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What are a designer’s responsibilities on a job?
Through the years I always felt that they are
- Give the client the best possible design I can produce
- A sense at presentation of exactly what we are giving them
- Full disclosure of all prices at time of presentation
- Professional Billing process
- That at the conclusion of a job the clients are getting exactly what we presented, there are no surprises
I am not sure this is viable anymore; I am finding clients want a less structured and a more evolving process. In the past they have come to us in part for our organized and professional process and now I don’t believe that is true. It makes me question if we are out of step.
How do you work with your clients?
If you work similar to the way I do are you seeing the change in how your clients want to work with you?
#1 by Luciane on March 18, 2011 - 1:20 pm
What I think it’s happening is that nowadays the clients are more informed than before. They are not only “influenced” by magazines (which sometimes can be not too personal), and they are more informed with all kinds of interior design blogs and tv shows. They see more, so they want more.
As everything in this world, the more we see, the more we know, but many times we just “know” the “outside lines” of it. Interior design is more profound than many people actually know and understand. So, it’s difficult when clients come to you and have so many imputes but at the same time has no “clue” on what really would work on their homes. There more info out there, but not all true and knowledgeable. That’s where the problems starts.
Have a blessed weekend, Vicente.
Luciane at HomeBunch.com
#2 by Hannah on March 18, 2011 - 5:06 pm
I’m wondering also if it has something to do with our age of instant communication. Previously, you’d set up a meeting, or several. At their home, at your studio, very structured. Then all would be done and you would present. Now folks want to know what’s going on at every second, constant streams of communication back and forth. They think of something at midnight and email you, and expect a response back very quickly.
#3 by Renee on March 18, 2011 - 5:51 pm
Yes, the public is far more sophisticated compared to 20 years ago! My ways of working have always been based on the evolution of ideas and getting to know the client over a period of time. Like doing a painting, at the beginning I sometimes have no idea what it will end up looking like until I get into the process. For the client, it’s a discovery process of who they are and what they want, which is a very exciting adventure and education! I remember reading that Frank Lloyd Wright always kept his eraser handy and wasn’t afraid to make changes mid-stream. I think that some clients prefer your method, Vincent. Others want the longer, drawn-out involvement. It’s important to discuss all this very clearly with the clients up front and see what they would prefer. Either way, you’re right about the fact that no one likes surprises. Costs and changes have to be fully understood and agreed upon. I agree, because of the increased sophistication, clients want to be more personally involved in the creative process. AND, with the recent economic changes, they want to be more in control monetarily!
#4 by Gary Nelling on March 18, 2011 - 7:24 pm
Vicente – I agree the others. The abundance of “do-it-yourself” information from Home Depot to HGTV, the new austerity and smart-phone communication inclines people to ask for various levels of help rather than full services. But there is a glut of information out there today, and only some of is good. So this process only works for me with clients that are well informed, really engaged and who trust me as a mentor. For these clients, I provide a master plan into which they can plug certain choices or changes. Creative, informed clients want to put their own stamp on the results, which is reasonable. I think the best outcomes occur when clients accept full services, but sometimes they are happier with various types of collaboration. – Gary
#5 by Design Elements on March 18, 2011 - 8:32 pm
I agree with the previous comments especially with Gary…a glut of information out there today…some of is good. So many choices today. More is actually less (the paradox of choice).
#6 by Kristin on March 18, 2011 - 10:03 pm
For us, our presentations are so much more wavy gravy than even two or three years ago. Clients ‘get it’. We communicate a lot via email, and initial budgets change based on the real quotes that we get. Real prices are provided, and commissions are scrutinized much more because unfortunately the information that used to be privileged trade information is much more highly accessible. =(
#7 by Gretchen on March 19, 2011 - 5:30 pm
As “the client” I have been absorbed in watching design work on tv, in magazines, books. I look at some rooms and even though beautifully designed would eliminate a half dozen things that make no sense to me on a form or function level.Too much stuff. My eye continually edits until I can say now it’s perfect for me. So I cannot imagine having a designer that did not get my input. There are so many things I don’t want to keep looking at. They are really distracting.
What I love about Vicente’s designs is that he did that job for me. I look around and everything fits, makes sense. Nothing frivolous. Form and function and beauty all there. Plus there is space in every design. That space allows me to really breath and relax and feast my eyes on what is actually there without interference.I don’t know how he does it!
