In our latest podcast, designer Gabriela Eisenhart offers a candid look into the complexities of client relationships within the interior design industry. Eisenhart, founder of Atlanta-based Silo Studio Design, emphasizes the importance of maintaining a structured design process and leading clients through it with confidence. She highlights that clients hire designers as experts, not just for their creative vision but also for their ability to value engineer projects and deliver positive experiences.
Eisenhart explains that her studio’s process is carefully developed and consistently refined to ensure excellent outcomes. She underscores the emotional nature of residential projects, where homeowners often have strong attachments to their spaces and may be living through renovations. This makes it crucial for designers to stick to their process and avoid bending their approach to suit client expectations, as deviating can jeopardize results.
There are predictable points in projects when clients might attempt to assert control. Eisenhart candidly identifies the moments when financial commitments are made – such as paying for construction materials or furnishings – as a typical trigger for client anxiety and micromanagement. She describes her onboarding process as pivotal, ensuring clients understand both the numbers and the steps involved. While she provides guides and documents, Eisenhart prefers direct conversations to set expectations, honestly highlighting that the process will be smoother if clients trust her expertise.
Eisenhart shares her own journey, admitting to being a “recovering people pleaser” and acknowledging the discomfort that arises when clients feel uneasy or emotional. Instead of pacifying those feelings, she’s learned to remain firm and compassionate, reminding clients of the process and reassuring them that her team has everything under control – even if they aren’t visible every day. Eisenhart likens her role to “Oz behind the curtain,” working diligently with trades and keeping clients updated weekly.
She notes that the middle of a project can be rocky but urges designers, especially those just starting out, to stay steady and trust their process. With over 200 projects completed in 14 years, Gabriela Eisenhart attests that clients almost always appreciate the outcome once the dust settles. She embraces a comparison to parenting, sharing her experience with her teenage sons and emphasizing the need for boundaries and lessons in both personal and professional spheres. Ultimately, Eisenhart’s advice is clear: maintain your process, trust your expertise and guide clients firmly for the best results.
To hear the full conversation, listen to the podcast on Spotify, Apple Podcasts, Pandora and other outlets.
