Trust,
Respect, Communication
Building
a healthy relationship with your interior designer
by Marla J. Ottenstein
Working with an interior designer
is parallel to flying. A designer, just like a pilot, is a highly trained
and knowledgeable professional with a level of expertise in their chosen
field. Trust and respect your designer and let them fly with the project.
Why hire a designer? An interior designer has the uncanny ability
to visualize the finished product and to articulate that vision to their
clients. They act as a guide through the process, “This is what
I envision and this is how we’re going to get there.”
“Designers are trained to focus on the client,” says
designer Peggy Oberlin of Agostino’s Design Group in Naples and
Bonita Springs. “As I become more in tune with my clients’
projects, the rapport automatically becomes easy and natural and I develop
an inherent understanding of their needs.”
Designers are qualified to methodically create appealing and functional
environments to suit their clients’ lifestyles and needs. Some design
services may include: consultation, creating drawings, documents and specifications
for permitting and project implementation, space allocation, project management
and installation, selection, specification and purchasing of fixtures,
furnishings, lighting and materials, designing and monitoring fabrication
of custom furnishings and built-ins and selecting the appropriate architectural
elements, to name a few.
The client/designer relationship starts from the first telephone
call.The initial meeting is a fact-finding mission for both parties to
see if this is the right talent, style and personality fit for the project.
For the client, the big question is: “Will my goals be achieved
by working with this designer?” For the designer, the question is:
“Will I be able to make this client happy?” If the chemistry
works from the start, the entire project usually goes smoothly.
The client should be prepared for this meeting with a list of questions
and expectations, specific likes and dislikes, color preferences and a
sense of what design style they favor. Photos and measurements of existing
furniture that need to be incorporated into the design need to be provided.
The designer should be prepared with a portfolio of recently completed
projects, a list of references, copies of their business license and resume,
answers to the anticipated frequently asked questions and a succinct explanation
of how the design process works. “If the prospective client doesn’t
ask questions, I’ll initiate them,” says Oberlin. “Because
the designer and client usually know in the first hour if the relationship
is going to work out, Agostino’s Design Group offers a free one-hour
consultation.”
Initially, the designer should help the client focus on their needs
and establish the parameters for the project. Questions might include:
Is this a first or second home? Children? How many? Pets? How often will
the guest suite be used? Do they entertain a lot? Do they cook? What is
their lifestyle? Are there any present or future physical health circumstances
to be taken into consider-ation? Security? High-tech lighting? Audio-visual
priori-ties? Custom built-ins?
Designers and clients alike agree that a healthy work-ing relationship,
with open lines of communication, is an essential ingredient for success.
It’s better to know what a client likes or doesn’t like up
front, rather than finding out after the fabric has been cut. A designer
is a profes-sional, not a mind reader. Don’t assume that he or she
knows what you’re thinking.
Don’t be shy! Be sure to discuss the various fee structures,
whether a flat fee, hourly or percentage of purchases, and to review procurement
mark-ups and billing and payment schedules. Ask for an explanation of
any applicable “extra” charges for change orders, cut charges
and restocking, CADD drawings, color renderings, proposals and presentations,
as well as charges for postage, travel, shopping trips, etc., how
unanticipated vendor price adjustments are handled and who is responsible,
project duration and any other potential situations that might arise.
The client needs to voice any concerns they may have, and if the fees
are to be negotiated, do it now, not after the contract has been drawn-up
and signed.
In the end, it’s not the designer’s ability or performance
that might be questioned, but rather a friction caused by a business misunderstanding
that should have been discussed in the beginning.
The dialogue about budgets can no longer be avoided. A good designer
should be able to estimate the budget based on the proposed scope of the
project, and explain to the client what they get in return for their investment
and how long the project should reasonably take to complete.The client
needs to be real-istic in their expectations. Working with an impossible
budget affects the integrity of the designer’s work, as well as
their creativity. If the client’s goals aren’t feasible with
the money allocated, the designer needs to say so. Remember, a $250,000
budget is not $250,000 in merchandise.
“The financial issues are just as important as the design
process,” says Oberlin. “If a client says ‘they don’t
have a budget,’ trust me, they have a number already in their head,
they just need someone to initiate the conversation. A good designer knows
exactly what someone should put into the property in order to have a good
return on their investment. The designers at Agostino’s are specifically
trained to analyze a client’s budget and the feasibility of the
project. ”
Put everything in writing! Once the decision to work together is
made, both parties should sign a written agreement that specifically outlines
all of the arrangements, services and expectations, fees and payment requirements.
Everything should be addressed in the contract. Don’t leave it up
to a “verbal agreement.” All future purchases and change orders
should also be approved in writing.
Presentations are usually made after the contract is signed and
a retainer has been received. A design presentation is the culmination
of hours of research, planning and designing based on a mutual and predetermined
understanding of the design concept and ultimate goal. A good designer
is open-minded and listens to their client, but at the same time, the
designer should keep the client focused and able to make decisions in
a timely manner.
A thorough presentation should include fabric and material swatches,
photos of proposed furniture, fixtures and art pieces, and a loose drawing
of the floor plan. The designer’s goal is to get the client to accept
the presentation with as few changes as possible, and for the project
to move to the next stage of placing the orders, confirming materials,
upholstery instructions, availability and projected delivery dates. Clients
need to be reminded that indecision costs time and money.
The order stage is a period of anticipation for the client. The
designer needs to be sensitive to this and keep the lines of communication
open. The simple act of returning calls and E-mails in a timely manner
goes a long way.
The designer should continue to communicate throughout the project
to ensure that the clients’ goals and objectives are being met.
Situations beyond anyone’s control will occur – clients will
change their minds and vendors might stop making a sofa – but it’s
important that both parties approach these glitches in a positive, proactive
manner.
“A designer needs to keep up the enthusiasm all the way until
the last picture is hung and the final accessory is purchased,”
says Oberlin. “When the project is done, I personally do a thorough
walk-through and detailed inventory with my clients to see ‘what’s
missing’ to complete the job. This guarantees that all of the client’s
needs have been met.”
Clients can choose to what degree they want to be involved, but
whatever that decision, the client and designer must communicate. The
client needs to be patient and not rush the design process by going shopping
on his or her own.The biggest “trust buster” is second-guessing
the professional! Remember, the process of accessorizing is calculated
and planned to fit the entire design process.
“The beauty of the designer/client relationship is that the
client always wins,” says Oberlin. “We are there to guide
them, give advice and offer opinions, but ultimately, they hold the trump
card and make the final decision. But, just like a good marriage, the
synergy and harmony develops as the relationship grows, and a good designer
will know exactly what will please their client.” Trust. Communication.
Respect. These three words sum up the foundation for a successful client/designer
relationship.
AGOSTINO’S
DESIGN GROUP
3066 North Tamiami Trail
Naples, FL
239 430-9108
www.agostinos.com
