Kathleen Donohue, CMKBD, CAPS is senior designer at the Bend, Ore. branch of Neil Kelly Company. In the course of her decades-long career, she has developed a strong sense of clarity about her personal and professional strengths.
How does your background influence the way you approach the design business?
Kathleen Donohue: Losing both my parents at an early age, I learned to be resourceful: patching together scholarships, grants and loans to get my college education while also working at part-time jobs. I learned determination – as the late John Lewis would say, “finding a way out of no way,” by being creative and independent. As a young female designer, if I was told “you can’t do it that way”, I would demand a logical explanation, and if I could describe a work-around, I could get buy-in from trades, suppliers and installers to see it my way and get the results I wanted for my clients. I also have an innate respect for budgets and have always worked to get best value for my clients. And I have a weird personality trait – I love solving problems!
What has been your biggest business challenge – and how did you resolve it?
Kathleen Donohue: It seems like we are always learning a new software, system or technology to do our jobs more efficiently and to keep up with the times. It can often seem like we just master one program and system, only to be advised we are updating to something new and better, both in-house and from suppliers. One has no option other than to dig deep and just do it. As for CAD, I finally made the decision to “just not do it” and I still draft and design with a pencil, rather than a computer. I chose to pay a qualified design assistant to do the fabulous drafting and rendering that is now expected by our clients and trades.
What is the most important career lesson you have learned?
Kathleen Donohue: Always be honest. Own your mistakes. Honor your teammates, play to their strengths and compensate for their weaknesses. Be yourself – everyone appreciates authenticity, and we all know when we’re getting a scripted message. Under-promise and over-deliver – go the extra mile for every client and do the unexpected. At Neil Kelly, we call it “fixing the squeaky door,” which means noticing the small things that need attention (even if they are not in the job scope) and just taking care of them. Finally, I would say to recognize when a client is just not a good fit. Don’t try to bend your business model to fit their expectations; tell them it’s OK if your business is not a good fit for them – leave them feeling helped, with a referral or recommendation, but don’t be afraid to graciously decline the business. The wrong business can put you out of business!
What advice would you give to someone who is thinking about entering the design business?
Kathleen Donohue: Oh my, there’s so many opportunities out there in our industry! I’ve been a designer/sales consultant, general manager of a branch showroom, showroom designer, product designer, manager of a cabinet factory, manufacturer’s rep, teacher, author – and most of these all working for the same company (which says a lot about the company). The opportunities in our industry for talented, creative designers are endless. If you’re just starting out, explore some different options and find your best lane – always be open to opportunities! Seek out mentors – you’d be surprised how many are out there, willing to help with advice and encouragement.
What has design taught you about life?
Kathleen Donohue: Face your fears head on. Speak in front of 500+ people? Sure. Be interviewed on TV? Now? OK! Push yourself – you won’t know what you’re capable of if you don’t get out there and try. More practically, on a day-to-day basis, don’t put off the hard conversations with clients. More money? More time? They may react with anger or disappointment, but will respect you in the end as you find a way of being part of the solution, once the problem has been recognized and brought out into the open. Your client is part of your team, so make sure they don’t feel alone; instead, surround them with a talented team who will help them get what they want in the end. A lot of professionals say never work for family or friends – I couldn’t disagree more. My clients ARE my family and friends!
