5 of the Most Effective Ways to Keep Customers Happy
Pros on Houzz share their best advice for establishing a trusting relationship between you and your clients
Renovations can be costly, long and disruptive, so it’s no wonder clients can sometimes feel apprehensive and anxious about the progress of a project. Keeping the process on schedule, maintaining the quality of the design and workmanship, and tracking the budget are all essential for ensuring a stress-free project, but communication skills are also vital if you want your client to feel satisfied throughout. Here, professionals on Houzz share their proven tips for keeping customers happy.
2. Outline a Clear Plan From the Start
For Beth Grace of Start With Art Interiors, the best way to keep clients happy is to outline every step of the process in the initial consultation and proposal. This will get your relationship off on the right foot and establish a feeling of trust.
“Being clear from the beginning avoids any sort of misunderstanding,” Eude says.
Provide as much detail as possible so they know what to expect at each stage of the process. It’s also a good idea to lay out the possible pitfalls ahead of time, as well as things they can do themselves to ensure a smooth-running project.
How to Establish Trust and Build Good Relationships With Clients
For Beth Grace of Start With Art Interiors, the best way to keep clients happy is to outline every step of the process in the initial consultation and proposal. This will get your relationship off on the right foot and establish a feeling of trust.
“Being clear from the beginning avoids any sort of misunderstanding,” Eude says.
Provide as much detail as possible so they know what to expect at each stage of the process. It’s also a good idea to lay out the possible pitfalls ahead of time, as well as things they can do themselves to ensure a smooth-running project.
How to Establish Trust and Build Good Relationships With Clients
3. Use Technology to Keep Clients Informed
Online software provides an efficient way of communicating with customers so they always feel on top of things during the whole renovation process. For a comprehensive way of sharing information, try Houzz Pro’s Client Dashboard. All information about the project will be stored on the dashboard and clients can access the information whenever they like.
Learn about Houzz Pro all-in-one business software
Online software provides an efficient way of communicating with customers so they always feel on top of things during the whole renovation process. For a comprehensive way of sharing information, try Houzz Pro’s Client Dashboard. All information about the project will be stored on the dashboard and clients can access the information whenever they like.
Learn about Houzz Pro all-in-one business software
4. Be Open, Even When Things Go Wrong
Sharing good news with customers is easy, but what if things aren’t going according to plan? Well, it’s just as important to share that too.
“The best way to keep your clients happy is by always being transparent with them, even when things are not going the way you anticipated,” says interior designer Ann Cope.
Interior designer Lindsey Higgins says: “One of my company values is all about being open and real. So if I sense a client is unhappy or feeling the pressure of their build, I check in specifically and ask. It’s much better to address something than leave it. That way, clients often get the reassurance they need. Address it and overcome it is my motto.”
5 Ways to Prepare First-Time Remodelers Before Work Begins
Sharing good news with customers is easy, but what if things aren’t going according to plan? Well, it’s just as important to share that too.
“The best way to keep your clients happy is by always being transparent with them, even when things are not going the way you anticipated,” says interior designer Ann Cope.
Interior designer Lindsey Higgins says: “One of my company values is all about being open and real. So if I sense a client is unhappy or feeling the pressure of their build, I check in specifically and ask. It’s much better to address something than leave it. That way, clients often get the reassurance they need. Address it and overcome it is my motto.”
5 Ways to Prepare First-Time Remodelers Before Work Begins
5. Take the Stress Off Their Shoulders
A remodeling project can be hugely stressful for homeowners, and one of the reasons they hire a professional is to take some of that stress away. So it’s important they feel they can trust your judgment throughout the project.
“Most clients want you to be in control of the whole process, bringing them some peace of mind,” says Sebastian Salas Canitrot of Sebastian Salas Studio.
Eude recommends an “organized, structured and timely approach to the project to demonstrate that everything is under control.”
“Turn up when you say you will,” says garden landscape designer Sam Selby. “Meet your anticipated time frames and keep them in the loop throughout the process.”
Your turn: What have you found works for keeping clients happy? Share your tips in the Comments.
More for Pros on Houzz
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Learn about Houzz Pro software
Talk with your peers in pro-to-pro discussions
Join the Houzz Trade Program
A remodeling project can be hugely stressful for homeowners, and one of the reasons they hire a professional is to take some of that stress away. So it’s important they feel they can trust your judgment throughout the project.
“Most clients want you to be in control of the whole process, bringing them some peace of mind,” says Sebastian Salas Canitrot of Sebastian Salas Studio.
Eude recommends an “organized, structured and timely approach to the project to demonstrate that everything is under control.”
“Turn up when you say you will,” says garden landscape designer Sam Selby. “Meet your anticipated time frames and keep them in the loop throughout the process.”
Your turn: What have you found works for keeping clients happy? Share your tips in the Comments.
More for Pros on Houzz
Read more stories for pros
Browse millions of photos for inspiration
Learn about Houzz Pro software
Talk with your peers in pro-to-pro discussions
Join the Houzz Trade Program
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The relationship with your client is a two-way process. They are looking to you for guidance, but they also want to be involved. After all, it’s their home being renovated so it’s important you listen to their needs.
“I spend a lot of time at first understanding who they are, their story and their requirements to ensure this is reflected in the design recommendation,” Alexandra Eude of Belle & Cosy says. “I think it’s a true collaboration — even if I often make them step out of their comfort zone — but always remain open to them pushing back.”
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