5 Ways to Optimise Your Virtual Consultations With Clients
Design pros reveal how they prepare ahead of time to get the most from their online meetings with clients
Georgia Madden
10 August 2021
In a world where tech reigns supreme and Covid-19 restrictions have made face-to-face meetings increasingly difficult to organise, online consultations are the new norm for many businesses. “In times like these when lockdowns and restrictions are preventing many professionals from travelling to clients’ homes for meetings, having the ability to do virtual consultations gives you flexibility,” says Alexa Hodgson, client success sales manager at Houzz. “It also opens the door to having more consultations with potential clients as you are saving time not having to drive across town to different locations.”
Sophie Kost, lead designer at My Beautiful Abode
But communicating with clients behind a screen and getting a feel for what they want to achieve with their project is quite a different experience from doing so in person, and often requires a tailored approach. We recently spoke with pros about how they get the most from their online meetings with clients.
“The past year and a half have had me on a steep learning curve about new communication styles,” says Sophie Kost, lead designer at My Beautiful Abode. “As much as I love a good email or text, stepping up and becoming comfortable with the video format has been an important way to work when in and out of lockdowns and the restrictions that follow. Without meeting with clients virtually, many of my projects in the design phase would come to a standstill.”
But communicating with clients behind a screen and getting a feel for what they want to achieve with their project is quite a different experience from doing so in person, and often requires a tailored approach. We recently spoke with pros about how they get the most from their online meetings with clients.
“The past year and a half have had me on a steep learning curve about new communication styles,” says Sophie Kost, lead designer at My Beautiful Abode. “As much as I love a good email or text, stepping up and becoming comfortable with the video format has been an important way to work when in and out of lockdowns and the restrictions that follow. Without meeting with clients virtually, many of my projects in the design phase would come to a standstill.”
Kristin Stojcevski, interior designer and owner at Rocco Revolution
“Pre-Covid, our virtual consultations were reserved for e-decorating and interstate clients only,” says Kristin Stojcevski, interior designer and owner of Rocco Revolution. “But over the past 18 months or so, we’ve integrated virtual meetings into our design process. This has enabled us to maintain consistent communication no matter what the current restrictions are.”
“While virtual consultations will never be on a par with a face-to-face meeting, with some preparation they can be very productive,” says Kost.
“Pre-Covid, our virtual consultations were reserved for e-decorating and interstate clients only,” says Kristin Stojcevski, interior designer and owner of Rocco Revolution. “But over the past 18 months or so, we’ve integrated virtual meetings into our design process. This has enabled us to maintain consistent communication no matter what the current restrictions are.”
“While virtual consultations will never be on a par with a face-to-face meeting, with some preparation they can be very productive,” says Kost.
1. Get the client to do a little prep
“Prior to a meeting, I send my clients a cheat sheet on how to prepare for working with a designer,” says Kost. “I encourage them to think about the results they wish to achieve, and this thought process helps them get ready to dive into the project with me.”
“Prior to a meeting, I send my clients a cheat sheet on how to prepare for working with a designer,” says Kost. “I encourage them to think about the results they wish to achieve, and this thought process helps them get ready to dive into the project with me.”
“While this cheat sheet helps my clients prepare, it also helps bring clarity to the project. The more aligned my clients and I are with the outcome, the better we will work together. My design process is a partnership with my clients, which shouldn’t be diminished by transitioning to virtual meetings,” says Kost.
“I’ve really enjoyed the transition to working virtually and will continue to have it as part of my process,” says Kost. “For example, I have a meeting later today via a video call to review the samples that I have left with my clients to view over a couple of days. During the meeting we will review my recommendations and be able to move the project ahead.
“If we were trying to re-book a face-to-face meeting, it would have had to be delayed for a week or so before our schedules worked. Virtual meetings are a real time saver and help keep projects like this ticking along,” she says.
“If we were trying to re-book a face-to-face meeting, it would have had to be delayed for a week or so before our schedules worked. Virtual meetings are a real time saver and help keep projects like this ticking along,” she says.
2. Set up ahead of time
“The way I make a virtual meeting work for me is all about how I set it up,” says Kost. “For an initial consultation, I will share my screen as I talk my clients through images that are designed to inspire them.
“For a review meeting, I will have sent samples of my recommendations to my clients so they can see them in real life, have the tactile experience and see how the colours and materials work in the space. My clients can then give feedback on what they think of the selections,” she says.
“The way I make a virtual meeting work for me is all about how I set it up,” says Kost. “For an initial consultation, I will share my screen as I talk my clients through images that are designed to inspire them.
