10 Ways Pros Manage Supply Chain Delays With Clients
Home design and remodeling professionals share their best practices for keeping projects — and homeowners — on track
Experiencing at least one delay or other issue during a home renovation project is to be expected even in the best of times. But in the past few years global supply chain issues have been a different order of magnitude, disrupting project timelines and frustrating clients in a major way.
Here, architects, interior designers, contractors and landscape design professionals on Houzz share 10 of their best tips for managing supply chain woes, project delays and anxious clients. Read their advice, then tell us in the Comments your best practices for navigating interruptions and the new norm of supply issues.
Here, architects, interior designers, contractors and landscape design professionals on Houzz share 10 of their best tips for managing supply chain woes, project delays and anxious clients. Read their advice, then tell us in the Comments your best practices for navigating interruptions and the new norm of supply issues.
Antoinette Fargo, cofounder and creative director of Doora Collective, talks with homeowners about supply chain issues on day one. “It is a big issue, and we have to normalize it from the beginning or they will be upset,” she says. “If we tell them to … expect there will be issues, they will understand.”
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2. Don’t Burst the Homeowner’s Creative Bubble Too Soon
While clients need hard facts, make sure you’re not shooting down their creative ideas too soon. It’s critical to be honest and set clear expectations about the unexpected, but be careful how you burst their bubble when it comes to product selections or design elements that might cause serious delays. “Allow your clients to let out some of that built-up excitement about their vision before bringing them back to earth. Remember, we are talking about their dream space,” says Angel Riveros, a designer at AIR Studio. “Being optimistic, empathetic, supportive and honest is a good way to counterweight complications along the way.
“Be a good listener, allow your clients to express their wishes, dreams and expectations first,” Riveros adds. “Even though as professionals we can easily spot possible deadline issues, wait until the end of the first meeting or meetings to make a reasonable point about it.”
While clients need hard facts, make sure you’re not shooting down their creative ideas too soon. It’s critical to be honest and set clear expectations about the unexpected, but be careful how you burst their bubble when it comes to product selections or design elements that might cause serious delays. “Allow your clients to let out some of that built-up excitement about their vision before bringing them back to earth. Remember, we are talking about their dream space,” says Angel Riveros, a designer at AIR Studio. “Being optimistic, empathetic, supportive and honest is a good way to counterweight complications along the way.
“Be a good listener, allow your clients to express their wishes, dreams and expectations first,” Riveros adds. “Even though as professionals we can easily spot possible deadline issues, wait until the end of the first meeting or meetings to make a reasonable point about it.”
3. Let the Client Decide: In Stock vs. Long Lead Time
Having to wait for the finishes, products and materials that homeowners want the most is common, but when long lead times and supply availability issues start to severely impact the project’s ability to stay in motion, you’ve got to change your approach. “We also try to pick items that are in stock or close to [it]. If we know there might be an issue, we select an alternative just in case,” Fargo says. “We also remind clients that sometimes items really are worth the wait if you love it.”
Having to wait for the finishes, products and materials that homeowners want the most is common, but when long lead times and supply availability issues start to severely impact the project’s ability to stay in motion, you’ve got to change your approach. “We also try to pick items that are in stock or close to [it]. If we know there might be an issue, we select an alternative just in case,” Fargo says. “We also remind clients that sometimes items really are worth the wait if you love it.”
Give homeowners the power to select an in-stock option with a shorter lead time or wait for something better. “In some specific instances, clients will need to make decisions quickly, but they rely on our expertise to advise about which items need to be obtained first to meet stage deadlines,” Riveros says. “Those other items that are highly desired but not vital for the project, the client will have to earn some patience points and wait for the good.”
Making tough decisions like these will help set clear expectations and let clients see firsthand how global supply issues can affect their home project.
Making tough decisions like these will help set clear expectations and let clients see firsthand how global supply issues can affect their home project.
