Sanity Savers: How to Help Clients Survive a Reno or Redesign
Renovating or building can be a testing time for clients – here, 3 professionals reveal how to alleviate their stress
From decision-making fatigue to the exhaustion of living in a building site, renovating or building a home can be a stressful time for clients. Fortunately, there are ways you can help – here, three design professionals share the strategies they use to keep clients calm and reassured from the start to the end of a project.
Design fatigue is fairly common among clients, particularly towards the end of a project, says Sophie Kost, lead designer at My Beautiful Abode. It’s hardly surprising, she says. “For many people, undertaking a major renovation or building a new home is something they will only do once in their lives. And if they’re the owner-builder, they’ve no doubt had a million and one decisions to make during the process.”
“The excitement of the start of the project is long gone, the marathon end is in sight, and they just want to move in,” says Kost.
A client’s living conditions during the build or reno can also take their toll, she says; “Often, people are living in a transition space and are partially packed to move in, so they are experiencing additional stresses.”
A client’s living conditions during the build or reno can also take their toll, she says; “Often, people are living in a transition space and are partially packed to move in, so they are experiencing additional stresses.”
But it’s not only at the end of a job when a client’s stress levels can soar – they can find the start of a project, when they’re thrust into a new world of design speak and decision-making, just as stressful. And the inevitable waiting time for things to get moving on a job, when plans and drawings need to be finalised and trades booked, particularly if it’s something they have never experienced before, can compound their frustration.
Learn about Houzz Pro all-in-one business software
Learn about Houzz Pro all-in-one business software
“Clients often get impatient waiting for a design to be created,” says Jacque Yates principal designer at Three Little Pigs Colour & Design. “They love all the concepts and initial imagery but they want it finished before it’s started – the time lag when we don’t have a lot to show for the hours spent on a project, which is the time we spend drawing, reworking layouts and coming up with solutions.”
“To alleviate this, we email clients weekly with what we’ve been working on and some product ideas and items to keep them excited and in the loop.
“We need them to know they aren’t forgotten. I also mention this in my contract and upfront – that the design time is when they don’t see a lot of us as we have our heads down drawing and coming up with designs and layouts,” she says.
“We need them to know they aren’t forgotten. I also mention this in my contract and upfront – that the design time is when they don’t see a lot of us as we have our heads down drawing and coming up with designs and layouts,” she says.
Using Houzz Pro can streamline the time-consuming process of creating mood boards and sourcing and saving product images. “Being able to do mood boards on Houzz Pro and have items collated together makes things much easier for us, while the Product Clipper tool saves so much time finding furniture and fittings, and saving all the information. With everything we do, it’s always about saving time for us and the client,” says Yates.
Kost concurs, adding; “I use Houzz Pro for all my proposals. These proposals have images and details of the selections, which helps my clients see the end results.”
“The other time in a project that clients can find frustrating is when construction starts,” says Yates. “This stage can sometimes feel like it’s taking forever, so again, we stay in constant contact with them, advising them about trades and what the plan is.
“When clients receive weekly email updates, it puts their mind to rest and they know that work is going on behind the scenes,” she says.
“When clients receive weekly email updates, it puts their mind to rest and they know that work is going on behind the scenes,” she says.
Be sure to keep those communications short and to the point and don’t overwhelm the client with too much detail, says Tennille Joy, creative director at Tennille Joy Interiors, who also sends weekly reports to her clients.
“Clients can easily get decision fatigue. For this reason, keep information clear and simple so they’re not inundated with too many details. As an interior designer, I see my job as to make the design process easier for them.”
“Clients can easily get decision fatigue. For this reason, keep information clear and simple so they’re not inundated with too many details. As an interior designer, I see my job as to make the design process easier for them.”
Advance problem-solving is another good skill to develop when you’re dealing with clients, says Yates. “We endeavour to stay on the front foot and solve any problems before they arise,” she says. “There are always situations that occur when you’re building or renovating, which is something we advise clients at the start of a project. But at the same time, we see it as our job is to find effective solutions and take the burden and worry from them.
“I constantly refer back to my contract about our processes and where we are in the 15 steps of working that we have set up. I also find it helpful to have 3D modelling to show clients as it helps them visualise the end result,” she says.
“I constantly refer back to my contract about our processes and where we are in the 15 steps of working that we have set up. I also find it helpful to have 3D modelling to show clients as it helps them visualise the end result,” she says.
Also be meticulous with your record keeping advises Kost. “Stay organised and keep records of all your selections for a project. Your client can then refer to these records if they’ve forgotten a particular colour, finish or piece of furniture that has been chosen or if they find themselves querying an item that has arrived on-site or been installed,” she says.
Living through a dusty, noisy renovation is likely to test the nerves of even the most even-tempered of clients. For this reason, Joy recommends that all her clients move out and find alternative accommodation before work on their property begins, regardless of the scale of the renovation.
“In theory, staying on-site through a renovation might sound bearable. But the reality is very different – think camping in dust and cooking dinner on the barbecue every night. A client’s frustrations with their living conditions can really have an effect on the whole morale of the project,” she says.
“In theory, staying on-site through a renovation might sound bearable. But the reality is very different – think camping in dust and cooking dinner on the barbecue every night. A client’s frustrations with their living conditions can really have an effect on the whole morale of the project,” she says.
There are the obvious practical advantages to the client moving out too; “If the house is vacant, trades can come in early and get the job done much quicker and more easily,” says Joy.
An efficient and smooth-running renovation with great communication along the way – what more could you or the client ask for?
Your turn
How do you minimise client stress and exhaustion at the tail end of a project? Tell us in the Comments below.
More
Want more expert insights from fellow pros? Don’t miss this story: 6 Must-Have Features to Include on Your Website
An efficient and smooth-running renovation with great communication along the way – what more could you or the client ask for?
Your turn
How do you minimise client stress and exhaustion at the tail end of a project? Tell us in the Comments below.
More
Want more expert insights from fellow pros? Don’t miss this story: 6 Must-Have Features to Include on Your Website