On our most recent From the Tap podcast, we spoke to Laura Tribbett, founder and principal designer of Chicago-based Outline Interiors, a firm that believes in involving the client every step of the way throughout a project. She told us about how she and her firm deliver an exclusive client experience.
Tribbett believes in keeping her clients in the know, which she does with something as simple as a weekly update email on the projects. Each client is also assigned their own landing page or portal, which allows them to find all the answers to their questions in a more manageable way that sending emails. The designer says her clients have been really receptive to this portal, and it is easy to use – providing information on any delays, tracking numbers, demo dates, contract details, etc. This portal also allows clients to upload inspiration photos and links to Pinterest boards. It also serves as a way to empower clients, as well as to help the firm’s designers set some boundaries in a pleasant way.
Tribbett’s firm sets itself apart when it comes to customer service. She wants to take the burden off clients by helping them determine their design goals and not become overwhelmed. She and her fellow designers have developed internal checklists for new builds and remodels so their clients can really understand what they need in terms of aesthetics and function. They also conduct inspiration meetings with images to dig even deeper and then come up with a manageable number of options.
In terms of the budget conversation, Tribbett feels like it’s an open-ended question. Sometimes they have some flexibility, and sometimes they have a set number. Outline Interiors develops various price points depending on the level of design, detail and product level for each project. The designers ask their clients multiple questions to determine a budget range. For example, do they want panel-ready appliances or stainless steel? They then come up with three design schemes, and Tribbett says it’s always a surprise when her clients choose the most expensive elements from each one.
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