4. Stay on Top of Vendors
It’s important to regularly keep track of your orders to ensure that products arrive on schedule. If you find they’re delayed or no longer in stock, you can quickly inform your clients and help them manage their expectations and frustrations. “The first, most important task for us is to continuously communicate with our vendors [and] keep abreast of the lead times for products and how those lead times vary from vendor to vendor,” says Cynthia Peralta-Brito, owner of CPB Designs. “This enables us to inform our clients during the initial design phases of current timelines.”
It’s important to regularly keep track of your orders to ensure that products arrive on schedule. If you find they’re delayed or no longer in stock, you can quickly inform your clients and help them manage their expectations and frustrations. “The first, most important task for us is to continuously communicate with our vendors [and] keep abreast of the lead times for products and how those lead times vary from vendor to vendor,” says Cynthia Peralta-Brito, owner of CPB Designs. “This enables us to inform our clients during the initial design phases of current timelines.”
5. Contact Clients Regularly
Consistently provide clients with updates on project milestones and what’s on the horizon. “Having an open line of communication is key, and being direct with all of the details of a project, including schedules or timelines, from the onset is important,” Peralta-Brito says. Keeping clients informed can help keep them happy and feeling like they’re part of the team.
Consistently provide clients with updates on project milestones and what’s on the horizon. “Having an open line of communication is key, and being direct with all of the details of a project, including schedules or timelines, from the onset is important,” Peralta-Brito says. Keeping clients informed can help keep them happy and feeling like they’re part of the team.
Sometimes homeowners can be in a bad mood for different reasons during a home remodel. But when delays or supply chain issues get in the way, let them know that you’re there to find a fix. “When clients do get upset, we remind them that we will do whatever we can to reselect or make it right. Our clients always know we have their best interest in mind,” Fargo says. “We really have to remind them that it is happening worldwide.”
It can be frustrating for homeowners when there are interruptions, so optimize communication with clients and vendors to keep things on track.
Houzz Pro can help you streamline your communications with homeowners, stay organized and manage every part of your project.
It can be frustrating for homeowners when there are interruptions, so optimize communication with clients and vendors to keep things on track.
Houzz Pro can help you streamline your communications with homeowners, stay organized and manage every part of your project.
6. Don’t Sugarcoat the Issues
When it’s time to tell homeowners that a delay has occurred or a favorite product won’t be available for months, give it to them straight and with kindness. They need to know exactly what’s happening with their home project, so be honest with them.
“No sugarcoating! I find clients prefer honesty even in hard conversations over fluffing or overpromising and then not delivering,” Peralta-Brito says.
When it’s time to tell homeowners that a delay has occurred or a favorite product won’t be available for months, give it to them straight and with kindness. They need to know exactly what’s happening with their home project, so be honest with them.
“No sugarcoating! I find clients prefer honesty even in hard conversations over fluffing or overpromising and then not delivering,” Peralta-Brito says.
“I explain that delays can come from several sources, starting with [home]owner-initiated changes after the start of construction, supply chain-related shortages of materials, inspections by local building authorities and availability of labor,” architect John Barie says.
Try not to make a big deal of issues when they arise. Your reaction can determine how clients respond.
How to Handle Clients When They’re Upset, Unruly or Unreasonable
Try not to make a big deal of issues when they arise. Your reaction can determine how clients respond.
How to Handle Clients When They’re Upset, Unruly or Unreasonable
7. Manage Your Emotions and Frustrations
Just as homeowners are encouraged to manage their anger and frustration during a project, pros should do the same. “Learning to ebb and flow while maintaining a positive, calm attitude better helps the process in finding solutions to problems and turning a possible renovation nightmare into a beautiful work of living art,” Peralta-Brito says.
When projects details, delays and mishaps start to overwhelm you, remember the words of wisdom you’ve shared with clients when they’ve become heated. Take a breath, figure out what the problem is and come up with a solution.
Pros Use These 10 Self-Care Tips to Stay Balanced and Strong
Just as homeowners are encouraged to manage their anger and frustration during a project, pros should do the same. “Learning to ebb and flow while maintaining a positive, calm attitude better helps the process in finding solutions to problems and turning a possible renovation nightmare into a beautiful work of living art,” Peralta-Brito says.
