We’ve all been there. We’ve seen the red flags about a client or a project from the beginning, but we put on blinders and justify taking the project. We then kick ourselves when our perceptions come to fruition and reality sets in that the project has turned into a nightmare. But how do we handle these touchy and sensitive situations when our reputation and business are on the line?
Managing Your Reputation: Prioritize Your Profession, Not Your Client
First, designers need to be reminded that although they are in a service-based industry, they deserve to be treated with respect, no matter the circumstance. Sometimes clients fail to see a designer’s value, and because there’s a financial transaction involved, a designer can become a client’s personal punching bag. There should never be a time when a client, contractor or trade is disrespectful of a designer or business and the value they bring to the jobsite. Designers and small business owners tend to go above and beyond in these situations, because they want their reputation maintained to garner referrals. Unfortunately, clients can take advantage of this, and it’s important to know what boundaries should be established moving forward.
Managing Your Reputation: Expectations Alleviate Anxieties
Design projects can be a huge investment, and a client can become overly invested in not only the financials but the details and deliverables set forth for the project. Sometimes these expectations set by a client don’t align with a company’s business model. A business may fall short on how to facilitate a successful project after those red flags are run up the flagpole and are waving flagrantly in the wind.
First, managing client expectations from the beginning is imperative. Then committing to communication throughout the design and install process will create trust with a client, which allows them to feel comfortable addressing their disappointment. Ideally, these conversations happen throughout the evolution of a project, so items can be addressed and corrected accordingly, rather than at the end of a project when the remedies can be far more costly. A designer’s reputation will be based on how they meet expectations, and for them to control that narrative, they need to set those expectations from the beginning.
Managing Your Reputation: Being Preemptive Will Prevail
Sometimes no matter what we do, we can’t make a client happy. There will always be issues on a project. ALWAYS. Whether it’s a new build or remodel, a soft-surface install or small handyman to-do list, no project will ever go flawlessly. Designers need to be preemptive in their “what-if” scenarios. This may require having a backup material selected to avoid a backorder or discontinued product. It may also mean doing due diligence in confirming that all the trades are up to the speed with the most up-to-date plans. This gives a designer validity in wanting the same goal as the client, which is to make them happy. And a happy client at the end of project means a high potential for referrals. Now, because of the high likelihood of an issue arising, a professional reputation may be relying on how we address the problem directly. The best way to handle any project challenge is to follow these two simple steps before ever bringing the problem to a client’s radar.
- Articulate the Problem to a Client using Vocabulary They Understand. Sometimes clients can feel overwhelmed and anxious throughout a project and don’t feel comfortable asking questions. Or perhaps there’s an ego involved, and they don’t want to admit they don’t understand. Either way, having a concise and easy-to-understand explanation of the issue can mitigate any unease about the unknown.
- Research and Immediately Provide Two Solutions. This gives the client control over how to remedy the issue and feel engaged in the process. And you, as their advocate, are abreast of the situation and have gone above and beyond to try and fix it. In turn, their appreciation for you during a difficult time will be rewarded in the end. A designer should never address an issue without a resolution.
A design professional’s reputation can carry weight in an industry where much of their success is based on referrals and completed projects that create amazing portfolio pieces. We always want to keep in mind that it’s not “if” a project will have a problem but more likely “when” the problem will arise. How you handle the situation – in a controlled and calm manner – can alleviate the angst surrounding it. This, in turn, will provide a stronger relationship with your clients and more referrals.
By Elizabeth P. Lord, CMKBD, CLIPP, Principal Designer of Elizabeth P. Lord Residential Design LLC
Photo credit: JackF/Adobe Stock
