No pumpkin spice before September 1. That’s the rule at our house because there is an order to things, and there is no need to rush things along. August is for soaking in the last of Michigan summers; they are short enough as it is.
Similarly to finding Christmas decor emerging in craft stores in July or pumpkin spice popping up in August, I often have clients who want to rush their design project process. It’s crucial to remind them that we have planning processes set in place for a reason. Few people savor project pre-planning or budgeting discussions, but starting at the beginning saves time and frustration later.
Identify the Problem
Your client has come to you for a new kitchen, bathroom or entertainment room, but WHY? When looking to identify a client’s problem, you are helping them resolve both the physical and emotional issues their spaces create. How do they want to use the space, and how do they want to feel while doing that? It’s like catching yourself eating ice cream out of the carton in the middle of the afternoon while watching binge-watching rom-coms. You are not just hungry, there are some more significant issues at play here.
It’s time to bare all: all the wishes, dreams, pain points, irritants and skeletons in the closet (let’s hope not!). If we jump ahead to product selection without identifying the underlying problems of the space, clients may be in love on “reveal day” but will likely have the same issues come back up and be left having invested a lot of money to remain disappointed in their space.
By identifying underlying problems first, you can ensure clients are satisfied in the long term. Fix the issues, fix the feelings, and then you can make the space shine.
Set the Priorities of the Design Project
We all know that if something is your priority, you’ll find a way to make it happen. My teen will mow the lawn, wash the car and clean every bathroom to earn enough money for the latest video game release. When clients have identified their key project priorities, setting budget goals, saying no to design distractions and navigating unforeseen project delays is all easier because we have a goal (that everyone agreed on in advance) in mind.
How does your client feel about their home? Is it about family, fashion or function? Is this a dream home or a temporary stop along the way? Are they choosing the timing on this design project, or is it the result of an unexpected product failure, home insurance claim or natural disaster?
Identifying your clients’ priorities early helps establish clear goals along the project path and sets a clear finish line for project completion.
Discuss the Pennies
Budget conversations should feel easy if you have already tackled the big discussions about underlying project problems and your client’s personal priorities. In many ways, the budget has already been discussed.
Conversations about how much ROI clients expect to get out of the project and any differed maintenance that may need to be addressed should have come up during discussions on priorities and project problems, clearing you to deal with the real elephant in the room: who controls the flow of money. Discovering who the final financial decision-maker is and the channel the finances come through is critical to allowing a project to flow smoothly. Is it a builder, an insurance company, one of the partners or a whole family? If you don’t identify your bank-keeper early and clearly, it can easily become a point of contention later in the project, often emerging at high-stress moments when tension is already high. Agree to a budget and who to contact with questions or issues. Don’t agree to be a mediator to personal conflicts but do reinforce pre-set hierarchies.
Ensure everyone is on the same page and commit to communicating with all parties involved as transparently as possible to avoid potential conflict.
Paint the Pictures
Now that you’ve had challenging discussions on space-planning problems, personal priorities and design project budgets, feel free to break out inspiration pages, paint fan decks and lighting catalogs.
After a sweltering August, I am ready to move forward, flipping the calendar page over to September. I am ready to step into the crisp evenings of fall, the crunch of leaves and maybe even a little pumpkin spice.
—By Anneke Huisman, Senior Designer at KSI Kitchen and Bath
