5 Helpful Ways to Persuade Clients to Go in a Different Direction
US pros share their best tips for helping homeowners shift their thinking, consider better options and push their limits
Kyle Troutman
26 July 2022
When homeowners are dead set on a particular paint colour, benchtop material, floor plan or design element, it can be hard to get them to consider other options. Helping clients see things from a different perspective can potentially save them from making a decision they may regret and allow you to give them the stellar home renovation they want. Seven US-based interior designers and builders on Houzz reveal how they try to redirect homeowners who may be going down what they feel is the wrong road. Take a look at their tips, then in the Comments tell us how you steer clients away from a decision that may not be in their best interests.
1. Make sure homeowners know your intentions
It’s important to win over clients and gain their trust at the very beginning. “When I first meet with a client, I listen to what they want and then I bring those requests back to my team and we create as many scenarios as we can to both satisfy and stretch the client’s expectations and vision,” says interior designer Thomas Burger.
When clients know that you’re on their team, they’re more willing to listen to your suggestions and concerns. “I believe you should always have the client’s best interest in mind,” says Burger. “Sometimes you must set your ego aside and listen to the client, then guide them to the best path.”
Learn about Houzz Pro all-in-one business software
It’s important to win over clients and gain their trust at the very beginning. “When I first meet with a client, I listen to what they want and then I bring those requests back to my team and we create as many scenarios as we can to both satisfy and stretch the client’s expectations and vision,” says interior designer Thomas Burger.
When clients know that you’re on their team, they’re more willing to listen to your suggestions and concerns. “I believe you should always have the client’s best interest in mind,” says Burger. “Sometimes you must set your ego aside and listen to the client, then guide them to the best path.”
Learn about Houzz Pro all-in-one business software
2. Don’t overload them with options
Make sure to keep your clients involved every step of the way. And when it comes to recommendations, give homeowners a few options and let them choose their favourite so they feel confident about the direction of their home project. Offering up too many options can backfire.
“During consultations, we discuss how we conduct our presentation of materials. I recommend showing up to three options maximum for all finishes and materials,” says interior designer Tamara Marie. “This is usually enough and not too much to overwhelm them, which means they feel as if they are part of the decision-making process, we make decisions more quickly, and it allows our team to manage through timelines and lead times.”
Make sure to keep your clients involved every step of the way. And when it comes to recommendations, give homeowners a few options and let them choose their favourite so they feel confident about the direction of their home project. Offering up too many options can backfire.
“During consultations, we discuss how we conduct our presentation of materials. I recommend showing up to three options maximum for all finishes and materials,” says interior designer Tamara Marie. “This is usually enough and not too much to overwhelm them, which means they feel as if they are part of the decision-making process, we make decisions more quickly, and it allows our team to manage through timelines and lead times.”
Houzz Pro software also has tools that make it easy to share your design ideas with clients. You can add inspiration photos, files, proposals and mood boards to the client dashboard and send messages through the app.
3. Speak up when something’s not right
Clients won’t always understand your vision for their home. And sometimes you won’t agree with their ideas. When this happens, refocus your energy on presenting alternatives that speak to their wants and needs. Even though clients have the final say, it’s important to speak up when you feel they’re making a decision they might regret.
Piña Home founder and CEO Cheryl Rosenberg recently encountered homeowners who were set on getting a blue-and-white kitchen that she felt didn’t mesh with the character of their home. To figure out a better direction for them, Rosenberg asked them questions about the house and what made them fall in love with it.
Clients won’t always understand your vision for their home. And sometimes you won’t agree with their ideas. When this happens, refocus your energy on presenting alternatives that speak to their wants and needs. Even though clients have the final say, it’s important to speak up when you feel they’re making a decision they might regret.
Piña Home founder and CEO Cheryl Rosenberg recently encountered homeowners who were set on getting a blue-and-white kitchen that she felt didn’t mesh with the character of their home. To figure out a better direction for them, Rosenberg asked them questions about the house and what made them fall in love with it.
