Kitchen & Bath Business July/August 2024 - 8

INDUS TR Y
CHALLENGE S
Character Building
Managing your reputation through project hurdles
WE'VE ALL BEEN THERE. We've seen the red
fl ags about a client or a project from the beginning,
but we put on blinders and justify taking the project.
We then kick ourselves when our perceptions
come to fruition and reality sets in that the project
has turned into a nightmare. But how do we handle
these touchy and sensitive situations when our
reputation and business are on the line?
PRIORITIZE YOUR PROFESSION
First, designers need to be reminded that although
they are in a service-based industry, they
deserve to be treated with respect, no matter the
circumstance. Sometimes clients fail to see a
designer's value, and because there's a fi nancial
transaction involved, a designer can become a
client's personal punching bag. Th ere should never
be a time when a client, contractor or trade is
disrespectful of a designer or business and the
value they bring to the jobsite. Designers tend
to go above and beyond in these situations, because
they want their reputation maintained to
garner referrals. Unfortunately, clients can take
advantage of this, and it's important to know
what boundaries should be established moving
forward.
EXPECTATIONS ALLEVIATE ANXIETIES
Design projects can be a huge investment, and
a client can become overly invested in not only
the fi nancials but the details and deliverables set
forth for the project. Sometimes these expectations
set by a client don't align with a company's
business model. A business may fall short on
how to facilitate a successful project after those
red fl ags are run up the fl agpole and are waving
fl agrantly in the wind.
First, managing client expectations from the
beginning is imperative. Th en, committing to
communication throughout the design and install
process will create trust with a client, which
allows them to feel comfortable addressing any
disappointments. Ideally, these conversations
happen throughout the evolution of a project,
so items can be addressed and corrected ac8
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JULY-AUGUST 2024
cordingly, rather than at the end of a project when the remedies can be
far more costly. A designer's reputation will be based on how they meet
expectations, and for them to control that narrative, they need to set those
expectations from the beginning.
" A designer's reputation will be based on
how they meet expectations, and for them to
control that narrative, they need to set those
expectations from the beginning. "
BEING PREEMPTIVE WILL PREVAIL
No project will ever go fl awlessly, so designers need to be preemptive in their
" what-if " scenarios. Th is may require selecting a backup material to avoid a
backorder or discontinued product. It may also mean doing due diligence in
confi rming that all the trades are up to the speed with the most up-to-date
plans. Th is gives a designer validity in wanting the same goal as the client,
which is to make them happy. A happy client at the end of project means a
high potential for referrals. Now, because of the high likelihood of an issue
arising, a professional reputation may be relying on how we address the
problem directly. Th e best way to handle any project challenge is to follow
two simple steps before ever bringing the problem to a client's radar.
1. Articulate the Problem to Clients Using Vocabulary Th ey Understand.
Sometimes clients can feel overwhelmed and anxious throughout
a project and don't feel comfortable asking questions. Or perhaps there's
an ego involved, and they don't want to admit they don't understand.
Either way, having a concise and easy-to-understand explanation of the
issue can mitigate any unease about the unknown.
2. Research & Immediately Provide Two Solutions. Th is gives the client
control over how to remedy the issue and feel engaged in the process. And
you, as their advocate, are abreast of the situation and have gone above
and beyond to try and fi x it. In turn, their appreciation for you during
a diffi cult time will be rewarded in the end. A designer should never
address an issue without a resolution.
Your reputation can carry weight in an industry where much of your success
is based on referrals and projects that create amazing portfolio pieces. We
always want to keep in mind that it's not " if " a project will have a problem but
more likely " when " the problem will arise. How you handle the situation - in
a controlled and calm manner - can alleviate the angst surrounding it. Th is
will provide a stronger relationship with your clients and more referrals.
By Elizabeth P. Lord, CMKBD, CLIPP,
Principal Designer of Elizabeth P. Lord Residential Design LLC,
elizabethplord.com
http://www.elizabethplord.com
Kitchen & Bath Business July/August 2024

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