The Designer Client Relationship

Designiquette – preserving the designer-client relationship
You’ve fallen in love with English country style. Or with flea market finds artfully displayed in a Paris apartment. But then there’s that mod London flat that caught your eye...and the Thai teak bedstead that’s so romantic. You’ve got a stack of design magazines by your bed – every month there’s a new look you want to try. How can you realize your aspirations and maintain your sanity? You realize you need professional help, but that’s complicated too, isn’t it? 

Decorating a home is a demanding, time consuming, emotional and complicated process.  Surrounding yourself with a professional team is the best way to ensure you’ll wind up with the project you envision. To honour the client and designer relationship, here are some insights into “Designiquette”.

It takes a team – don’t go it alone
Recently, we were hired after a project was initiated and were dismayed that one of the large home’s four bedrooms had no windows and its ensuite could only be entered through a closet. While I’m not suggesting this is a typical experience of working with other important trades, I am saying that a large renovation project should be initiated with a complete team that includes the designer, architect and contractor; each professional with a unique perspective and roles which are not interchangeable. A client benefits most when these members are working harmoniously towards a common vision, so foster this cohesiveness through ongoing team meetings and clear communication.

Be clear about your expectations
State objectives such as allotted budget, desired time line and a clear description of your likes and dislikes at the outset of the project.  Determine a reasonable budget and share the information with your designer. If you have $10,000.00 to spend, say so.  This way the designer can recommend appropriate strategies to maximize your spending power.  It’s best to avoid spreading a small budget over several rooms as one finished room is much more satisfying than three rooms which are only just started.

Charging for professional services
Designers are not paid for their time; they are paid for their expertise. For the purposes of determining value, this expertise is quantified in increments of time – in other words, we charge by the hour.   A contract should spell out design fees in detail. Many firms charge a range of fees; one fee for the senior designer, another for junior designers and often a third fee for administration services. 

In addition to up front work such as onsite meetings, producing drawings, or selecting fabrics allow for “behind-the-scene” work. As an example: a client asked me about being billed 15 minutes to:  receive fabric for her sofa, determine it was the wrong fabric, phone the fabric company to arrange for the return of the wrong fabric and to acquire the correct fabric, phone the upholsterer to release his scheduled work, and notify her of the delay.  When I asked her, “Would it have been preferable for us to have sent the fabric directly to the upholsterer and allow him to cover the new sofa in the wrong fabric?” she understood perfectly.   This brings me to my next point….trust.

Building trust – it’s a two-way street
Like any intimate relationship (yes intimate, we know your sleeping, travel, shopping and partying habits), this partnership requires trust.  The client requires assurance that all project details are well in hand and the designer intends to fulfill on her promises.  The designer requires the authority to manage the project including trades and suppliers as experience deems wise.  Open communication is critical to everyone’s comfort so speak up the moment you feel something is amiss.  It’s likely there is a simple explanation.  On the other hand, if your concerns are not earnestly addressed, look for another designer. 

Trust is also fostered by a thorough contract, where project details – from billing structure to trade policies, supplier guarantees to work ethics, design discounts to dispute resolutions - are spelled out.  If you are not clear on any aspect of the contract, ask more questions and get clarification in writing.

The disagreement – or designers are not marriage counselors
Here comes the disagreement - She wants wood floors and he wants stone.  Two pairs of eyes fixate on you, daring you to disagree.   The successful completion of any design project calls for continued compromise.  Try to cultivate collaboration at the outset by reaching some decisions in advance of the design-build process. One way for couples to reach agreement is to compare inspiration photos; images of rooms or ideas that each loves.  Review the photos and determine common denominators – perhaps you both like dark wood, pale colours and colour photography. Couples who ease through a renovation project are flexible; allowing a fair number of “wins” for each person.

Interior design may look easy – it’s not. 
Ever waited in vain for the air conditioner repairman to arrive or had difficulty reaching a live customer service rep when your automated blinds got stuck in the down position? Then you understand the kinds of stress a design professional deals with daily.  We often walk a tight-rope between our clients’ needs and the limitations of ordinary people (AKA trades and suppliers).  The steps leading to a humble pillow illustrate my point:

Multiply these organizational tasks exponentially for more complex items such as…let’s face it; everything is more complicated than a pillow!

Keep your perspective – and your sense of humour