There are a few key questions it’s worth asking clients at a first consultation in order to establish a connection, make sure you and the client are a good fit, and show you’re completely on board with the homeowner’s needs and vision.
We quizzed three seasoned pros on what they think are the most important questions to pose during that first crucial meeting with a potential customer.
1. What do you want to achieve?
The very first thing designer Anna Auzins asks potential clients is exactly what they have in mind. This would include questions such as whether they’re looking for a whole flat or house renovation, or something smaller.
“This may sound very simple, but it’s necessary in order to establish the scope, to hear their initial thoughts, and for them to work out if I’m the right person for them,” she says.
“Sometimes it turns out that all they want is a decorator to paint walls, rather than a designer to create a space,” she says. “Conversely, sometimes they start out by saying they just need a few things, when in reality they need a complete renovation.”
2. What are your needs as a household?
It’s important to build a picture of who actually lives in the property and how they would ideally be using their space.
“Home life is personalised and private,” architect Trevor Brown says. “It’s essential to understand how the environment will be used, so it’s crafted to suit each client.”
Anna recommends you ask questions that include whether there are any special requirements, such as wheelchair access, and what the client loves or hates about their home right now.
“This is the beginning of developing the design concept, which we would go into in great detail if we agreed to work together,” she says. “It really helps to establish a rapport with the potential client and build a better picture of the project.”
3. Can you tell me about the property?
Before he meets the potential client, Lior Brosh of Brosh Architects (pictured) sends over a list of questions that include details about the property itself. He asks for the full address, whether it’s a flat or a house, and whether the property is a period home, located in a conservation area, or a listed building.
“Then I ask if they have any floor plans, maybe from the estate agent from the time of purchasing the property,” he says. “This gives me a better understanding of the context, and if the enquiry comes with a short brief, it gives me an idea of what they’re referring to.”
4. What’s your timeframe?
Lior asks clients how soon they would need to move into their newly renovated home. “This gives me a realistic timeframe for the design and work required,” he says. “Some people have to get back in on a specific date and this can be before the construction is completed. Therefore, we have to accommodate it.”
“[Asking about a timeframe] establishes when [the clients] expect to start, and how long they think it will take,” Anna says. “It’s important to see if their plans are realistic and, from a purely practical point of view, whether their schedule fits in with my availability. It’s essential to establish realistic timelines, as there are so many factors to coordinate, such as design time, builders and tradespeople’s availability, and furniture lead times.”
5. What’s your budget?
“I ask clients if they have a specific figure in mind,” Anna says. “I believe it’s important to bring this up in the first conversation to work out what can realistically be achieved, and also to show that I’m comfortable with financial questions. This may well be one of the biggest investments our clients make, and showing them that we understand this creates trust.
“It also helps to ascertain if I’m the right designer for them,” she continues. “Many clients will ask about my charges in this conversation, and many will also say they don’t know what the costs might be and need guidance. Having this discussion right away helps to avoid misunderstandings further down the line.”
“The budget may [also] allow significant layout changes and extensions or intensive renovation and decoration,” Trevor adds. “Clarity regarding what’s feasible within the budget is important to ensure the design is developed in a suitable direction.”
A detailed quote will help to create transparency and understanding with your client from the outset. Houzz Pro’s Estimate Builder tool can help with this, as it allows you to use templates to quickly build up a clear quote that you can send over for approval.
6. How much do you know about the renovation process?
A home project can be quite bewildering for homeowners, particularly if they haven’t done one before, so it’s a good idea to establish how much a potential client is aware of.
“I would ask if they’ve renovated before (and thus have an idea of what’s involved) and what they’ve done to date,” Anna says. “It lets me know how much I need to explain about the renovation process.
“It’s important to be realistic about what is and isn’t possible,” she adds, “and to make practical arrangements for scenarios, such as not having a kitchen while the work is taking place.”
