Dear Dakota | Streamline the End of Renovation Projects and Increase Client Satisfaction
Dear Dakota,
Do you have tips for managing the not-quite-end of a renovation project? This is when things start to unravel. Clients get anxious and start to micromanage because they're exhausted and overwhelmed. It's not a pleasant experience for anyone involved
The phrase "It's always darkest before the dawn" feels very relevant here. Whether a renovation project is large or small, by the time you've completed most of the design work and are almost through the construction work, you and your clients are likely feeling a little run dry. Unplanned expenses, scope creep, decision fatigue—it's a lot, especially for a homeowner who has never gone through it before.
How you manage this final phase before the renovation is finished can greatly impact your clients' experience with your company and your future opportunities.
Here are some tips to streamline the end of a renovation project and leave your interior design clients feeling great about the process:
01 | Communicate Proactively and Often
At the start of a renovation project, when you are onboarding your construction design client, outline all the steps so your client knows what to expect. You know what's coming and what project phases are typically the most stressful for a client, so it's essential to provide a detailed roadmap up front so they know what to expect.
Your onboarding process should detail the typical project timeline, milestones or phases where things may feel more stressful/busy/quiet than others, what they can expect from their contractors at certain stages, and how you and your team will support them throughout the entire experience.
Remember: you have done this a million times (or at least more than your client has!). Your clients have NOT. Put yourself in their shoes.
As you approach the phases where it feels like things are either happening really fast or nothing is happening at all, but you know this is quite normal, regular project updates are crucial. We know you didn't sign up to be a therapist when you started your design business, but you know your role as an interior designer often includes calming your client's nerves and managing their expectations. They've trusted you to bring their vision to life, and it's your job to guide them smoothly to the finish line.
You may need to remind your clients, "Hey, remember how we talked about this in the very beginning? Well, we're about to approach one of the more stressful phases of the project. Here's what you can expect. Here's how change orders work. Here's how we'll support you. Here's what you don't need to worry about because we're handling it." You get the idea!
Now is the time to wrap them in support and let them know everything that’s happening is par for the course and you've got them!
02 | Reassure Your Interior Design Clients That Their Renovation Stress is NORMAL!
As the project nears completion, clients often experience anxiety. It's only natural that they feel stressed as the work comes to a close; they often can't visualize their completed renovation project like you can, especially when it seems there are a million small things that still need to be done.
More often, interior design clients begin to wonder, "Did I make the right choice? Will I like the result? What if I hate it?" and second-guess the entire project.
YOU know these feelings are normal, but they don't. It's your job as the interior design professional to reassure them and remind them that now is not the time to doubt the decisions made and that it's normal for them to feel anxious. Be upfront and assure them as you approach the end phase that feelings of stress and doubt may come up, and it's okay.
Preparing and educating them about what to expect should also help to reduce the number of questions and "emergency"emails they might have.
03 | Empathize and Show Your Appreciation
Sending a gift or a hand-written card during the most stressful phase of a renovation project is always a good idea. You can send your interior design clients a gift card, a bottle of wine, tickets to a show or local activity, or something that gets them out of the house so they can destress.
For example, if your client is doing a kitchen renovation, a restaurant gift card or a chef-prepared and delivered meal could offer a huge relief when they're wondering, "What do I make for dinner when we don't have a kitchen?"
TIP: Be sure to include a question in your onboarding question to find out what their favorite local restaurants are so you seem like a mind reader when you drop off a gift card to their favorite restaurant right at the point in their project where they feel like they can't take it any longer!
04 | Create a Detailed Punch List & Walkthrough Process
Preparing a project punch list is vital for successfully wrapping up a renovation project. A punch list ensures that no detail is overlooked, no matter how small, and lets the client know there is a formal process for getting everything done to the highest standards.
Conducting a final walkthrough with your client is another critical step (remember to inform them that these steps are in place for a reason). A walkthrough lets you and your client (and possibly their contractor) inspect the completed work closely, address any concerns, and suggest final adjustments. Project walk-throughs are your opportunity to reinforce the client's trust in your attention to detail and ensure everything is done to your standards.
A tried and true end of project process and clear communication throughout the final phase build confidence, as clients see firsthand you are dedicated to addressing every detail - even if the project is "done". You'll enhance client satisfaction and set the stage for positive referrals and repeat business.
Having a well-planned, clearly communicated, and proactive process for handling the end of a renovation project will not only save you time but also enhance your client's experience. This will ultimately lead to more referrals and positive testimonials to help grow your business.
More Resources for Interior Designers Who Are Involved In New Construction & Renovation Projects:
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