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.

Join The DTS Files for my advice and insights.

Dear Dakota,

Should I charge clients a different flat fee for projects my junior designer completes versus ones I complete?

Join The DTS Files for my advice and insights.

Dear Dakota, 

How do you deal with difficult clients and know when it's worth it to keep going or get rid of them when things feel really tough?

Join The DTS Files for my advice and insights.

Dear Dakota,

I’m needing some major help lately.

My weeks are completely bogged down with constant repetitive phone calls and emails regarding our process.

This has never happened to me before, and in the last several months, it is all I am dealing with. 

HELP!

Join The DTS Files for my advice and insights.

Dear Dakota,

Should I post my fees on my website? And how do I do it if every project is different?

Join The DTS Files to see my advice.

Dear Dakota,

Although I have completed several kitchen and bath projects, I don't market myself as a K&B designer because I haven’t found the service to be profitable. Is that an area I should expand my business into? And what advice do you have for how to make these projects more profitable?

Join The DTS Files for my advice and insights.

Dear Dakota,

When exactly should I send my Investment Guide? Does it come after an Initial Inquiry but before a Discovery Call? 

I love the idea of client "pre-qualification" because I've spoken to SO MANY people who do not fit my ideal client avatar; mainly, they have champagne ideas on beer budgets.

Does this mean I should have certain things in my Investment Guide that sort of weed out tire kickers? What would that verbiage look like? Would it be as simple as providing a page outlining sample budget ranges (small, med, lg) I'd work within, or should it be a straightforward statement such as, "Currently accepting clients with starting investments of $10,000," or some such?

Join The DTS Files for my advice and insights.

Dear Dakota,

One thing I am struggling with is knowing when the right time is to no longer work from home.

Join The DTS Files for my advice and insights.