#8 by scone on March 21, 2011 - 2:31 pm
A little flexibility doesn’t hurt. For example, the other day I interviewed 2 landscaping subs.
Candidate #1 was an “arborist” who interrupted me constantly, used technical terms he knew I wouldn’t know (and then condescendingly explained them to me as if I were a child), tried to expand the scope of work far beyond what I originally indicated, tried to override my express wishes to avoid using herbicides, said he would try to get me a proposal “soon,” and wasn’t sure exactly when he could start the work. His attitude was “I’m the expert, you’ll do what I want, on my schedule, at my price.”
Candidate #2 listened carefully to what I wanted, told me what he could do and how he would do it, answered all my questions politely, gave me a competitive estimate on the spot, and said he could get started the next day. His attitude was “you’re the boss, and here’s how I can accommodate you.”
Of course, candidate #2 got the job, and it turned out well– no disasters, no extras, no b.s. He’s earned a place in my posse, for sure.
#9 by Irene Turner on March 21, 2011 - 3:30 pm
Yes Vincente, I do believe the times are a changing, and will keep on for some time. Besides the glut of information which gives a client a sense of what’s possible and what they want before we get there, it is also a new economy.
And, even the luxury client (which they now call the affluent customer) is much more savvy and dollar conscious. They’ll spend it, but they want to know on what, the options and they weigh it much more then they ever did. This creates that back an forth, and the constant following of our process. I don’t think the dust has settled from all the changes that have been taking place and I think there are more to come. In the meantime, it will be our job to service our clients in the way in which they are the most comfortable…and we need to keep up with these changes as well. After all, we are to young to become obsolete!
Thanks for a thought provoking question Vincente
#10 by Valerie Wills on March 21, 2011 - 4:07 pm
I totally agree. Nowadays my clients are emailing me, texting me, sending photos or links and wanting to do things themselves. It’s been such a learning curve for me!
#11 by Claudia Juestel on March 22, 2011 - 5:11 am
I feel that your responsibilities listed are still very valid Vicente. Excellence, professionalism, integrity and transparency will never go out of style. But our industry has certainly changed tremendously. ☺ Clients these days have access to an immense amount of information. Although it can broaden their aesthetic and open them up to new possibilities, it does not necessarily provide in-depth knowledge. It can actually be overwhelming and confusing at times. It is our job as professionals to help them decipher and make good use of the information, and as a result the relationship does have a tendency to become more collaborative. Also clients want to know that we provide a good value, which does not necessarily mean that everything needs to be a deal, but that the service and result were worth their investment.
I have never had an issue with a more evolving process, as our work varies and is more based on the clients’ personalities than my own aesthetic. It is about elevating their own style. So the more I get to know them the more bespoke and representative of their individuality the finished interior will be. It certainly is a process, but an enjoyable one with great clients. I feel that trust has become more important than ever.
#12 by Kelly Fannon on March 22, 2011 - 6:28 pm
Those are very good questions and reflects the changes we are all experiencing. I agree with all the comments, we are all adapting to the changes: the economy and and the huge amount of information out there today, at all levels of the market. I feel flexibility and collaboration is the key working with clients today, frustrating as it can be, to keep the relationship with the client. What we do provide in these changing and challenging times is the education, training and experience of professional designers. For example, never have I had a client, with all the information today, get the lighting right. Other matters such as proportions will be wrong, and scale of furniture to space, placement and sense of history, etc. There is still a need for us, but we have to be flexible.
#13 by melissa lee on March 23, 2011 - 10:21 pm
I am not a designer and am now buying a house with my new partner…
I look forward to buying with him and decorating the new house…
We both have time and money to do it and I look forward to this new adventure…
I will be going to Round Top and other venues..
I could not imagine having some one else do this process for me…
It took me 10 years to find an irish cabinet that would have cost me 10 thousand dollars and I waited until I found it for 2… Now, that is how patient I am… I am sure that is even under the wholesale cost… I just love the process and of course I have the time element to do all of this and the love of it and the love of beautiful things…
It must be very hard on designers these days and maybe it would be in your best interest to let the client in more on the process.. I know if I hired a designer I would want to be an active part of the process… What that means I am sure is different for every one…
xxoo
Melissa
#14 by kathleen monarch on March 24, 2011 - 4:19 am
Bravo to Kelly Fannon…so true and so well said.