4 Topics to Cover With Potential Customers to Screen for Fit
A focused initial conversation can help you quickly determine which clients and projects make sense for you to tackle
To run your design business as efficiently and profitably as possible, it’s important to take on projects and customers that are a good fit. It’s also useful to determine as quickly as possible whether a project is a match, so no one wastes their time.
We asked pros who run their own businesses what they cover in the initial conversation with a potential client. Read on for their tips and then share your own in the Comments.
We asked pros who run their own businesses what they cover in the initial conversation with a potential client. Read on for their tips and then share your own in the Comments.
2. Bring Up Budget
While it might be tempting to dance around the issue of a client’s budget early in the relationship, kitchen and bath remodeler Jared Lewis of Lewis Design-Build-Remodel in Scotts Valley, California, says that’s a mistake.
“You have to make sure a client’s expectations are realistic,” he says. “If they want a high-end kitchen remodel for $25,000, it’s important to let them know that’s not going to work, or you’re really just wasting their time and yours.”
Lewis suggests charging potential clients for a detailed estimate as a way to screen their commitment level. “If they’re willing to shell out some money for a detailed estimate, you know they’re not just kicking tires and are serious about going forward with a project.”
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While it might be tempting to dance around the issue of a client’s budget early in the relationship, kitchen and bath remodeler Jared Lewis of Lewis Design-Build-Remodel in Scotts Valley, California, says that’s a mistake.
“You have to make sure a client’s expectations are realistic,” he says. “If they want a high-end kitchen remodel for $25,000, it’s important to let them know that’s not going to work, or you’re really just wasting their time and yours.”
Lewis suggests charging potential clients for a detailed estimate as a way to screen their commitment level. “If they’re willing to shell out some money for a detailed estimate, you know they’re not just kicking tires and are serious about going forward with a project.”
Learn about Houzz Pro business software
3. Speak About Style
Project style should be discussed during the initial conversation, says designer Jena Bula of Delphinium Design in Charlotte, North Carolina.
“I encourage potential clients to look through all of my project photos to get a better idea of my design aesthetic,” Bula says. “No matter the style, my projects tend to be bright, cheerful and functional. If a potential client really wants a dark, moody space, we might not be the best fit.
“It’s OK to say no to a project,” Bula adds. If you say yes with heavy reservations about the appropriateness of your services for this person, “you’re really doing a disservice to you and the client.”
As you work with a potential new client to come up with a design plan, you can use Houzz Pro to share photos and files and send proposals, mood boards and more. Houzz Pro helps you track communication so both you and the client have a central record of what’s been discussed.
Project style should be discussed during the initial conversation, says designer Jena Bula of Delphinium Design in Charlotte, North Carolina.
“I encourage potential clients to look through all of my project photos to get a better idea of my design aesthetic,” Bula says. “No matter the style, my projects tend to be bright, cheerful and functional. If a potential client really wants a dark, moody space, we might not be the best fit.
“It’s OK to say no to a project,” Bula adds. If you say yes with heavy reservations about the appropriateness of your services for this person, “you’re really doing a disservice to you and the client.”
As you work with a potential new client to come up with a design plan, you can use Houzz Pro to share photos and files and send proposals, mood boards and more. Houzz Pro helps you track communication so both you and the client have a central record of what’s been discussed.
4. Pick Up on Personality
Paying close attention to a potential client’s personality is a great way to filter out people who might not be a fit, says home builder Anne Higuera of Ventana Construction in Seattle.
“The biggest thing I’m listening for during an initial phone call with a client is whether they have a friendly approach and a sense of humor,” Higuera says. “The world is not a perfect place and neither is construction. Problems or setbacks might happen, and I want to work with a client who understands that and will be able to handle issues that arise with a collaborative team spirit.”
Discussing how clients prefer to communicate (in person or by phone call, text or email) and how often (daily, weekly or as needed) can provide a key insight into the future working relationship and whether it will be a good match, Higuera says.
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Paying close attention to a potential client’s personality is a great way to filter out people who might not be a fit, says home builder Anne Higuera of Ventana Construction in Seattle.
“The biggest thing I’m listening for during an initial phone call with a client is whether they have a friendly approach and a sense of humor,” Higuera says. “The world is not a perfect place and neither is construction. Problems or setbacks might happen, and I want to work with a client who understands that and will be able to handle issues that arise with a collaborative team spirit.”
Discussing how clients prefer to communicate (in person or by phone call, text or email) and how often (daily, weekly or as needed) can provide a key insight into the future working relationship and whether it will be a good match, Higuera says.
More for Pros on Houzz
Read more stories for pros
Learn about Houzz Pro software
Talk with your peers in the Pro-to-Pro discussions
Join the Houzz Trade Program
The most important information to ascertain in the initial contact is the potential client’s desired timeline, says Brooklyn, New York, designer Julia Mack.
“When do they want the project to start? When do they need it to finish?” Mack says. “I try to avoid taking on too many small projects with tight timelines, because it’s not going to make anyone happy if we have to rush a project or continually extend deadlines.”
It’s important to really listen to potential clients and their needs during the initial consultation, Mack says. “Being a designer can sometimes feel like being a psychiatrist. You have to keep an ear out for red flags,” she says. “A large remodel can be a stressful process, so I want to make sure that our timelines and expectations match. And if they don’t, I’m more than happy to recommend another designer to them from the Houzz directory.”
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