How to Wow Your Interior Design Clients
We all want our interior design clients to love us and spread the word on how great our business is. And the good news is that it really takes just small efforts to create a business that wows clients and that in turn, helps client retention, smoother projects, greater client loyalty, more referrals, and helps you stand out from the competition. Plus clients want to know they’re an integral part of your business and you appreciate their patronage.
Be Impeccable with Your Word
The most important part in wowing clients is always doing what you say. Deliver on your promises. This is being punctual, being honest, keeping good communications with clients, getting them the quotes or invoice on time as promised. Run your business with integrity and demostrate transparency in your business. Wowing clients isn’t about big gestures, its the small details that will impress them more.
Be Courteous and Conscientious
Humans love when you pay attention and notice something that the majority of people do not. We like to be seen and understood. Remember the smaller details of their life - did they mention their kid had an upcoming performance - ask about it next time you see them. Did their MIL have a recent health scare? Did their spouse get a promotion at work? Take the time to inquire or comment appropriately.
By tuning into who your clients are outside your business relationship - in a small way - you will also be in the position to notice how you can improve their project. This allows you to see an opportunity to create a deeper working relationship and level of service. Maybe your client mentions that their mother may be moving in to help with the children and your next meeting you come with a couple of ideas for how to rework their guest bedroom. This is about looking for opportunities to be of greater service (and maybe expand your scope of work.)
Do Something Unexpected
People love small surprises and this is often an easy way to wow clients, it could be a bottle of champagne when they sign the contract or a handwritten note. Maybe you compile a house binder of how to care for their new furnishings and present that at the end of the project. It could be a simple end-of-project gift. I always think you should send birthday cards or anniversary cards to clients and if you are mid-project when the date arrives, you could also consider a small gift or charity donation.
Keep Cool & Calm
There will be shit that hits the fan during every project - it could be your doing or not - but it will happen. It’s important that you maintain a clear head and become a master problem-solver during this time. This is what clients will remember. You don’t want to be too cool - where clients feel that you’re not motivated to resolve the issue, but you also don’t want to send everyone into a panic either. This is your time to captain the ship and get everyone to the final destination. Don’t sink the ship.
Be Charitable
More and more people are looking to businesses that are socially conscious. Clients like to know that their money is helping do good. This could be that your business participates in community involvement - park cleanups or soup kitchens, for example. Maybe you donate a portion of your sales to help a charitable organization. It can also seep into the businesses you choose to do business with - like small artisans or environmentally-friendly manufacturers. And if you are doing these things, be sure to mention it on your website or in your client welcome packet.
Wowing Your Clients Isn’t
Wowing interior design clients isn’t about giving away hours or discounting your rates. You’re not running a charity and you deserve to be paid fairly for your involvement in the project. Most of the time, when you do these things for clients, they aren’t as appreciative as designers hope. In fact, it creates more entitlement and devalues your contribution in their eyes. What seems like a nice gesture most often backfires and creates resentment.
What do you do to wow clients?
