Today we met with a client about their bathroom remodel about the design of the backsplash for their vanities. Before we went to the meeting, Erin and I talked about what often happens with clients. Managing expectations is a vital part of our role.

What do you think is the actual underlying issue? What we’ve discovered over the years is that most clients struggle with change.

I heard a great story a few months ago about one designer that tells his clients that he is “unavailable” during the painting process and the reason is that they will “freak out” and they need to wait until it is finished before calling. I’ve actually had that happen before, too.

What I do is prepare the client for the project and let them know that they are seeing a work-in-progress and that they will be nervous until the room is complete. I explain that what happens is that they are focusing on the part that is changing, and that once everything is complete, their focus will be on the “big picture” and not the elements that changed.

Another statement I save until midway through the project is that they need to trust me. Usually by this time, they do, but they do need to hear it from me. Once they are reassured, it is important to remind them that the result will be beautiful. Share your enthusiasm for the results until this point.

Another very important time in the project is after each phase is done, it is important to “admire” how beautiful the room is. “Don’t you just love it? It looks amazing.” The client needs reassurance that they made the right decision and that you love it. They always look to you as the designer to tell them that they made the right choice.

Most clients hire us because they don’t have the vision or ability to imagine what it will look like, and it is always a shock. I often tell my clients that it turned out even better than I imagined. Then you can ask them what they love most about it.

When the client is the happiest is the perfect time to ask for a referral or a testimonial. Don’t be shy about this. You are actually confirming the positive feelings that the clients have about you and your design work, and they will be delighted to help you especially if you offer to write it for them using the words they just shared with you.

It is important to do this on every job because the process can be anguishing and frustrating until it is done. This is a very important time psychologically for the client because you are reinforcing your value.

We are most effective with our clients when we understand that our role is to understand our clients, interpret their deepest dreams and wishes and create a masterpiece that expresses their innermost soul.

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