Hello and welcome to episode 37 of design carries podcast.
I'm your host and Mentor Rebecca Ward.
Today on the podcast, I'll be talking to you about the highs
and lows of a project and what the client might experience as
they're going through the process of a design project and
it's really important to kind of brief the client about that
ahead of time, so that you are managing their expectations.
So, before we get into that, I just want to remind you.
You, I have some downloads for you.
It is the three things. I wish I had known before
starting my career in interior design and I also have the
roadmap for interior design. The steps along the way that you
need to take to become an Interior Designer.
So it can find links for both of those on my website are award
design.com forward slash podcast and find out all that
information there, okay? So let's talk about the pain
points of interior design project, You're now listening to
design, curious a place where you creative one are here to
learn about what it really is. Like, to be an interior designer
and I'm your host and Mentor Rebecca, Ward, if you're worried
about how to succeed in a creative career, if you're ready
to learn your next steps to become an Interior Designer.
And if you want the satisfaction of doing something you love
every day you are. In the right place, grab a
coffee, a notebook. And let's dig into today's
episode. So in my company, I typically
will take my clients through a seven-step process of start to
finish. And along the way, there will be
a high and low point and so let me kind of take you through that
process so you can understand what the client might be
expecting. When we start out on the
project, we do the initial consultation and then we also do
the Gathering phase where we're collecting measurements and
photos of Space from getting the design style of the client and
really honing in on what they put, the scope of work is and
what they need in their space and what they want to see to
make it work for them and their lifestyle.
So this is definitely one of the high points of the process.
It's like the honeymoon phase where they're excited to work
with us for excited to work with them, they can't wait to see our
design. And the idea is that we have,
then they loved all the preliminary ideas that were
throwing out and it's just a really Lee High Point.
We usually have a little gift for them to in the beginning and
it's just all the fun things are happening at this point.
And so, after these first two phases, we kind of go into the
design phase which for the designer is definitely a high
point because this is where we get to do all the fun stuff of
curating the design, pulling finishes doing the space plan
and layout, and really playing with the design and working the
puzzle. And, you know, figure it all
out. So, for the designer, this The
high point, but by the client in our process, this is a low
point. I would say because they are not
hearing from us. Well, I mean, they hear from us
every week. Every Friday, we do a check in
with them but they're not seeing anything from us.
We're not giving them anything to look at not asking for
feedback on our design. Because once we've collected all
of our information at the beginning, we kind of closed off
the client to the design process because we want to be very
focused and efficient in this process and we want to Take what
they've given us, and design the best possible solution.
So they're not seeing anything along this point, but they're
paying a lot of money and are early fees because this is where
a lot of our hourly fees are racked up because of all the
designing that we're having to do and all the details that were
sourcing and drawings that were making and we're meeting with
trades on site. And so the client might be a rat
hanging around for that trade a, but they're really don't get to
see anything tangible until we get to the Patient.
So the presentation would be a high point definitely for the
client because that this point they get to see all that hard
work. All the bills that they've been
paying and is paid off because they have such a beautiful
design, they are inspired by what they see.
They have excitement for what the vision of the house is going
to look. Like they can touch and feel all
the fabrics and as we walk them through the space and they're
visualizing it. It's just a really exciting time
to be at the presentation. In.
So then they love it. They say, yes, yes, yes, let's
move forward. Here's all the deposits, and
then we get into the implementation phase.
And so then this kind of becomes a low point for the clients
because at this point, either were going to start demo which,
you know, if they're living through that, that's never fun
thing and we're going to process the order.
So say we're ordering Furniture, we're going to be processing
these orders and then you got to sit and wait for the vendor to
supply the items that we've purchased.
And, you know, that And take a long time, months and months
sometimes. And so this is a harder part for
the client because they're just sitting there either through the
remodel, or it looks like nothing's happening and they've
been putting out more money and more money, but they don't have
a house that they can appreciate yet.
They're still excited about the design.
So we reminder like go back and look at your presentation
documents. This is the direction we're
going. Hold on to hope that there's a
light at the end of the tunnel. So after several months of this,
you typically could even be up to a year.
We've had that happen depending on how large the project scope
is, the client is coming through this.
And typically during this time, we will, you know, be checking
in with the client, trying to manage their expectations will
usually send a gift for them being such Troopers going
through this process. And then we finally have a date
set for installation. And then this is the fun points
because Was it fun for the designer?
Because this is where we get to do our install.
