Listening carefully, not overpromising and being transparent with homeowners can help your projects run more smoothly.
Lead With Patience
Building trust with a client begins at the first interaction. Whether it’s through email, over the phone or in person, it’s important to make a good impression from the start. Most clients don’t have a solid understanding of design and construction, so being patient with them is key. Let them know you have good intentions and you’re there to guide them through their home project.
The designers at Doora Collective walk homeowners through each step of the remodeling process during the initial call. “We always talk about the client’s project — what they are looking to do and budget. We move into explaining our design services, process and pricing. From there we talk about timeline and what they can expect from us in each meeting,” says Antoinette Fargo, the company’s cofounder and creative director.
Whether you’ve been in business for a few years or two decades, each new client brings fresh challenges. Make sure to listen carefully and tune in to their requests, personality quirks and body language.
Take time to learn about who your clients are. Listen to their fears, what makes them excited and how they want their home to feel. “Pay close attention to those special things they really care about,” says Angel Riveros, designer at AIR Studio. “Make them feel you are on their side, that you are there to support and make their dream space come true. If you build trust, no inconvenience will be too big to overcome.”
Being forthright is one of the best ways to build a good relationship with clients and establish trust. “Transparency is key in building trust,” says Natasha Bishop, owner of and principal designer at Bishop Design. When issues arise or you’re trying to convince clients to go a certain way, being upfront and sincere will make it easier for them to hear you out and agree to your suggestions. It will save you time, keep homeowners happy and help projects run more smoothly.
Don’t Overpromise or Oversell
The last thing homeowners need when they’re investing a lot of money and have strong emotional ties is to be sold a fantasy. Be intentional with what you say and present to clients. Always be real with them, even if it might hurt their feelings or ego. But always be kind and reasonable in your approach.
Designer Daniel Russo has found success by laying everything out on the table during meetings. “I set the expectation that we are currently working in complete and utter chaos during these exceptional times,” he says. “Most clients have listened to me and let me do my job. It is all about trust and relationship building.” Overselling yourself can backfire in a major way and betray your client’s trust.
Keep Things Professional
It’s easy to find yourself being friendly with clients. You’re in and out of their homes and spending hours talking, collaborating and creating their perfect space. But while your professional relationship can open the door to a friendship, be careful with crossing certain social boundaries.
“In our profession, during the rainy days, this can hurt more than help. Take into consideration the pressure, tension, time and money invested in any remodeling and construction project,” Riveros says. “When we allow our relationship with our client be too friendly, any inconvenience can be taken more personally and roles can be misinterpreted.” In these situations, disappointments or disagreements can be handled with emotions instead of reason. So, be friendly, but keep a professional distance.
