Dear Dakota,

I have been working with a builder for almost 3 years. He is continually changing his process and his projects are a time suck. He is not accountable for his own process and I found out last week he threw me under the bus to cover his own ass. I'm finally at a crossroad and wondering if I need to stop working with him. However, his business is a consistent cash flow. One of his "project managers" hates working with designers. He will purposely not call anyone on my team for tile walks, paint walks, etc. because he doesn't want to deal with us telling him things are installed incorrectly. I have spent hours and hours of my time with his clients and honestly feel bad for them. I know they have no idea what's going on behind the scenes and I feel totally stuck. HELP!

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I'm so excited and honored to be featured on The Interior Design Business CEO Podcast with Desi Creswell. She and I chat about three common myths designers have that hold them back from implementing systems and processes. 

Here's what we chatted through: 

1. How to get your team and contractors on board with change (and what to do if they push back)

2. What process to fix first even when everything feels like a hot mess

3. How to narrow in on what to consume (and what to ignore) when you feel like everything must be perfect 

I’d love for you to listen to the episode below and explore the three biggest myths about systems in your interior design business with us.

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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Dear Dakota,

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

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Why is Client Onboarding so Important for Interior Designers?

In my seven+ years of working with interior designers to help them price their services and streamline their business processes, I have repeatedly seen ineffective client onboarding (or lack thereof) cause issues, mismatched expectations, lack of trust, and frustration throughout an entire project. 

Client onboarding is a crucial step in working with clients that applies to all business owners - and one that is severely overlooked and underdeveloped, leaving much to be desired. When done right, it has so many benefits: …

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If it takes you weeks to send a detailed scope of work, design fee, and contract to a potential client, your number one goal should be to cut that time way down. Your goal should be ONE to TWO days. YUP!

Seven Reasons Why You Must Get Contracts to New Clients Quickly:

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If you charge hourly for the interior design services you provide, you’ll need to track your time and create invoices that outline the services performed and how many hours those services took. Sounds simple, but determining how to list design services provided on an hourly invoice can be a bit perplexing.

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Dear Dakota,

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

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