5 Ways to Build Trust Right Away
Creating a bond with clients from the get-go sets you up for a strong and trustworthy working relationship
Create comfortable and easy lines of communication
Giving clients a chance to voice their needs and ask questions about the process will show that you genuinely care about their concerns as well as their goals for the project. Whether you visit their home for a consultation, or they travel to your studio, make clients feel comfortable and relaxed by asking about their family and lifestyle.
“Clients need to know they can get on with you from the outset,"says Fiona Duke of Fiona Duke Interiors. “This is particularly important in residential projects where we are entrusted with a client’s treasured home and possessions, not to mention their money. If they’re are going to have a designer in their home for a period of time, every member of the family has to feel comfortable.” Listening to what the client has to say and what they want from the project is the first step to building trust. They are more likely to choose you over other professionals if you click personally and they feel comfortable.
Giving clients a chance to voice their needs and ask questions about the process will show that you genuinely care about their concerns as well as their goals for the project. Whether you visit their home for a consultation, or they travel to your studio, make clients feel comfortable and relaxed by asking about their family and lifestyle.
“Clients need to know they can get on with you from the outset,"says Fiona Duke of Fiona Duke Interiors. “This is particularly important in residential projects where we are entrusted with a client’s treasured home and possessions, not to mention their money. If they’re are going to have a designer in their home for a period of time, every member of the family has to feel comfortable.” Listening to what the client has to say and what they want from the project is the first step to building trust. They are more likely to choose you over other professionals if you click personally and they feel comfortable.
Manage expectations from the start
Spending time discussing the details of project with your client will demonstrate that you have their interests at heart, as well as your commitment to make your work together a success. Vickie Nickolls, founder of Interior Therapy, says she’s always honest when she feels the initial budget is unrealistic. “If you’re unclear from the start, this can cause problems down the line when you can’t source a client’s dream feature, like a bed or sofa for example, because it’s half the budget.”
Providing a realistic project timeline and budget estimates, showing examples of prior work and using tangible items such as paint chips and material samples, will allow clients to see you as a helping hand rather than someone just trying to get the job done. “While most projects are open ended, experience can help me estimate how long different elements will take,” says Brooke Copp-Barton of Home Interior Design. “If a project is looking like it will exceed deadlines, I make clients aware in advance so they can plan accordingly.”
Spending time discussing the details of project with your client will demonstrate that you have their interests at heart, as well as your commitment to make your work together a success. Vickie Nickolls, founder of Interior Therapy, says she’s always honest when she feels the initial budget is unrealistic. “If you’re unclear from the start, this can cause problems down the line when you can’t source a client’s dream feature, like a bed or sofa for example, because it’s half the budget.”
Providing a realistic project timeline and budget estimates, showing examples of prior work and using tangible items such as paint chips and material samples, will allow clients to see you as a helping hand rather than someone just trying to get the job done. “While most projects are open ended, experience can help me estimate how long different elements will take,” says Brooke Copp-Barton of Home Interior Design. “If a project is looking like it will exceed deadlines, I make clients aware in advance so they can plan accordingly.”
Be transparent about finances
Talking about money can be uncomfortable, but being upfront with all design costs or sharing the cost of similar jobs and building materials with clients shows them that you have nothing to hide. “Referencing past projects that are similar helps to ascertain what the budget may be,” says Sam Patience of Patience Designs. “Being open and honest is the best approach.” Copp-Barton also suggests it’s best to be honest about trade discounts. “I pass all trade discounts onto clients in full (typically 10-40 per cent) and charge a blanket commission on all purchases made through my trade accounts.”
Having regular catch ups during the project to review the budget will keep lines of communication open. Mettis thinks it’s a good idea to check in at regular intervals to discuss the hours worked or the budget to date. “Designers work on different pricing models so be clear of your preference, whether that’s an hourly or daily rate or a percentage of the project.”
Talking about money can be uncomfortable, but being upfront with all design costs or sharing the cost of similar jobs and building materials with clients shows them that you have nothing to hide. “Referencing past projects that are similar helps to ascertain what the budget may be,” says Sam Patience of Patience Designs. “Being open and honest is the best approach.” Copp-Barton also suggests it’s best to be honest about trade discounts. “I pass all trade discounts onto clients in full (typically 10-40 per cent) and charge a blanket commission on all purchases made through my trade accounts.”
Having regular catch ups during the project to review the budget will keep lines of communication open. Mettis thinks it’s a good idea to check in at regular intervals to discuss the hours worked or the budget to date. “Designers work on different pricing models so be clear of your preference, whether that’s an hourly or daily rate or a percentage of the project.”
Respect their ideas
Putting your clients’ design preferences before your own will help them understand that you’re willing to deliver what they want for their space, even if it means addressing some difficult requests or design challenges. “Clients tend to choose designers who have a similar aesthetic to themselves. For example, you wouldn’t go to Nike for a wedding outfit, or Kelly Hoppen for an Abigail Ahern look,” says Mettis. However, as your client’s final choice must always prevail, there can be disagreements and it’s best to be diplomatic in these circumstances says Chris Read of Read Interiors. “My integrity as a designer means I will always tell them not only what my preference is, but why. I will always be honest about the pluses and minuses of their choices.”
Patience is trait that’s worth perfecting says Duke. “A designer will often softly push the client out of their comfort zone, offering slightly ‘braver’ choices that they may have not considered before. For me it’s important to respect the client’s design preferences but also offer additional choices – some they’ll take on board, others may be a step too far.”
Putting your clients’ design preferences before your own will help them understand that you’re willing to deliver what they want for their space, even if it means addressing some difficult requests or design challenges. “Clients tend to choose designers who have a similar aesthetic to themselves. For example, you wouldn’t go to Nike for a wedding outfit, or Kelly Hoppen for an Abigail Ahern look,” says Mettis. However, as your client’s final choice must always prevail, there can be disagreements and it’s best to be diplomatic in these circumstances says Chris Read of Read Interiors. “My integrity as a designer means I will always tell them not only what my preference is, but why. I will always be honest about the pluses and minuses of their choices.”
Patience is trait that’s worth perfecting says Duke. “A designer will often softly push the client out of their comfort zone, offering slightly ‘braver’ choices that they may have not considered before. For me it’s important to respect the client’s design preferences but also offer additional choices – some they’ll take on board, others may be a step too far.”
Set specific targets (and hit them)
Once work gets underway, following through on your promises is important to keeping your clients’ trust. “I build trust by responding quickly to questions, offering alternative options if something isn’t working, and continuously updating the projects’ time frame,” says Nickolls. “Being honest, up front and most of all realistic about deadlines is the best policy. I find once the first few deadlines are reliably met, clients will trust that you mean what you say, and that goes a long way.”
Do you have any other practices for building trust with clients? Share them with us in the Comments.
This story was written by the Houzz Industry Marketing team.
Once work gets underway, following through on your promises is important to keeping your clients’ trust. “I build trust by responding quickly to questions, offering alternative options if something isn’t working, and continuously updating the projects’ time frame,” says Nickolls. “Being honest, up front and most of all realistic about deadlines is the best policy. I find once the first few deadlines are reliably met, clients will trust that you mean what you say, and that goes a long way.”
Do you have any other practices for building trust with clients? Share them with us in the Comments.
This story was written by the Houzz Industry Marketing team.
With that in mind, here are five tips from our pros to help you strengthen your bond with your clients.