How to Establish Trust and Build Good Relationships With Clients
Listening carefully, not overpromising and being transparent with homeowners can help your projects run more smoothly
Trust is important in any professional relationship. Home design and renovation pros need the trust of their clients to work effectively and complete standout renovation projects. And without good working relationships, issues are harder to resolve and miscommunications can turn into serious delays. Here, four pros on Houzz share what they do to build better relationships with homeowners, earn their trust and deliver great work. Read on to see their top tips.
Giving clients the right information upfront can calm their nerves and reassure them that they’re making the right decision to work with you. Some homeowners can be reluctant to trust easily and put their money, time and most prized possession in your hands. Clients are giving you full access to their homes, so take the lead, help them feel comfortable and always stay in contact.
Houzz Pro software has tools that make it easy to communicate with clients. You can add timelines, daily logs and important files to the client dashboard and send messages through the app.
Learn about Houzz Pro all-in-one business software
Houzz Pro software has tools that make it easy to communicate with clients. You can add timelines, daily logs and important files to the client dashboard and send messages through the app.
Learn about Houzz Pro all-in-one business software
Listen and observe
Whether you’ve been in business for a few years or two decades, each new client brings fresh challenges. Be sure to listen carefully and tune in to their requests, personality quirks and body language.
Take time to learn about who your clients are. Listen to their fears, what makes them excited and how they want their home to feel. “Pay close attention to those special things they really care about,” says Angel Riveros, designer at AIR Studio, a design studio in California. “Make them feel you are on their side, that you are there to support and make their dream space come true. If you build trust, no inconvenience will be too big to overcome.”
Whether you’ve been in business for a few years or two decades, each new client brings fresh challenges. Be sure to listen carefully and tune in to their requests, personality quirks and body language.
Take time to learn about who your clients are. Listen to their fears, what makes them excited and how they want their home to feel. “Pay close attention to those special things they really care about,” says Angel Riveros, designer at AIR Studio, a design studio in California. “Make them feel you are on their side, that you are there to support and make their dream space come true. If you build trust, no inconvenience will be too big to overcome.”
Be open and honest
Being truthful and forthright is one of the best ways to build a good relationship with clients and establish trust. “Transparency is key in building trust,” says Natasha Bishop, principal designer and owner of Bishop Design in Ohio, USA. When issues arise or you’re trying to convince clients to go a certain way, being upfront and sincere will make it easier for them to hear you out and agree to your suggestions. It will save you time, keep homeowners happy and help projects run more smoothly.
Being truthful and forthright is one of the best ways to build a good relationship with clients and establish trust. “Transparency is key in building trust,” says Natasha Bishop, principal designer and owner of Bishop Design in Ohio, USA. When issues arise or you’re trying to convince clients to go a certain way, being upfront and sincere will make it easier for them to hear you out and agree to your suggestions. It will save you time, keep homeowners happy and help projects run more smoothly.
In your discussions with clients, remind them that being on the same page will make things easier from start to finish. If you and your clients are at odds, chaos can ensue.
“Be specific and clear to your client about how important their trust, collaboration and commitment [are and] can benefit or sabotage their own agenda,” says Riveros.
“Be specific and clear to your client about how important their trust, collaboration and commitment [are and] can benefit or sabotage their own agenda,” says Riveros.
Don’t overpromise or oversell
The last thing homeowners need is to be sold a fantasy when they’re already investing a lot of money and have strong emotional ties to their home. Be truthful with what you say and present to clients. Always be realistic with them, even if it might hurt their feelings or ego. But always be kind and reasonable in your approach.
Ohio designer Daniel Russo has found success by laying everything out on the metaphorical table during meetings. “I set the expectation that we are currently working in complete and utter chaos during these exceptional times,” he says. “Most clients have listened to me and let me do my job. It is all about trust and relationship building.” Overselling yourself can backfire in a major way and betray your client’s trust.
The last thing homeowners need is to be sold a fantasy when they’re already investing a lot of money and have strong emotional ties to their home. Be truthful with what you say and present to clients. Always be realistic with them, even if it might hurt their feelings or ego. But always be kind and reasonable in your approach.
Ohio designer Daniel Russo has found success by laying everything out on the metaphorical table during meetings. “I set the expectation that we are currently working in complete and utter chaos during these exceptional times,” he says. “Most clients have listened to me and let me do my job. It is all about trust and relationship building.” Overselling yourself can backfire in a major way and betray your client’s trust.
Keep things professional
It’s easy to find yourself being friendly with clients. You’re in and out of their homes and spend hours talking, collaborating and creating their perfect space. But while your professional relationship can open the door to a friendship, be careful with crossing certain social boundaries.
“In our profession, during the rainy days, this can hurt more than help. Take into consideration the pressure, tension, time and money invested in any remodeling and construction project,” says Riveros.
“When we allow our relationship with our client [to] be too friendly, any inconvenience can be taken more personally and roles can be misinterpreted.” In these situations, disappointments or disagreements can be handled with emotions instead of reason. So, be friendly, but maintain a professional distance.
It’s easy to find yourself being friendly with clients. You’re in and out of their homes and spend hours talking, collaborating and creating their perfect space. But while your professional relationship can open the door to a friendship, be careful with crossing certain social boundaries.
“In our profession, during the rainy days, this can hurt more than help. Take into consideration the pressure, tension, time and money invested in any remodeling and construction project,” says Riveros.
“When we allow our relationship with our client [to] be too friendly, any inconvenience can be taken more personally and roles can be misinterpreted.” In these situations, disappointments or disagreements can be handled with emotions instead of reason. So, be friendly, but maintain a professional distance.
Your turn
How do you build trust with your clients and forge great working relationships? Tell us in the Comments below. And if you enjoyed this story, like it, save the images and join the conversation with other pros on Houzz.
More
Want more practical, professional advice? Here’s an article for the whole office: 5 Mistakes to Avoid When Having Your Projects Photographed
How do you build trust with your clients and forge great working relationships? Tell us in the Comments below. And if you enjoyed this story, like it, save the images and join the conversation with other pros on Houzz.
More
Want more practical, professional advice? Here’s an article for the whole office: 5 Mistakes to Avoid When Having Your Projects Photographed
Building trust with a client begins with your first interaction. Whether it’s through email, over the phone or in person, it’s important to make a good impression from the start. Most clients don’t have a solid understanding of design and construction, so being patient with them is key. Let them know you have good intentions and you’re there to guide them through their home project.
The designers at Doora Collective, an interior design firm in California, USA, walk homeowners through each step of the renovation process during their initial call. “We always talk about the client’s project – what they are looking to do and budget. We move into explaining our design services, process and pricing. From there we talk about timeline and what they can expect from us in each meeting,” says Antoinette Fargo, the company’s co-founder and creative director.