“For a review meeting, I will have sent samples of my recommendations to my clients so they can see them in real life, have the tactile experience and see how the colours and materials work in the space. My clients can then give feedback on what they think of the selections,” she says.
3. Prepare an agenda
“To get the most out of our virtual consultations, our calendar invite includes a list of items that will be covered,” says Stojcevski. “Not only does this help the client to prepare but it also gives us an agenda to stick to.
“Then, during the meeting, we like to share our screen and go over plans and any other documentation, prior to sending it to the client. We find that this helps them better understand what we are proposing for their project,” she says.
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“To get the most out of our virtual consultations, our calendar invite includes a list of items that will be covered,” says Stojcevski. “Not only does this help the client to prepare but it also gives us an agenda to stick to.
“Then, during the meeting, we like to share our screen and go over plans and any other documentation, prior to sending it to the client. We find that this helps them better understand what we are proposing for their project,” she says.
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4. Gather as much information as you can
“It goes without saying that if my clients have working drawings that I can work from, then I will request a copy,” says Kost. “But sometimes we might only have a rough plan from the real estate campaign. While this can help with broad design ideas, I will be keen to have my own set of dimensions as soon as possible.
“Past experience has shown the plans from promotional material can have doors and windows in the wrong locations, misleading room sizes and generally should only be used for broad concepts and not fine detail,” she says.
“It goes without saying that if my clients have working drawings that I can work from, then I will request a copy,” says Kost. “But sometimes we might only have a rough plan from the real estate campaign. While this can help with broad design ideas, I will be keen to have my own set of dimensions as soon as possible.
“Past experience has shown the plans from promotional material can have doors and windows in the wrong locations, misleading room sizes and generally should only be used for broad concepts and not fine detail,” she says.
5. Let clients know you do online consultations
With Houzz Pro business management software, you can promote your virtual consultation service right on your Houzz profile. This can save you time answering inquiries, while promoting this additional aspect of your business.
“My Houzz profile is flagged as having virtual meetings as an option,” says Kost. “Houzz Pro software lets prospective clients know that we offer this service, which is great,” says Stojcevski.
With Houzz Pro business management software, you can promote your virtual consultation service right on your Houzz profile. This can save you time answering inquiries, while promoting this additional aspect of your business.
“My Houzz profile is flagged as having virtual meetings as an option,” says Kost. “Houzz Pro software lets prospective clients know that we offer this service, which is great,” says Stojcevski.
With Houzz Pro, you can also schedule and host video meetings without the need to download or install any other video software. And you can do this anywhere, regardless of whether you’re working from home or the office.
“Houzz Pro gives you the ability to link calendars, allowing homeowners to schedule meetings with you virtually,” says Hodgson. “Another upside to sharing your calendar with the homeowner is that it eliminates the back and forth of scheduling over the phone or email. Plus, you can specify when you are available, putting you more in control of your time.
“There is also an option to make the virtual consultation paid or unpaid, which allows you to make it clear that your time is valuable and that you are serious about the meeting,” she says.
“Houzz Pro gives you the ability to link calendars, allowing homeowners to schedule meetings with you virtually,” says Hodgson. “Another upside to sharing your calendar with the homeowner is that it eliminates the back and forth of scheduling over the phone or email. Plus, you can specify when you are available, putting you more in control of your time.
“There is also an option to make the virtual consultation paid or unpaid, which allows you to make it clear that your time is valuable and that you are serious about the meeting,” she says.
Your turn
How do you get the most from your virtual meetings? Tell us in the Comments below. And remember to like this story, share it, save the images, and join the conversation.
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Read more stories for pros
How do you get the most from your virtual meetings? Tell us in the Comments below. And remember to like this story, share it, save the images, and join the conversation.
More
Read more stories for pros
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There is no doubt that Covid has changed the way we live and work. Post covid we are all spending majority of our time at home, and there has been such a need to create living spaces that allow for multiple function use. So many of my clients have used this time at home to really think about what changes they might like to implement and what works for them and doesn't. As a design team, we've been able to use this time effectively to really understanding what it is they would like to change and how to help them create a home and not just a house. Initial questionnaires have helped get an understanding of the project as do video interface meetings. Past the initial consultation and a Draft Design Concept I will always offer the client an additional Mood Board Video Consult to workshop together. We can then review this in real time and off-sets the back and forth post consult. We also find the best designs are ones that combine a design flair with the character of the people that live there to reflect who they are.
Last year I have worked 100% remotely with my clients all across the globe. It is a great tool and I encourage designers to take advantage of this momentum.