This topic was inspired by a recent Squarespace Circle member email. They shared an article about “nightmare website stories,” and I was immediately inspired to do a spin-off for interior designers about nightmare client experience stories.

You know the interior design client experience is my all-time favorite topic, and since this IS the scariest time of the year, I’ve pulled together a few of the most horrific stories our interior designer clients have shared with me and my team over the years to share with you. Bonus - with each “scary” situation, you’ll get tips for handling them and (most importantly) preventing them so they NEVER happen to you.

Ready for some full body chills? Let’s go!

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Dear Dakota,

How do I not give away all my ideas, solutions, and advice during a free consultation walk-through for a potential project? 

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A recent discussion among several experienced interior design business owners during a group consulting call led to a reflection about things designers wished they had known earlier on in their careers. 

We all get wiser as we move along life’s journey, and everyone can probably relate to the wish that — had they just had greater insights earlier on — they could have saved themselves significant frustration, anxiety, sleepless nights, or even embarrassment. 

So, we wondered, what do interior designers specifically wish they had known sooner to avoid some professional and personal anguish. We asked designers via The Weekly Install® “What is something you know NOW that you wish you knew when you started your business?” and are so excited to share their responses. (All confidential information has been removed.)

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Dear Dakota,

What’s the best practice for handling requests from clients about furniture that shows wear and tear or gets damaged after a period of time from regular use after they’ve moved in and the project is finished? Seems our clients expect that everything we source should be durable, and if it’s not, we should address the issues no matter how long it’s been.

On the one hand, I understand the frustration that some pieces aren’t as durable, but on the other hand, the less durable pieces are often the ones that were sourced with budget in mind (per client's request) - so they are not custom pieces, and not manufactured with high-quality finishes. So it is not surprising that these issues come up.

Our contract states we are not responsible for quality defects, but clients still view us as being on the hook since we chose these items for them. However, we want to preserve the relationship so we often submit the claims to our vendors. Some will gladly send replacements, but others won't. I want our clients to have a good experience and love everything we choose for them - so I try to make sure even the budget items last - but there has to be a better way to move forward - I can't be on the hook forever.

I don't know how to tell my clients they can't expect me to be there forever to help replace items without paying me for the time.

I'd love to hear your insights.

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As an interior designer, have you ever had someone say to you, “I would just loooooooooove to work with you! Your style is exactly what I’m going for! But I just can’t afford you!”

When this happens, the people pleaser deep down inside of you may say, “Oh, I should really help this person” or “They NEED me!” or “I could give this person a good price, because it IS still revenue, right??”

WRONG!

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I'm anti "charge what you're worth" and "just double your price". LOL. 

And if you follow anyone who is teaching how to run a business using bumper sticker mantras like these, I encourage you to find a professional who has experience running a business based on economics and data. 

You can't just increase your pricing or charge $XXX because every other designer you know charges $XXX. Sure, that can give you some confidence around your pricing to know you're aligned with industry standards, but here's what's really key when it comes to pricing:

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After working with over 100 interior design businesses across the US and Canada, I’ve seen it all—luxurious and streamlined client experiences, and others that quietly sabotage a sale.

One practice I’m asked about often is whether designers should personally present the scope, contract, and design fee to potential clients. Is it helpful? Or does it add unnecessary steps?

This question sparked a real debate, so I asked my audience of interior designers to weigh in. In this post, I’m sharing what they said, what’s actually working (and what isn’t), and my own take on exactly when this tactic is smart—and when it backfires.

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