How to Use Loom in your Interior Design Process to Enhance Client Experience
One of my favorite ways to elevate the client experience for interior designers and wedding planners is to incorporate video into the process when communicating big ideas. If you’re a client of mine or have ever emailed me or purchased from me, you’ve definitely already experienced my love for video messaging.
Now, before you get scared thinking about filming yourself and creating high quality videos, I’m talking about using a simple screen recording software where you don’t even have to be on the screen. You can simply record what’s happening on your computer while talking through it and then share the URL with clients or employees.
The screen recording software I use and love for my business is called Loom. It’s also what I recommend to my designers for various aspects of their business: their client experience process, their design process, and their backend internal processes to communicate with and provide support to their clients and team. In this post I’ll also share some examples of how you can use screen recording software and videos in your design process to elevate your client experience.
The benefits of using video in your process as an interior designer
In addition to being quick to set up and having an intuitive interface, using software like Loom in your business is beneficial for both your client-facing processes and your backend internal processes.
VIDEO MESSAGES SAVE TIME
First, we can talk so much faster than we can type. Second, our brains can process visual information 60,000 times faster than text. Third, people remember information better when it’s watched and heard versus reading a message because our brain’s processing power is 50% dedicated to visual input. (Loom)
Another time-saving benefit is by sharing information ahead of time with video messages, you and your team can jump right in during meetings to share ideas, review plans, and determine the next steps.
Video messages let you say more in less time so you can get back to the work you love.
VIDEO MESSAGES ADD AN UNEXPECTED AND PERSONAL TOUCH
I’ve seen time and time again how Loom adds an unexpected element and extra level of personal touch to emails I send out. As a luxury service provider, how you communicate with your clients is instrumental to providing a great client experience, and using video is sure to impress.
You can also stay connected by sending videos to your team to celebrate big wins or milestones. This is especially helpful if your team works remotely.
VIDEO MESSAGES ALLOW YOU TO SHARE KNOWLEDGE AND TRAIN YOUR TEAM
The designers I work with use Loom to explain their creative ideas so their clients can understand the vision behind their interior design plan. Loom also allows them the opportunity to show their clients how to use project software so they know exactly how to communicate, submit approvals, make payments, and schedule meetings.
In addition to sharing knowledge with clients, video software allows you to provide on-demand resources and training for your team. You can create a Training Library for your employees to reduce the number of 1:1 meetings and save them from spending endless time searching for information or learning how to do something on their own. By keeping all of your training videos in one place so all of your team can access them, you’ll spend less time explaining the same process over and over to multiple team members. Click here for the top processes you need in your design business.
VIDEO MESSAGES LET YOU PROVIDE AND COLLECT CONSTRUCTIVE FEEDBACK
When mistakes are made, and you want to provide direct feedback to your team, you can use Loom to record yourself walking through how to fix the mistake and how to prevent it in the future. What may come off harsh in an email comes across as friendly and constructive in a video walk-through.
You can also use Loom to instruct clients on how you’d like them to provide feedback on their design. Creating a Loom video to show them exactly how to use your software and what to include when they leave feedback cuts down on client confusion and reduces your time in answering questions. And bonus: it’s also another opportunity for you to remind them of your timeline for requesting feedback, but in a gentle way.
VIDEO CAN HELP INTERIOR DESIGN CLIENTS GET TO KNOW YOUR TEAM BEFORE THEY EVEN START WITH YOU
Record short videos of each team member introducing themselves and sharing about their role in the company. If done professionally, these videos can also be used on your website or in your welcome materials. This is great for the know, like, and trust factor that is so important in the design and wedding industry.
VIDEO MESSAGES ELEVATE YOUR CLIENT EXPERIENCE
Loom is instrumental in my business for enhancing and streamlining the client experience–from first inquiry all the way to delivery and post-project support. I use it when someone inquires on my website, in my onboarding process, in my presentation process, in my review and audit process, and throughout the support phase. I use it with my 1:1 clients and with customers who purchase templates and done-for-you resources from my Design Library.
For our clients who use video software in their inquiry phase, it adds an effective, unexpected, and elevated touch to the entire process and helps clients feel like they know them before they start working together. This means by the time a potential client has gotten on the phone with them, they already feel a connection, so sales calls become more like connection calls. Read my tips here for making sales calls easy.
When my designers and wedding planners send design presentations with videos, I’ve seen it have a huge impact on their client’s experience while also benefiting the business owner in so many ways. If you send presentations via email with a PDF or link, it can leave clients with a lackluster experience as well as a lot of questions about the design. When clients are confused, they definitely won’t be sold on the design, and this means MORE REVISIONS!
When you use video to present your design and explain the reasoning behind your selections and they’re so perfect for your client and their project, you’ll create an experience for your clients that is personalized and professional and leaves you with fewer revisions and fewer questions to answer.
HERE ARE SOME ADDITIONAL IDEAS FOR INCORPORATING VIDEO MESSAGES INTO YOUR INTERIOR DESIGN PROCESS
During the inquiry phase, you can add a video to your form submission page so that once someone submits an inquiry on your website, they’re shown a video of you thanking them for inquiring
During the proposal phase, you can send a video along with the contract walking your clients through the proposal to help you sell without being in the room
In your onboarding process, you can use videos either as a general welcome message to new interior design clients, or as a personalized welcome message to new clients
In your onboarding process, you can show clients how to approve designs and make payments (you’d embed these videos in your welcome guide)
In your design process, you can record your virtual presentation to explain your design and empower clients to provide feedback within your timeline
In your support phase or quiet phase, you can use video to provide on-demand resources and tips for clients that might be helpful while they’re waiting or once you’re wrapped up
MY TIPS FOR USING LOOM IN YOUR INTERIOR DESIGN BUSINESS
Try to keep each video around five minutes. It’s better to have ten short videos than one 50-minute training video.
Upload a professional headshot to your account so you have the option of using your profile picture rather than having your camera on when you’re recording videos.
Have a naming system so videos are easy to find and share. I like to name them Client Name | Content of Video (Example: Dakota Design Co | Honeybook Walkthrough or Dakota Design Co | Welcome Video, etc.).
You can add a thumbnail image with your logo so every video feels on brand.
Always do a quick listen before sending the video to make sure the sound works.
Use them as evergreen resources throughout your process to show clients how to use software, approve designs, request revisions, make payments, and more. Create them once, and use them forever!
Sign up for a free trial here if you don’t already have an account.
If you’d like specific examples of how you can use Loom videos in your design process, add your name below. See my video ideas for welcoming clients, presenting a design, and showing them how to use your software.
This post contains affiliate links which means I may receive a small commission if you sign up through my link. However, I only recommend software I use and love for my business and for my clients’ businesses.
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