When projects details, delays and mishaps start to overwhelm you, remember the words of wisdom you’ve shared with clients when they’ve become heated. Take a breath, figure out what the problem is and come up with a solution.
Pros Use These 10 Self-Care Tips to Stay Balanced and Strong
8. When Clients Get Anxious, Give Them Your Attention
Sometimes homeowners can get crabby along the way, especially during delays or when the project is at a standstill. When they’re feeling irritable, give them a little face time, a task to complete or a decision to make. “Of course, when designing homes, there is a lot of emotion tied into the space. So when frustrations or disappointment comes with delays, we try to remind them that all good things are worth the wait,” Bishop says. “Revisiting design concept and approved design plans helps clients visualize what we are waiting for.”
Sometimes homeowners can get crabby along the way, especially during delays or when the project is at a standstill. When they’re feeling irritable, give them a little face time, a task to complete or a decision to make. “Of course, when designing homes, there is a lot of emotion tied into the space. So when frustrations or disappointment comes with delays, we try to remind them that all good things are worth the wait,” Bishop says. “Revisiting design concept and approved design plans helps clients visualize what we are waiting for.”
Rafael Davila of Nova Design Builders, says that clients often start feeling anxious or frustrated near the end of a project. “This is handled by explaining in depth the project schedule and sharing as much as we can to them, so they are involved in the process,” he says. “Involving the client in the decision-making also makes them feel part of the rush at the end of the project.” Give clients an extra push as they reach the finish line on their home project.
9. Stay Abreast of Industry Happenings
Being current on industry news and happenings can help you stay one step ahead of the game. Davila says that regulatory setbacks, plan reviews, manufacturing issues, labor shortages and material availability are the most common reasons for home remodeling delays.
Fargo shares her industry knowledge when speaking with clients about the current realities of homebuilding and design. “I talk about the current economy causing extensive cost and shipping increases, shipping delays, damaged items, sudden delay extensions and suddenly discontinued items,” she says. Staying on top of trade news and trends can help you provide your clients with the best experience possible.
Being current on industry news and happenings can help you stay one step ahead of the game. Davila says that regulatory setbacks, plan reviews, manufacturing issues, labor shortages and material availability are the most common reasons for home remodeling delays.
Fargo shares her industry knowledge when speaking with clients about the current realities of homebuilding and design. “I talk about the current economy causing extensive cost and shipping increases, shipping delays, damaged items, sudden delay extensions and suddenly discontinued items,” she says. Staying on top of trade news and trends can help you provide your clients with the best experience possible.
10. Have Plans A, B and C
Homeowners put a lot of trust in you to help them realize the home of their dreams. Make sure you’re being the professional they need by always thinking ahead and planning for inevitable delays. “Be strategic. Take a moment and identify early in the project those critical items that could push or hold progress,” Riveros says. “It is better to put to the test our skills of problem-solving, activate plan B or C, and offer a little empathy.”
When all else fails, refocus the client’s attention on how the finished product will look. “I let them know that down the road they will not focus so much on how long it took, but rather the great outcome, which is everything,” says Shelly Ann Abbott, owner of Landscape Design West.
Homeowners put a lot of trust in you to help them realize the home of their dreams. Make sure you’re being the professional they need by always thinking ahead and planning for inevitable delays. “Be strategic. Take a moment and identify early in the project those critical items that could push or hold progress,” Riveros says. “It is better to put to the test our skills of problem-solving, activate plan B or C, and offer a little empathy.”
When all else fails, refocus the client’s attention on how the finished product will look. “I let them know that down the road they will not focus so much on how long it took, but rather the great outcome, which is everything,” says Shelly Ann Abbott, owner of Landscape Design West.
Tell us: How have you managed supply chain issues with clients? Share in the Comments.
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Take time at the beginning of a home project to make sure clients understand how delays and supply chain issues can affect the progress of their renovation.
Owner and principal architect Natasha Bishop of Bishop Design says her firm discusses the possibility of delays during the consultation-and-discovery phase. “We want to set expectations of the market and the nature of business early, so the client feels familiar with the chance of various unforeseen circumstances before they ever pop up,” Bishop says.