Top 10 Personal Touches to Build Client Relationships
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An interior design project is quite the journey, and just like a road trip, the people you travel with can make all the difference in the experience–for both you, the designer, and your clients! For many, making such a large investment and entrusting their home to someone is a huge leap of faith. So, although you have plenty on your plate, exceptional service doesn’t overlook that element of empathy and warmth. This human connection not only smooths out any bumps in the road but also makes the whole journey more fun and rewarding. Here are our top tips for building and nurturing your client relationships!
1. Begin with a Thorough Questionnaire
Start by getting to know your clients deeply. A comprehensive questionnaire can be your best friend here. Ask about their special needs, family members' hobbies and passions, sentimental items they want to incorporate, and more. This helps in designing a space that truly reflects their personalities and shows that you care about the details that make their house a home.
2. Celebrate Milestones with Thoughtful Gifts
Everyone loves a little surprise, especially when there’s a personal touch. Send small, meaningful gifts at different stages of the project. A welcome gift when you start working together, a special gift at project completion – like a commissioned watercolor painting of their new home – and even something small during major holidays (check out our gift guide here!). These gestures speak volumes about your appreciation for them.
3. Keep the Communication Flowing
Consistent updates are key. Weekly or biweekly email updates let your clients always feel in the loop. This transparency builds trust and keeps excitement alive. Plus, it prevents any misunderstandings or surprises down the line.
4. Bring On the Collaboration
Encourage a collaborative design process. Always welcome their input or feedback. Use tools like a shared Pinterest board where clients can add their own inspirations and ideas. This kind of involvement ensures the final design truly reflects their vision. It’s their space, after all!
5. Small Talk for a Big Impact
Keep a client profile cheat sheet on hand for meetings. This cheat sheet should include relevant information about your clients, allowing you and your team to engage in thoughtful, personalized chit-chat. A couple of minutes of genuine conversation about their favorite hobby or their latest family adventure can go a long way in building rapport.
6. Personalize Your Email Templates
Templates are super helpful, but avoid going overboard on generic emails that were obviously copy-pasted. Tailor your communications to each client. Mention specific details about their project or something personal they’ve shared. This shows that you’re not just another service provider but someone who genuinely cares about their needs and preferences.
7. Engage on Social Media
Engage with your clients on social media. Reply to their comments, share their progress photos if they’re comfortable with it, and celebrate their milestones publicly. This not only strengthens your relationship but also highlights your dedication to your clients to potential new clients.
8. Go on Design Outings Together
If it fits within your scope of work and labor budget, join your clients on outings to sit on furniture or choose decor. These joint activities can be fun and incredibly insightful, giving you a better understanding of their preferences and comfort.
9. Offer Discounts on Future Projects
Show your appreciation for repeat clients or referrals by offering discounts on future projects. This not only encourages loyalty but also makes clients feel valued and recognized for their continued trust in your work.
10. Ongoing Greetings
The project might be over, but your relationship doesn’t have to be. Send continued greeting cards even after the project is done. Whether it’s for their birthdays, anniversaries, or just to check in, these small touches help you stay top of mind and show that you haven’t forgotten about them.
Building and maintaining strong client relationships is about much more than just delivering great design work. It’s about creating a personalized experience that makes clients feel valued and appreciated. From the initial questionnaire to continued greetings long after the project is completed, these small but thoughtful touches can make a world of difference!
xx, Danae