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Listen and Observe
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.”
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3. Decide on Your Business Model and Stick to It
Whether you choose a fixed or hourly fee strategy, it’s important to be consistent. Any changes to this could reduce your client’s confidence.
Gemma Hill of Bayswater Interiors says her firm uses an hourly pricing structure, as they feel it’s fair for both parties. “Clients only pay for what we’ve provided,” she says. “In the past, we’ve had projects where clients have increased the scope of our work, or changed their minds unexpectedly midway through the process, and expected us to start again to incorporate their new ideas, which ended up costing us money in lost hours. This way, we’re invoicing for work completed and are not out of pocket, and this is clear and fair to the client throughout.”
Nicholls, on the other hand, prefers a fixed pricing structure. “When we put together our fee proposal, we estimate the amount of time we’ll spend on a project, using similar jobs as a benchmark,” she says. “Once we’ve given our fee proposal, our fee doesn’t change unless the scope of work changes or there are unforeseen circumstances. We would then discuss this with our client and adjust the fee if necessary.”
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Prepare Clients for Construction
Start by setting a target date for construction, then give the homeowners clear instructions on how to prepare for their remodel. “Depending on the project, a homeowner may need to remove all items from kitchen or bathroom cabinets, or any other furniture that we’ll need to move to lay floor tile, for instance,” Palacio says.
It may be helpful to have a pre-construction meeting with the client, during which you discuss safety concerns, noise tolerance and limited access to living space. “We talk about where they are going to live and work during our planning process, and about how they will prepare to pack and move their belongings,” Bettinger says. Her team also sends clients a document with more details on how to prepare for construction.
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Make it clear that you place great emphasis on quality and that quality has its price. After all, you want to work with clients who appreciate good work and are willing to pay for it. This willingness on the part of your client may (or may not) become apparent early on.
Luisa Haase-Kiewning of Lu Interior Berlin, for example, started charging an extra fee several years ago. She charges for her time spent on the initial meeting as well as for travel time. This is justified as she arrives prepared and with good ideas after completing a certain amount of preparatory work prior to meeting with her clients.
And remember, if your client is not willing to pay for quality, it could be a warning sign that working together may not be smooth — or possible.
Lara Theel, managing director of Stand Out Design, recommends a similar approach. Explain to your clients, from the smallest to the largest items, how rising prices have affected the elements and materials in their project. Point out how companies that don’t pass along some of the current price increases are cutting back in other places.
Theel and her team focus on “longevity, quality and sustainability” and customers appreciate that.
Tip: Positive reviews on your Houzz profile and a visible Best of Houzz award help build trust and distinguish your excellent work from competitors.