“I asked them to let me play with it and come back to them with some ideas. My design incorporated a warm walnut top for the island and touches of soft green and honey in the splashback, and just seeing it put together helped open their minds to options they had never considered.”
When a client doesn’t respond well to a particular recommendation, it can help to go back to the drawing board. “Immediately suggest a different option using the client’s priorities as the turning point,” says home builder Chad Williams. Explain advantages and disadvantages and be specific when their selections don’t meet the budget or aren’t consistent with their style.
And in some cases, says Williams, you may need to just say no. This, however, should always be backed up by your expert knowledge of why you are unwilling to go in a particular direction with their home.
And in some cases, says Williams, you may need to just say no. This, however, should always be backed up by your expert knowledge of why you are unwilling to go in a particular direction with their home.
4. Expand their horizons
Getting clients out of their comfort zone can yield amazing results. It can expose them to styles they never thought they’d like or design elements that seemed out of reach.
“I’m always going to push their limits in regards to design, otherwise what’s the point of hiring a professional,” says interior designer Amanda George. “I discuss with them potential alternatives and compare the pros and cons of them all. When presenting alternatives, in most cases mood boards and samples suffice to get the point across.”
Getting clients out of their comfort zone can yield amazing results. It can expose them to styles they never thought they’d like or design elements that seemed out of reach.
“I’m always going to push their limits in regards to design, otherwise what’s the point of hiring a professional,” says interior designer Amanda George. “I discuss with them potential alternatives and compare the pros and cons of them all. When presenting alternatives, in most cases mood boards and samples suffice to get the point across.”
Encourage homeowners to try something new. “I compare the process to that of clothing shopping. You have no idea what will look good if you don’t try it on. At least if you try it on and still don’t like it, you’ve made an informed decision,” says Melissa Pollack, interior designer at Bespoke Decor. “Once they’re onboard with that approach, it’s easy to include samples they think are outside their comfort zone or tried to dismiss out of hand.” In the end, your client might be surprised at how good the finished product looks and give you well-deserved praise for it.
On the other hand, a fear of the unknown can be paralysing for some clients. “I like to ask about their fears. Why are you afraid to go in this direction,” says Jodi Gaines, founder and CEO of Land & Luxury Studio. “Once I know that reason, it’s simple to find a solution that eradicates that annoying emotion we all experience called fear.”
5. Play up your skills
When you want a client to look at something from a different perspective, it helps to use your unique experiences or background to your advantage.
“Since I am both a realtor and a designer, I use whatever data I have to back up my recommendations, including when a homeowner is wanting to go down the wrong path,” says Gaines. “A well-informed recommendation about impacts on resale value based on comps in their neighborhood is hard to argue” with, she says.
More
Want more helpful tips on running a business? Check out this story: Pros Reveal How They Save Time & Increase Productivity Each Week
When you want a client to look at something from a different perspective, it helps to use your unique experiences or background to your advantage.
“Since I am both a realtor and a designer, I use whatever data I have to back up my recommendations, including when a homeowner is wanting to go down the wrong path,” says Gaines. “A well-informed recommendation about impacts on resale value based on comps in their neighborhood is hard to argue” with, she says.
More
Want more helpful tips on running a business? Check out this story: Pros Reveal How They Save Time & Increase Productivity Each Week
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Sometimes it has to be done but it is a slippery slope. Often like pushing a rope. It puts you in a position of liability. Remember everything is evidence - be careful how you nudge them and how it would look in court if it blows up - even at no fault of yours.
And of course you can lead a horse to water but.... then you might just figure it is a bad fit and cut your loses and bow out.
I also am a Realtor and a Designer. I also make comments as you mentioned with regard to resale value. When I have a client that is choosing outdated or poor selections according to the character of the house I simply tell them I am here to help you protect your investment by choosing appealing products and time wise designs. It works every time.
Can you tell me the brand/source for the blue chairs in picture #3? I have seen these in other pictures on Houzz, I cant find the source.