We bring all the furniture, we staged everything we accessorize
and set it up, and it's looking picture-perfect everywhere.
The clients usually sent out for the day so that they can't see
it or a couple of days and we tell them to come back when
we're done. And so, then they would get a
walk through the door and their house is completely transformed
and ready to live in. And that is definitely a high
point. But unfortunately, that's not
the very end of the project. What invariably happens is that
there's maybe a chair that was delayed, or there's still some
molding that needs to get finished or there's like maybe
some deficiencies with cabinet door.
Got dinged. So I have to get a replacement
that's coming and of course everything that you have to
order replacement for takes so long more than the original
purchase it. Like are you have to get someone
to come in and touch something up?
And so that conclusion of walking through the deficiencies
is actually probably one of the lowest points at the project
because the client is like I just want to now live, in my
home, it looks beautiful, I love it.
There's still a few problems but I just want to be done.
I don't want to see my design anymore.
I don't want to see any more design, fees being sent to me
and unfortunately there is White a bit that has to be done in
this concluding process with the deficiencies.
So we usually try to tell our clients, upfront about these
highs and lows in the initial consultation and then we remind
them along the way. What to expect the last thing
you want is a client who is starting to feel really
frustrated with the process. It's hard to keep them from
completely feeling frustrated because when you're living
through Remodel and believe me, I know because Recently, I think
I share that my house was flooded by a toilet hose that
flooded the upstairs. And so we had to tear apart,
sheetrock tear up the carpet. And so I'm living through a
remodel currently and it is not fun especially when you have
kids. So it's hard to completely avoid
frustration for the client but it is really the job of the
designer to mitigate it somewhat and to really manage those
expectations of the client. Ain't this is a really important
part of a designer's services that they are able to guide the
client through the remodel process or through the design
process. Even if it's just Furnishings,
there's deficiencies at the end. And there's waiting for the
product in the middle especially if it was during the pandemic,
he know that was taking forever to get those things in clients.
It's completely out of the designers control but clients
were getting very impatient and so As a designer it is your job
to manage this for the client. And if you do, you will have a
happier client and you are more likely to get referrals and
repeat clients coming back to you because they know that you
will tell them the truth about a project, you're not going to
see, it's all rainbows and daisies going through the
project, there's going to be challenging times but anything
that's worthwhile is worth the hard work.
So I think Think that as long as you maintain your perspective as
a designer and then help the client maintain their
perspective, then you'll get through this and both of you be
happy and satisfied at the end. So I hope that is helpful for
you to understand what the highs and lows are of a design project
and just the realities of what it looks like going through the
process. There's always challenges that
come up that you can't foresee. And so this is just Something
that you need to be aware of going into the career but
fortunately, I am here for you and I'm trying to keep your
expectations managed as well. So if you are interested in
having this document, I have provide it for my members in my
design Mentor in my business starter kit.
So if it's something that you would like to provide to your
clients, when you start your own business, then you can get
access to this document that I use in my own company.
Denis and use it for your own along with many other documents
that I use in my company that I do include in the business
starter kit. Just one of the benefits of
being a part of my design Mentor.
So check that out. So let me know what you think
about that. The process of running a project
in that there's going to be highs and lows for the client
and highs and lows for the designers.
Well but is really important to plan for those and to really
manage the clients expectations going into it.
So then they are not disappointed or frustrated
through the process. We definitely want to have a
happy client at the end of the project who really values, what
you have given them and the process you have taken.
Them through. So like I said, don't forget to
leave me a rating and review about the podcast, what your
liking, what you love, hearing on each episode, I did get a
great review from Kaylee who said this show is so easy to
understand the content is clear and empowering, it's accessible,
for those curious about design, and how it works.
But also has practical insight for daily life, solid skills and
mindset that can be applied. Two other Arenas as well.
So, thank you for that review, and go ahead and leave me one
wherever you, listen to podcast, stay tuned for another great
interview, next week, and until then stay creative.
Thanks for listening. If you loved this episode,
please leave a rating and a review.
This helps me reach other curious.
Creatives. Like you, if you have a topic
request or would like to contact me, simply head over to my
website, our Ward design.com or email me at podcast at our Ward
design.com, Thanks for listening.
If you loved this episode, please leave a rating and a
review. This helps me reach other
curious. Creatives.
Like you, if you have a topic request or would like to contact
me, simply head over to my website, our Ward design.com or
email me at podcast at our Ward design.com,