Tips to Manage Client Expectations
Interior designers, similar to many professions, are facing a moment of new challenges requiring introspection and problem solving. With extreme delays, they must find creative solutions to these unprecedented supply chain challenges. How will projects be completed when they don’t have the products clients want? Are extreme delays just a momentary issue? Or, like the pandemic, will certain aspects of it continue post-pandemic?
With more than 12 interior design projects in the works and inventory stuck in unknown locations, Andrea Hysmith, founder of ASH Interiors and Design, knows this challenge well. However, she has a plan. Her solution? Andrea strategizes, breaking down her goals per quarter, then monthly, and weekly actions. The key to being so organized is remaining flexible.
While she can do everything on her end to make adjustments to her business, managing client expectations is another added challenge. Here are Andrea’s tips.
1. Andrea keeps it real. She will always be honest with her clients about lead times, and never makes untrue promises. This sets realistic expectations from the very beginning!
2. Communication is Key. Providing weekly status reports and updates allows the client to feel taken care of and lets them know you are still doing your job, even when little progress has been made.
3. Discuss the “State of the world” in how it relates to the market, materials, shipping and products. The more clients understand about the realities designers are facing, the more patience they should have.
4. Helping clients understand how your business and their projects may be affected. As a designer with many projects going at once, they must be aware of all possibilities.
5. Give clients the choice. This puts some of the control in the hands of clients. If they are unable to handle the unknowns, the project can wait.
6. If the client decides to move forward, create a document that updates them on lead times/ material updates. Give them stock/short lead time option, if that information is available, if something that was originally sourced is now unavailable.
7. Make sure the contract is clear and states that there are delays that are outside of our control. This sets the tone for the entirety of the project and allows for unexpected delays, and takes the burden off your shoulders.
8. Share information, even when it does not directly apply to them. If you see reports in the news about the supply chain, or any other contributing factors, share it! They will appreciate you keeping them in the loop.
With Andrea’s methodical approach to managing clients, she is able to mitigate expectations while delivery quality results. She practices honesty and prioritizes communication. Being upfront from the beginning with the challenges that they may face sets the tone for the remainder of the project to avoid blindsiding clients if things are delayed. She is extremely diligent in her communications with frequent progress reports.
Interior design is a journey that the designer and client take on together, and both parties must be on the same page in order for a beautiful final project to be complete. With Andrea at the helm, you’re sure to have a beautiful space when all is said and done.
