Setting Client Expectations: The Roller Coaster
Setting Expectations from the onset will lead to smoother interior design projects and happier clients.
A few years ago - over six actually - I wrote about the emotional roller coaster that an interior design project can be.
Since then, this idea of setting client expectations has become central to my business philosophy and teachings.
The better you can set and manage clients’ expectations - the smoother the project will be. But often those things that designers should set expectations around - many feel a little uncomfortable bringing them up to clients - things like money or handling problems. Confrontation avoidant.
Alternately, some designers don’t have the foresight or experience to even know what they should discuss with their clients and when.
When to Start Setting Expectations
Setting expectations starts with knowing how you work and your boundaries. Then, it should be brought up with clients from the first contact and on your website. The sooner the better.
Today, I’m going to share one expectation you should bring to your client’s attention: The Roller Coaster of emotions when working on an interior design project.
When you bring up the emotional roller coaster in the beginning, when it inevitably happens, clients feel safer and more trusting that you know what you’re doing - because you explained what would happen before it happened. And this brings comfort to clients and helps reduce panic.
Interior Design is Emotional
Designing a home is emotional and if you haven't embarked on this adventure before many clients aren't prepared for how emotional it can be. The larger the scope the more emotional it'll be. Getting a new sofa and chairs - easy. Getting a new sofa and chairs in a new living room in a newly constructed house - a little more strenuous. The more time and money you have invested in the project the more emotionally invested you'll be as well.
There are a range of emotions that a typical client will go through. Your clients need to know that these are normal and that they’re not alone. Almost every client goes through similar emotions: scared, excited, apprehensive, overwhelmed, nervous, and then repeat.
Clients feel excitement for the possibilities of their home. Anticipation when the project starts. Delighted when they start seeing selections and shopping. Apprehension when old furniture is removed or construction begins. Anxiety when you feel time and money passing without seeing many results. Disappointment when the project (inevitably) takes longer than expected. Elation when it’s done and they see everything come together. And finally, Relief that they can enjoy their new space and their home no longer has strangers walking through.
Home is such a personal and private space that it's really no wonder that they say that designers have to be a friend, therapist, psychologist, and manager. Despite what some may think, it's not an easy job, because designers can bear the brunt of many of these emotional ups & downs. Even though everyone may handle the emotions differently or in different waves - everyone has them. Many clients experience a roller coaster of emotions and some of them will feel manic with alternating feelings of I love it!/ what the hell have I done?
Prepare them from the start that they are about to get on an emotional roller coaster and reduce panic and problems when it happens.
About The Author
Hi! I’m Capella and I’m an interior designer who helps fellow designers build their businesses. Forget secrecy and competition, I believe designers should support and uplift each other. By helping and boosting one another, we can elevate the business of interior design together! Hang around a bit and I’ll share all the business “secrets” no one else wants to talk about.
