiving a review and sending a holiday card to all those who I met throughout the year, whether they hired me or not, I’m sending the message that they are appreciated and not just another job to cross off the calendar,” she says.
5. Be Professional
Good old-fashioned traits like honesty, integrity and kindness remain paramount in delivering truly outstanding service, the pros say.
“Respect [clients’] time and energy. Never keep them waiting, be punctual and well prepared for meetings and be proactive — never make them ask for a progress update,” Sturko says.
“Don’t take shortcuts, even when it is the easier path. Prioritize transparency!” Lange says.
For Chambliss, even small courtesies go a long way. “[By] taking the time to mail a handwritten thank-you note after receiving a review and sending a holiday card to all those who I met throughout the year, whether they hired me or not, I’m sending the message that they are appreciated and not just another job to cross off the calendar,” she says.
Revival Design Collective
6. Work as a Team
Many pros credit teamwork as a key to their success — whether working with clients or fellow employees.
“Have a collaborative spirit, always,” Lange says. “Connect deeply with your team and with your client. Listen more, and speak respectfully.”
Nudell says, “As a family-owned business, we work as a team to earn our client’s trust and deliver exceptional service throughout the remodeling process.”
Jane sings the praises of her team as well. “We support each other and work together to create beautiful, functional and efficient designs for our clients,” she says.
6. Work as a Team
Many pros credit teamwork as a key to their success — whether working with clients or fellow employees.
“Have a collaborative spirit, always,” Lange says. “Connect deeply with your team and with your client. Listen more, and speak respectfully.”
Nudell says, “As a family-owned business, we work as a team to earn our client’s trust and deliver exceptional service throughout the remodeling process.”
Jane sings the praises of her team as well. “We support each other and work together to create beautiful, functional and efficient designs for our clients,” she says.
Delphinium Design
7. Use Houzz Pro
Last but not least, the Houzz Pro suite of marketing, visualization and project management tools helps remodeling professionals provide great customer service in myriad ways.
For example, repeat service award winner Jena Bula of Delphinium Design in Charlotte, North Carolina, says that having everything from invoicing to Room Boards on the Houzz Pro platform keeps her company organized and efficient, which in turn allows it to better serve its clients.
See how Houzz Pro can help your business
7. Use Houzz Pro
Last but not least, the Houzz Pro suite of marketing, visualization and project management tools helps remodeling professionals provide great customer service in myriad ways.
For example, repeat service award winner Jena Bula of Delphinium Design in Charlotte, North Carolina, says that having everything from invoicing to Room Boards on the Houzz Pro platform keeps her company organized and efficient, which in turn allows it to better serve its clients.
See how Houzz Pro can help your business
1. Listen Carefully
Several Best of Houzz service award winners say that listening carefully to their clients is their No. 1 suggestion for delivering award-worthy service.
Among them is Natasha Sturko of Natasha Sturko Interiors in British Columbia. “I spend a lot of time at the beginning of my projects getting to know my clients and I use that insight to inform my design recommendations,” Sturko says. “Asking the right questions to draw the client out is important, but if we really listen and are observant, we can pick up on cues that will help to inform both the design and the best practices to reach the finish line.”
Alicia Blas, founder and creator of Firmly Planted Designs in Los Angeles, agrees. “I try to make the entire first meeting all about the client and what they want and need. I may ask a few questions just to get the ball rolling — since I am all about outside, the questions are usually about how much time they spend outside, how important is outside — but I let them lead and then figure out from them what seems important,” Blas says.
Learn more about the Best of Houzz awards, including how to earn a badge