Renovations can be costly, long and disruptive, so it’s no wonder that clients can sometimes feel apprehensive and anxious about the progress of a project. Keeping the process on schedule, maintaining the quality of the design and workmanship, and tracking the budget are all essential for ensuring a stress-free project, but communication skills are also vital if you want your client to feel satisfied throughout. Here, professionals on Houzz share their tried-and-tested tips for keeping customers happy.
1. Make time to listen
The relationship with your client is a two-way process – they are looking to you for guidance, but they also want to be involved. After all, it’s their home you’re helping to renovate, so it’s important you listen to their needs.
“I spend a lot of time at first understanding who they are, their story and their requirements to ensure this is reflected in the design recommendation,”Alexandra Eude of Belle & Cosy says. “I think it’s a true collaboration, even if I often make them step out of their comfort zone, but always remain open to them pushing back.”
2. Outline a clear plan from the start
For Beth Grace of Start With Art Interiors, the best way to keep clients happy is to set out every step of the process in the initial consultation and proposal. This will get your relationship off on the right footing and establish a feeling of trust.
“Being clear from the beginning avoids any sort of misunderstanding,” Alexandra says.
Provide as much detail as possible, so they know what to expect at each stage of the process. It’s also a good idea to lay out the possible pitfalls ahead of time, too, as well as things they can do themselves to ensure a smooth-running project.
3. Use technology to keep clients informed
Smartphone apps and online software provide an efficient way of communicating with clients, so they always feel on top of things during the whole renovation process.
Interior designer Ann Cope, for example, uses WhatsApp groups for each project – one for clients and one with tradespeople. “I find that this keeps everyone in the loop, especially if some short notice decisions need to be made,” she says. “The clients can see if something is going to be changed straight away, as I update them from the info in the trades group if necessary.”
For an even more comprehensive way of sharing information, try Houzz Pro’s Client Dashboard. All information about the project will be stored on the dashboard and clients can access the information whenever they like.
4. Be open, even when things go wrong
Sharing good news with clients is easy, but what if things aren’t going according to plan? Well, it’s just as important to share that, too.
“The best way to keep your clients happy is by always being transparent with them,even when things are not going the way you anticipated,” Ann says.
“One of my company values is all about being open and real,” agrees interior designer Lindsey Higgins. “So if I sense a client is unhappy or feeling the pressure of their build, I check in specifically and ask. It’s much better to address something than leave it; that way, clients often get the reassurance they need. Address it and overcome it, is my motto.”
5. Take the stress off their shoulders
A renovation project can be hugely stressful for homeowners and one of the reasons they hire a professional is to take some of that stress away. So it’s important they feel they can trust your judgement throughout the project.
“Most clients want you to be in control of the whole process, bringing them some peace of mind,”Sebastian Salas Canitrot of Sebastian Salas Studio says.
Alexandra recommends an “organised, structured and timely approach to the project to demonstrate that everything is under control”.
“Turn up when you say you will,” agrees garden landscape designer Sam Selby. “Meet your anticipated timeframes and keep them in the loop throughout the process.”
