Over the years, Urbanology Designs has won awards such as “Best Interior Design Firm” (Fort Worth Star-Telegram), been named among the “Top 25 Designers in Texas” (Amara Living), claimed the title of “Designer of the Year” for five consecutive years (2016-2020), and earned Best of Houzz 11 times. What’s behind these accolades?
Curtis says she owes her success to “hiring the most amazing talented designers” and “creating a really special team that’s full of energy and passion and who are really more like a family than a corporate environment.”
But she also swears by a certain philosophy of customer relationship management, or CRM: “If you really are to pull off a project successfully, especially in today’s world with everything that’s going on, you really have to under-promise and over-deliver at every single turn.” This has to do with people’s expectations, she explains. “What I have learned is that people live and die by their expectations. Our job is not just to create amazing spaces that are functional and beautiful, it’s also to manage what our clients expect.” Curtis says that for her business, the most difficult part is both managing a team and managing the clients to keep them happy.
Understanding your clients leads to gaining their trust, and communicating everything, even the bad stuff, helps maintain that trust, Curtis believes. Whether it’s a paint splatter, scratched floor or dented wall, she and her team ensure that the client is always up to date and realistic about the timeline. “I always tell my clients there’s going to be curveballs throughout the way. I’m never going to promise this flawless, perfect project. That doesn’t exist and that’s not the real world,” she says.
Curtis also urges budding designers to make empathy a part of their business. “There’s a huge component to the people side, the emotional side, the psychology of the human being in that persona that I think is really valuable to discover and understand,” she says. “Or else it’s going to blindside you.”
Curtis’ philosophy has paid off. Urbanology Designs has a five-star rating on Houzz and Facebook, and its online reviews include comments such as “truly the nicest people to work with” and “an absolutely fantastic experience.”